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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The Hidden Obstacle Holding Companies Back From Being World-Class

The DiJulius Group Welcomes Lisa Duran, CXC

Due to our rapid growth in Customer Experience consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant, Lisa Duran. Lisa has been working with the X-Commandment methodology since 2012. She is also an instructor in the CXE Academy.

*The following is written by Lisa Duran, CXC

The Hidden Obstacle Holding Companies Back From Being World-Class

We’ve seen a lot of data that proves how great customer experience impacts revenue. According to the Customer Experience Index 200 (CEI) analyzing 2007 to the present, “From 2007-present, the top 200 customer service companies have outperformed the S&P 500 Index by generating a 10.7% annualized rate of return.” Clearly a case for creating a customer centric culture, but creating a culture where the customer experience is king remains a challenge in most companies. But why?

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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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What a 13 Year Old Can Teach Us About Customer Service

I have had the good fortune to experience and witness many professionals who truly know how to serve. However, there is one person in particular that consistently blows me away on how he builds rapport instantly with strangers and learns so much about other people in only a few minute conversation. This person is my thirteen-year old son, Bo DiJulius. I have been so intrigued by his ability to strike up a conversation with someone he has never met before and have him or her share so many intimate details with a teenager. So I asked Bo if he could share how he does it.

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Cabela’s Customer Experience Stops Traffic | Hireology Offers Solution to Hiring Problems
Brick & Mortar Competing in Experience Wars

“I think it’s incumbent upon the responsibility of retailers
to create these fantastic experiences that’s going to sweep them away.”

~Howard Schultz

A few weeks ago a friend of mine, Tony Goins, EVP at Cabela’s, invited me to attend Cabela’s grand opening in Avon, Ohio. The grand opening didn’t start until 10 a.m., however, Tony suggested I get there by 8 a.m. As I got close to the address, I assumed there was some sort of accident ahead. There was a long line of bumper-to-bumper traffic and several police cars. After barely moving for several minutes, I realized it wasn’t due to an accident. All the traffic was from several thousands of people waiting in the Cleveland August heat for the new Cabela’s to open. I later found out people had literally been camped out for days to be one of the first 500 to enter the new store.

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