John DiJulius | Customer Experience Blog

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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The Customer Service Revolution Book is available to order!
November 6, 2014, 7:20 am
Filed under: Customer Service

John’s new book! The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books) – In today’s world, it is all about rapid transactions versus genuine interactions. John DiJulius illustrates ways to teach every member of your organization to have empathy and compassion for their Customers, internally and externally, which builds relationships, creates emotional connection and fosters brand loyalty. The Customer Service Revolution is a practical-and entertaining- guide to offering exceptional experiences, which is currently one of the only sustainable differentiators among competing businesses.

Be the brand people cannot live without – Learn how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and are making price irrelevant! Learn ways to teach every member of your organization to have empathy and compassion for their Customer, internally and externally, which builds relationships and creates emotional connection and brand loyalty.

Praise -

“In this hyper-connected, hyper-informed let-the-seller-beware world, the old rules of customer service just don’t apply. John DiJulius gets that. He also knows that service comes from a happy heart. You’ll learn something valuable about customer relations, sure. But you can learn something even more important from this book: How to be a better person.”

-DANIEL H. PINK, New York Times bestselling author of To Sell Is Human and Drive


“This is not only a book that every manager should read, but also every employee. If you want to take advantage of what John DiJulius teaches, then everyone must be part of the customer service revolution.”

- SHEP HYKEN , customer service expert and New York Times bestselling author of The Amazement Revolution


“John DiJulius is leading a radical rethinking of customer service that can revolutionize your business. This book will become the new standard for how we think about customer service and competitive advantage.”

-Joe Calloway, author of Be the Best at What Matters Most


“DiJulius’s commitment to ‘changing the world’ comes at a time in business history when it is desperately needed. Advancements in technology and efficiency, coupled with an expanding global economy, have led to an unparalleled competitive landscape. Ultimately, service is the only differentiator. The Customer Service Revolution is a straightforward blueprint for building sustainable advantage in any industry and is a must-read for anyone looking to build world-class experiences.”

-Derek Kaivani, director of PwC Experience, PricewaterhouseCoopers

“John DiJulius is the real deal. He will show you how to create a customer service revolution so powerful that your price will become irrelevant. He is a master at creating the exclusive experience and is the world’s expert on dazzling customers. Do yourself a favor and drop everything you’re doing and read this book-it’s worth it!”

-Rory Vaden, cofounder of Southwestern Consulting and New York Times best-selling author of Take the Stairs


Order yours today – The Customer Service Revolution is certain to be best-seller, and will be available January 2015. Pre-order your copy of The Customer Service Revolution. If you are interested in bulk orders for your staff contact Nicole at 440-443-0028 or

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9 things your Customers do not want to hear from you
October 29, 2014, 12:45 pm
Filed under: Customer Service
1. “No problem” – The biggest street-slang terms used in every business today are the responses “no problem” or “not a problem.” By saying “no problem” the message is that what the Customer is asking of you is not a problem for you. However, when we are serving others, it is not about our convenience; it is about what the Customer wants. See past eService No problem is a big problem.


2. “No” – Eliminate the word “no” from your company’s vocabulary; no one should ever be allowed to use that word. You may not always be able to say yes, but offer alternatives and options and never allow anyone from your company to utter the word no. You will be amazed at how creative your team will get at satisfying Customers.


3. “I don’t know” – I am fine with someone saying “I don’t know” or “I am not sure about that,” as long as they follow up with “I would be happy to find out for you.”



4. “It’s not our policy” – As a Customer, I don’t want to hear “No, it is not our policy.” If you actually think about it, policy is the complete opposite of personalize. I don’t care about your policy; your policy is a blanket statement that was written for the masses. See past eService Policy is bad.
5. “I had no idea, they do that all the time” – Everyone loves to over share. Why? Because they want to make sure the Customer knows a problem wasn’t their fault. “I didn’t know you were here.” “The receptionist never informed me.” “If I would have known, I would have been out sooner.” Or “Shipping didn’t next day- air the package . . . I told them . . . I put it on the order . . .They do this type of stuff all the time.” Does the Customer really need to know who screwed up and why? All they need to know is how sorry we are about what happened, and here is what we are going to do about it. If we need to address something internally with other departments or coworkers, that’s our business. Our Customers do not need to know about our dirty laundry.

