John DiJulius | Customer Experience Blog


Why You Are Not As Good At CX As You Think You Are
In Denial

Bain & Company, a business-consulting firm, asked leaders of 362 companies if they felt their companies delivered superior customer service. 80 percent believe that the service they provided was indeed superior. What these companies didn’t know was at the same time, Bain & Co. was surveying over 3,000 customers, asking them if they felt they received superior customer service. Only 8 percent of customers surveyed described their experience as superior. How can 80 percent of the companies think they are providing superior service, but only 8 percent of their customers agree with them? Who’s right?
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Has Uber’s Leadership Finally Gone Too Far?
A few weeks ago the CEO of Uber, Travis Kalanick, apologized for cultural failings at his company after a former employee alleged she was harassed and discriminated against while working there. Is it too late for the company that revolutionized public transportation? Kalanick apologized for a lack of diversity in the company’s workforce and for not properly responding to employee complaints. Uber & Kalanick are no stranger to public controversy. Last month, the #deleteuber movement came about after customers accused Uber of breaking a New York taxi drivers’ strike and allying itself with President Donald Trump. Then this past weekend, former software developer Susan Fowler wrote a blog post alleging that she’d been sexually harassed during her year at Uber and that the company’s HR department had tried to protect her manager, rather than resolve the situation. In a February 2014 GQ profile, Kalanick said people referred to the company as “Boob-er” because it helped him attract women. A few months later, Uber employees in France offered riders a chance to be driven by “sexy girls.”

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Are You Reacting, Predicting Or Dictating Consumer Behavior?
Are You Reacting, Predicting Or Dictating Consumer Behavior?

 

Reacting = Road kill
Predicting = Passenger/hitchhiker
Dictating = Driver

Forget about 2017, to guarantee growth and survival, you better be working on what your 2022 Customer Experience model will evolve to. If you haven’t started working on the innovation of your future experience, you are in danger of being a passenger or even worse road kill. Why is this important, because every so often, a product or service comes along that can eliminate other products all together. Worse yet, there are even some examples of one single product eliminating entire industries.

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Our CX Experts Share What Your 2017 Focus Should Be
Do you have a solid Customer Experience strategy for 2017? The experts of The DiJulius Group share some of their insights for what they believe will be key for this coming year.

The following is by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group.

How To Prepare Millennials To Be Our Next Generation Of Leaders

So much has been made of the Millennial generation. There have been countless articles and even books published on how to manage and lead this generation in the work force. This is nothing new. Every new generation brings change and new technology with them as they take their first positions. The primary difference now is that technology changes so much faster then ever before, with smart phones leading the way. The technology that Millennials were raised on is now making its way in to offices and storefronts. Change can be difficult, but change can also be very good.

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