John DiJulius | Customer Experience Blog


Dublin software company has proven way of screening applicants| Customer who can’t return coat goes viral | Make Big Happen
February 10, 2016, 7:10 am
Filed under: Customer Service, Service Aptitude
Luck of the Irish

I recently had the pleasure to speak in Ireland for the Phorest Software Company. Phorest is the leading provider of salon software in Ireland and the United Kingdom. While working with Phorest, I was extremely impressed not only by what their software can do for their clients, but the incredible employee culture at Phorest.

Customer Satisfaction Real Time

Phorest Software allows their clients (salons & spas) to contact their customers via email/text within 30 minutes of the customer leaving the salon, asking the customer to rate their salon experience on a scale of 1-5. Similar to how the Uber app asks you to rate your driver. This gives the salons real time data on their service providers. The salon managers can run an end-of-day report showing how Customers rated each service provider.  This really holds accountability and keeps management teams and employees focused on customer satisfaction.

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The Select Group goes from zero to $110 Million Obsessing over the Customer | Impact of hiring a CXE
February 3, 2016, 7:10 am
Filed under: Customer Service

The Select Group (TSG) is one of the leading IT Recruiting and Staffing  companies in the country. TSG was started in 1999 and has expanded to 10 locations across North America. As a client of The DiJulius Group, TSG focuses on making the Customer Experience its number one competitive advantage to avoid having to compete in price wars. Founder and CEO, Sheldon Wolitski, is the driving force that has helped TSG go from zero in sales to $110 Million. I encourage you to listen to this podcast interview with Wolitski and CEO Coaching International.

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Top 8 Customer Experience Strategies for 2016
January 27, 2016, 11:03 am
Filed under: Customer Experience Strategies, Customer Service

You need to make 2016 the year you create an unfair competitive advantage from everyone else. Become the brand you Customers cannot live without and make price irrelevant. Follow these 8 Customer Experience strategies:

1.    Executive Sponsorship – Customer service has to be as important as finance, sales, operations, and technology. It needs to be talked about at board meetings and strategic planning sessions, with leaders and everyone else in the company, including frontline employees. The senior leadership team has to provide the necessary resources to create long-lasting change. People must be able to tell that the leadership of the company is truly committed and passionate about the Customer experience. The best Customer service companies in the world have leaders who are obsessed over their company’s Customer experience, down to the smallest detail. They passionately articulated their vision for world-class experience every time they spoke, to anyone and everyone who would listen. And their companies are all known for world-class Customer service. Service Aptitude starts at the very top.

2.    Return on Xperience – Watermark Consulting released its annual  Customer Experience ROI Study. They studied stock performance of the Top 10 and Bottom 10 publicly traded companies in Forrester Research’s annual Customer Experience Index rankings. Probably not surprising is that the top 10 CX companies did better than the bottom 10. What might be an eye opener is by how much better the top 10 outperformed not only the bottom 10, but also S&P 500.

*    The CX top 10 outperformed the S&P 500 by 35%.
*    The CX bottom 10 underperformed the S&P by 45%.

*    The CX top 10 outperformed the bottom 10 by 80%.

 

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10 Best Customer Service Articles of 2015
January 20, 2016, 8:03 am
Filed under: Customer Service

In case you missed them the 10 most popular eServices of 2015 were the following -I suggest printing them out, reading and sharing them with your management team.


A paradigm shift is needed from selling a commodity someone can get anywhere to an experience Customers can only enjoy with your company. Everyone in your organization needs have this mindset; “I believe in price match guarantee, if you find it higher somewhere else, we will raise our prices and match it!”

Read full article in our NEW Customer Experience Blog…



A Rare Gem: Waveability
January 13, 2016, 7:10 am
Filed under: Customer Service, Customer Service skills
waveability-wht
I came up with this idea while running and introduced at last year’s #secretservicesummit.  As an avid runner, one of my favorite things to do whenever I get to a new city is to explore it on a run.  When I do this, I always take note of how the local runners greet one another.  Many times, runners passing one another acknowledge each other with a wave – which is really more than just a wave.  It is a vote of confidence; it is a reassurance that you are doing a great job.  It is saying, “You look great – keep it up!”  In some markets, this wave happens with every runner you pass.  In other markets, typically larger ones, waves may be few and far between.  I often wonder why?  Too many people, equating too many waves perhaps?
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Service Aptitude: The Game Changer in 2016
January 6, 2016, 7:10 am
Filed under: Customer Service, Service Aptitude
It is NOT the employees’ responsibility to have high Service Aptitude;
it is the company’s job to teach it to them.

WHO’S TO BLAME?

If your employee disappoints your Customer, whose fault is that? Typically, the blame is placed on the employee for using poor judgment or being indifferent to the Customer. However, 99 percent of the time blame should be placed on the company or supervisor for putting someone in a position they were not qualified to handle. Most companies have their new employees go through technical training only, and when they end up delivering poor Customer service, management gets frustrated with that employee’s decision making. It is not their fault! Most would agree that the hospitality side (how our Customers are treated and cared for) is just as important as the technical/operational side of what the Customer receives. However, our training contradicts that. We would never think of having an accountant, lawyer, nurse, doctor, hairdresser, or technician perform work without the proper technical training, certification, and licensing. Yet most companies have little to zero Customer service certification. To my knowledge, there is no college major in Customer experience that prepares our next generation of workforce on how to have strong Customer service skills.

 

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Customers are irrational | AskOnce promise | Anti No Zone
December 16, 2015, 7:51 am
Filed under: Customer Service

The two most important words when serving others – I think the two most powerful words employees need to have permeated throughout their consciousness are “compassion” and “empathy.” When you genuinely serve with compassion and empathy, your Customer service is on a completely different level. The question is, how do you teach compassion and empathy? How do you make them more than just buzzwords and platitudes? The top world-class Customer experience organizations constantly put their employees in the shoes of the Customer. When your employees really understand the plight of the Customer-what the Customer is going through, their daily battles (see Day in the life of a Customer)-it starts to crystallize how critically important the experience your employees deliver is, as well as how genuine the caring they show each Customer is.

Customers are not rational – Emotions out power and manipulate our reasoning, and emotion leads to action. Customer experience can trigger a wide array of emotions that can have a great influence on repeat business. Sometimes we don’t know why we like going to a certain place, but something drives us to stop there. We make logical reasons of why, defending the fact that it is based on convenience or something else; but the truth is, the business that delivered a unique experience has emotional capital that can be subconscious. On the other hand, when we hear of a brand and have negative thoughts, most often the case is that one time a poor experience left a permanent negative stamp in our mind. 



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