John DiJulius | Customer Experience Blog


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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The Results of Your Product or Services has the Least to do with Creating Customer Loyalty
It is not about the resultsย 
Too many customer-facing employees are convinced that if the customer gets the results they were hoping for from doing business with them, the customer will happy & loyal. This is so not true. Think about it, if you have a toothache, don’t you expect the dentist, any dentist to fix it? If you go to a high-end steakhouse, and you order your filet mignon medium rare and it comes out medium rare, are you doing backflips? If you complete order arrives within two days as promised, are you wowed? And if your accounting firm prepares your year-end taxes accurately and the IRS does not open an investigation on you, are you so thankful? Not at all, when you deal with reputable businesses that is what you are paying for. However, if that is all you get, which is the same thing you would receive at any of those company’s viable competitors, you will not be a loyal customer. We need to change the mindset of what we think makes customer loyalty.
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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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The Ultimate Personalization App | Stop teaching employees how not to get fired
Win a ticket to the 2016 Secret Service Summit!

We want to hear the best things you took from last year’s Secret Serviceย  Summit, how you implemented those into your business, and the results. Please submit a 90 second video sharing and showing what impacted you and how you used it in your business. The company with the best ideas and implementation will win a ticket to the 2016 Secret Service Summit. Send your video links to Nicole@thedijuliusgroup.com. See example on our new blog.
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