John DiJulius | Customer Experience Blog

Patient Service Revolution | Dash cam busts employee abusing Customer’s car | CX Architect
August 26, 2015, 4:37 am
Filed under: Customer Service
TLC started a Patient Service Revolution – I always tell people that while the Secret Service Summit has the best speakers on Customer Xperience in the world, you will learn the most from the other companies and attendees in the audience. Everyone in attendance gets it, loves it, and lives it. They are the true practitioners finding ways to become the brand Customers cannot live without. A perfect example is TLC Laser Vision, a national laser eye-surgery chain with more than fifty locations throughout the United States and Canada. Since our first Secret Service Summit in 2009, TLC has sent approximately 30 people every year. And each year they go back and implement so many incredible things that produce immediate results and impact patient satisfaction scores and referrals. In this short video, Terry Alarcon, TLC’s Customer Xperience Executive, shares what they have rolled out in 2015 as a result of attending last year’s Secret Service Summit.

*Related: BKIFG has a Secret Service Day for their employees

Dash cam busts dealership employee abusing Customer’s car – Ever wonder what the valet or mechanic does with you car while you leave it with them? One car owner found out. A woman brought her car into the dealership to have the radio fixed. When she got her car back, she downloaded her car’s dashboard camera and was shocked at what she found. The dash cam shows a dealership employee driving her car around northern Colorado, running errands, even driving through a red light. The video totaled about 17 hours over a 4-day period and estimated 200 miles.

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CX is the new battlefield | Netflix offers ‘unlimited’ leave for new parents | Victim dies after 911 dispatcher hangs up on caller
August 19, 2015, 6:07 am
Filed under: Customer Service
Customer Experience Is the New Battlefield – Blogger Jake Sorofman shares findings from the 2015 Marketing Spending Survey done by Gartner. Customer experience is the most pressing mandate for marketers, the top area of marketing technology investment in 2014, and it will lead innovation spending. As Sorofman points out:

  • Customer experience itself is proving to be the only truly durable competitive advantage. Gartner research on the role of marketing in Customer experience found that by 2016, 89% of companies expect to compete mostly on the basis of Customer experience versus 36% four years ago.
  • By 2017, 50% of consumer product investments will be redirected to Customer experience innovations.

Victim dies after 911 Dispatcher hung up on woman giving first aid to shooting – A dispatcher for the Albuquerque Fire Department told a 911 caller who was giving first aid to a 17-year-old shooting victim, “Okay, do you know what ma’am? You can deal with that yourself. I’m not going to deal with this, okay?” The victim later died. You can listen to the 911 call.

Netflix offers ‘unlimited’ leave for new parents – Netflix announced that it would begin offering employees “unlimited” maternity and paternity leave during the first year after a child’s birth or adoption. A Netflix representative said, “Netflix’s continued success hinges on us competing for and keeping the most talented individuals in their field. Experience shows people perform better at work when they’re not worrying about home.”

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Matthew McConaughey: 9 Bites of Wisdom
August 11, 2015, 4:17 pm
Filed under: Customer Service
© Featureflash | – Matthew McConaughey Photo
Best graduation speech of 2015 – I love this time of year because of all the amazing leaders providing inspiring commencement speeches. However, the best one I have come across did not come from a business leader or politician. It came from a Hollywood actor. Matthew McConaughey spoke to the 2015 graduates of the University of Houston. Here are my top nine favorite things McConaughey said: 
  1. “The sooner we become LESS IMPRESSED – with our life, our accomplishments, our career, the prospect in front of us – and MORE INVOLVED with these things, the sooner we get a whole lot better at doing them.” 
  2. “LIFE’S NOT EASY…don’t try and make it that way. It’s not fair, it never was, it isn’t now, it won’t ever be. Do not fall into the entitlement trap of feeling you are a victim. You are not. Get over it and get on with it. And yes, most things are more rewarding when you break a sweat to get ’em.” 
  3. “Unbelievable is the stupidest word in the dictionary. It shouldn’t ever come out of our mouths. Give others and yourself more credit. It just happened, you witnessed it, you just did it, believe it. Acknowledge acts of greatness as real, and do NOT be naive about mankind’s capacity for evil nor be in denial of our own shortcomings. NOTHING we do is unbelievable.” 
  4. “Happiness is different than Joy. Joy is not a response to some result, it is a constant. Joy is “the feeling we have from doing what we are fashioned to do,” no matter the outcome. JOY is always in process, under construction – it’s in the constant approach, alive and well -in the DOING of what we are fashioned to do… and enJOYing doing it.” 
  6. “We do our best when our destinations are beyond the “measurement,” when our reach continually exceeds our grasp, when we have immortal finish lines. When we do this, the race is never over. The journey has no port. The adventure never ends because we are always on our way.” 
  8. “All I want is what I can see, and what I can see, is in front of me.” 
  9. “I shook hands with myself, my best friend, the one we’re all stuck with anyway. From that morning on, the adventure was awesome. I was present, out of my own way, not anticipating next, embracing only what was in front of my eyes, and giving everything the justice it deserved.” 

