John DiJulius | Customer Experience Blog

Forget the Noise and focus on the Experience
May 28, 2015, 10:29 am
Filed under: Customer Service
Don’t let the Noise distract you – Every business in every industry has noise, and the vast majority of businesses get distracted by it and lose focus of what is truly important to the Customer. Noise is what is going on that is out of your control: the economy, government regulations, competition that is heavily discounting and not playing by the same rules. In the cab/limo industry it is Uber, in the hotel & resort industry it is Airbnb, in retail it is on-line and Wal-Mart, in the salon industry it is the booth rental salons. Most companies waste their time on trying to figure out how to prevent these companies from entering their markets through lobbying against them, and eventually they just become the victim of pricing wars. 

Forget your competition and focus on the Experience – The majority of the time if the Customers were receiving a great experience, the industry wouldn’t be so ripe to attack. When was the last time you had a great cab ride experience? Enter Uber. World-Class Customer service companies spend zero time on what their competition is doing; they focus on how to deliver the best possible experience, constantly raising the bar, so they are not vulnerable to price wars. Here is what Jeff Bezos, CEO of Amazon has to say: “When given the choice of obsessing over competitors or obsessing over Customers, we always obsess over Customers.” 

What Happens in Your Organization When Someone Says ” I Quit”?
May 19, 2015, 4:36 pm
Filed under: Customer Service

The following is written by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group

On a recent Linked-In post, Fred Reichheld wrote a very entertaining and insightful article about the right way to treat employees when they quit your organization. The article titled, “Four Reasons Not to Be a Jerk When Employees Say Goodbye,” focuses on how you should treat departing employees, along with some pretty compelling reasons as to why. For those of you who do not know, Fred is the creator of the Net Promoter System, as well as an author and sought after speaker on the subject of loyalty.

Employees would rather be criticized than ignored; Toys ‘R’ Us fights in Experience wars
May 12, 2015, 1:46 pm
Filed under: Customer Service
Spirit Airlines dead last in Customer Satisfaction scores – While JetBlue and Southwest Airlines battle it out between who is #1 at satisfying their customers, Spirit Airlines and Time Warner Cable had their own battle for worst, as they ended up tying for the last place in Customer satisfaction. Very few people are surprised at Spirit’s low performance. While they offer low prices, they skimp the most on customer service and have for a long time. One classic example is when Spirit would not refund a Vietnam veteran the pre-booked $197 airfare after he found out he had terminal cancer and couldn’t travel. 

Toys ‘R’ Us fights to compete in Experience Wars versus Price Wars – After years of losing ground to on-line rivals and discount chains, Toys “R” Us Inc. plans to revamp its stores to be places where kids come to play. Trying to compete with mega-discounters like Walmart and on-line vendors like Amazon on price, their new strategy is to get kids in the door by creating an experience — not just a place to buy toys. They’re planning a prototype store that will feature large play spaces for kids, and demonstration units for technology for them to experiment. They are also aiming to train employees better, arm them with more product knowledge, and make the stores into something different that general retailers can’t compete against. 

Starbucks making price irrelevant; fired for not smiling; Delta Airlines surprise & delights
May 6, 2015, 1:42 pm
Filed under: Customer Service
Starbucks making price irrelevant – The coffee chain reported a higher quarterly profit with a 7% increase in sales in their U.S. stores as compared to Dunkin’ Donuts U.S. sales, which only only rose 2.7%. Why are Starbucks sales up so much? Three reasons: 1) Starbucks’ Customers are spending more money per visit due to an expanded product offering; 2) Some of the new products on their menu such as “Flat White” espresso and Teavana iced teas plus baked goods, have a higher price tag; and 3) Starbucks consistently delivers an exceptional Customer experience. People will pay for that! What is next? Starbucks is slowly rolling out selling of alcohol in different markets.

In the World of Customer Experience: How dare you be ordinary!
April 29, 2015, 2:40 pm
Filed under: Customer Service

The following is content taken from:

The Customer Service Revolution: Overthrow Conventional Business,

Inspire Employees, and Change the World

Who are you to be ordinary? I don’t want to live an extraordinary life so I have a bigger bank account, nicer car, house, and more angledtoys. I know that if I live an extraordinary life, so many others will as a result. And if I do not find a way to live an extraordinary life, I will probably end up cheating thousands of people. Undeveloped potential cheats those around us, those we touch, influence, and impact, as well as deprives ourselves of joy, satisfaction, and opportunities. Living our life to its fullest potential is not an opportunity; it is our responsibility.


Who are you to deny greatness? It is an obligation to be the best version of ourselves we possibly can be, every day. Not just for us and how our life will benefit, but also for all the people depending on us: our spouse, children, friends, employees, coworkers, Customers, and our community. Living an extraordinary life is living fully. I believe that we all have enormous potential inside each of us, and if there are parts of that potential that we do not develop, we are cheating the rest of the world out of the contribution that we could have made. So if I don’t live fully, I don’t just deny myself a lot of joy and satisfaction; I deny the rest of the people in the world the benefit of what I could have contributed. Success is when you are firing on all eight cylinders, mentally, physically, emotionally, with family, socially, in your career, financially, and spiritually-all of those are part of you and they all deserve your very best. Living an extraordinary life is like when the flight attendant says, “You must put your own oxygen mask on first before helping those around you.” When you first hear that, it actually sounds a bit selfish. However, what use will you be to anyone else if you do not take care of yourself first?

Now you can read these and many more articles on our new blog.

Culture reflects Leadership
April 21, 2015, 4:26 pm
Filed under: Customer Service
Take my building, my equipment, all my money, my land, 
but leave me my people and in one year I will be back on top again. 
-Andrew Carnegie              

Last but most important to being a world-class CX organization – The final commandment to providing a world-class Customer experience is Commandment X World-Class Leadership. Every world-class Customer service organization is world-class to work for. And that takes world-class leadership to provide the passion, inspiration, and discipline to all employees. Being a great leader is about getting the most out of your people and inspiring them every day to see how much potential they have and how important their contributions are overall to the company. While this is the final commandment, it is the most important, having the biggest impact and responsibility for the success of all 10. 

Customer experience is more than warm & fuzzy, here is financial proof
April 15, 2015, 10:29 am
Filed under: Customer Service
This eService is dedicated to those leaders who need to see the financial justification to the company’s bottom line before they will commit to improving their Customer experience. 

Irrefutable Evidence that Customer Experience pays huge dividends- I recently came across an incredible “hospitality index” report that was featured on Mad Money (Jim Cramer), demonstrating how the stocks of 17 companies who have mastered the art of hospitality compared with the rest of the market. The report looked at companies like Whole Foods, Amazon, Costco, Apple, Southwest, Nordstrom, and Bed Bath & Beyond. The results are incredible and irrefutable. From before the study started to its completion, the hospitality index outperformed the S&P by four times; the hospitality index gave you a 257% return to the S&P’s 65% return! These companies have demonstrated when you take care of your Customers, they become more loyal, refer more, spend more, become less price sensitive, have higher employee retention, and lower turnover – which results in superior financial performances. 

What are you waiting for? You must not only watch this video on Hospitality Pays, but also show it to your CEO/President and every executive in your company. It should also be seen by every employee in your company. If you ever thought about joining the Customer Service Revolution, now is the time.

Comments Off on Customer experience is more than warm & fuzzy, here is financial proof


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