John DiJulius | Customer Experience Blog


Anytime Fitness #1; CVS makes brave decision which costs billions in sales

CVS stops selling cigarettes, forfeits $2 Billion in sales – CVS, the largest pharmacy chain in the US, made the courageous choice to stop selling cigarettes and other tobacco products in all their nearly 8,000 stores.  “We’ve got 26,000 pharmacists and nurse practitioners who are helping millions of patients each and every day,” said Larry Merlo, the chief executive of CVS Caremark. “They manage conditions like high blood pressure, high cholesterol, and diabetes – all conditions that are worsened by smoking. We’ve come to the decision that cigarettes have no place in an environment where healthcare is being delivered.” Why has no other drugstore chain ever done this before? Considering this decision will cost CVS $2 billion in sales, we say,  “Kudos to CVS.” Read the entire story.

 

Anytime Fitness #1 Franchise – The DiJulius Group is proud to announce that one of our consulting clients, Anytime Fitness, was ranked No. 1 by Entrepreneur magazine’s annual “Franchise 500” list. Anytime Fitness is the world’s largest and fastest-growing co-ed fitness club chain. It was also recently named “One of America’s Most Promising Companies” by Forbes magazine, as well as the “Best Place to Work” by Minnesota Business magazine two years in a row. I haven’t worked with too many companies that can rival the amazing culture created by co-founders Chuck Runyon and Dave Mortensen. Nearly 1500 employees are sporting an Anytime Fitness logo tattoo. The purpose of Anytime Fitness is ‘to improve the self esteem of the world.’ In 2014, The DiJulius Group is helping Anytime Fitness launch their new Customer Service Vision statement to all 2,500 clubs around the world: Surprisingly Personable Experience.  Their pillars to the service vision statement are Care~Coach~Connect.

 

 

 

The Meaning of Yes – Stephen J. Cloobeck, Chairman and CEO of Diamond Resorts International, uses the mantra ‘The Meaning of Yes’ for his entire company as a relentless commitment to Customer service. While it applies to the hospitality industry, it is applicable to all businesses industries. This is so timely, given that too many businesses offer transactional, impersonal, lackluster or unhelpful Customer experiences.  Watch Cloobeck’s interview about DRI building their brand around ‘The Meaning of Yes’.

 

 

Johnism

 

 It is not employees’ responsibility to have high service aptitude;
it is the company’s to give it to them.

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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Amazon’s Drones; Law Firm tears down stereotypes; Lulu at it again; A Gift for your clients

Henson Fuerst Law Firm – You do not typically think of World-Class Customer service when you think of injury attorneys; however, Henson Fuerst Law Firm, headquartered in Raleigh, NC, is rapidly changing that stereotype.  They just launched their company’s Customer Service Vision Statement and “Day-in-the-Life of a Customer” video to their entire staff.  The purpose was to make all their employees, lawyers, case managers, receptionists, etc. have a better understanding of what their clients are dealing with and battling throughout what can be a 24-month ordeal until their injury case is settled.  The Henson Fuerst’s Service Vision and “Day-in-the-Life of a Customer” video really demonstrate the compassion and empathy their associates need to display with every client, on every interaction. Watch the Henson Fuerst Law Firm’s “Day-in the-Life of a Customer” video 

 

Amazon Gets It – Last week Amazon’s CEO, Jeff Bezos, posted a message to his Customers on their homepage explaining how their Frustration-Free Packaging will reduce Wrap rage.  This is why Amazon is one of the top world-class Customer service companies in the world.  They take ownership of the problem, even when it isn’t their fault.  Everything Amazon does is designed around the Customer’s experience.  Check out the video that demonstrates the benefit of Frustration-Free Packaging.

 

Amazon Flying Drones – Never resting and always on the cutting edge of innovation, Bezos unveiled Amazon Prime Air in an interview with CBS’s “60 Minutes.”  Prime Air will be a service that delivers packages via autonomous drones. With the service, Bezos said he hopes that the company will be able to deliver packages into Customers’ hands within 30 minutes of the time they place an order.  Check out an actual drone delivery.

