John DiJulius | Customer Experience Blog


Taco Bell Employee Shoots Unhappy Customer, Frontier Pilot Buys Pizzas For All Passengers

Taco Bell employee shoots unhappy Customer –  A new technique being experimented with by some fast food restaurants to deter Customers from complaining — is to shoot them! (Not really) However it did actually happen. A Taco Bell employee shot an unhappy Customer with a BB gun and then pistol-whipped him after the Customer became impatient with the drive-up window service. The Customer told police he’d been waiting for his taco order at the drive-thru “for a very long time” and had wanted to make a complaint about the poor service, but no one would help him. The worker was arrested on two counts of assault and battery with a dangerous weapon and one count of assault and battery. Continue reading…  

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How to ensure Customers never forget you; Proof of Dead Cat

How to make Customers unable to forget you – One of the best marketers I have ever met was a mortgage lender whom I used back in 1991. He was great to deal with, friendly and informed, worked around our schedule, and did an excellent job of keeping us informed. However, that alone wasn’t what made him exceptional or memorable.  Since the buying cycle in mortgages typically has such a long gap in between, I was certain I would have forgotten about him, had he not made sure I couldn’t forget him. When the deal was finalized, I assumed that was it, we would never hear from him again. Did we ever hear from him again? He became an excellent resource who contacted us about several times a year. Every fall, winter, spring, and summer he sent us magnetic postcards with a list of seasonal activities to enjoy. In the summer, the card listed all the water and amusement parks, outdoor concerts, and festivals, including dates, hours of operation, phone numbers, and addresses. In the winter, the card listed where we could see holiday lights, and hear holiday carolers. Each of these postcards had a shelf life of 2-3 months, which meant, nearly twelve months a year, our refrigerator had his postcard on it. Everything he sent out always ended with a note saying, “The highest compliment I could receive is a referral of a family member or friend.”  Because he constantly was sending me these seasonal postcards with great information that I could use, I never forgot who my mortgage lender was. As a result, I not only used him every time I either refinanced or purchased a new home, I referred over two dozen people to him.

 

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Comcast Massive Fail: Who’s to Blame?

Cable company rep bullys Customer trying to cancel service – A Comcast Customer service representative makes it almost impossible for a Customer to cancel his cable service. The Customer, who recorded the call midway through, is harassed and scolded for nearly 10 minutes by the rep. This story has exploded all over the Internet and received national media attention.  Listen to the recorded call yourself.

 

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Lebron delivers World-Class service To Cleveland

 

The Shocking Decision – By now you have heard that LeBron James is headed back to play for the Cleveland Cavaliers, the place he grew up. Like LeBron, I love Cleveland, it is my home and I am very proud of it. However, to be honest, I never thought Cleveland had a chance to get LeBron back. Why would he return? Why would he choose Cleveland, Ohio, over Miami, Florida? The contract was exactly the same. Miami is thought of as one of the best cities in US, and Cleveland is stereotyped as one of the worst. Miami has the better weather, nightlife, and beaches. Miami has been to the NBA finals the last four consecutive years and has won the championship twice. Cleveland has not won any championship in any major sport since 1964. Seems like an easy decision for any professional athlete, especially one like LeBron who could be considered the best of all time; that is if he wins several more championships. So you can see my total shock when he announced he was coming back to Cleveland.

 

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The Customer eXperience Executive Academy

Wanted: Chief Customer Officer – The fastest growing C-level position popping up in the corporate world is CCO- Chief Customer Officer, also known as the CXO- Chief eXperience Officer (see past eService Who is losing sleep at night over the Customer). With the old paradigm, the Customer service duties were left on the plate of the director of training, HR, or the chief marketing officer. Regardless of your company’s size, someone in your organization has to be in charge of the Customer eXperience and all that goes with it. I am not talking about the head of the Customer service department-that is, call centers. I am talking about someone who oversees the entire company’s Customer service, every department. That someone should not be the president, CEO, or owner, but someone who reports directly to them. Companies have heads of operations, marketing, accounting, sales, and human resources, but our second biggest asset (other than our employees) is our Customer. Their happiness is determined by the Customer eXperience we deliver. Until recently, the vast majority of companies had no one in charge of the Customer or their eXperience. Regardless of your company’s size, you need to have someone who loses sleep at night over the Customer and how every department and all employee-training affects the Customer eXperience.

 

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Customer Experience is the new Marketing

Customer experience is the new marketing – Delivering a great Customer experience means that Customers do the marketing for you. In an article, “Customer Experience: Marketing without Marketing,” Annette Franz Gleneicki shares how having this community of loyal fans can save your brand thousands of dollars in marketing. Your company can focus on making the product, service and experience better and not use as many resources to constantly attract new Customers. Gleneicki quotes Robert Stephens, founder of Geek Squad, “Advertising is the tax you pay for being unremarkable.” I love that quote!

 

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Panera’s CEO reacts to decline in Customer experience
July 1, 2014, 12:49 pm
Filed under: Customer Service

 

Panera CEO fixing poor café experience - Panera Bread’s CEO, Ronald Shaich, told investors, “We’ve directly surveyed our Customers, and the top reason they cite for coming less often is the diminished in-café experience.” Slow lines and inaccurate orders were prominent among Panera Customer complaints.

 

*TDG Disappoints [related article]

 

Panera 2.0 Customer Experience – After listening to its Customers and making the Customer experience a top company priority, Panera Bread has launched Panera 2.0− a series of integrated technologies to enhance the guest experience for all consumers no matter how they choose to use Panera.  “Panera 2.0 is an investment in the Customer enabled by technology and powered by operational excellence,” Shaich said in a release. “We believe it will reduce friction such as wait times, improve order accuracy, and minimize or eliminate crowding−all while creating a platform for an even more personalized experience.” Panera is focusing on personalization. It enables a differentiated food experience−when and where you want it−from customized menus and tailored content to offers through the MyPanera loyalty program.

 

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