John DiJulius | Customer Experience Blog


It’s about TIME | AMAZON’s Bezos | The New Word of Mouth

“Changing the World by Creating a Customer Service Revolution…

It’s about TIME – Speed of time and speed of service are as critical to the customer experience as anything.  Too often it is part of fundamentals, but does not get the time it deserves in operations, training, and mindshare of all employees. Everyone in the organization has to understand how valuable time is to the customer.

No time to Wait – In the great book, The Amazement Revolution, by my good friend, Shep Hyken, (who has been a keynote speaker at the Secret Service Summit) articulates very well the importance of time. Hyken shares how consumers consistently report to researchers that they are working harder and longer hours than ever before, that they experience serious stress in their lives because of the lack of available time to do everything they want to do, and that they flat-out resent being kept waiting. It is vital that business demonstrate to their customers that their time is always regarded as a critical resource. Their time will always be respected by sending silent cues and signals such as, “I am here. I see you. You are the most important priority for me right now, and I am not putting any other task in front of the task of serving you.”

New Word of Mouth – Word of mouth use to be the most influential tool to a brand’s reputation.  Today is a new age, and through social media outlets, the voice of the customer can create brand evangelists or brand assassins at warp speeds. College Works Painting, headquartered in Southern California, has always prided themselves on being at the top of their industry for customer service; but they found out the hard way about the new word of mouth. One unhappy, disgruntled customer created a blog where he complained aggressively about the job that was done for him.   His blog dominated the search engines for four years.  As a result of this brand terrorism CWP estimates that it lost millions in revenue and countless employee candidates.

Just say Yes – As a result of the beating CWP took from that nasty blogger, CEO Matt Stewart now Matt Stewart shares the lessons he learned. “After committing to truly becoming a world-class customer service organization, we changed our entire culture and attitude toward every customer we contact. We don’t care who is right or wrong, we look at ourselves through the eyes of any customer, and we fight for 100% satisfaction.  We say ‘sorry’ more, we say ‘yes’ more, and we move very fast and very transparently. Our philosophy is Yes is always the answer, now what is the question? This is a way of life for us, and for me personally.”  You can hear Matt live, as he is one of our keynote presenters at this year’s Secret Service Summit.  Matt will share how he has helped to build multiple successful businesses based on delivering a world-class customer and employee experience.

“…To be the earth’s most customer centric company” – A pretty ambitious goal, but I wouldn’t bet against the author of that statement, Jeff Bezos.  Recently Success Magazine featured the founder and President of Amazon.com in their August issue and as always, the pioneer stressed how Amazon’s Jeff Bezos from Amazonsuccess is built around fanatical drive on the customer experience. Some excerpts from Bezos: “The customer experience is the critical guiding hand. Our vision is to be the earth’s most customer centric company; to build a place where people can come to find and discover anything they might want to buy online.”  With that type of vision from the President, is it any wonder why Amazon.com has revolutionized not only ecommerce, but also retailing and publishing as well? The article said, “If the Internet were rock & roll, Bezos was its Elvis.” Bezos cites the fundamental differences between an entrepreneur and professional management, “entrepreneurs are more stubborn about the vision and keep working on the details. One of the dangers about bringing in professional managers is the first thing they want to alter is the vision. The rule of thumb is to be stubborn on the big things and flexible on the details.”

Quote of the Week –

“We are not for everyone, nor do we want to be. We are for the 1% who wants to emerge as

the best-of-the-best and are not afraid to work harder and challenge themselves

to see how much greatness they actually have inside.”

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~John DiJulius best-selling author, consultant, and keynote speaker, is the CVO of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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