Filed under: Training To Provide A World-Class Experience, World-Class Leadership
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.
What Your Customer Satisfaction Scores Are Not Telling You
What Your Customer Satisfaction Scores Are Not Telling You
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.
Company Service Aptitude Test (C-SAT)
When it comes to Customer service, do you know the rating for your company, location or department? The DiJulius Group has created an incredibly powerful tool called the Company Service Aptitude Test (C-SAT).
The C-SAT not only pinpoints the Service Aptitude Level of your organization, but more importantly, it lets management know where the strengths and opportunities are in order to get to the next level. The C-SAT is based on the X-Commandments to providing a World-Class Customer experience from the groundbreaking book What’s the Secret? These are the 10 principles shared by every great Customer service organization.
Filed under: Creating A World Class Internal Culture, Customer Service, Secret Service Systems, World-Class Leadership
Do you have a solid Customer Experience strategy for 2017? The experts of The DiJulius Group share some of their insights for what they believe will be key for this coming year.
The following is by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group.
How To Prepare Millennials To Be Our Next Generation Of Leaders
So much has been made of the Millennial generation. There have been countless articles and even books published on how to manage and lead this generation in the work force. This is nothing new. Every new generation brings change and new technology with them as they take their first positions. The primary difference now is that technology changes so much faster then ever before, with smart phones leading the way. The technology that Millennials were raised on is now making its way in to offices and storefronts. Change can be difficult, but change can also be very good.
Filed under: customer experience management, customer experience news, Customer Service
Filed under: Customer Service, Customer Service quotes, Customer Service Revolution, Customer Service skills, Customer Service Training, Customer Service Vision
In case you missed them, the 10 most popular eServices of 2016 were the following. I suggest printing them out, reading and sharing them with your management team.
There are certain things in life that you don’t want to price shop, look for discounts or take the lowest bid. Things like a heart surgeon or new brakes on your family vehicle.
The value placed on these services is extremely high and there is potential for irreversible damage. Which means in these circumstances you cannot afford to choose anything less than the best. How good of a job are you doing at creating value on the expertise and experience of your services? You need to make your Customers fear that if they choose anyone else, there will be irreversible damages. We need to educate our Customers that they cannot afford to go cheap.
We all have a company or two that we can’t fathom life without. What are the few companies that you would be extremely upset if I told you, “You can no longer do business with them, ever again?” When I ask my audiences this question, the same brands always get mentioned: Apple, Starbucks, Nordstrom, & Amazon as well as local mom and pop shops. Now the important part is, think about what they have done and what they consistently do to make you so loyal, to make you feel that you cannot live without them. That is power. That is brand loyalty. The more people you can make feel like they cannot live without your brand, the closer you are to making price irrelevant.
I have had the good fortune to experience and witness many professionals who truly know how to serve. However, there is one person in particular that consistently blows me away on how he builds rapport instantly with strangers and learns so much about other people in only a few minute conversation. This person is my thirteen-year old son, Bo DiJulius. I have been so intrigued by his ability to strike up a conversation with someone he has never met before and have him or her share so many intimate details with a teenager. So I asked Bo if he could share how he does it.
Customers crave recognition and a personalized experience. In short, technology cannot provide genuine hospitality. It cannot express empathy, make people feel good, take care of others, express emotions and vulnerability in a relatable way, or make people laugh. We have subconsciously sent the wrong message to all our employees, that it is about the technology – our website, apps, social media, virtual tour, iPads, kiosks, self-check out. So our employees have started using the technology as a crutch, thinking they have less importance, less of a role with the customer. They rely on the technology to provide the experience. We need to reverse that. Customer experience is 10% technology and you are 90%.
We have all heard the preflight safety announcements when the flight attendant says, “You must put on your own oxygen mask before helping those around you.” What use will you be to anyone else if you do not take care of yourself first? Think of how that applies to our life and what we need to do for ourselves before we are capable of impacting those around us.
RBF is something to be taken seriously in all of our businesses, with any of our Customer facing/interacting employees, whether it is face-to-face, ear-to-ear, or click-to-click. A smile is just as much a part of the uniform as anything else employees are required to wear: uniform, nametag, hat, and smile. Everyone should have a smile and it should be genuine. A smile shows teeth. In my companies, we have sent team members home for being “out of uniform,” for not smiling. I like to tell my employees, “If you are happy, tell your face.”
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 average annual global budget spent on marketing and advertising is $500 billion a year compared to $9 billion spent on customer service. The shortsighted obsession of constantly bringing new customers/traffic to your business is significantly more expensive than building an incredible customer experience. Companies spend millions creating and advertising their brands, yet the customer’s experience is what drives customer perception and loyalty.
How do you know if you received an ‘Experience’ or just a ‘Service’? How do you know if you have delivered an ‘Experience’ or just a ‘Service’? Customer Service is WHAT you do; Customer Experience is HOW you do it. Turning what was once a mundane transaction into a unique memorable moment means you have to re-evaluate everything you do, every way you interact with your Customer, regardless of the length. It could be a one-hour face-to-face meeting, a conference call, a 10 second check-in, a call transfer, or an email reply.
My entire life I have been a collector of something very rare and priceless. People compliment me on my collection all the time. I believe it is the best gauge of a person’s character. I constantly stress to my three sons and all my employees that they should collect the same thing I do. What I collect are rare people in my life. The key word is rare, for I am extremely choosy on whom I collect. I collect relationships with uncommon, loyal, unique, high moral, genuine, and most importantly POSITIVE people. If people judge me by who I surround myself with, I am a champion.