John DiJulius | Customer Experience Blog

The 6 Components of a Customer’s Experience; True Gratitude
January 13, 2015, 2:38 pm
Filed under: Customer Service
Customer loyalty is your organizations strongest asset. 2015 has to be about how you are going to make your Customer Experience your distinct competitive advantage. Before you can move forward creating a strategy, your leadership team needs to give your Company’s Customer Experience a checkup to recognize your strengths and weaknesses. 
The Six Components of a Customer’s Experience 
In order to create brand loyalty and Customer evangelists, you must operate at a high level in six distinct areas of business and constantly evaluate your company’s Customer experience across each category: 
1. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more permanent or long term, that cannot be changed daily. 
2. Setting: Refers to the controllable setting you create daily. As Disney says, “Everything speaks from the doorknobs to the dining rooms sends a message to the guest.” The setting communicates a message about what you can provide your Customers. This isn’t always visual, it may be the music your Customers hear when they call and are placed on hold or the mood your web site creates. The setting reveals the characteristics of your business as they appeal to the five senses of your Customer: sight, sound, smell, touch, and taste. 


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Top 8 eServices of 2014
January 7, 2015, 5:22 pm
Filed under: Customer Service
In case you missed it - The 8 most popular eServices of 2014 were the following. (I suggest printing them out, reading and sharing them with your management team.)


1. The 9 things your Customers do not want to hear – The majority of employees at most businesses uses these phrases. Make sure they are not being said by anyone at your organization. The 9 things your Customers do not want to hear


2. 10 stories how “policy” will kill brand loyalty – Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. Remove ‘Policy’ from your company’s vocabulary. 10 stories how “policy” will kill brand loyalty


3. How can you be the company your Customers cannot live without? The more people you can make feel like they cannot live without your brand, the closer you are to making price irrelevant. How can you be the company your Customers cannot live without?


4. Call Centers are dead – Often the contact/call center is the only interaction Customers ever have with companies, which would then make sense that organizations should ensure they have an incredible experience. Unfortunately, that is typically not the case. Call Centers are dead

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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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