John DiJulius | Customer Experience Blog

3 Amazing Holiday Service Stories; The 3 must read books for 2015
December 17, 2014, 5:03 pm
Filed under: Customer Service

Need to get into the holiday spirit and be inspired to go Above & Beyond for your Customers? Check out the following three holiday stories:

1)     Christmas Flies to the Dominican Republic – WestJet has done it again. Last year the Canadian airline shocked travelers by asking them to share their Christmas wishes with an electronic Santa on their departing flights and had those gifts waiting for them by the time their flights landed. This year WestJet brought Santa Claus, snow, a ton of gifts — and most importantly — a Christmas Miracle to the people of Dominican Republic. Check it out!

2)     Police pull over drivers and give presents instead of traffic tickets – The Police Department of Lowell, Michigan, stopped unsuspecting drivers for minor traffic violations and then engaged with them about how their Christmas shopping was going and what their family would like for Christmas.  Listening in were Santa’s, who quickly went to local stores purchasing, wrapping and delivering the presents to the officer and detained driver within 15 minutes. In all, some 50 drivers received about 30 presents worth about $7,000 and most importantly, no tickets! You must watch this amazing surprise.

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Top 8 Customer Service Stories of 2014
December 9, 2014, 5:30 pm
Filed under: Customer Service

Top 8 Customer Service Stories of 2014 – Check out 8 of the best Customer service stories of 2014:


1.     The world’s friendliest restaurant - Tim’s Place is a unique, full-service restaurant in Albuquerque, New Mexico, serving breakfast, lunch and HUGS! Owner Tim Harris. was born with Down Syndrome, but that hasn’t stopped Tim from creating the world’s friendliest restaurant.


2.     Pilot buys pizzas for inconvenienced passengers - After sitting on the tarmac for a couple of hours, a Frontier Airline pilot decided to buy pizza for nearly 160 passengers out of his own pocket. Frontier Pilot buys pizzas for all passengers


3.     ATM (Automated Thanking Machine) -A bank thanks their most regular Customers in the most personalized and heartfelt way, by turning their ATMs into “Automated Thanking Machines”.

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9 Worst Customer Service Stories of 2014
December 3, 2014, 6:24 pm
Filed under: Customer Service

9 Worst Customer Service Stories of 2014 – Check out these nine Customer service fiascos of 2014:

9.     Manager fired for poor responses to negative reviews –  After receiving online complaints from Customers, a hotel manager posts responses such as “What do you expect for so little cash?” and “Thanks for your money, sucker. Long may the idiot line continue.” Manager fired for poor responses to negative reviews

8.    The 2014 Customer service Hall of Shame – See who made the 2014 Customer Service Hall of shame list compiled by 24/7 Wall St.

7.    Kids can be seen, but not heard – A restaurant banned guests with strollers, high chairs, or booster seats. In addition, it displayed a sign that read, “Children crying or making loud noises are a distraction to other diners, and as such are not allowed in the dining room.” Kids can be seen, but not heard
6.  Major league baseball team owner tells unhappy fans to stay home – The Colorado Rockies owner sent fans messages such as, “If the experience is that bad, don’t come to the games.” Major league baseball team owner tells unhappy fans to stay home

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The best ideas from the top Customer service thought leaders
November 19, 2014, 4:27 pm
Filed under: Customer Service

2014 Secret Service Summit – Two weeks ago The DiJulius Group presented our sixth annual Secret Service Summit. As expected, we sold out with about 550 attendees, the most we have ever had! We had an amazing lineup of speakers. Best of all was the energy in the room! A world-class Customer service conference is unlike any other. Everyone came to find out how to take the Customer experience to a world-class level. The passion in the room was indescribable.  If you were not able to attend, we captured the amazing content offered from the brilliant leaders, authors, and motivational speakers of the 2014 Secret Service Summit Audio Series.

What attendees had to say;

“Incredible. Absolutely incredible”

“It was an impressive event and still blows any other conferences out of the water! An inspiration.”

“I wish we brought more people. The value was great!”

“By far one of the best conferences I have been to. It gave me inspiration, tools to bring back, hope to transform our level of Customer service.”

“10 is not a high enough score. It was perfect!”


“Looking forward to next year. Always a memorable event!”

Read a full recap of some of the major takeaways from each of the presenters on TheDiJulius…


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Creating Inspired Moments in each Customer’s day
November 12, 2014, 7:41 am
Filed under: Customer Service

The following is content taken from John’s soon to be released book The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books)

Creating the Starbucks Customer Service Vision Statement


 “Putting our feet in the shoes of the Customers, [we understood] what they were dealing with and [their] anxiety . . .We were growing the company with such speed and aggression that we lost sight of the Customer experience.”

-Howard Schultz, Starbucks’ CEO,

Wall Street Journal 2011

In 2010, I had one of the highlights of my consulting career: Starbucks asked me to help it re-create its Customer service vision statement. I have worked with Starbucks in the past, but this was different. I knew this was going to be something that would live for a long, long time in Starbucks. Starbucks has always been one of my favorite companies, both as a Customer and as a Customer service consultant. I was so excited! I knew that no one helped create better Customer service vision statements than The DiJulius Group. I knew we were perfect for this project. I was so excited about taking on this project, until I asked them what their current vision statement was that they wanted to change: “To inspire and nurture the human spirit one person, one cup, and one neighborhood at a time.”

