Mar 11th, Last update Case Study Tips:
By Susan Ganeshan Customer Service Standards Exposed in 3 Mini Case Studies Recently my company, newBrandAnalyticsput out a report saying that according to hundreds of thousands of customer social media reviews, service matters most in hotels.
When I posted a link to the study on LinkedIn one of my ever-skeptical friends replied to the post saying: Most of us know that service matters most in any business with four walls.
Even more than what is hanging on those walls. Your goal as a business is to prevent showrooming by creating a memorable shopping experience that brings the customer back repeatedly. We all wish there was a silver bullet to fix common service problems like high turnover and lack of product knowledge but in reality you need to focus on multiple aspects of service and do your best in all of them.
Because your customer is paying attention and sharing how they feel about your service, both good and bad, with the social world.
Yet this thriving business found that they were losing return customers and wanted to dig into the potential reasons. For this specialty food provider, the customer experience defined in social media posts revealed that while the table and bar service were efficient, friendly and contributed to enriched experiences, the hostess stand, reservation and check-in processes were severely lacking.
So the VP of Operations took action. He retrained the host and hostess staff, ensuring they greeted guests with eye contact, a smile and provided frequent communication on the status of their wait.
Be Careful Not to Stalk Customers in a Creepy Way One leading furniture retail chain monitors its performance against two competitors offering similar products and delivery options. We promptly walked out. Instead, when they dove into the social media competitive datathey saw a large volume of reviewers positively mentioning being offered free snacks by the floor staff upon entering.
The chain decided to borrow the idea by offering free lemonade and candy at their locations.
The new approach made customers feel at ease and gave staff a friendlier and more natural way to greet customers as they shopped, alleviating the feeling of stalking. Furthermore, customers now find their mobile devices to be more reliable than sales associates.
The chain uncovered areas of weakness in knowledge about products by social listening for customer expectations: Using the data, the team decided to focus on two primary areas: Armed with the analytics that showed they needed to improve associate knowledge on pricing and sales promotion, store layout and products, they set out to re-train and focus their young staff.
Furthermore, they removed responsibilities like end of day store straightening and assigned that chore to after hours workers, leaving the staff more time to focus on the customers. Other Ideas to Try at Your Location: Use social media to track which employees are mentioned by name and reward positive mentions while addressing negative ones immediately.
Ask your customers to post reviews on social media. Steal a trick out of the Sephora playbook and offer online reviews including star ratings next to products via electronic displays. Wine stores have been labeling wines based on staff picks and expert reviews for years but Sephora and Amazon have proved there is just as much value in the wisdom of the crowd and that it works for any product.
Another way to look at this is that you have the power to evaluate, listen and use all the experiences, good and bad, to learn and improve your customer service standards. You can do it!Case Study – A Night Out Trainer Guidelines There are many ways in which the ‘A Night Out’ case study can be used.
Perhaps it is most Inconsistent service confuses the customer and leads to a breakdown in trust.
Risk factor – building on this point regarding inconsistency. Great customer service case studies. Companies don’t give good service, people do. This is what I learned from talking to the people responsible for customer service in some of the world’s leading customer service companies: Ritz-Carlton Hotels, First Direct and Jaguar.
Customer Service Standards Exposed in 3 Mini Case Studies Recently my company, newBrandAnalytics, put out a report saying that according to hundreds of thousands of customer social media reviews, service matters most in hotels.
Case Study Tips: Interview Questions. Case studies can be powerful promotion tools, thanks to the many ways they can help your business. But figuring out how to write a case study, interview questions to ask, and the best ways to use your case history can be tricky. The following list of case study interview questions will help you build a narrative using the “Problem - Agitate - Solve” method.
Use these prompts to get started and add more specific case study interview questions for your business or products.
Case Study A rapidly growing candy manufacturer felt they had a solid understanding of the service levels required by their customers.
They wanted to perform a customer survey to confirm the needs of their customers, and more importantly, to determine how their service performance compared to .