John DiJulius | Customer Experience Blog


Why You Are Not As Good At CX As You Think You Are
In Denial

Bain & Company, a business-consulting firm, asked leaders of 362 companies if they felt their companies delivered superior customer service. 80 percent believe that the service they provided was indeed superior. What these companies didn’t know was at the same time, Bain & Co. was surveying over 3,000 customers, asking them if they felt they received superior customer service. Only 8 percent of customers surveyed described their experience as superior. How can 80 percent of the companies think they are providing superior service, but only 8 percent of their customers agree with them? Who’s right?


Has Uber’s Leadership Finally Gone Too Far?
A few weeks ago the CEO of Uber, Travis Kalanick, apologized for cultural failings at his company after a former employee alleged she was harassed and discriminated against while working there. Is it too late for the company that revolutionized public transportation? Kalanick apologized for a lack of diversity in the company’s workforce and for not properly responding to employee complaints. Uber & Kalanick are no stranger to public controversy. Last month, the #deleteuber movement came about after customers accused Uber of breaking a New York taxi drivers’ strike and allying itself with President Donald Trump. Then this past weekend, former software developer Susan Fowler wrote a blog post alleging that she’d been sexually harassed during her year at Uber and that the company’s HR department had tried to protect her manager, rather than resolve the situation. In a February 2014 GQ profile, Kalanick said people referred to the company as “Boob-er” because it helped him attract women. A few months later, Uber employees in France offered riders a chance to be driven by “sexy girls.”

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The 5 Things CEOs Regret Most On Their Deathbed About CX | Simon Sinek: How To Lead Millennials | Ask John
March 15, 2017, 6:24 am
Filed under: Customer Service, Service Vision
The 5 Things CEOs Regret Most On Their Deathbed 

 

1.Executive sponsorship – It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team; otherwise it will be considered “flavor of the month” or “management by bestseller.”

2.No one losing sleep at night over the CX – Over the last several years, one of the most often discussed topics continues to be, who is in charge of your brand’s customer? I am not talking about your call center, customer service reps, or customer support. Regardless of your company’s size, or business model, someone in your organization has to be in charge of the customer experience and all that goes with it.

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An Oscar Mistake
March 8, 2017, 6:14 am
Filed under: Customer Service, Zero Risk
Mistakes Happen 

 

By now you have probably seen the Oscar screw-up in which Warren Beatty and Faye Dunaway where given the wrong envelope and falsely announced that “La La Land” had won the Academy Award for best picture. It was a very unfortunate mistake, one I think the majority of the public felt bad about and understood that mistakes happen (Steve Harvey was forgiven for his similar screw-up at the Miss Universe 2015 pageant).

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Are You Reacting, Predicting Or Dictating Consumer Behavior?
Are You Reacting, Predicting Or Dictating Consumer Behavior?

 

Reacting = Road kill
Predicting = Passenger/hitchhiker
Dictating = Driver

Forget about 2017, to guarantee growth and survival, you better be working on what your 2022 Customer Experience model will evolve to. If you haven’t started working on the innovation of your future experience, you are in danger of being a passenger or even worse road kill. Why is this important, because every so often, a product or service comes along that can eliminate other products all together. Worse yet, there are even some examples of one single product eliminating entire industries.

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What Your Satisfaction Scores Are NOT Telling You | The Millennial Generation Lacking Service Aptitude
February 8, 2017, 5:02 am
Filed under: Customer Service, Service Aptitude
What Your Customer Satisfaction Scores Are Not Telling You 

What Your Customer Satisfaction Scores Are Not Telling You
Having strong Key Performance Indicators that are tied directly to your company’s Customer Experience is critical to your company joining the Customer Service Revolution. However, most Customer satisfaction reporting is not 100% accurate. This can be a major problem if you are holding leaders and Customer facing employees accountable. Your Customer satisfaction rating system must isolate different touch points of the Customer’s journey, otherwise the reports are only valuable as a brand experience and cannot be tied to any individual’s performance.

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Make The One Thing The ONE Thing | We Need Unreality Checks
February 1, 2017, 5:11 am
Filed under: Service Vision
Make The One Thing The ONE Thing

You can say all you want about what your #1 priority is, however, until you create a system that is measurable and accountable, it is just lip service. One of my favorite things to ask the CEO’s of my consulting clients is, “what is the one thing, we can help you improve, that will have a significant impact on your bottom line.” I had one CEO tell me that a 1% improvement would result in millions of dollars. So when you know what that one thing is, you make it the ONE thing. You become obsessed with creating a system that has an applied metric that everyone in the company can monitor hourly, with real time feedback. And when I say everyone, I mean whenever that ONE thing isn’t done, every time that ONE thing isn’t done, alarms and sirens go off. The Customer-facing employee knows, their leader is immediately notified; the CEO and COO receive an automated text to their personal cell phones. Your system should be similar to this scene from the movie Monster’s Inc.

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