John DiJulius | Customer Experience Blog

Chick-fil-A bringing back family time | Do you trust your Customers?
March 9, 2016, 7:05 am
Filed under: Customer Experience, Customer Service
Chick-fil-A bringing back family time by offering a cellphone challenge

How many times has this happened to you; you go to dinner with your family and you realize no one is talking because they are all on their phones checking their Facebook status, Twitter & Instagram accounts and responding to texts? I am embarrassed to say it has happened to me more times than I can count. Americans now spend an average of 4.7 hours per day on their phone, according to a 2015 Informate Mobile Intelligence study.  “We really want our restaurant to provide a sense of community for our customers, where family and friends can come together and share quality time with one another,” said Brad Williams, operator of Chick-fil-A in Suwanee, GA.

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Things you don’t want to shop to the lowest bidder
March 3, 2016, 7:03 am
Filed under: Customer Experience, Customer Service
Picture this. You are sitting at the doctor’s office and he informs you that you need heart surgery ASAP. Then your spouse asks the doctor, “Are there any specials right now on heart surgery? Would it be cheaper to wait till the summer time?” There are certain things in life that you just don’t want to price shop, look for discounts or take the lowest bid. Things like if you need a heart surgeon, new brakes on your family vehicle, or a lawyer because you were falsely accused of a crime you didn’t commit. While it is obvious why, think about what they all have in common: the value placed on these services is extremely high and there is potential for irreversible damage. Which means in these circumstances you cannot afford to choose anything less than the best


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Every industry has an UBER coming
February 17, 2016, 7:03 am
Filed under: Customer Experience, Customer Service, Uber, Zero Risk
Uber Fast Response

What is your company’s guideline when it comes to responding to customer  e-mail inquiries?  Most companies I have worked with or visited typically require a 24 turn around time.  That has been the standard for quite some time – but does it still hold true?

On a recent trip to visit a client, I was taking an Uber to the airport as I began  my journey home.  During the ride, the driver and I were chatting away, when suddenly he said, “Whoops, should have taken that last exit.  I did not think much of it – I had plenty of time, and I figured we were not going too far out of our way.  I would realize later that this would have been a great opportunity for my driver to practice Zero Risk addressing the issue head on to ensure I was satisfied with my experience and that there was an acceptable resolution for the error. A little later, I boarded my plane and had a chance to catch-up on my e-mails.  I clicked on the Uber receipt that had come through and realized once I saw the map that we had gone pretty far out of our way.  I figured here was my chance to test Uber’s service, which I had heard was pretty good.


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ATM delivers world-class service; Restaurant bans all kids; Cell phone turns into hotel room key
A Secret Service ATM – A Canadian Bank, TD Bank, thanks their most regular Customers in the most personalized and heartfelt way. Being a “regular” means you build relationships with employees. And if the employees are trained well, listening and recording your Customer intelligence, a business can provide Secret Service. TD Bank demonstrates this better than anyone I have ever seen, as they turn their ATMs into “Automated Thanking Machines.” Wait ’til you see their Customers’ reactions to the amazing surprises TD Bank delivers in this 4 minute must see video, which has been viewed over 11 million times already.

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World’s friendliest restaurant; Service Wins in any culture
The world’s friendliest restaurant – Tim’s Place may have my favorite service vision ever: “World’s Friendliest Restaurant.” One rule to creating a Customer service vision statement is it shouldn’t be too over arching, too unrealistic. It needs to be actionable, every time, by every employee, with every Customer. Guess what? Tim’s Place delivers on their service vision! Why? Because service aptitude starts at the top, and their leader, Tim, possesses the highest service aptitude I have ever seen. Tim’s Place is a unique full-service restaurant in Albuquerque, New Mexico, serving breakfast and lunch. Their service vision statement captures exactly who they are and what one can expect when visiting them. The famous quote from Walt Disney, “If you can dream it, you can do it,” has been the driving force behind the life of Tim Harris. Born in 1986 with Down Syndrome, Tim’s life has been defined by exceeding expectations.

We offer Breakfast, Lunch, and HUGS – After working several years in the restaurant industry as a Host and seeing the impact Tim had on people by the way he greeted them, Tim’s parents decided Tim should own his own restaurant. In 2010, Tim’s Place opened for business, where they offer Breakfast, Lunch, and Hugs. “The key to our concept is the Customer service experience. We believe that people have a huge appetite for being genuinely welcomed, connected with, touched, appreciated, and genuinely cared for. We believe too many experiences in our busy modern lives are impersonal, sterile, and devoid of genuine human connection,” so states the Tim’s Place website. You have to watch this amazing three minute video on Tim and his restaurant. I guarantee you will want to share this with your staff.

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Can your Customers live without you? Apple #1 at brand loyalty

Apple -Top Brand Customers cannot live without – For the third consecutive year, Apple was named the top brand consumers can’t live without. Other companies that consumers couldn’t live without were Amazon, Dell, Coca-Cola, Google, Microsoft and of course Starbucks – former presenter at the Summit.

Are you brave enough to ask the tough questions? Most companies that do Customer satisfaction surveys ask the typical questions:

  1. How satisfied are you?
  2. How likely are you to continue to do business with us?
  3. How likely are you to recommend us to a friend or associate?

These are all good questions that should be asked. However, they don’t measure true emotional connections made with the Customer. That requires a different set of questions, a different mindset, company confidence and the courage to ask.

Can you imagine a world without Ritz-Carlton? The Ritz-Carlton has a strong tradition of measuring Customer satisfaction. However, if you ever stay at The Ritz and are asked to take their satisfaction survey, you may find some questions that seem a bit unusual like, “I can’t imagine a world without Ritz-Carlton.” While this may seem like an odd question, the Ritz-Carlton Hotels are not merely trying to measure guest satisfaction, but rather Customer engagement. It is a better metric of the emotional connection and perceived fit held by a Customer toward a business, and overall Customer loyalty.

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Permanent Brand Loyalty; Baseball owner tells fans to stay home; Back to school tradition

Major league baseball team owner tells unhappy fans to stay home – Service Aptitude starts at the top, and it is clear that Colorado Rockies owner Dick Monfort could use a seat at the summit. The team isn’t playing well, which typically results in fans venting their frustration. Shockingly, Monfort has chosen to respond to fans’ emails with responses like: “By the way you talk maybe Denver doesn’t deserve a franchise, maybe time for it to find a new home. Thanks.” And another that said, “If the experience is that bad, don’t come to the games.” As a result of the backlash from the fan base, Monfort was forced to issue a public apology.


A Widow gets a pleasant surprise from a server – Up until the husband passed away, a couple spent 31 wedding anniversaries together at the Red Lobster. After the husband’s passing, the widow’s daughter took her mother to the Red Lobster on their anniversary date.  Instead of a bill, they were surprised to receive this note from their server:

We are sorry to hear about your husband’s passing, but we appreciate your loyalty in spending 31 years of your anniversary with us. For your appreciation your meal is on us! We look forward to spending your next anniversary with us!




Red Lobster + your server, Taylor

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