 

Lululemon year keeps getting worse –  Maybe Lululemon’s marketing is trying to emulate Miley Cyrus with shocking antics to steal headline news. This time the company’s founder, Chip Wilson, said in an interview on Bloomberg that Lululemon’s yoga pants are not for women with thighs that rub together. In March, Lululemon had to recall 17% of its pants because they were too sheer, and the company’s stock (and reputation) took a hit. Even then, the company suggested that the pants weren’t the problem, but that women were wearing the wrong sizes.  The public backlash forced Wilson to make an apology video.

 

Make 2014 the year you take your organization to world class service levels – The Enterprise Revolution Package is the perfect way to improve your service delivery.  Your clients deserve the gift of world-class Customer service. 

 

The Enterprise Revolution Package Box Set combines in-class education and ongoing phone coaching for the year.  Coupled with the X-Commandments Digital Consulting Suite you’ll have all the training tools necessary to have your clients fall in love with you all over again.  With your purchase before Christmas you can use online discount BOXSET20 to receive $2000 off this training system.  Learn what else it comes with!

 

  

  

 

Johnism

 

You have to start with the Customer experience
and work backwards toward the product, not the other way around

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.



It’s a Wonderful Life; My family credo card

What if your company had never been created? – The classic movie, It’s a Wonderful Life, written by Frank Capra, is one of my favorite all time movies. For those of you who haven’t seen it, the premise of the storyline is about George Bailey (Jimmy Stewart), a man who has given up his dreams in order to help others and whose imminent suicide on Christmas Eve brings about the intervention of his guardian angel. The angel, Clarence, shows George all the lives he has touched and how different life in the community of Bedford Falls would have been had he never been born. It is an amazing lesson of how much we can affect the world.  I like to use this movie as an example when we discuss the impact a company can make on their Customers and community. Consider if your business were never created. Would your Customers still be able to purchase a similar services and products elsewhere? Perhaps, but hopefully there would be something significantly diminished as a result of your business not being in their life or community.

 

The purpose motive – Best selling author and the leading expert on what motivates people, Daniel Pink, shares what he calls the purpose motive in one of the best presentations I have ever seen (see Daniel Pink’s TED Talk video):

 

 

Does everyone understand his/her purpose? – Is every employee taught what the organization’s purpose is outside of sales and profits?  Does every employee truly know how his or her individual job and performance impacts that purpose?  This is what world-class Customer service organizations do better than everyone else. (see creating a Service Vision)

 

Family Credo – After seeing how successful businesses were with connecting their people with the overall purpose, I realized this would apply toward my family. So about a year ago, my three sons and I sat down and created our own Family Credo statement, three pillars, and our family’s Never & Always. What we came away with was 100% my boys’ ideas. At the 2013 Secret Service Summit, I had my youngest son, Bo (11), share The DiJulius family credo. He nailed it!  I hope you enjoy:

  

 

 

 
Highlights from the 2013 Secret Service Summit  it was our best year ever! In next week’s eService I will be recapping the biggest takeaways from each of the amazing speakers. This was our highest rated Secret Service Summit EVER! See what author and growth expert Patrick Thean had to say in his blog about his Summit attendee experience. It Takes Great Execution to Deliver World Class Customer Service

 

 

Re-live the 2013 Summit – Did you miss the 2013 Secret Service Summit? Capture the best moments of America’s #1 Customer Service Conference, held in Cleveland last week. Now you can listen to this once in a lifetime conference on your iPhone, Android, or any other MP3 player. Plus, you can burn a few extra copies on CDs for your team. Get your audio today!

 

 

 

 

 

Johnism

 

Show me you care more about my business than just getting my business

 

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.



Own every moment; the party bus

Not content with Five Star  – This month Nemacolin Woodlands Resort is launching their updated “Day in the Life of a Customer” video, Customer Service Vision Statement & Pillars, and their Never & Always standards to all their 800+ associates. You might ask, why? Why would a resort like Nemacolin, one the few properties in the world that can boast that they are both Five Diamond and Five Star, feel it necessary to be rolling out so many new Customer service initiatives?

 

Own Every Moment – One of the dangers that can happen when you work at a huge property that has people enjoying weddings, business conferences, and honeymoons, is that you can think that a guest’s satisfaction is based on how those grandiose events turn out. However, Nemacolin realizes it is not only about excellent food, the room being ready and clean, good spa service, a beautiful wedding; but rather it is more the sum of dozens of individual moments that make up how a guest will feel about their experience and the memories they will take with them.  That is why Nemacolin’s Customer service vision statement is to Own Every Moment by being excellent, being engaged and being empowered. You can see from their credo card how they define each of those pillars.

