John DiJulius | Customer Experience Blog

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!








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.


New Year / New Focus – Kick off the year with the right frame of mind, and make it the year of reaching #1 Unfair Competitive Advantage status by creating a customer service revolution and making price irrelevant.  It is also a great time to set up a measurement and reward program that keeps everyone focused on that mission. Nestle is repeating their 2011 Above & Beyond contest that produced great results internally. They are rewarding the top customer service reps who displayed amazing customer service, with an opportunity to attend the 2012 Secret Service Summit! What is your commitment to becoming a world-class customer service organization?

Nestle Above and Beyond

Customer Service Naughty & Nice List– Consumer Reports recently came out with their “Naughty & Nice List” of companies who make it easy (nice) & difficult (naughty) for their customers to do business.  This two-minute clip is worth watching! 


Prove you really do care – Author Daniel Pink blogs about his shock at a recent personal experience (Call my cell) where a restaurant owner advertised his cell number to any customer willing to share his or her experience. How accessible are you? Are you 100% positive your customers will tell you about a negative experience versus 400 of their Facebook friends


iPay –  Apple is at it again, making life easier for their customers.  Now you can avoid the crowds at the Apple store by using your iPhone or iPad to check yourself out using an App, or order and pay before you arrive and just pick up your item.

iPizza –  I love Apps, especially ones that make your traditional service model into a true experience. Domino’s Pizza now has an App that allows you to monitor to the second, where your pizza is in creation process, from being in the oven to the driver walking up to your front door.

Domino's App

Quote of the week

If you take really good care of your existing clients,
they will generate more new business than any kind of
advertising campaign ever could.
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Experience Tax | Dan Pink’s findings | Tom Peters

Exercise of the week– This is a great exercise for both leaders and front-line employees. Have your team work in small groups of 5-10, and tell them effective September 1, 2011 your company is permanently instituting an “Experience Tax” of 5% for every transaction/invoice. The “Experience Tax” is solely for the experience your employees personally provide, including genuine hospitality, and direct engagement with customer. Have them brainstorm for 20-30 minutes and then share what are they going to do differently and more consistently regarding how will they surprise and delight your patrons and build emotional connections so that not one customer will complain about the experience tax. When they are done sharing and you have written down all their answers, they will be shocked to see that more than 95% of the list will cost next to nothing, yet be extremely easy to do.

Resource of the week – What are the top three things that motivate people, more specifically– your employees? Let’s see how well your answers compare to author Dan Pink’s answers on this video. ( The findings from his extensive research are startling and a real eye-opener. I guarantee you will be surprised and want to share it with your entire management team.

Quote of the week – Don’t build monuments to yourself, build them to others, those contributions we wholeheartedly acknowledge will literally follow us into machine gun fire. Tom Peters

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