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10 stories how “policy” destroys brand loyalty
October 21, 2014, 11:05 am
Filed under: Customer Service

Policy can kill your brand – Policy is a bad word. Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them. This leads to a significant amount of time that companies spend on creating and enforcing policy versus creating positive Customer experiences. Generally employees want to do what they are taught, and many times do not do a good job of understanding when exceptions should apply. For instance, front-line employees take the word ‘policy’ literally.  That is why I always replace it with the word ‘guideline.’


Related: Only two weeks left to be part of the Customer Service Revolution


No money back on consumed coffee - A manager of an auto repair shop enforced a company policy that doesn’t allow Customers money back on coffee that has been partially consumed. It turned into an argument where the police where eventually called. By the way, the Customer had already spent over $800 in repairs.  The ‘policy’ is they don’t return half-consumed beverages (see past eService Fight for $3 only to lose $800) 


Restaurant charges person for using restroom – A restaurant in Houston, Texas, area has a sign posted in the bathrooms that says there is a $5 charge for non-Customers who use their restrooms.  This same restaurant sent a woman a bill for $5.00 for using the restroom (see past eService Restaurant sends consumer an invoice for restroom visit).


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Is Zappos really that good at Customer service? Manager fired for responses to online reviewers
October 14, 2014, 5:03 pm
Filed under: Customer Service


Manager fired for poor responses to negative reviews – A manager at the budget Georgian House Hotel, reacted unprofessionally to Customers who complained about his hotel on TripAdvisor. Instead of reaching out to see how he could make it right, he took the total opposite approach! The goal should be to have Zero Risk to deal with as a company. Here are a few of the responses he posted on TripAdvisor:

“What do you expect for so little cash?”

“If you want a good breakfast go to the Hilton and pay £100.00 a night. You pay little you get little.”


“Thanks for your money, sucker. Long may the idiot line continue.”

“With only one person to look after the place what do you expect. Think about what you paid.”

Low Service Aptitude – Not surprisingly, this manager was fired. I cannot stress enough how important Service Aptitude is to how consistent your company delivers outstanding Customer service. It is not your employees’ job to have high Service Aptitude, it is the organization’s responsibility to train them.

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How have you weathered the Social Media Storm? JetBlue delivers Secret Service on flights
October 7, 2014, 2:44 pm
Filed under: Customer Service

JetBlue creates great Secret Service system – JetBlue Airways announced recently that it will provide each inflight crewmember with an iPad mini in order to enhance their ability to deliver a personalized Customer experience. This Secret Service system will allow flight attendants to know more about their passengers onboard, i.e. Customer intelligence. By December 2015, not only will inflight crewmembers be able to access passenger’s schedules, review their hotel and transportation information and acknowledge changes, they will also be provided access to Customers’ onboard purchase history in an effort to personalize the onboard experience for better Customer relationship management. By April 2015, every inflight crewmember will have a device for onboard use. Read more JetBlue Introduces iPad Minis Onboard for Enhanced Customer Experience.

Related: One month from today – America’s #1 Customer Service Conference

The Social Media storm  – Social media has turned Customer service upside down. No advancement has disrupted the Customer-care landscape on the same order of magnitude – or as quickly – as social media (past eService biggest influence on Customer service in the last 50 years).  Recently I read a very informative study on the effect social media is having, and I think it would be excellent to share with your management team: Social Media one year later. I warn you that some of the language could be found offensive to some. Here is my summary from the report:

  • At its core, Social Media is a way millions of people have conversations online 24/7
  • Three out of four Americans use social media
  • Two thirds (2/3) of the global internet population visits social networks
  • Technology is shifting the power away from editors, publishers, and businesses. Now it is the people who are in control.
  • Social media is like word of mouth on steroids.
  • 100,000,000 videos are viewed on YouTube per day.
  • If Facebook were a country, it would be the 8th most populated country in the world, just ahead of Japan.
  • Today it is a dialogue not a monologue.
  • Most companies are treating social media like another marketing channel.
  • Stop thinking campaigns, and start thinking conversations.

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