John DiJulius | Customer Experience Blog


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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What a 13 Year Old Can Teach Us About Customer Service

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.

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Clicks and Mortar | The Answer is NO
August 31, 2016, 5:11 am
Filed under: Amazon, customer experience management, Customer Service

Clicks and Mortar

The past five years appeared to be the beginning of the end for brick- and-mortar retailers. Sales were shifting to e-commerce and physical stores were closing at an epic rate. However, something that most didn’t see coming, the retail pendulum is shifting again. It is called “clicks and mortar”, which combines in-store and online shopping. Amazon and Google are opening up brick-and-mortar stores.

Hugo Boss is teaming up with Uber to create “Boss On Demand.” It consists of three major services: Effortless Shopping, Impeccable Service and Inside Access. A car will pick up the client and deliver them to the appointment with a Hugo Boss stylist, allowing them to stay productive, return calls, hammer out emails and not worry about parking. Hugo Boss will also use Uber for its rush service. Did you spill soup on your shirt at lunch? Hugo Boss can Uber you a new one within an hour. Boss now offers free two-day shipping, and allows customers to designate a retail outlet to pick up alterations. It also means better profits for brands, according to a recent report by ContactLab and Exane BNP Paribas. Those who shop in-store and online spend 50% more in a year than those who buy in bricks-and-mortar alone.

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Cabela’s Customer Experience Stops Traffic | Hireology Offers Solution to Hiring Problems
Brick & Mortar Competing in Experience Wars

“I think it’s incumbent upon the responsibility of retailers
to create these fantastic experiences that’s going to sweep them away.”

~Howard Schultz

A few weeks ago a friend of mine, Tony Goins, EVP at Cabela’s, invited me to attend Cabela’s grand opening in Avon, Ohio. The grand opening didn’t start until 10 a.m., however, Tony suggested I get there by 8 a.m. As I got close to the address, I assumed there was some sort of accident ahead. There was a long line of bumper-to-bumper traffic and several police cars. After barely moving for several minutes, I realized it wasn’t due to an accident. All the traffic was from several thousands of people waiting in the Cleveland August heat for the new Cabela’s to open. I later found out people had literally been camped out for days to be one of the first 500 to enter the new store.

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Do You Suffer From RBF Syndrome?
The RBF Syndrome

RBF Poster Girl Anna Kendrick

For those who may not be aware, RBF is a face that, when at ease, is perceived as angry, irritated or simply … expressionless. It is popularly known as RBF (resting bitch face). It is commonly caused when a person makes a face, unaware, when thinking hard about something, in a zone, but perceived as unapproachable. There is even a Public Service Announcement regarding RBF.

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A Milkshake Becomes an Icon of Superior Customer Experience
The Answer’s Yes

I hate the word “NO!” I can’t believe how many people from so many companies use it. It should be stricken from the English vocabulary. That may be a little severe, but it certainly should be stricken from any Customer interacting employee’s vocabulary. I was speaking at a prominent hotel in Las Vegas and ordered room service when I got to my room. When asked if I wanted fries or coleslaw as my side, I inquired if I could have a side of fruit. The person’s response was a quick and unfriendly “NO, fries or coleslaw?” Since fruit is offered as a dish on the menu, NO was obviously not the correct answer. A more Customer friendly answer may have been, “certainly, while you cannot substitute the fruit for your side dish, I can add it to your order if you would like.”

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