John DiJulius | Customer Experience Blog


Stop Focusing On Your Goals | Airline Makes It Right, But Not The Same Airline That Made It Wrong
Accidents Happen

A sleeping passenger, on an American Airlines flight, was suddenly awoken after an out of control, speeding beverage cart, smashed into him. The beverage cart, that was supposed to be safely latched & stowed in the first class galley for takeoff, somehow went rogue, got loose and flew down 30 feet, making it past first class, into economy, into this passenger’s leg. The runaway cart did considerable damage to the passenger’s leg.

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Some Customers Deserve To Get Fired | Every Child Deserves To Believe In Two Things
When a Customer Deserves to Get Fired

Every company needs to have zero tolerance towards bullying, internally and externally. Recently, a teenage girl working at Cold Stone Creamery was serving a female customer. The woman said to her daughter, loud enough for the teenage employee to hear, “If you continue to eat too much ice cream, you’re going to look like her.” While that wasn’t enough, the customer then went home and posted a similar review on Yelp, calling the employee “disgustingly obese.”  Sad but true, you can read more about it on CNN.

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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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Clicks and Mortar | The Answer is NO
August 31, 2016, 5:11 am
Filed under: Amazon, customer experience management, Customer Service

Clicks and Mortar

The past five years appeared to be the beginning of the end for brick- and-mortar retailers. Sales were shifting to e-commerce and physical stores were closing at an epic rate. However, something that most didn’t see coming, the retail pendulum is shifting again. It is called “clicks and mortar”, which combines in-store and online shopping. Amazon and Google are opening up brick-and-mortar stores.

Hugo Boss is teaming up with Uber to create “Boss On Demand.” It consists of three major services: Effortless Shopping, Impeccable Service and Inside Access. A car will pick up the client and deliver them to the appointment with a Hugo Boss stylist, allowing them to stay productive, return calls, hammer out emails and not worry about parking. Hugo Boss will also use Uber for its rush service. Did you spill soup on your shirt at lunch? Hugo Boss can Uber you a new one within an hour. Boss now offers free two-day shipping, and allows customers to designate a retail outlet to pick up alterations. It also means better profits for brands, according to a recent report by ContactLab and Exane BNP Paribas. Those who shop in-store and online spend 50% more in a year than those who buy in bricks-and-mortar alone.

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