John DiJulius | Customer Experience Blog


Amazon pays employees to quit, Starbucks Tweet-a-Coffee, NY Restaurant provides Secret Service

NY Restaurant provides Secret Service – The maĆ®tre d’ at New York’s Eleven Madison Park has created a fascinating way to provide Secret Service and make an emotional connection with guests. He Googles guests who have reservations at the restaurant, searching for Customer intelligence such as where they are from, birth date, profession, anniversary, so he and his employees can personalize the experience from the moment the Customer walks thru the door.

 

Tweet-a-Coffee – World-Class Customer service companies make it extremely easy for their Customers to do business with them. This means they make it extremely easy to spend more money with them.  For example, Starbucks has launched Tweet-a-Coffee, allowing Customers to purchase a coffee for anyone, anywhere via twitter by tweeting @tweetacoffee and then the person’s twitter handle.  Within seconds, a $5 gift card (or tweet) has been given and can be redeemed the next time the recipient goes to Starbucks.  How easy is it to do business with you?

 

Amazon copying Zappos’ paying employees to quit – In his annual letter to shareholders (page 3, paragraph 6), Amazon founder and CEO, Jeff Bezos, announced his Pay to Quit program, offering employees a quitting bonus to leave Amazon. Each employee gets the offer once a year. The first time, it’s for $2,000. The offer increases by $1,000 each year thereafter up to a maximum of $5,000. Sound familiar? Tony Hsieh, founder of Zappos, the online retailer, acquired by Amazon back in 2009, invented this concept.  He refers to it as, “The Offer.” Why are world-class Customer service organizations such as Amazon and Zappos offering incentives and making it easy for employees to leave? Bezos says it well, “In the long run, an employee staying somewhere they don’t want to be isn’t healthy for the employee or the company.” World-Class Customer service organizations are not for everyone, nor should they be. They are for a small percentage of people who buy into that company’s vision and are willing to work harder and be more committed to seeing that the vision gets realized. This Pay to Quit program also turns the table on the company and its leaders. Once a year employees get a chance to evaluate where and whom they work for, which puts pressure on management to continue to strive to create a great company culture.

 

Pre-shift Huddles that work – The Maids International, based in Omaha, Nebraska,is a professional home-cleaning service with franchisee locations all over the United States. In an effort to encourage consistent, constructive huddles, each location received a “Brilliant at the Basics” laminated poster.  The poster can easily be hung in any area of an office, and then re-used daily with a dry erase marker.  It guides huddle leaders through TMI’s three pillars, gives an opportunity to discuss specific quality issues, and lastly has an area to celebrate recent Above and Beyond behaviors.  At very little cost, TMI has developed a customized huddle format, which has been deployed across the organization. Also, TMI has announced a fun way to ensure this new tool is being used.  They are holding a video contest seeking the best huddle.  TMI locations are encouraged to video tape what they consider to be their best version of a huddle.  Prizes will be awarded to the winning team.  What a fun way to encourage usage of this effective tool on a daily basis!  See TMI walking the talk.

 

Jack Daly’s new book – A sales guru and past keynote speaker of The Secret Service Summit, Jack Daly’s newest book and soon to be bestseller, Hyper Sales Growth, was released Tuesday, April 22, 2014. Jack knows sales and how to help companies grow. Hyper Sales Growth dives into three critical areas: Building a winning culture in your business, Sales Management, and Sales success. I promise that if you will take the time to read it and take action, your business will grow and achieve a greater amount of success. 

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.




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