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Customer Experience - beBee

Customer Experience

+ 100 buzzes
In this hive you can read and share articles about customer experience and how to raise the quality of it in your company.
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  1. ProducerJacob Molz

    Jacob Molz

    05/09/2017
    How to Avoid Guest Services Pitfalls
    How to Avoid Guest Services PitfallsYour largest event of the year is taking place.Your guest-to-staff ratio is 15:1, and the incident calls immediately start coming into the command center.Between each incident call, you’re receiving eight to 10 guest requests for random customer...
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  2. ProducerJacob Molz

    Jacob Molz

    22/08/2017
    4 Ways to Reduce Stress Every Event Manager Should Be Doing
    4 Ways to Reduce Stress Every Event Manager Should Be DoingWe’re one month away from the official end of summer.We figured it would be an excellent time to reflect on how you did so far. How do you think your season is coming along?Did you oversee a number of events? We’re aware of the summer of festivals,...
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  3. ProducerLance 🐝 Smith
    Customer Service or Disservice
    Customer Service or Disservice I went to a restaurant for breakfast this morning, and was promptly seated in a booth with a menu, then was told "Your waitress will be with you shortly." This is where the story begins, and the service ends.I had arrived at 8:45am, greeted when I...
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    Comments

    Sandra Smith
    14/08/2017 #28 Sandra Smith
    #24 Great analogy, @Aleta Curry.
    Lance 🐝 Smith
    13/08/2017 #27 Lance 🐝 Smith
    #25 @Brian McKenzie I have only come across one restaurant in my town that has a button of sorts to call a server over. That is quite handy!
    Lance 🐝 Smith
    13/08/2017 #26 Lance 🐝 Smith
    #24 @Aleta Curry That's a good example they taught! Thanks for taking the time to read and sharing your comment! I really appreciate that!!
    Brian McKenzie
    13/08/2017 #25 Brian McKenzie
    Most of the busy cafes here have call buttons on the table - I prefer to call the server than to be bothered ever 7.4 minutes.
    Aleta Curry
    13/08/2017 #24 Aleta Curry
    I remember from my very first 'start your own business' type class, the instructor used bad restaurant service as an example and said patrons would just walk out and not come back, not tell you about it but tell other folks, and you would never know about it and never know why.

    Thanks for the timely reminder, @Lance.
    Sandra Smith
    13/08/2017 #23 Sandra Smith
    #21 i know i lived there for ten years and miss that aspect 😊
    Lisa Vanderburg
    13/08/2017 #22 Lisa Vanderburg
    Aw, thanks @Lance 🐝 Smith...I'll send it to you (apparently the link never goes away).
    Lance 🐝 Smith
    13/08/2017 #21 Lance 🐝 Smith
    #16 @Sandra Smith one thing that really fascinates me is cultural differences. I had some friends go to either Guatamala or India, and said that the culture is defiantly different in aspect, because you have to wait for stuff like food. In the US it's GO GO GO FAST FAST FAST NOW NOW NOW a lot of the time. Else where, I know it's not like that. Of course even in a lot of the US it's not exactly like that, but there is still this notion things should be quick. Haha
    Lance 🐝 Smith
    13/08/2017 #20 Lance 🐝 Smith
    #15 @Lisa Vanderburg oh wow!!! I was getting really interested and wanted to read the blog, sad you took it down. It's good you reported the situation though. There are a ton of scams out in the world, and if you can spot them early it's best. Crazy you got a death threat from it. Wow!!! Stay safe!
    Lance 🐝 Smith
    13/08/2017 #19 Lance 🐝 Smith
    #14 @Lisa 🐝 Gallagher Thanks!! I've heard horror stories like that too haha. I sometimes don't see he point in making a scene, I have plenty of other options of places to go, so I went somewhere else that I knew I'd be helped. It's tough in those environments when you're understaffed. Typically the people at a restaurant are doing he best they can, probably working through college typically, and cannot help that they are understaffed. I've been in situations similar elsewhere, so I have empathy for them.
    Lance 🐝 Smith
    13/08/2017 #18 Lance 🐝 Smith
    #13 @Brian McKenzie haha 🤣 I bet he review you'd write on yelp would be a good read too!
    Lance 🐝 Smith
    13/08/2017 #17 Lance 🐝 Smith
    #11 @Franci🐝Eugenia Hoffman, beBee Brand Ambassador For me, the keeping contact part is right on the money. Even if someone who isn't your server is near by, they should check on you if they noticed you sitting for a while. I did file a complaint which goes to their manager, rather than make a scene in the restaurant. It also helps that I'm pretty easy going haha
    Sandra Smith
    13/08/2017 #16 Sandra Smith
    #10 Honestly, it's the not the same culture as in the US, so it does take a bit longer, and you find yourself having to wave them over for most things - including the cheque, which is particularly frustrating when you just want to leave already :) But, the food isn't "bad" like the stereo type, that's a myth. (Obviously read reviews first)
    Lisa Vanderburg
    13/08/2017 #15 Lisa Vanderburg
    As a retired Chef and Restaurateur, you are absolutely correct @Lance 🐝 Smith: the customer's always right. It's most definitely the manager's fault and he'll probably can the server allotted to that section. A lot of restaurants work like this; our didn't.
    I'm more curious about Robert Cialdini's Pluralistic Ignorance & looked it up. Not that long ago I reported a potential criminal act that no one wanted to know about; so much so I actually wrote a buzz about it, complete with the alleged embezzler and the fraud report. Most responses were basically to say 'it's a scam...it's your own fault.' I wasn't scammed, I was trying to point out just how difficult it is to report a crime that has not happened as yet. I was playful in my buzz saying 'I shouldn't play with my food.' #14 @Lisa 🐝 Gallagher commented very sweetly on it, knowing I'm a bit of an imp. After 2 weeks, I took it down. Upshot: I've received a death threat: now the police are interested! Tsk...doing the right thing ain't easy!
    Lisa 🐝 Gallagher
    13/08/2017 #14 Lisa 🐝 Gallagher
    You are much more patient that I am. However, I like the way you handled it. Honestly, I have heard horror stories if people complain in Restaurants that in many cases are under staffed. My daughter worked in a few during her HS years and she would tell me that some of the people actually did spit on customer's food before bringing it out. You pulled a win/win... kept your composure, had a great meal elsewhere and still managed to file a complaint.
    Brian McKenzie
    13/08/2017 #13 Brian McKenzie
    Yelp.com - I would have given a public spanking.
    Lance 🐝 Smith
    13/08/2017 #12 Lance 🐝 Smith
    #7 @Jim 🐝 Cody I don't blame you! Thank you so much for taking the time to read and for sharing!
    Franci🐝Eugenia Hoffman, beBee Brand Ambassador
    13/08/2017 #11 Franci🐝Eugenia Hoffman, beBee Brand Ambassador
    Even if the menu is still open, the server should have kept contact with the customer, even if to say "I'll be right with you". I also agree with @jim cody that a manager should be alerted about the poor service.

    We also alert a manager when there is good service. It helps all involved.
    Lance 🐝 Smith
    13/08/2017 #10 Lance 🐝 Smith
    #4 @Sandra Smith Haha, that bad huh?!?! I need to come visit the UK someday anyway, so I will keep that in mind whenever I do!
    Lance 🐝 Smith
    13/08/2017 #9 Lance 🐝 Smith
    #3 @David B. Grinberg I appreciate sharing it out! I work in customer service, as does everyone else really, and so these kinds of things come across my mind a lot when I go places. I try to have no expectations that anyone would deliver like I would, but I still do end up holding expectations anyways.
  4. ProducerPrakashan B.V

    Prakashan B.V

    28/07/2017
    Creating Only Win-Win Situations For Your Business To Move Forward
    Creating Only Win-Win Situations For Your Business To Move Forward How Can You Retain All Your Customers & Make Them Goodwill Ambassadors ? You may like to see this short , interesting video above  or if you would like to read the full article you may kindly scroll down and click on the link below. Do you know...
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    Comments

    David B. Grinberg
    01/08/2017 #5 David B. Grinberg
    Thank you, Prakashan, for sharing this video with excellent tips to customer retention. I'm shared this in three hives: "Customer Service" and "Sales" and "Business." I also kindly suggest you share the video directly on the new hive "My beBeeTV" -- the brainchild of @stephan metral 🐝 Innovative Brand Ambassador.
    Larry Boyer, 🐝 Brand Ambassador
    31/07/2017 #4 Larry Boyer, 🐝 Brand Ambassador
    I love what you did with this @Prakashan B.V
    Lisa 🐝 Gallagher
    28/07/2017 #3 Lisa 🐝 Gallagher
    #2 Thanks for letting me know about the thread on LI. I will check it out tomorrow! That's great that Larry helped with his input. Well done!
    Prakashan B.V
    28/07/2017 #2 Prakashan B.V
    #1 Thanks a lot @Lisa 🐝 Gallagher...Thanks to input from @Larry Boyer, 🐝 Brand Ambassador I could create this video. Lisa, I think you have missed the thread of some very interesting discussions there on our Li chat centre initiated by Larry. Appreciate your kind words Lisa.
    Lisa 🐝 Gallagher
    28/07/2017 #1 Lisa 🐝 Gallagher
    Great message and video @Prakashan B.V. Did you create the video? Very inspiring and true. Treating customers with respect also helps the company because word of mouth goes far!
  5. ProducerLINA MARÍA ZAPATA BOLTON
    El porqué me atrae el área de Experiencia al Cliente
    El porqué me atrae el área de Experiencia al ClienteUno de los motivos por el cual busco encauzar mi carrera profesional hacia el área de Customer Experience, es que me gusta ser responsable de los proyectos hasta que éstos se completen dentro de los plazos requeridos. Todo el proceso previo a la...
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  6. George Touryliov
    As consumers wrestle the daily crush of choice and complexity, they want increasingly for the consuming process to be nothing more than simple. They want what no dollar can buy, which is time. So it should not be surprising that 64% of consumers will pay more for simpler experiences. Read more -
    George Touryliov
    The Simplicity Solution: 4 Ways Retailers Earn More By Keeping It Simple
    www.business2community.com (PATRIK STOLLARZ/AFP/Getty Images) Simple-size me. With apologies to a major fast food chain, this may well become the motto for 2017. As consumers wrestle the daily crush of choice and complexity,...
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  7. Don Hornsby

    Don Hornsby

    30/06/2017
    What are the requirements of a Chief Customer Officer in terms of core skills and abilities? What about the role of the CCO in Europe? http://bit.ly/2sYvcFx Don Hornsby
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  8. ProducerJohn Vargo

    John Vargo

    29/06/2017
    Disney Experience Marketing is Second to None
    Disney Experience Marketing is Second to NoneDuring a recent visit to Disney World, I saw some examples of experience marketing which I will be covering in this section of our blog over the next few weeks on the Disney and what is experience marketing. After all, Disney’s theme parks are one...
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  9. ProducerKatrina Chua 🐝 Brand Ambassador
    Follow up Inbound Leads with 5 to 5 Calling Rule (And Increase Sales)
    Follow up Inbound Leads with 5 to 5 Calling Rule (And Increase Sales)In over a decade of delivering multi-channel marketing programs, valuing our business means valuing our clients’ businesses even more, constantly pushing us to pursue increased productivity for both. We exert selfless effort in acquiring new...
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  10. Susana López

    Susana López

    03/06/2017
    Susana López
    Ecommerce Success Hinges on the Entire Digital Experience - Customer Experience Magazine
    cxm.co.uk Retail organisations are struggling to provide seamless digital experiences, but ironically, their own internal organisations can be part of the problem. That’s because the different touchpoints through which companies engage customers are often...
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  11. Susana López

    Susana López

    03/06/2017
    Susana López
    The problem of real-time data in CX - Customer Bliss
    www.customerbliss.com Don't go hunting for tech until the strategy is...
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  12. George Touryliov
    Fisher & Paykel designs, manufactures, and markets a range of household appliances developed with a commitment to technology, design, user friendliness, and environmental awareness. Visibility into the service process is important to their customers, so Fisher & Paykel strives to deliver complete transparency.
    George Touryliov
    Fisher & Paykel Enhances Customer Experiences | ClickSoftware
    www.clicksoftware.com Learn how Fisher & Paykel increased customer confidence in their brand by adding visibility into the workload and increasing...
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  13. Federico 🐝 Álvarez San Martín
    ‪Customer Needs: The Key to Website Effectiveness
    Federico 🐝 Álvarez San Martín
    Customer Needs: The Key to Website Effectiveness - The Good
    thegood.com Aligning your website with customer needs is the single best way to stand out from your competition and to drive more revenues and...
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  14. ProducerJohn Vargo

    John Vargo

    24/05/2017
    Creating Customized Customer Experiences
    Creating Customized Customer ExperiencesHenry Ford, the founder of the Ford Motor Company, wrote in his autobiography that “any customer can have a car painted any color that he wants as long as it is black.” This statement is an often repeated mantra by businesses that expect to be able...
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  15. George Touryliov
    Customer loyalty can be like chasing a unicorn - magical, mythical and seemingly out of reach. Read how a top-notch service experience can earn your customer's loyalty.
    George Touryliov
    Field Service News – Customer Experience | Field Service Matters Blog
    www.fieldservicematters.com At many organizations, gaining customer loyalty is like chasing a unicorn - but it's possible to achieve. Learn how service teams can get...
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  16. ProducerRay Stasieczko

    Ray Stasieczko

    10/05/2017
    A customers' Experience is what determines their Satisfaction
    A customers' Experience is what determines their Satisfaction The old days of vendor complacency based on relationships are over. Today customers put more value on their Experiences, not only from the things they buy but those they engage to buy them. In a fast moving digital world, our customers can determine...
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    Comments

    Harvey Lloyd
    10/05/2017 #1 Harvey Lloyd
    Not only relevant but crucial in today's marketplace. If we believe that our opinions formed long ago about the customer apply today we will be suffering through many challenges in competition.
  17. Susana López

    Susana López

    09/05/2017
    Who Wins – Brand Or Customer Experience?
    Susana López
    Who Wins - Brand Or Customer Experience? |
    beyondphilosophy.com In the six years since this study, the advertising and marketing world has changed significantly. Who Wins - Brand Customer...
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  18. George Touryliov
    Technology allows us to take those kinds of experiences anywhere, to use anytime. Brands that harness this power effectively can build emotional connections with customers that they will carry with them forever.
    George Touryliov
    Where in the Customer’s Journey is the Best Time to Incorporate VR?
    www.salesforce.com
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  19. Susana López

    Susana López

    07/05/2017
    How to create a better Customer (and) Employee Experience - By Shep Hyken
    Susana López
    How to create a better Customer (and) Employee Experience - By Shep Hyken
    www.effectly.com Who is responsible for customer experience? Employees who take pride in the company not only deliver good customer service, but they are also a benefit to...
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  20. ProducerMikkie Mills

    Mikkie Mills

    04/05/2017
    Best Practices to Improve Your Customer Service
    Best Practices to Improve Your Customer ServiceMany companies across all industries have problems with customer service. They simply don’t provide it in the right way, and this is good news for those who do. Great customer service is the responsibility of everyone in the organization. If done...
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  21. George Touryliov
    Today’s post highlights three popular methods for encouraging customer conversations (surveys, informational notes, and two-way messages), and gives examples for how to approach each through desktop, mobile web, and mobile app experiences. Let’s begin!
    George Touryliov
    How To Drive Great Customer Conversations Across All Devices
    www.business2community.com As people become more mobile and integrate a variety of devices into their day-to-day plans, customer conversations have changed. Customers expect their interaction with brands they love to be the...
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  22. ProducerJacob Molz

    Jacob Molz

    27/04/2017
    How to Be Your Country's Least Favorite Property
    How to Be Your Country's Least Favorite Property“When it comes to customer satisfaction among airline passengers, Spirit Airlines ranks dead last,” shares Kathryn Vasel in her latest CNNMoney article entitled “America's least favorite airline (hint: it's not United).”According to Vasel’s article,...
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  23. George Touryliov
    Businesses that take a proactive approach to customer success anticipate needs and offer help instead of waiting to be asked. Take these 5 proactive steps to improve customer satisfaction & loyalty.
    George Touryliov
    Five Ways SaaS Companies Can Achieve Proactive Customer Success
    www.marketingprofs.com Businesses that take a proactive approach to customer success anticipate needs and offer help instead of waiting to be asked. Take these 5 proactive steps to improve customer satisfaction &...
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  24. George Touryliov
    Customer experience and customer centricity are hot topics right now. Most of the talk is about why and how you should embrace CX. But would you like to know what the quantified business benefits are? Then this article is for you. It is a selection of customer experience statistics and their sources from around the world for you to answer that question authoritatively.
    George Touryliov
    16 Must-Know Customer Experience (CX) Statistics and what they mean for Your Business. | CustomerThink
    customerthink.com
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  25. George Touryliov
    Understanding customers on a personal level is key to growing and retaining business. Spread customer success throughout and organization to build brand advocacy and customer advocates. How are you recognizing customers as people, not logos?
    George Touryliov
    Recognizing Customers As People, Not Logos
    www.business2community.com Once a deal is signed, the ink is dry, and the kick off meeting is scheduled, it’s time for your customer success managers (CSMs) to drive a proactive approach to an awesome customer experience....
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