John DiJulius | Customer Experience Blog


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.

READ FULL ARTICLE

Comments Off on The 5 Things CEOs Regret Most On Their Deathbed About CX | Simon Sinek: How To Lead Millennials | Ask John


Make The One Thing The ONE Thing | We Need Unreality Checks
February 1, 2017, 5:11 am
Filed under: Service Vision
Make The One Thing The ONE Thing

You can say all you want about what your #1 priority is, however, until you create a system that is measurable and accountable, it is just lip service. One of my favorite things to ask the CEO’s of my consulting clients is, “what is the one thing, we can help you improve, that will have a significant impact on your bottom line.” I had one CEO tell me that a 1% improvement would result in millions of dollars. So when you know what that one thing is, you make it the ONE thing. You become obsessed with creating a system that has an applied metric that everyone in the company can monitor hourly, with real time feedback. And when I say everyone, I mean whenever that ONE thing isn’t done, every time that ONE thing isn’t done, alarms and sirens go off. The Customer-facing employee knows, their leader is immediately notified; the CEO and COO receive an automated text to their personal cell phones. Your system should be similar to this scene from the movie Monster’s Inc.

READ FULL ARTICLE.

Comments Off on Make The One Thing The ONE Thing | We Need Unreality Checks


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.



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.



Advance Financial revolutionizing the Payday loan industry

In Default – The payday loan industry has one of the worst ethical business reputations going. The industry has been heavily criticized for irresponsible lending, applying outlandish interest rates, charging excessive fees, aggressive debt collection and even occasional fraud. The government has stepped in and put in many radical regulations, and as a result, payday loan banks cannot even operate anymore in a growing number of US states.

 

Enter Advance Financial – Advance Financial is a chain of over 50 payday loan centers headquartered in Nashville, Tennessee. For the past two years, Advance Financial has been reinventing itself with an aggressive strategic plan to build a world-class Customer experience business. While impressive, the more surprising question is WHY? Advance Financial’s sales growth in the last five years has been amazing.  In the last three years alone their increase was 250% including the number of locations and profit. All this in spite of the payday loan industry being notorious for horrible Customer service. When Advance Financial reached out to The DiJulius Group nearly two years ago about hiring us as their Customer service consulting firm, I asked CEO Tina Hodges the following questions: “Your company is rocking and rolling, sales are up, profit is great, no one else is doing this; so why the need to change and tamper with success? It will be a lot of work, it is a long-term commitment, and why do you need to become the first world-class Customer service payday loan bank?”  Here is how Tina answered my questions.

 

Customer Service Vision – Their Customer base is one that often times may have fallen on hard times. As a result, Customers may feel like they are not treated well.  Advance Financial wants to make sure every one of their 500+ employees, in over 50 locations, acts as an ally for their Customers. A place where their Customers can come in, be respected, see a friendly face and be treated like a friend; hence, Advance Financial’s Customer Service Vision Statement: Friends Helping Friends

 

Revolutionizing Payday loan industry – Advance Financial has done so much in less than two years.

  • Named a CXO (Chief Xperience Officer) and a Customer & Employee Affairs Director
  • Created a Day-in-the-life of an Advance Financial Customer video that all new employees must watch in their orientation
  • Created a Customer Service Vision statement with pillars and Nevers & Always and rolled these out to the entire company.
  • They created an online training certification of games like Jeopardy, Memory and Wheel of Fortune, ensuring their employees retain their Customer service training, while making it extremely entertaining.
  • Created a new Customer experience at every encounter
  • Have Secret Service Agent teams, made up of front-line employees throughout all their locations, to support this project and audit the experience.

Tina Hodges & Brittni Walker – This is why we are so excited to have Tina Hodges & Brittni Walker present at the 2013 Secret Service Summit in Cleveland, November 4th & 5th. They will be sharing how they are creating a Customer service revolution in the Payday loan industry and making the Customer experience Advance Financial’s strongest competitive advantage.

 

 

Johnism

  

The only one who enjoys when your company delivers bad service is your competition

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.




%d bloggers like this: