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It's not enough to wow your customers, winning service providers awe their customers. 
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Amping up customer service in key departments like electronics is one way Target hopes to address the fast-growing showrooming trend, where in-store customers check out products, then go elsewhere to buy for less.
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In an earlier post I referenced the golden rule—“Do unto others as you would have them do unto you”—and suggested when it comes to customer service, you need to move up to the platinum rule—“Do unt...
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In its 10th year, the Customer Champions community has grown to 130 people strong! These leaders have been instrumental in getting their companies to where they are today: on the path to customer centricity. They are technologists, data specialists, marketing creatives, employee activists, and service pros. Most importantly, they are customer experience evangelists. Ten years means lots of changes for our Customer Champions community. 1to1 Media wanted to catch up with some of our past winners. Find out what a few of them are up to in our "Where Are They Now?" e-book.
James Schreier's insight:
Download this and learn from these award winners!
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Restaurant service: do women do it better?
James Schreier's insight:
This is a question that's been debated for decades -- and probably will continue to be...
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James Schreier
October 8, 2013 3:51 PM
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Research shows that prosocial bonuses improve performance and make us happier.
Interesting perspectiveto consider for frontline workers in many organizations. Could an organization get frontline customer service workers involved in social issues they care about -- and connect it to performance??
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Jim Schreier
September 30, 2013 1:49 PM
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This month as we examine the different ways that big data fits into marketing, we'd be remiss if we didn't talk about the ways big data can help improve the customer experience. (How Can Big Data Improve the Customer Experience?
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James Schreier
September 23, 2013 8:56 AM
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Consumers selected round prices and/or sales-totals at greater than chance levels across two different pay-what-you-want situations and one self-pumped gasoline purchase. The differences among these situations suggest that the tendency to select round prices/sales-totals reflects a subjective preference (or liking) for round prices and not a variety of other potential explanatory processes. Discussion focuses on possible economic consequences of this revealed preference for round prices as well as directions for future research.
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James Schreier
September 18, 2013 10:24 AM
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Is running a business complicated? You bet. Are the principles required to succeed complicated? Nope. All it takes is this: Never forget who pays the bills.
A million years ago, at the very first Kohl's Department Stores, a customer approached me with a patio table that was clearly defective -- telling me that she had purchased the previous summer. That fact was impossible because we were in our very first year of an enlarged remodeled store with a "summer/garden" department. But I was trained very well and quickly went to see my manager (one of the most outstanding managers I've ever had the pleasure of working for). He listened, then quickly told me to give the woman a full credit for her purchase. I asked "why" and he explained the value of her comments to other customers and her future business -- even if she didn't buy it at our store. This is why my web site says "Trained by Masters...."
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James Schreier
September 15, 2013 11:24 PM
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Customer has meltdown with service reps, 5-minute phone call goes viral
WRTV Indianapolis
It has happened to all of us: You call your credit card, phone or cable company trying to get help with a problem, and you get nowhere.
LANGUAGE WARNING!!!
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James Schreier
September 6, 2013 2:36 AM
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Companies like Disney achieve success by offering first-rate customer experiences through a complete and total understanding of their customer base.
As a graduate of several Disney customer service programs, including the rare "Mouseter's Degree in Disney Management," I strongly endorse the principles in this article.
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James Schreier
September 2, 2013 4:49 PM
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Employees seem to love working there.
Over the years I don't remember seeing employees who appear grumpy or unhappy to work there.
The customer service insights in the answers to this question are as awesome as In-and-Out Burgers -- some good ideas for other organizations to follow.
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James Schreier
October 28, 2013 8:20 AM
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Great service earns customers' 'votes'
Arizona Daily Star
Feature this aspect of your customer service in ads you run, including your yellow pages listing. Put it on your business cards and in your email signature.
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James Schreier
October 21, 2013 4:34 AM
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Demanding hotel guests have literally requested the shirt off the back of reception staff in one of a number of bizarre requests made this year.
Stories are always a major part of any customer service training I've conducted -- the work with clients and training from Disney always added great new insights into the joys -- and struggles -- of providing good guest service.
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James Schreier
October 18, 2013 10:56 AM
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This is the online chat interaction between Netflix customer service representative Cap't Mike and Netflix streaming user Lt. Norm. Obviously, Cap't Mike really went the extra mile.
Wow -- great service example!
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James Schreier
October 14, 2013 12:34 PM
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Rafael Torres keeps his focus on customer service
Additionally, Torres is responsible for delivering food to the customers who have to pull over to wait for drive-through orders.
Nice story: "arrives to work early every morning..."
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James Schreier
October 10, 2013 10:37 AM
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Healthcare reform, the Affordable Care Act, ObamaCare—no matter the name, the healthcare industry as we know it will never be the same—both for consumers and health insurers.
This topic is definitely one which will have major implications in the customer (guest) service field for a long time.
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James Schreier
October 8, 2013 3:52 PM
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We like to talk about good customer service: survey
News1130
A global survey from American Express has found 90 per cent of Canadians will log on to Facebook or Twitter to tell people about the great service we receive.
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James Schreier
October 8, 2013 1:38 PM
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This is interesting information for managers who need to understand how their subordinates, including even frontline customer service workers, may go about making decision -- consequently how they're managed.
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James Schreier
September 30, 2013 6:52 AM
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Zappos, one of the world’s most revered customer experience companies, has created a loyal customer base in part by training, nurturing, and rewarding its employees.
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James Schreier
September 20, 2013 2:33 AM
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Apply the learnings from neuroscience to your customer service strategies. Use the BRAIN acronym to remind yourself (and others on your team) about the impact you can have when you help people bri...
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James Schreier
September 15, 2013 11:25 PM
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How Hiring And HR Build Customer Service Cultures: At Mayo Clinic, Apple ...
Forbes
Your hiring decisions affect customers for two reasons.
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James Schreier
September 11, 2013 7:42 AM
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As customer experience professionals, we all know how important it is to create a customer-focused enterprise. Most of us even know what the ideal scenario should look like. So why is it so hard to deliver the promise of an exceptional customer experience?
Webinar: 9/25/2013 -- 12 p.m. (CDT)
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James Schreier
September 4, 2013 3:01 AM
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We've trained 1000's of leaders, managers, and frontline staff in customer service with our basic customer service programs. customer service leadership, and dealing with difficult customers programs. Our major customer service clients have included airlines, restaurants, theaters, and casinos.
Great new book with solid examples that should inspire organizations to develop new strategies of for guest service.