John DiJulius | Customer Experience Blog

5 World-Class Companies are Meeting the Expectations of Millennials | Boulder Crest Changing Lives | CXE ONLINE Academy is Now Available
October 26, 2016, 6:28 am
Filed under: Customer Service
5 World-Class Service Companies are Meeting the Expectations of Millennials
“The margin of error for businesses to get the customer experience right has never been more narrow as 68 percent of millennial consumers have stopped doing business with a brand due to a single poor customer service experience. As millennials’ economic influence grows to an estimated $200 billion annually in 2017, it becomes critical to deliver an exceptional customer service experience,” says columnist Ryan Jenkins in his article 5 Ways Millennials are Reshaping Customer Service.

The five companies Jenkins featured in the article were all The DiJulius Group’s clients, Mark Moraitakis, Senior Director, Hospitality and Service Design of Chick-fil-A; Glenn Mueller, President and CEO of RPM Pizza (Domino’s Pizza largest single franchisee); Adam Robinson, CEO of Hireology; Chuck Runyon, CEO of Anytime Fitness; and Tina Hodges, CEO and Chief Experience Officer (CXO) of Advance Financial.

Boulder Crest Retreat Changing Lives
Boulder Crest Retreat is a wellness center dedicated exclusively to our nation’s combat veterans and their families. They are committed to improving the physical, emotional, spiritual and economic well being of this remarkable community of heroes, and ensuring they have the opportunity to succeed in their new mission – a life of passion, purpose and service – here at home. At the 2016 Secret Service Summit, The DiJulius Group donated to Ken Falke, Chairman & Founder of Boulder Crest, to demonstrate our support for the critical part Boulder Crest is playing in the lives of the people who gave us our freedom.

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100% of Your Sales Come From One Place | Do You Know Your Biggest Expense?
October 19, 2016, 6:10 am
Filed under: Customer Service

Where Do Your Sales Come From?

Leaders love to talk about revenue streams by showing graphs and charts  with the breakdown of sales categories. It is important to know the percentage of sales generated by products or services and to monitor trends, especially growth and decline of your business revenue.

However, there is one critical component that every business has in common, which is never discussed. 100% of your sales come from one place. Your customer! When you look at it that way, it sheds a stronger light on why companies need to put more  emphasis on building an incredible consistent customer experience that becomes your number one competitive advantage and helps make price irrelevant.


The Battle Over Your Advertising Dollars vs. Customer Service Dollars
October 12, 2016, 6:02 am
Filed under: brand loyalty, Customer Service
ROI on Advertising vs. Customer Service?

Now is the time to shatter the myth that advertising delivers a higher ROI than customer service.

This is the time of year every department in every company is fighting for an increase in their budget. Determining what they are allowed to spend for 2017, especially the budgets of advertising versus customer service. The only way to win the battle is to prove which budget will produce the company a better ROI.

In 2016, the fact that this is even still a debate is a sign of old paradigm thinking by too many senior executives. The shortsighted obsession of constantly bringing new customers/traffic to your business is significantly more expensive than building an incredible customer experience.

urX | The Best Customer Service Quotes Ever Said
October 5, 2016, 6:02 am
Filed under: Customer Service, Customer Service quotes

There is an Uber Coming to Every Industry

Customer Service has never been more important than it is today. Today is known as the digital disruption era. Understand this: there is an Uber coming to every industry.

The more you intersperse technology between the customer and the company, the more you create complex systems prone to breakdown, and the more you remove the sense of dealing with a human being. Whether the technology is complex voice mail systems or social media, the net effect is to DEPERSONALIZE contact between customer and company.



Out-Love Your Competition
September 28, 2016, 9:24 am
Filed under: Customer Service
This is one of my favorite new phrases. Think about it. Nearly everything can be copied: the products or services that you sell, your décor, website functionality, menu, and prices. Can you really out-work your competition? Can you out-think them? The one area you can get a distinct competitive advantage is by out-loving the businesses you compete against. The only way to do that is stop the typical complaining that goes on about how difficult Customers can be, and just start appreciating them.

Expertise is Not an Advantage; Loyalty on the Decline
September 21, 2016, 5:42 am
Filed under: Customer Service

Is Expertise no Longer a Competitive Advantage?

An article appearing in the Harvard Business Review, titled, The End of Expertise, talks about how expertise is losing the respect that for years had earned premiums in any market where complex knowledge is valued. Talk to people in such professional service industries as private banking, auditing, consulting, even engineering, and you begin to hear concerns about the commoditization of professional knowledge. So much of what Customers would have called an expert for in the past, can be found online in a few minutes today.


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You are in the Customer Perception Business
September 14, 2016, 5:55 am
Filed under: Customer Service

**This week’s eService is written by our guest blogger Angela Crawford, Chief Marketing Officer, Direct Opinions, a full-service professional market research firm.

Customers Control Your Brand Perception, But Are You Really Listening?
In an age where many consumers report making a purchase decision based solely on the reviews of other customers, it is exceedingly more important for companies to know what their customers might say before theyDirect Opinions Logo read it posted online for the world to see.  In fact, more than 88% of online shoppers incorporate reviews into their purchase decision.  Even if you are not selling a product online, whether it is face to face or via e-commerce, 91% of consumers search for feedback online before making a buying decision.  Therefore, companies who recognize that the customer is now in control of their brand perception have the opportunity to create a real competitive advantage that will last well into the future.


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