John DiJulius | Customer Experience Blog


World-Class is not prejudice | Chick-fil-A 40 years of double digit sales growth | Do your customers have permission to spend more money | 3 Must Do’s for Social Media Management Making price irrelevant…

World-Class is not only for the high-end luxury brands – Would you be surprised if I told you about an upscale restaurant that regularly has fresh flowers and fresh ground pepper at every table, meals brought while you are seated, and regular acts of kindness such as employees carrying food for women with strollers and opening doors for elderly?  What if I told you this was not an upscale restaurant, but rather a restaurant that competes in the fast food industry. Yes, I am talking about Chick-fil-A, regarded Chick-fil-A Website as one of the truly great world-class customer service anomalies, like Zappos, Southwest Airlines, and Starbucks. Chick-fil-A is truly an innovator, disrupting a stale industry (quick service restaurants) and serving as a case study business model from which any industry can learn. Chick-fil-A has more than 1,500 locations and has an unheard of 40 consecutive years of double-digit sales increase.

Mark Moraitakis Every guest feels cared for in a way that cannot be duplicatedMark G. Moraitakis is the Director of Service Innovations and a nearly 30-year veteran of Chick-fil-A. Mark is one of our amazing keynote presenters at this year’s 2011 Secret Service Summit November 3rd & 4th.  Mark will share the key reasons for Chick-fil-A’s incredible success, and how they have revolutionized the customer experience model in the quick service restaurant arena that can be applied to any business. Mark describes the purpose of CFA restaurants: to ensure every guest has an experience where they feel cared for in a way that they cannot get anywhere else.  

A WIN-WIN Customer Experience – Last week I did an Experiential Tour Workshop with a group of executives from one of my consulting clients.  We visited several customer experience revolutionary retailers from different industries, found the common themes they all share, and discussed how those themes can be applied to their business.  One common theme that reoccurred was an improved experience that greatly benefitted the customer, left them surprised and appreciative, but also greatly benefited the organization.  For instance, if Nordstrom does not have your size in a style that you want, they will order it and ship it to your house or office for no extra charge.  Wow, that means I do not have to comeback next week and pick it up! Love that! What it also means is that at other retail stores, more than half of the customers do not come back to pick up their items because it is inconvenient and they lost the urge to purchase that item a week later. This excellent customer service system also ensures Nordstrom closes more sales.  

Give your customer permission to buy more – Have you ever ordered at a drive thru only to realize that you forgot something, yet you are too afraid to add it on at the pickup window because you think it will cause mayhem to the drive thru attendant?  I personally do not want my customers to ever fear buying more.  So what if, as you pulled up to the pickup window, there were a sign that said, “Did you forget anything? You can add it on here.”   This sign would make the customer thrilled that they can still get what they wanted and the restaurant gets more sales.  Win-Win.

FREE teleseminar September 14th – The DiJulius Group is staring a monthly teleseminar series for members of the customer service revolution personally conducted by John DiJulius on how to create a world-class customer experience organization.  Find out the secrets to becoming the best in your industry, making price irrelevant to your clients and changing the world by joining the customer service revolution.  Sign up to become a member.

Quote of the week –
Your success depends on the capacity of other people to carry out your vision to the end.
Your individual effect on the outcome becomes less and less. As others, through empowerment,
take on significant responsibilities with zealous commitment, many more will enjoy success.

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~John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President 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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