John DiJulius | Customer Experience Blog


Ellen Shocks Waitress Who Delivers Great Service | The Power Of Brand Advocates
April 12, 2017, 4:09 am
Filed under: Above and Beyond Culture, Customer Service
What would it mean for your bottom line if you were able to build a team of  10, 50, 100, 1000 sales reps, for free? Imagine if each of those sales reps had a strong influence on the opinions and purchase behaviors of your ideal customer. Sounds too good to be true – passive traffic, leads, sales and revenue, on complete autopilot? Maybe not.

The Power Of Brand AdvocatesThese folks are your most highly satisfied clients who share positive information about your products and services without being asked or paid to do so. They influence 20-50% of all purchases and generate over $6 trillion in consumer spending each year. Despite the value they bring to any business, there is a tremendous advocacy gap that exists today. In the US, 80% of companies are not leveraging advocates in their marketing campaigns, and worse, 58% don’t even know who their advocates are.

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Do You See Doom & Gloom? | Does Smiling On The Phone Really Make A Difference?
April 5, 2017, 6:03 am
Filed under: Customer Service, Service Aptitude, Service Secrets
Perspective

If you are going to help make your organization a World-Class Customer  service organization, you must have a consistently great outlook. You must see opportunities where most do not. You must believe in the present and future. You must have charitable assumption of your Customers and confidence in your existing and future generation of employees. Too often, I come across people in management that have an extremely negative outlook on our world today, which tells me they and their businesses will be limited.

When You Sound Old You Become Old

Have you been guilty of criticizing the younger generation for not having the work ethic your generation had, or their poor people skills because of texting and social media, or complained about how bad our politicians are today? Have you vented over the unpredictability of the economy, how more businesses are in danger of going under, how negative people have become towards each other, or how scary the world is today with all the threats of terrorism?

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Why You Are Not As Good At CX As You Think You Are
In Denial

Bain & Company, a business-consulting firm, asked leaders of 362 companies if they felt their companies delivered superior customer service. 80 percent believe that the service they provided was indeed superior. What these companies didn’t know was at the same time, Bain & Co. was surveying over 3,000 customers, asking them if they felt they received superior customer service. Only 8 percent of customers surveyed described their experience as superior. How can 80 percent of the companies think they are providing superior service, but only 8 percent of their customers agree with them? Who’s right?
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Has Uber’s Leadership Finally Gone Too Far?
A few weeks ago the CEO of Uber, Travis Kalanick, apologized for cultural failings at his company after a former employee alleged she was harassed and discriminated against while working there. Is it too late for the company that revolutionized public transportation? Kalanick apologized for a lack of diversity in the company’s workforce and for not properly responding to employee complaints. Uber & Kalanick are no stranger to public controversy. Last month, the #deleteuber movement came about after customers accused Uber of breaking a New York taxi drivers’ strike and allying itself with President Donald Trump. Then this past weekend, former software developer Susan Fowler wrote a blog post alleging that she’d been sexually harassed during her year at Uber and that the company’s HR department had tried to protect her manager, rather than resolve the situation. In a February 2014 GQ profile, Kalanick said people referred to the company as “Boob-er” because it helped him attract women. A few months later, Uber employees in France offered riders a chance to be driven by “sexy girls.”

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The 5 Things CEOs Regret Most On Their Deathbed About CX | Simon Sinek: How To Lead Millennials | Ask John
March 15, 2017, 6:24 am
Filed under: Customer Service, Service Vision
The 5 Things CEOs Regret Most On Their Deathbed 

 

1.Executive sponsorship – It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team; otherwise it will be considered “flavor of the month” or “management by bestseller.”

2.No one losing sleep at night over the CX – Over the last several years, one of the most often discussed topics continues to be, who is in charge of your brand’s customer? I am not talking about your call center, customer service reps, or customer support. Regardless of your company’s size, or business model, someone in your organization has to be in charge of the customer experience and all that goes with it.

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An Oscar Mistake
March 8, 2017, 6:14 am
Filed under: Customer Service, Zero Risk
Mistakes Happen 

 

By now you have probably seen the Oscar screw-up in which Warren Beatty and Faye Dunaway where given the wrong envelope and falsely announced that “La La Land” had won the Academy Award for best picture. It was a very unfortunate mistake, one I think the majority of the public felt bad about and understood that mistakes happen (Steve Harvey was forgiven for his similar screw-up at the Miss Universe 2015 pageant).

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What Your Satisfaction Scores Are NOT Telling You | The Millennial Generation Lacking Service Aptitude
February 8, 2017, 5:02 am
Filed under: Customer Service, Service Aptitude
What Your Customer Satisfaction Scores Are Not Telling You 

What Your Customer Satisfaction Scores Are Not Telling You
Having strong Key Performance Indicators that are tied directly to your company’s Customer Experience is critical to your company joining the Customer Service Revolution. However, most Customer satisfaction reporting is not 100% accurate. This can be a major problem if you are holding leaders and Customer facing employees accountable. Your Customer satisfaction rating system must isolate different touch points of the Customer’s journey, otherwise the reports are only valuable as a brand experience and cannot be tied to any individual’s performance.

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