John DiJulius | Customer Experience Blog


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.

SEE FULL ARTICLE HERE.

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Take the CSAT test and find out what level of CX your company is
January 25, 2017, 6:26 am
Filed under: Customer Service Training, Service Aptitude

Company Service Aptitude Test (C-SAT)

When it comes to Customer service, do you know the rating for your company, location or department? The DiJulius Group has created an incredibly powerful tool called the Company Service Aptitude Test (C-SAT).

The C-SAT not only pinpoints the Service Aptitude Level of your organization, but more importantly, it lets management know where the strengths and opportunities are in order to get to the next level. The C-SAT is based on the X-Commandments to providing a World-Class Customer experience from the groundbreaking book What’s the Secret? These are the 10 principles shared by every great Customer service organization.

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Dublin software company has proven way of screening applicants| Customer who can’t return coat goes viral | Make Big Happen
February 10, 2016, 7:10 am
Filed under: Customer Service, Service Aptitude
Luck of the Irish

I recently had the pleasure to speak in Ireland for the Phorest Software Company. Phorest is the leading provider of salon software in Ireland and the United Kingdom. While working with Phorest, I was extremely impressed not only by what their software can do for their clients, but the incredible employee culture at Phorest.

Customer Satisfaction Real Time

Phorest Software allows their clients (salons & spas) to contact their customers via email/text within 30 minutes of the customer leaving the salon, asking the customer to rate their salon experience on a scale of 1-5. Similar to how the Uber app asks you to rate your driver. This gives the salons real time data on their service providers. The salon managers can run an end-of-day report showing how Customers rated each service provider.  This really holds accountability and keeps management teams and employees focused on customer satisfaction.

READ FULL ARTICLE ON OUR NEW BLOG…

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Service Aptitude: The Game Changer in 2016
January 6, 2016, 7:10 am
Filed under: Customer Service, Service Aptitude
It is NOT the employees’ responsibility to have high Service Aptitude;
it is the company’s job to teach it to them.

WHO’S TO BLAME?

If your employee disappoints your Customer, whose fault is that? Typically, the blame is placed on the employee for using poor judgment or being indifferent to the Customer. However, 99 percent of the time blame should be placed on the company or supervisor for putting someone in a position they were not qualified to handle. Most companies have their new employees go through technical training only, and when they end up delivering poor Customer service, management gets frustrated with that employee’s decision making. It is not their fault! Most would agree that the hospitality side (how our Customers are treated and cared for) is just as important as the technical/operational side of what the Customer receives. However, our training contradicts that. We would never think of having an accountant, lawyer, nurse, doctor, hairdresser, or technician perform work without the proper technical training, certification, and licensing. Yet most companies have little to zero Customer service certification. To my knowledge, there is no college major in Customer experience that prepares our next generation of workforce on how to have strong Customer service skills.

 

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Comcast Massive Fail: Who’s to Blame?

Cable company rep bullys Customer trying to cancel service – A Comcast Customer service representative makes it almost impossible for a Customer to cancel his cable service. The Customer, who recorded the call midway through, is harassed and scolded for nearly 10 minutes by the rep. This story has exploded all over the Internet and received national media attention.  Listen to the recorded call yourself.

 

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The Customer eXperience Executive Academy

Wanted: Chief Customer Officer – The fastest growing C-level position popping up in the corporate world is CCO- Chief Customer Officer, also known as the CXO- Chief eXperience Officer (see past eService Who is losing sleep at night over the Customer). With the old paradigm, the Customer service duties were left on the plate of the director of training, HR, or the chief marketing officer. Regardless of your company’s size, someone in your organization has to be in charge of the Customer eXperience and all that goes with it. I am not talking about the head of the Customer service department-that is, call centers. I am talking about someone who oversees the entire company’s Customer service, every department. That someone should not be the president, CEO, or owner, but someone who reports directly to them. Companies have heads of operations, marketing, accounting, sales, and human resources, but our second biggest asset (other than our employees) is our Customer. Their happiness is determined by the Customer eXperience we deliver. Until recently, the vast majority of companies had no one in charge of the Customer or their eXperience. Regardless of your company’s size, you need to have someone who loses sleep at night over the Customer and how every department and all employee-training affects the Customer eXperience.

 

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Top 8 reasons why your Customer service may be failing

The top 8 reasons why your Customer service may be failing 

 

1. Lack of 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. The senior leadership team has to provide the necessary resources to create long-lasting change. Customer service has to be as important as finance, sales, operations, and technology. It needs to be talked about at board meetings and strategic planning sessions, with leaders and everyone else in the company including front-line employees. See past eService Executive Sponsorship

 

2. No CXL – Regardless of your company’s size, someone in your organization has to be the Customer Xperience Leader; the person in charge of the Customer experience for the entire company. I am not talking about the Customer service reps or call center. That person should not be the President, CEO or owner, but someone who reports directly to him/her. 

 

3. No CX community – One of the most effective initiatives developed by our consulting clients is an internal Secret Agent Team, made up primarily of non-management staff, to support the Customer service initiatives and help gain momentum throughout the front-line employees. See past eService Secret Service Agents 

 

4. No key metric – Companies need to see the impact that Customer satisfaction has on their key metric drivers (i.e., Customer retention, average ticket, re-sign rates, referrals, average contracts, frequency of visits). This demonstrates the ROI, as well as allows management teams to hold employees accountable for providing a great Customer experience at every level of the organization. Measurement tools can be anything from Customer surveys, third-party companies that measure Customer satisfaction, secret shoppers, to statistical benchmarks (such as the average ticket or the number of referrals. These provide a benchmark to measure the impact of the new systems and to determine whether they are being consistently executed. 

 

5. Your business is not special – If you ask 100 leaders why delivering superior Customer service is so difficult, you will hear the same answers over and over again: “Our business is unique.” “In our industry it is so hard to find employees, let alone ones who care about service.” “We can’t afford to pay enough to get quality people.” “We have a totally different Customer, it is much more difficult.” Every business is dealing with the same dynamics, trying to un-commoditize their service or product from all their competitors and not get sucked into price wars. 

 

6. Lack of hospitality training – On average, a company devotes more than 90 percent of its training to hard skills (such as technical and operational skills and product knowledge) and less than 10 percent to soft skills (such as hospitality, relationship building, service recovery, and experiential training). 

 

7. Low Service Aptitude – The quality of your Customer service comes down to the Service Aptitude of every employee you have. From the CEO to the account executive, sales clerk, call center, receptionist, corporate office support team, to every front-line employee — it’s all about Service Aptitude!!! No one is born with it; it is not innate. The vast majority of the workforce has extremely low Service Aptitude. It is not the employees’ responsibility to have high Service Aptitude, it is the company’s job to teach it to them. See past eService Service Aptitude

 

8. Lack of purpose motive – Too many companies underestimate the power a purpose provides to front-line employees, which is critical for having high morale in a workplace. See past eService Purpose maximizers & Service Vision

 

 

Johnism

 

Companies spend millions creating and advertising their brands,
yet the Customer’s experience is what drives Customer loyalty
 

 

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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