 

The Party Bus – I spent this past Labor Day weekend at Nemacolin, along with a group of friends (about 25 other families, totaling over 90 people), and it was a great time. One moment that really stood out was when a group of about a dozen of us waiting for a shuttle bus to take us from dinner back to our hotel at around 11 p.m.  Nemacolin is such a large property that they run shuttle buses all day and night to transport their guests from one part of the property to the next.  A shuttle pulled up and as I started to enter it, the rest of my group said, “That’s not Helen!  We called for Helen. We will wait.” I looked at them and said, “Are you crazy?  It’s late, let’s get on the shuttle.” The kids were exhausted, and I just wanted to get back to my hotel room at this point. However, the rest of my group wouldn’t budge. They were dead set on waiting for Helen. So out of curiosity I waited to see what all the fuss was.  Soon after, a shuttle pulled up and the doors swung open and the party started.

 

Helen Owns Every Moment – Helen Humphrey has been a Nemacolin legend for over 9 years. Guests love her and request her shuttles all the time because she plays music and flashes the interior lights to the beat of the music (which is why she is also known as Disco Helen).  She interacts with guests via the intercom, asking who has never been here (i.e. “who is a Nemacolin Virgin), finding all sorts of ways to entertain her passengers. She has the “Party Bus.”  Helen has been known to go shopping for guests and bring them items so they never have to leave the property. She also received the “Fan Mail Award” in 2011.  This is given to the associate who receives the most positive name mentions.

 

 

Johnism

  

Customer Engagement is a contact sport

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.



Advance Financial revolutionizing the Payday loan industry

In Default – The payday loan industry has one of the worst ethical business reputations going. The industry has been heavily criticized for irresponsible lending, applying outlandish interest rates, charging excessive fees, aggressive debt collection and even occasional fraud. The government has stepped in and put in many radical regulations, and as a result, payday loan banks cannot even operate anymore in a growing number of US states.

 

Enter Advance Financial – Advance Financial is a chain of over 50 payday loan centers headquartered in Nashville, Tennessee. For the past two years, Advance Financial has been reinventing itself with an aggressive strategic plan to build a world-class Customer experience business. While impressive, the more surprising question is WHY? Advance Financial’s sales growth in the last five years has been amazing.  In the last three years alone their increase was 250% including the number of locations and profit. All this in spite of the payday loan industry being notorious for horrible Customer service. When Advance Financial reached out to The DiJulius Group nearly two years ago about hiring us as their Customer service consulting firm, I asked CEO Tina Hodges the following questions: “Your company is rocking and rolling, sales are up, profit is great, no one else is doing this; so why the need to change and tamper with success? It will be a lot of work, it is a long-term commitment, and why do you need to become the first world-class Customer service payday loan bank?”  Here is how Tina answered my questions.

 

Customer Service Vision – Their Customer base is one that often times may have fallen on hard times. As a result, Customers may feel like they are not treated well.  Advance Financial wants to make sure every one of their 500+ employees, in over 50 locations, acts as an ally for their Customers. A place where their Customers can come in, be respected, see a friendly face and be treated like a friend; hence, Advance Financial’s Customer Service Vision Statement: Friends Helping Friends

 

Revolutionizing Payday loan industry – Advance Financial has done so much in less than two years.

  • Named a CXO (Chief Xperience Officer) and a Customer & Employee Affairs Director
  • Created a Day-in-the-life of an Advance Financial Customer video that all new employees must watch in their orientation
  • Created a Customer Service Vision statement with pillars and Nevers & Always and rolled these out to the entire company.
  • They created an online training certification of games like Jeopardy, Memory and Wheel of Fortune, ensuring their employees retain their Customer service training, while making it extremely entertaining.
  • Created a new Customer experience at every encounter
  • Have Secret Service Agent teams, made up of front-line employees throughout all their locations, to support this project and audit the experience.

Tina Hodges & Brittni Walker – This is why we are so excited to have Tina Hodges & Brittni Walker present at the 2013 Secret Service Summit in Cleveland, November 4th & 5th. They will be sharing how they are creating a Customer service revolution in the Payday loan industry and making the Customer experience Advance Financial’s strongest competitive advantage.

 

 

Johnism

  

The only one who enjoys when your company delivers bad service is your competition

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.




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