John DiJulius | Customer Experience Blog

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. 

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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.

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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.

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Real cost of our new social world; Are you Zero Risk?
April 8, 2015, 4:52 pm
Filed under: Customer Service
The things you miss because you don’t live in the moment – Last week I enjoyed spring break with my family in beautiful San Diego. While we had a wonderful time doing the typical touristy things; SeaWorld, beaches, Gas-lamp District, and Coronado, I did get frustrated how often we were glued to our phones texting, checking emails and social media. I did try to demand that everyone leave his phone in the car, which was met with a lot of resistance. And then, midway through my vacation, someone sent me this short video called “Look Up” to watch. I showed this video to my family and they all had the same reaction that I had — no one wanted to use their phones anymore while on vacation. 

The real costs of our new “social” world – “Look Up” speaks to the real cost of our new “social” world. It is an amazing story that has relevance for everybody every day. The things you miss because you don’t live in the moment. I strongly encourage you to watch and show this less-than-five-minute video to your family. And I challenge you to see if you catch the twist in the video, you have to watch closely. Let me know if you do by commenting here

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Social Service Media; Starbucks serves controversy with ‘Race Together’ Campaign
March 31, 2015, 12:22 pm
Filed under: Customer Service
Social Service Media – Last week I spoke at the Social Media Marketing World conference, where well over 2,000 people attended to learn more about how Social Media is evolving and having an impact on all businesses like nothing ever has before. Social Media is still in diapers and it is already an old paradigm. It is not just a one-sided marketing campaign to promote your brand. Today it is a primary channel to communicate and have conversations with your Customers. Social Media is rapidly increasing and soon will be the number one way your Customers engage with you, surpassing your Customer service reps in your call center. 

A World-Class online experience – Your employees who are managing your on-line presence and social media outlets, Facebook, Twitter, Yelp, etc., need to understand that what it takes to build a world-class online experience is not different from face-to-face or over the phone contacts. If you have someone who is irritated in front of you in a store, you would calmly apologize, speak softly and try to get them to walk over to a less crowded area where you can help them. That is exactly what social media marketers need to do. First address the upset Customer, ignoring them is the worst thing you can do. Second, get the conversation off-line, get them to call you where you can show empathy and resolve their problem. In many cases you can turn an online brand terrorist into a brand ambassador sharing how you were a hero for them all over social media. 

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