John DiJulius | Customer Experience Blog


Anytime Fitness #1; CVS makes brave decision which costs billions in sales

CVS stops selling cigarettes, forfeits $2 Billion in sales – CVS, the largest pharmacy chain in the US, made the courageous choice to stop selling cigarettes and other tobacco products in all their nearly 8,000 stores.  “We’ve got 26,000 pharmacists and nurse practitioners who are helping millions of patients each and every day,” said Larry Merlo, the chief executive of CVS Caremark. “They manage conditions like high blood pressure, high cholesterol, and diabetes – all conditions that are worsened by smoking. We’ve come to the decision that cigarettes have no place in an environment where healthcare is being delivered.” Why has no other drugstore chain ever done this before? Considering this decision will cost CVS $2 billion in sales, we say,  “Kudos to CVS.” Read the entire story.

 

Anytime Fitness #1 Franchise – The DiJulius Group is proud to announce that one of our consulting clients, Anytime Fitness, was ranked No. 1 by Entrepreneur magazine’s annual “Franchise 500” list. Anytime Fitness is the world’s largest and fastest-growing co-ed fitness club chain. It was also recently named “One of America’s Most Promising Companies” by Forbes magazine, as well as the “Best Place to Work” by Minnesota Business magazine two years in a row. I haven’t worked with too many companies that can rival the amazing culture created by co-founders Chuck Runyon and Dave Mortensen. Nearly 1500 employees are sporting an Anytime Fitness logo tattoo. The purpose of Anytime Fitness is ‘to improve the self esteem of the world.’ In 2014, The DiJulius Group is helping Anytime Fitness launch their new Customer Service Vision statement to all 2,500 clubs around the world: Surprisingly Personable Experience.  Their pillars to the service vision statement are Care~Coach~Connect.

 

 

 

The Meaning of Yes – Stephen J. Cloobeck, Chairman and CEO of Diamond Resorts International, uses the mantra ‘The Meaning of Yes’ for his entire company as a relentless commitment to Customer service. While it applies to the hospitality industry, it is applicable to all businesses industries. This is so timely, given that too many businesses offer transactional, impersonal, lackluster or unhelpful Customer experiences.  Watch Cloobeck’s interview about DRI building their brand around ‘The Meaning of Yes’.

 

 

Johnism

 

 It is not employees’ responsibility to have high service aptitude;
it is the company’s to give it to 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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