John DiJulius | Customer Experience Blog


Vision Quest | Your Employees Have Been Brainwashed
57,000% Sales Growth in Three Years

Ever snacked on a Quest Bar? I love Quest Bars. Now I love them even more after learning about entrepreneur Tom Bilyeu, and how this incredible visionary grew his company Quest Nutrition 57,000% in just three years and his team of employees from six to over 1,400. Bilyeu’s company is the second fastest-growing private business in the U.S.

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Do You Suffer From RBF Syndrome?
The RBF Syndrome

RBF Poster Girl Anna Kendrick

For those who may not be aware, RBF is a face that, when at ease, is perceived as angry, irritated or simply … expressionless. It is popularly known as RBF (resting bitch face). It is commonly caused when a person makes a face, unaware, when thinking hard about something, in a zone, but perceived as unapproachable. There is even a Public Service Announcement regarding RBF.

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A Milkshake Becomes an Icon of Superior Customer Experience
The Answer’s Yes

I hate the word “NO!” I can’t believe how many people from so many companies use it. It should be stricken from the English vocabulary. That may be a little severe, but it certainly should be stricken from any Customer interacting employee’s vocabulary. I was speaking at a prominent hotel in Las Vegas and ordered room service when I got to my room. When asked if I wanted fries or coleslaw as my side, I inquired if I could have a side of fruit. The person’s response was a quick and unfriendly “NO, fries or coleslaw?” Since fruit is offered as a dish on the menu, NO was obviously not the correct answer. A more Customer friendly answer may have been, “certainly, while you cannot substitute the fruit for your side dish, I can add it to your order if you would like.”

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Pokémon GO is a Business Game Changer | Chick-fil-A #1 Again
August 3, 2016, 6:27 am
Filed under: Chick-fil-A, Customer Experience, PokemonGo
Is Pokémon The Future Of Customer Experience?

Pokemania is spreading like wildfire. Pokémon GO, the hot new Augmented Reality (AR) game is not just another hot game on that market. What is most interesting is that it is a cultural phenomenon that blends reality with game play. While gamers see it as just another way to play games, business owners have quickly seen the opportunities of incorporating their real life business inside the game environment. Many businesses are reaping huge benefits by paying to have Pokémon located inside their business – which attracts players who want to catch it. A pizzeria in Queens, NY claims they are getting new customers all day trying to capture Pokémon. Now I know what some of you are saying, “I don’t want a bunch of people walking into my business without intentions of purchasing anything.” That mentality drives me crazy. Read my past eService about two totally different philosophies regarding foot traffic, titled Foot Traffic pays off if you have trust.

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Willy Wonka of Coffee | Miracle on the Hudson
Starbucks Opening Up Even More Upscale Brand

Starbucks has been the standard on what a coffee experience should be and are already the most expensive. CEO Howard Schultz feels he can truly make price irrelevant. The company announced that they will be launching a new chain called Starbucks Reserve-only in 2017. “We recognize our customers expect and desire a higher level of product and we want to give it to them,” Schultz said.

 

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Do you have a CX War Room? Zuckerberg unveils Facebook’s 10-year plan
May 4, 2016, 6:12 am
Filed under: Customer Experience, Customer Service, Stossel
My medical care is excellent but the customer service stinks

John Stossel wrote his most recent blog from New York-Presbyterian Hospital where he is being treated for lung cancer.  Stossel is the host of “Stossel” (Fridays at 9 PM/ET), a weekly program highlighting current consumer issues and appears regularly on the Fox News Channel. Here are some excerpts of his hospital experience:

“My doctors tell me my growth was caught early and I’ll be fine. But as a consumer reporter, I have to say, the hospital’s customer service stinks. Doctors keep me waiting for hours, and no one bothers to call or email to say, ‘I’m running late.’ Few doctors give out their email address. Patients can’t communicate using modern technology…I fill out long medical history forms by hand and, in the next office, do it again. Same wording: name, address, insurance, etc.”

Check Stossel’s post: My medical care is excellent but the customer service stinks.

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Knowing the difference between Customer Service & Customer Experience.
Think about the last time you were running through an airport, headed to the gate to catch a plane. You stopped at the store to grab a magazine, snack and water. The cashier said hello, scanned the items you were purchasing, told you the amount you owed, took your payment, put your items in a bag, gave you your receipt and thanked you. Was it bad? Not at all, it was a typical transaction that would repeat itself at 99.9% of stores you visited in any airport in the US. Was it a memorable experience? No, that purchase will never cross your mind again.

So how do you know if you received an ‘Experience’ or just a ‘Service’? How do you know if you have delivered an ‘Experience’ or just a ‘Service’. People use these words interchangeably. Is Customer Service the same as Customer Experience from an interactional standpoint? That is what this article will define: The difference between someone providing a ‘Service’ versus an ‘Experience’? Let’s break them down and see.

 

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