John DiJulius | Customer Experience Blog


Customer spends $1k to complain; Be the Best at What Matters Most book; Certified Agents

Customer spends $1,000 to complain – Social media has given Customers a power they’ve never  had before (past eService The Biggest influence on Customer service); however, one Customer’s service rage hit new levels. British Airways lost Hasan Syed’s luggage and was slow to respond. Big mistake! Syed took to Twitter, but he didn’t just tweet his frustration. Instead of just tweeting, Syed, who uses the Twitter handle @HVSVN, spent $1,000 buying promoted tweets in the New York and U.K. markets, using Twitter’s self-serve ad platform.

 

Service Rage – Syed used the same technique that companies use to blitz consumers with their marketing and advertisements; however, he reversed this platform and used it to blast British Airways. His tweet, “Don’t fly @British_Airways. Their Customer service is horrendous,” was aimed at people who follow the British Airways account on Twitter. It didn’t take too long until it went viral, and Syed’s brand assassination was picked up by numerous sources including CNN & BBC.

 

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Who Will Be Next? Mr. Syed did finally get his luggage back and British Airways issued a statement apologizing to him.  However, every business should be on alert that Customers will go to any length to get even if they feel you or your company failed to deliver what you promised and are not willing to make it right (see Zero Risk).  

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Be the Best at What Matters Most – Today too many of us are trying to be super human or super companies, trying to be excellent at nearly everything, and as a result of this ambitious plan, we end being average at most. Steve Jobs was a master at simplicity, from his products to his strategy (eService on Steve Jobs).  There are only a few people ever born, and even fewer businesses, that are capable of being extraordinary in numerous areas. That is why best-selling author and business expert, Joe Calloway’s, new book, Be Best at What Matters Most (Wiley & Sons 2013) is so timely.

 

Who are you? You don’t answer that question, your Customers do. What do people think when they hear your name or your company’s name? That is what this book is about: being great and making an impact at what you were born to do, finding what your purpose is, and doing it better than anyone else. This is a concept I live by.  I have built two businesses around this philosophy. Be great at one thing, know what that one thing is and do not deviate from that one thing. Take for example The DiJulius Group. What do you think of when you think of TDG? Customer service consulting. TDG is a one-trick pony and we are proud of it. We turn down business opportunities every week from companies looking for sales training, motivational presentations, or any other inquiries we get that fall outside of what we do. However, we are the best at what matters most to our clients — Customer service.

 

Joe Calloway interview – In my interview with Joe Calloway, we discuss his book, Be the Best at What Matters Most.  Joe explains the need for quality and consistency.  Today’s busy pace and need to multi-task often leads us to spend too much time on things that ultimately are not very important.  Spreading ourselves too thin is all too common.  Joe’s concept helps us find clarity on what is most important to our business.  Joe also talks about how the need to simplify allows you to achieve greater results. Watch the entire 20-minute video interview with Joe Calloway.

 

null Super Joe – Joe Calloway is a leading performance expert who helps great companies get even better.  He helps organizations focus on what is truly important, inspires constant improvement, and motivates people to immediate action.  Joe has been a business author, coach, and speaker for 30 years and his client list reads like an international “Who’s Who” in business, including a range of companies from Coca Cola and IBM to Saks Fifth Avenue and American Express.

 

He’s back and better than ever – Joe keynoted at the 2009 Secret Service Summit and remains one of the highest rated speakers we have ever had at the summit. Due to his recently published, Be the Best at What Matters Most, we decided it was the ideal time to bring Joe back to speak at the  2013 Secret Service Summit in Cleveland November 4th & 5th.

 

Get your FREE copy of Be the Best at What Matters MostEVERY attendee to this year’s Secret Service Summit will receive a copy of Joe’s new book Be the Best at What Matters Most.

 

Johnism

  

A sale is something that happens while you are immersed in helping to serve your Customer

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.



