John DiJulius | Customer Experience Blog

Irrefutable Evidence Hospitality Pays Huge Dividends
July 11, 2012, 8:19 am
Filed under: Customer Experience, Customer Service, Patient Experience


Irrefutable Evidence Hospitality Pays Huge Dividends


I recently came across an incredible “hospitality index” report that was featured on

 Mad Money (Jim Cramer), demonstrating how the stocks of 17 companies who have mastered the art of hospitality compared with the rest of the market. The report looked at companies like Whole Foods, Amazon, Costco, Apple, Southwest, Nordstrom, and Bed Bath & Beyond. The results are incredible and irrefutable. From before the studystarted to its completion, the hospitality index outperformed the 

S&P by four times; the hospitality index gave you a 257% return to the S&P’s 65% return! These companies have demonstrated when you take care of your customers, they become more loyal, refer more, spend more, become less price sensitive, have higher employee retention, and lower turnover — which results in superior financial performances.



What are you waiting for? You must not only watch this eight-minute video on Hospitality Pays, but also show it to your CEO/President and every executive in your company. It should also be seen by every employee in your company. If you ever thought about joining the Customer Service Revolution, now is the time.


Wanted: Chief Customer Officer – It has been predicted the fastest growing C- level position popping up in the corporate world is CCO – Chief Customer Officer. The recent recession was a wake-up call to nearly every industry and definitive proof that the companies that were dramatically less affected were the companies that were built around the customer experience. As a result, we are seeing an emergence of CCO positions being filled. With the old paradigm, (which is still prevalent in the majority of companies) the customer service duties were left on the plate of the director of training, HR, and/or Chief Marketing Officer. In a recent article in Forbes, “Telling the Customer Story Through the Chief Customer Officer,” Frank Eliason, Senior VP of Citi said, “I expect we will see a huge growth in the Chief Customer Officer role. It is already the number one growing C-suite position that’s there and is going to grow tremendously.” Eliason goes on to say, “We are entering the relationship economy. The CCO delivers relationships. They deliver the customer story. I view that the role of the CCO is to bring the view of the customer to life.    Read the entire article.


If you have a CCO, or someone who you are considering leading your company’scustomer experience, you must send that person to The DiJulius Group’s Secret Service Certification class.


Controversial High School Commencement Speech – “You are not special” was the theme of a commencement speech given by a teacher to the 2012 graduating class of Wellesley High School in Massachusetts. It has sparked a lot of controversy. David McCloud Jr., an English teacher, told the graduating seniors they have been pampered, coddled, and doted on. “Contrary to what your soccer trophy suggests, your glowing seventh grade report card, you’re nothing special,” said McCloud. His point was that they should seize the future by doing what they love rather than taking a job for money. “Climb the mountain not to plant the flag, but to embrace the challenge, enjoy the air and behold the view. Climb it so you can see the world, not so the world can see you” he concluded. I strongly encourage you to  watch this his entire speech, I actually found it a refreshingly strong message. 





When you truly serve people, your goal is not to make money
or to get people to do what you want, but to take care of their needs
and leave them better than you found them.



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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