John DiJulius | Customer Experience Blog


10 Best Customer Service Articles Of 2016

In case you missed them, the 10 most popular eServices of 2016 were the  following. I suggest printing them out, reading and sharing them with your management team.

10. Things You Don’t Want To Shop To The Lowest Bidder

There are certain things in life that you don’t want to price shop, look for discounts or take the lowest bid. Things like a heart surgeon or new brakes on your family vehicle.

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. How good of a job are you doing at creating value on the expertise and experience of your services? You need to make your Customers fear that if they choose anyone else, there will be irreversible damages. We need to educate our Customers that they cannot afford to go cheap.

9. Six Things That Make Yours The Brand Customers Cannot Live Without

We all have a company or two that we can’t fathom life without. What are the few companies that you would be extremely upset if I told you, “You can no longer do business with them, ever again?”  When I ask my audiences this question, the same brands always get mentioned: Apple, Starbucks, Nordstrom, & Amazon as well as local mom and pop shops. Now the important part is, think about what they have done and what they consistently do to make you so loyal, to make you feel that you cannot live without them. That is power. That is brand loyalty. The more people you can make feel like they cannot live without your brand, the closer you are to making price irrelevant.

8. 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.

7. u r X

Customers crave recognition and a personalized experience. In short, technology cannot provide genuine hospitality. It cannot express empathy, make people feel good, take care of others, express emotions and vulnerability in a relatable way, or make people laugh. We have subconsciously sent the wrong message to all our employees, that it is about the technology – our website, apps, social media, virtual tour, iPads, kiosks, self-check out. So our employees have started using the technology as a crutch, thinking they have less importance, less of a role with the customer. They rely on the technology to provide the experience. We need to reverse that. Customer experience is 10% technology and you are 90%.
6. Put Your Own Mask On Before Helping Others

We have all heard the preflight safety announcements when the flight attendant says, “You must put on your own oxygen mask before helping those around you.” What use will you be to anyone else if you do not take care of yourself first? Think of how that applies to our life and what we need to do for ourselves before we are capable of impacting those around us.

5. Do You Suffer From RBF Syndrome?

RBF is something to be taken seriously in all of our businesses, with any of our Customer facing/interacting employees, whether it is face-to-face, ear-to-ear, or click-to-click. A smile is just as much a part of the uniform as anything else employees are required to wear: uniform, nametag, hat, and smile. Everyone should have a smile and it should be genuine. A smile shows teeth. In my companies, we have sent team members home for being “out of uniform,” for not smiling. I like to tell my employees, “If you are happy, tell your face.”

4. 100% of Your Sales Come From One Place

Leaders love to talk about revenue streams by showing graphs and charts with the breakdown of sales categories. It is important to know the percentage of sales generated by products or services and to monitor trends, especially growth and decline of your business revenue. However, there is one critical component that every business has in common, which is never discussed. 100% of your sales come from one place. Your customer! When you look at it that way, it sheds a stronger light on why companies need to put more emphasis on building an incredible consistent customer experience that becomes your number one competitive advantage and helps make price irrelevant.

3. The Battle Over Your Advertising Dollars vs. Customer Service Dollars

The average annual global budget spent on marketing and advertising is $500 billion a year compared to $9 billion spent on customer service.  The shortsighted obsession of constantly bringing new customers/traffic to your business is significantly more expensive than building an incredible customer experience. Companies spend millions creating and advertising their brands, yet the customer’s experience is what drives customer perception and loyalty.

2. What Is The Difference Between Customer Service & Customer Experience?

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’? Customer Service is WHAT you do; Customer Experience is HOW you do it. Turning what was once a mundane transaction into a unique memorable moment means you have to re-evaluate everything you do, every way you interact with your Customer, regardless of the length. It could be a one-hour face-to-face meeting, a conference call, a 10 second check-in, a call transfer, or an email reply.

1. I Collect The Best Thing Anyone Can Collect

My entire life I have been a collector of something very rare and priceless. People compliment me on my collection all the time. I believe it is the best gauge of a person’s character. I constantly stress to my three sons and all my employees that they should collect the same thing I do. What I collect are rare people in my life. The key word is rare, for I am extremely choosy on whom I collect. I collect relationships with uncommon, loyal, unique, high moral, genuine, and most importantly POSITIVE people. If people judge me by who I surround myself with, I am a champion.

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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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urX | The Best Customer Service Quotes Ever Said
October 5, 2016, 6:02 am
Filed under: Customer Service, Customer Service quotes

There is an Uber Coming to Every Industry

Customer Service has never been more important than it is today. Today is known as the digital disruption era. Understand this: there is an Uber coming to every industry.

The more you intersperse technology between the customer and the company, the more you create complex systems prone to breakdown, and the more you remove the sense of dealing with a human being. Whether the technology is complex voice mail systems or social media, the net effect is to DEPERSONALIZE contact between customer and company.

 

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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.

Read John’s full article on TheDiJuliusGroup.com…



Comcast Massive Fail: Who’s to Blame?

Cable company rep bullys Customer trying to cancel service – A Comcast Customer service representative makes it almost impossible for a Customer to cancel his cable service. The Customer, who recorded the call midway through, is harassed and scolded for nearly 10 minutes by the rep. This story has exploded all over the Internet and received national media attention.  Listen to the recorded call yourself.

 

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Lebron delivers World-Class service To Cleveland

 

The Shocking Decision – By now you have heard that LeBron James is headed back to play for the Cleveland Cavaliers, the place he grew up. Like LeBron, I love Cleveland, it is my home and I am very proud of it. However, to be honest, I never thought Cleveland had a chance to get LeBron back. Why would he return? Why would he choose Cleveland, Ohio, over Miami, Florida? The contract was exactly the same. Miami is thought of as one of the best cities in US, and Cleveland is stereotyped as one of the worst. Miami has the better weather, nightlife, and beaches. Miami has been to the NBA finals the last four consecutive years and has won the championship twice. Cleveland has not won any championship in any major sport since 1964. Seems like an easy decision for any professional athlete, especially one like LeBron who could be considered the best of all time; that is if he wins several more championships. So you can see my total shock when he announced he was coming back to Cleveland.

 

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The Customer eXperience Executive Academy

Wanted: Chief Customer Officer – The fastest growing C-level position popping up in the corporate world is CCO- Chief Customer Officer, also known as the CXO- Chief eXperience Officer (see past eService Who is losing sleep at night over the Customer). With the old paradigm, the Customer service duties were left on the plate of the director of training, HR, or the chief marketing officer. Regardless of your company’s size, someone in your organization has to be in charge of the Customer eXperience and all that goes with it. I am not talking about the head of the Customer service department-that is, call centers. I am talking about someone who oversees the entire company’s Customer service, every department. That someone should not be the president, CEO, or owner, but someone who reports directly to them. Companies have heads of operations, marketing, accounting, sales, and human resources, but our second biggest asset (other than our employees) is our Customer. Their happiness is determined by the Customer eXperience we deliver. Until recently, the vast majority of companies had no one in charge of the Customer or their eXperience. Regardless of your company’s size, you need to have someone who loses sleep at night over the Customer and how every department and all employee-training affects the Customer eXperience.

 

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