Announcing the 2013 Secret Service Summit lineup

 

Customer Service Revolution

 

 

Hot in Cleveland – Who needs LeBron? We have Customer service! Yes, it would be really nice if one of our major sports team won a championship. However, in spite of that, Cleveland is on the rise.  Personally I love Cleveland and I am proud to say I am from Cleveland and currently live here! There is a lot to love: we are known for our leading healthcare facilities, our theatre district, and the Rock โ€˜n Roll Hall of Fame.  Downtown is making a strong comeback, and most of all, we are known for our people. We are in the heart of the Midwest, where we have the best people who are grounded, loyal, have amazing family values. 

 

The Customer Service Capital – However, that isnโ€™t all Cleveland is known for. Cleveland is now becoming known for our fantastic Customer service.  Five years ago The DiJulius Group launched the annual Secret Service Summit. The Secret Service Summit is a two-day conference featuring the top Customer service speakers, authors, and brand executives. I will be honest — the plan was to launch the first year, 2009, in Cleveland, then move the annual conference to more desirable destinations, i.e. Las Vegas, Orlando, etc.  However, it sold out the first year and was so successful that we decided we were going to keep the Secret Service Summit in Cleveland, Ohio. Why? For one thing, more than 75% of the attendees are from outside of Ohio, and many were outside the U.S.  We felt good about helping Cleveland generate some traffic. Secondly, with the help of so many Cleveland people, we are able to provide a conference experience never seen before, and one we could never duplicate anywhere else.  As a result, the Secret Service Summit is now THE number-one Customer service conference in America!

 

JOIN THE REVOLUTION – The DiJulius Group has created the #1 Customer Service Conference ever produced. The next  Secret Service Summit will be held this November 4th & 5th in Cleveland, Ohio.  This is a two-day, international seminar dedicated exclusively to world-class Customer service. There will be more than 10 presenters over two days sharing their different expertise at this year’s event.  The lineup includes respected authorities, authors, consultants, and top-brand executives who run world-class Customer service organizations.  They know how to provide superior Customer service while still operating a growing and profitable business in today’s economy.  

 

 2013 Secret Service Summit: I guarantee that the 2013 Secret Service Summit will the best ROI of any professional development training/seminar you have experienced. This is the best lineup of speakers we have ever had! The Secret Service Summit will enable your management team to return with a solid plan to take your company’s Customer experience to the next level and make price irrelevant.

 

 

 

2012 Secret Service Summit Website

Announcing the 2013 Secret Service Summit Lineup

 

A SOLD OUT conference 4 years in a row, don’t miss this opportunity to learn from the best at America’s #1 Customer Service Conference.  Join the experts at the Cleveland Convention Center this November 4 & 5, and learn how to increase retention, referrals, repeat business and “change the world by creating a Customer service revolution.”

Joe Calloway


Joe Calloway
is a leading performance expert who helps great companies get even better. He helps organizations focus on what is truly important, inspires constant improvement, and motivates people to immediate action. Joe has been a business author, coach, and speaker for 30 years and his client list reads like an international Who’s Who in business, ranging from companies like Coca Cola and IBM to Saks Fifth Avenue and American Express.  Read more.

Stan Slap
There are people who just talk about it and people who do it. Our keynote speaker is someone who does it. Stan Slap is the president of the international consulting company, Slap Company. He is expert in creating ferocious support in manager, employee and customer cultures – the three groups that decide the success of any business.Read more.
Holly Stiel


Holly Stiel
is a trailblazing service philosopher, keynote speaker, trainer and consultant. She is known for her unique, dynamic and interactive presentation style, as well as her talent for transforming companies and their cultures. Her wisdom and know how have been conveyed in 25 languages, and delivered across the globe, from Japan to Johannesburg.  Read more.

