John DiJulius | Customer Experience Blog


What a Customer Service Revolution really is
May 22, 2013, 8:15 am
Filed under: Customer Experience, Customer Service, Customer Service Training

The DiJulius Group’s Purpose is – To Change the world by creating a Customer service revolution. We are so proud of the fact that hundreds of organizations all over the world have adopted this as their vision of how they want to build their business and distance themselves from the competition. However, for it to be truly successful, for it not to be just another mantra, annual theme, platitude, or flavor of the month, it is critical you understand what creating a Customer service revolution really means.

 

Customer Service Revolution

 

  

Let’s break that definition down to its core:

 

A radical overthrow of conventional business mentality – This is an approach or mindset to business unlike what anyone has ever thought about previously. It’s radical and unconventional. This unique concept consumes them, energizes them, and ultimately inspires them to create breakthrough companies, products and services.

 

designed to transform what Customers experience – Revolutionary companies created “experience epiphanies” that filled a gap Customers didn’t know they had. We are at our best when creating enduring relationships and personal connections.  When we are fully engaged, we connect with, laugh with, and uplift the lives of our Customers, even if it is just for a few moments. It is about the human connection.

 

and employees’ experience. – Experience it forward. What employees experience, Customers will. The best marketing is happy, engaged employees. Your Customers will never be any happier than your employees.

 

This shift produces a culture that permeates into people’s personal lives, at home and in the community – Genuine hospitality is not something you do, it is something that is in you. It is something in all areas of your life — to your Customers, employees, family, and neighbors.  Service is the rent we pay for the privilege of living on this earth. It is the very purpose of life, and not something you do in your spare time.

 

which in turns provides the business with higher sales, morale, and brand loyalty – The only businesses surviving with long-term sustainability are the ones fanatical about differentiating themselves through the Customer experience they deliver.

 

thus making price irrelevant – Based on the experience your Customers consistently receive, they have no idea what your competition charges.

 

Think about the companies that literally revolutionized their industries: Southwest Airlines, Zappos, Amazon, Starbucks, Chick-fil-A, and Apple. Each line of that quote applies to their radical approach to trashing the traditional experience model and re-writing history.  I invite you to join the revolution, this November!

 

Must do exercise – Every employee should read the definition to the Customer service revolution; however, before they do, ask them to explain what they think each line means to them. Defining Customer Service Revolution 

 

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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