Related: NEW CX Talk Show Episode Nov 19 

I thought to myself, Wow, that’s pretty good. I honestly didn’t know if we could improve on that. I asked Craig Russell, senior vice president of global coffee, why he felt that statement didn’t work for Starbucks. He replied, “We love the statement; those are Howard’s [Schultz’s] words. It is more of our purpose. As far as a Customer service vision, it is too big, too aspirational. We want something that’s actionable, trainable, measurable.” As I thought about it, he was right. If someone comes in and orders a venti soy latte, and the barista gives it to them exactly how they ordered it, in ninety seconds, did the barista inspire or nurture their human spirit? Probably not. That is something that takes dozens and dozens of positive experiences. I believe Starbucks does that. But it doesn’t happen one time.

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The Customer Service Revolution Book is available to order!
November 6, 2014, 7:20 am
Filed under: Customer Service

John’s new book! The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books) – In today’s world, it is all about rapid transactions versus genuine interactions. John DiJulius illustrates ways to teach every member of your organization to have empathy and compassion for their Customers, internally and externally, which builds relationships, creates emotional connection and fosters brand loyalty. The Customer Service Revolution is a practical-and entertaining- guide to offering exceptional experiences, which is currently one of the only sustainable differentiators among competing businesses.

Be the brand people cannot live without – Learn how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and are making price irrelevant! Learn ways to teach every member of your organization to have empathy and compassion for their Customer, internally and externally, which builds relationships and creates emotional connection and brand loyalty.

Praise -

“In this hyper-connected, hyper-informed let-the-seller-beware world, the old rules of customer service just don’t apply. John DiJulius gets that. He also knows that service comes from a happy heart. You’ll learn something valuable about customer relations, sure. But you can learn something even more important from this book: How to be a better person.”

-DANIEL H. PINK, New York Times bestselling author of To Sell Is Human and Drive


“This is not only a book that every manager should read, but also every employee. If you want to take advantage of what John DiJulius teaches, then everyone must be part of the customer service revolution.”

- SHEP HYKEN , customer service expert and New York Times bestselling author of The Amazement Revolution


“John DiJulius is leading a radical rethinking of customer service that can revolutionize your business. This book will become the new standard for how we think about customer service and competitive advantage.”

-Joe Calloway, author of Be the Best at What Matters Most


“DiJulius’s commitment to ‘changing the world’ comes at a time in business history when it is desperately needed. Advancements in technology and efficiency, coupled with an expanding global economy, have led to an unparalleled competitive landscape. Ultimately, service is the only differentiator. The Customer Service Revolution is a straightforward blueprint for building sustainable advantage in any industry and is a must-read for anyone looking to build world-class experiences.”

-Derek Kaivani, director of PwC Experience, PricewaterhouseCoopers

“John DiJulius is the real deal. He will show you how to create a customer service revolution so powerful that your price will become irrelevant. He is a master at creating the exclusive experience and is the world’s expert on dazzling customers. Do yourself a favor and drop everything you’re doing and read this book-it’s worth it!”

-Rory Vaden, cofounder of Southwestern Consulting and New York Times best-selling author of Take the Stairs


Order yours today – The Customer Service Revolution is certain to be best-seller, and will be available January 2015. Pre-order your copy of The Customer Service Revolution. If you are interested in bulk orders for your staff contact Nicole at 440-443-0028 or

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9 things your Customers do not want to hear from you
October 29, 2014, 12:45 pm
Filed under: Customer Service
1. “No problem” – The biggest street-slang terms used in every business today are the responses “no problem” or “not a problem.” By saying “no problem” the message is that what the Customer is asking of you is not a problem for you. However, when we are serving others, it is not about our convenience; it is about what the Customer wants. See past eService No problem is a big problem.


2. “No” – Eliminate the word “no” from your company’s vocabulary; no one should ever be allowed to use that word. You may not always be able to say yes, but offer alternatives and options and never allow anyone from your company to utter the word no. You will be amazed at how creative your team will get at satisfying Customers.


3. “I don’t know” – I am fine with someone saying “I don’t know” or “I am not sure about that,” as long as they follow up with “I would be happy to find out for you.”



4. “It’s not our policy” – As a Customer, I don’t want to hear “No, it is not our policy.” If you actually think about it, policy is the complete opposite of personalize. I don’t care about your policy; your policy is a blanket statement that was written for the masses. See past eService Policy is bad.
5. “I had no idea, they do that all the time” – Everyone loves to over share. Why? Because they want to make sure the Customer knows a problem wasn’t their fault. “I didn’t know you were here.” “The receptionist never informed me.” “If I would have known, I would have been out sooner.” Or “Shipping didn’t next day- air the package . . . I told them . . . I put it on the order . . .They do this type of stuff all the time.” Does the Customer really need to know who screwed up and why? All they need to know is how sorry we are about what happened, and here is what we are going to do about it. If we need to address something internally with other departments or coworkers, that’s our business. Our Customers do not need to know about our dirty laundry.

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