Sasha Strauss  
Mr. Strauss has led client programs for Microsoft, Bosch, Medtronic and eBay. He is the Managing Director at Innovation Protocol, a brand strategy consulting firm that exclusively serves innovators. He does lectures at preeminent graduate programs such as the Anderson School at UCLA, MIT Sloan and The Johnson School at Cornell.  Read more.
Brittni-Tina
 

Tina and Brittni are the heart of Advance Financial and have been instrumental in it’s growth from three to nearly forty locations with 400 employees. Advance Financial is now the leading provider of alternative financial services in the Middle Tennessee market.  Read more.

Matthew Jeffers

    

 

Matthew is known as the man who motivated the Baltimore Ravens to win the 2013 Super Bowl. Matthew Jeffers is an actor and speaker who lives in Baltimore, Maryland. He graduated in May with a B.S in Theatre. After his hopes and dreams of playing in the NBA came to a crashing halt as a teenager when he realized he would never be any taller than 4’2″. Matthew did not have a typical childhood.   Read more.

 

John DiJulius

John is the founder and CVO (Chief Visionary Officer) of The DiJulius Group, a consulting firm that helps companies “Make Price Irrelevant”. Top organizations across the world use his philosophies and systems for creating a world-class Customer service experience.  Read more.

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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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Spend less on advertising; store charges a โ€˜just looking feeโ€™

Spend less on advertising – Research has shown that world-class Customer service organizations spend less on advertising than the rest of their industry.  Why? Because they have an unpaid sales force — their existing Customers. See: Smoking Gun blog post

 

Brand Evangelists – Carter Mario Law Firm, specializing in personal injury, has six locations throughout Connecticut and is a classic example of this theory. When Carter Mario started tracking the source of incoming calls, (the backbone of their business) in 2006 roughly 30% of their calls came from word of mouth/referral sources and the approximately 70%, came from paid advertising. By the graph below, you can see the positive growth of the law firmโ€™s word of mouth calls, (2006-2012) and last year they eclipsed 60%!

 

A world-class hospitality law firm – What changed or what was the driving force behind this movement? โ€œWhile we thought we were client centric, we realized we were relative to injury attorneys, which means we were the best of a lousy group,โ€ says Carter Mario. โ€œIn 2007 our entire organization including receptionists, in-take specialists, administrative positions, and attorneys, became obsessed with being a world-class Customer service company, benchmarked against anyone in any other industry.โ€ That they did! Carter Mario Law Firms are well known for their Customer service. I featured them in my 2nd book, Whatโ€™s the Secret?, and Carter Mario himself shared his story at our Secret Service Summit, where his company won the Secret Service System Award, presented to only one amazing Customer service organization per year.”

 

Store Charges Customers ‘Just Looking’ Fee – A store has had it with Customers walking around the store without buying anything. As a result, Redditor Barrett Fox posted a picture of a sign informing shoppers of a new โ€œjust looking feeโ€ at a specialty food store in Brisbane, Australia.  The fee is $5.00. I canโ€™t make this stuff up.  Look at the sign below.

 

Begging to go out of business – This is one of the worst policies I have ever heard of.  No business makes it very longtreating Customers like this. If people are not buying from you, you need to figure out why; is it price, product, or service? Then fix it, donโ€™t punish the Customer.   Obviously they havenโ€™t heard of the saying, โ€œDonโ€™t punish 98% of your Customers for what you are afraid of 2% might do.โ€

 

Be the Best at What Matters MostWhat if you, your team, or your entire organization had absolute clarity aboutwhat was most important, and thatโ€™s where all of your energy was focused?  Imagine the force multiplier of that kind of shared sense of direction, purpose, and priorities. My mentor, idol and friend, Joe Calloway has just released his newest book; Be the Best at What Matters Most!  Be the Best at What Matters Most reveals the one essential strategy for business leaders, entrepreneurs and those who aspire to lead.  Simplify the way you think about your business.  Success isnโ€™t about doing everything.  Itโ€™s about doing the most important things.  To get Joeโ€™s new book click here

 

Real Customer service should be called ‘custom’ service. 

 

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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