John DiJulius | Customer Experience Blog


“WELCOME TO THE NEW ERA OF CUSTOMER SERVICE”
October 26, 2009, 8:00 pm
Filed under: Customer Service, Uncategorized, What's the Secret?

The “HAVES” & “HAVE NOTS”

Which one are you?

The level of Customer Service delivered by businesses is starting to look like the wealth in the world today. You GraphAhave the “HAVES” and the “HAVE NOTS.”  You can see that from 1997-2007 (Graph A) all businesses fell into five levels of customer service:  Level 1, Unacceptable, to Level 5, World Class.  Level 3, Average, is not surprisingly where most companies fell at 38%.

However, if you look at the new study (Graph B) of the last 18 months synced with the recession, the results are almost shocking.  The good news: Level 4, Above Average, customer service companies actually grew 2%, and the 3% of companies that were World Class are still World Class. That did not drop off like some feared.  So that tells us there has been an increase (2%) in companies that have seen the value of improving their customer service level in order to compete in today’s economy. The 21% (original Level 4 & 5) have not compromised on their commitment to superior customer service. However, the shockingly bad news is that more organizations have GRAPHBgotten worse.  Levels 1 and 2 have spiked 15% combined, while Level 3 has dropped from 38% to 21%.  Level 3 used to be where most companies lived, but today is shrinking.  What this tells us is companies have figured out they either need to be really, really good, and make a considerable long term investment in customer service or they might as well stink and try to save money on the training, hiring and payroll that it takes to be superior.

To find out what level customer service company you have, visit Company Service Aptitude Test

“Customer loyalty is every company’s greatest asset in any economy”
Yeah, yeah, yeah.  You know it.  You’ve heard it before, but now people are finally believing it and wishing they had bought into it a long time ago. When times are good, too many organizations focus on selling and marketing versus delivering an experience and generating higher customer loyalty, retention, increased referrals, and price irrelevance. The best thing about this recession is that the value of great customer service has never before received so much recognition.  Our proof comes over these past two years when The DiJulius Group has grown considerably.  We’ve been forced to offer additional services, products, and add additional speakers and consultants to our organization just to handle the increase in demand for help by organizations seeking to join the customer service revolution.

Over the years, I have been extremely fortunate in two areas: 1) I have had the honor of presenting at large conferences with some of the most successful speakers and consultants whom I have looked up to and mirrored in my business model. 2) I’ve worked with some of the most amazing organizations who, long before hiring me, were world-class customer service organizations, and since have adopted my ideas and systems and made them even better.  I am extremely proud to tell you that I am bringing them all together for two days in November to provide something that has never been done before.  The DiJulius Group is producing the first annual Secret Service Summit, bringing the leading experts and executives, from cross industries, to share best practices and systems on how to build and operate world-class customer experience organizations.

Here is what makes this two-day conference unlike anything ever offered before.

·       For over two days, four of the most respected authorities, best-selling authors, most sought after consultants

John R. high resolution

John DiJulius

to fortune companies all over the world will be together on the same stage sharing their wealth of knowledge and experience and telling how and why they’ve achieved what they have.

·       Present will be six executives who run world-class customer service organizations and are NOT professional speakers or consultants. So why would you want to listen to them? Because there’s value in knowing what it takes to build and run the day-to-day operations of World-Class customer service companies such as The Ritz Carlton Hotel, The Melting Pot, Zappos.com, as well as a world-class law firm, accounting firm, and health care system.  No one knows better what it is like to be at the pointy end of a spear, dealing with budgets, staff buy in, economic highs and lows, and countless other demands.  Yet all of them and their organizations are best in class in their sector and have ignored traditional wisdom in their own industry.  They’ve made a superior customer experience their single most competitive advantage.

·       We have experts from virtually every industry, hospitality, professional services, medical, and e-commerce sector.

·       There will be a panel discussion made up of the executives from these leading world-class customer service organizations, allowing every attendee an opportunity to ask tough questions on the “how to do, what to do, and what not to do” issues.

If you take your service seriously, you need to be part of this event.  The content shared will be a necessity to any organization that wants to raise the bar and compete on service.  The networking opportunities, in addition to this line-up, create immeasurable value.  We’re quite proud of the partnerships and business dealings that have taken place between our attendees (as well as one marriage!).  Missing this event could cost you millions in clients, sales, and staff!  Don’t wait to be part of the revolution.   It’s happening now!

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2 Comments

John, Great article. So depressing to see the decline in customer service focus by 15% of the companies. However, in a “glass is half full” world, this is great news for the rest of us who understand the value of building customer relationships.

Comment by Deborah Chaddock Brown

[…] was just reading John DiJulius’ recent newsletter in which he shares the latest statistics on customer service.  In the past (survey from 1997-2007)38% of companies ranked a “3″ on a 1-5 scale in […]

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