Maids with a purpose | 10 companies with the best reputations in America
August 5, 2015, 11:18 am
Filed under: Customer Service
Changing your employees’ perspective – The Maids International (TMI), based in Omaha, Nebraska, is a professional home-cleaning service with franchisee locations all over the United States. As it has been stated, it can be difficult for frontline employees to relate to their Customers’ situations. Frontline employees often don’t have the same socioeconomic status as their Customers. For example, you could see how a housecleaner working for a professional cleaning service could possibly be judgmental of a stay-at-home mom who lives in a half-million-dollar house. Maybe he or she would think, ‘This woman doesn’t work and she needs a cleaning service?’

The Power of Purpose – TMI created an incredible day-in-the-life-of-a-Customer video, demonstrating the demands that its Customers may have and how the employees who clean homes positively impact Customers’ lives. Here’s some of the narration from the video:

“What do you bring to the world? You bring hope . . . order . . . peace. You make lives better for the people you serve. For busy parents, overwhelmed by demands of family and jobs. For a widower who struggles with housework and looks forward to conversation and friendship. For an active mom longing for peace and order in a clean home. For a Customer with cancer who struggles to do even small tasks on her own. A lawyer away from home sixty hours a week serving low-income clients. A child with asthma who requires a dust-free home to breathe easier. Your work changes lives. You change lives. For all the people you help, we thank you. For all the lives you change, we thank you. You are the reason.”

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Your employees need to do the LEAST | Winning in your “People” business
July 28, 2015, 4:48 pm
Filed under: Customer Service
Is your company Zero Risk? Zero Risk doesn’t mean your organization never drops the ball. What Zero Risk does mean is that when the ball is dropped, your employees (any employee) handles it appropriately and makes it right with the Customer. The Customer may now actually be more loyal than they would have been had everything gone as they expected. There are four key parts to being a Zero Risk company:

  1. Have a specific response protocol that all employees are trained to use for when Customer challenges occur.
  2. Know where your company drops the ball most often.
  3. Have systems & processes in place to reduce issues from happening.
  4. Have a service recovery system and tools that your employees can use to make it right when it does happen.

Response protocol that all employees are trained to use for when Customer challenges occur- This is the one I want to focus on in this article. Here is a test: Ask five employees what they would do if they encounter an upset Customer (the reason is not important). I guarantee you will get five different answers. It is key that all your employees know how to properly react and handle a situation when a Customer is inconvenienced and potentially upset. The key is that training needs to be easy to remember, effective and easy to implement. I have seen dozens of different protocols; my favorite that is both easy and effective is L.E.A.S.T.

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Now hiring CXO | Burger & Fries chain sets performance bar | Summit Breakout topics
July 23, 2015, 3:53 am
Filed under: Customer Service
Now Hiring Chief Xperience Officer – For the last three years the fastest growing C-level position in the corporate world is CCO-Chief Customer Officer, also known as the CXO (Chief Xperience Officer). Today, many of The DiJulius Group’s consulting clients are looking to hire a CXO. If you know of any good candidates who have the qualifications and passion to lead a company’s Customer Experience, please have them send their resume to and we will share with our consulting clients who are looking to hire. Must be willing to relocate.

A burger & fries chain is a winner of the Malcolm Baldrige National Quality Award – The Malcolm Baldrige National Quality Award recognizes U.S. organizations in the business, health care, education, and non-profit sectors for performance excellence. The Baldrige Award is the only formal recognition of the performance excellence of both public and private U.S. organizations given by the President of the United States. This makes it all the more surprising that Pal’s Sudden Service was the first restaurant chain to win the coveted award. Pal’s Sudden Service outperforms all national burger chains in Customer satisfaction, health scores, Customer retention, order accuracy, drive through wait times and profitability. The company employs more than 900 people who are engaged in fulfilling Pal Barger’s Customer Service Vision by delighting every Customer – one transaction at a time.

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United gets A+ for crisis management | Chick-fil-A #1 | Cleveland Capital of CX
July 14, 2015, 3:10 pm
Filed under: Customer Service
United Airlines gets an ‘A+’ for crises management via social media – By now you’ve heard about United Airlines computer debacle that grounded their flights on Wednesday July 8th, impacting nearly 5,000 flights, and inconveniencing thousands of travelers. Talk about travel rage! That is about as bad as it gets. However, Social Media expert, Dan Gingiss wrote about how incredibly well United handled this crisis. In his blog, United Airlines Great Customer Service in the Midst of A Crisis, Gingiss details how well United communicated via social media during and after their grounded flights. They were honest and upfront, shutting down all outgoing marketing through social media. The last thing frustrated Customers want to see are marketing and promotional pitches. Gingiss points out, “What was most impressive was the 42-second apology video the airline posted on both Facebook and Twitter from Sandra Pineau-Boddison, United’s senior vice president for Customers, who demonstrated empathy, transparency, and helpfulness. She humbly apologized – not once but twice – and offered solutions to passengers who still needed to get to their final destination. This is the epitome of great Customer service.” This is an excellent case study for how companies need to handle a Customer service crisis versus sticking their head in the sand. 

Chick-fil-A set satisfaction score record – With the release of the American Customer Satisfaction Index ratings [PDF] for fast food restaurants, it probably doesn’t come as a surprise that Chick-fil-A is #1 with a rating of 86, the highest ever scored by a company in this segment. 

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