John DiJulius | Customer Experience Blog


Hospitality Is Not Just For The Hospitality Industry | Don’t Trust Your Customers | Uber Is Systemized Hitchhiking
November 16, 2016, 7:12 am
Filed under: Customer Service
The DiJulius Group Welcomes Katie Mares, CXC
Due to our rapid growth in Customer Experience consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant, Katie Mares. A former Customer Experience Executive of multiple TDG clients, Katie has been working with the X-Commandments methodology since 2011. She is also an instructor in the CXE Academy.

*The following is written by Katie Mares, CXC

Who is Your Competition?
Our customers have multiple interactions all day long on a daily basis. In fact, businesses are competing with all of the experiences people have from the moment they wake up until the moment they have the privilege to interact with that customer, sell to them, and convince them why they have the best product, food, or service there is to offer. As a result of this, a great deal of businesses put a focus on improving their customer experience. Emphasis is also put on developing the right Key Performance Indicators (KPIs) to measure the Return on Investment (ROI) for initiatives like this. One of the most popular KPI that businesses look at is whether or not the customer is likely to recommend them. This particular KPI uncovers those customers that are ‘likely to recommend’, but it also sheds light on those customers who are ‘not likely to recommend’. Studies show that news of bad customer service reaches more than twice as many ears as praise for a good service experience. This is a pretty compelling stat. Understanding this, it would be in the business’ best interest to focus on perfecting the customer experience to reduce the number of ‘not likely to recommend’.

If this isn’t reason enough to focus on establishing a World Class Customer Experience, here are a few more statistics that might sway some away from the dark side:

  • It takes 12 positive experiences to make up for one unresolved negative experience. Source: “Understanding Customers” by Ruby Newell-Legner
  • 3 in 5 Americans (59%) would try a new brand or company for a better service experience. Source: American Express Survey, 2011
  • Customer churn is attributed to the poor quality of customer service. (Accenture Maximizing Customer Retention Report)

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Gagging the Gag Order | The Future of CX has Never Looked So Good | Worth doing Wrong
November 9, 2016, 7:19 am
Filed under: Customer Service
Companies Can No Longer Punish Customers for Writing Negative Reviews
A couple in Plano, TX hired a local pet sitting company to look after their dogs and fish while they were on vacation. The customers weren’t terribly thrilled about the quality of service they received and shared their feedback publicly on Yelp in Oct. 2015.

The pet sitting company not only responded to that write-up, they followed it with a cease-and-desist notice directing the customer to remove their review. When they did not take their Yelp post down, the pet sitting company filed a $1 million lawsuit against the customer, accusing the couple of violating a non-disparagement clause in the pet sitter’s customer agreement. To no surprise, the pet sitting company lost in court. Does this sound unbelievable? Unfortunately, this has become a recurring practice of companies, hidden clauses that prevent frustrated customers from sharing their unhappy experiences online. One classic online retailer, KlearGear fined customer $3,500 for a negative online review. While a hotel in Hudson, New York charges guests $500 for writing negative reviews online.

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The Term “Soft Skills” is an Oxymoron
November 2, 2016, 7:12 am
Filed under: Customer Service
The Real Problem With Customer Service
The real problem with customer service is the mindset most leaders have of what it takes to deliver good customer service:

“Hiring good people with common sense and soft skills.”

That is totally wrong! It is so much more than that. The first part is the term “common sense” which typically is described as one using their best judgment based on what they have been taught. Think about that. How would you compare your “best judgment” in your twenties compared to now? There is no best judgment seed planted into our head when we turn 16, 18 or 21. If there is, please tell me how I can get it for my 24 year old!

Soft Skills is Not What You Think
The second term is “soft skills.” When you search the meaning of the phrase soft skills, the following definitions come up:

desirable qualities for certain forms of employment that do not depend on acquired knowledge: they include common sense, the ability to deal with people, and a positive flexible attitude

“…do not depend on acquired knowledge” could not be more wrong. Here is where the contradiction comes in. When you search the term “skill” by itself, you will find:

the ability, coming from one’s knowledge, practice, aptitude, etc., to do something well; competent excellence in performance; expertness; dexterity.

So we would all agree that the term ‘skill’ means something that a person acquires from increased training, knowledge, learning, and practice, which then can give them an expertise at that skill. Then, why the moment we add the word “soft” in front of “skill,” does it go from an ‘acquired competence’ to ‘does not depend on acquired knowledge’?
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5 World-Class Companies are Meeting the Expectations of Millennials | Boulder Crest Changing Lives | CXE ONLINE Academy is Now Available
October 26, 2016, 6:28 am
Filed under: Customer Service
5 World-Class Service Companies are Meeting the Expectations of Millennials
“The margin of error for businesses to get the customer experience right has never been more narrow as 68 percent of millennial consumers have stopped doing business with a brand due to a single poor customer service experience. As millennials’ economic influence grows to an estimated $200 billion annually in 2017, it becomes critical to deliver an exceptional customer service experience,” says Inc.com columnist Ryan Jenkins in his article 5 Ways Millennials are Reshaping Customer Service.

The five companies Jenkins featured in the article were all The DiJulius Group’s clients, Mark Moraitakis, Senior Director, Hospitality and Service Design of Chick-fil-A; Glenn Mueller, President and CEO of RPM Pizza (Domino’s Pizza largest single franchisee); Adam Robinson, CEO of Hireology; Chuck Runyon, CEO of Anytime Fitness; and Tina Hodges, CEO and Chief Experience Officer (CXO) of Advance Financial.

Boulder Crest Retreat Changing Lives
Boulder Crest Retreat is a wellness center dedicated exclusively to our nation’s combat veterans and their families. They are committed to improving the physical, emotional, spiritual and economic well being of this remarkable community of heroes, and ensuring they have the opportunity to succeed in their new mission – a life of passion, purpose and service – here at home. At the 2016 Secret Service Summit, The DiJulius Group donated to Ken Falke, Chairman & Founder of Boulder Crest, to demonstrate our support for the critical part Boulder Crest is playing in the lives of the people who gave us our freedom.

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100% of Your Sales Come From One Place | Do You Know Your Biggest Expense?
October 19, 2016, 6:10 am
Filed under: Customer Service

Where Do Your Sales Come From?

Leaders love to talk about revenue streams by showing graphs and charts  with the breakdown of sales categories. It is important to know the percentage of sales generated by products or services and to monitor trends, especially growth and decline of your business revenue.

However, there is one critical component that every business has in common, which is never discussed. 100% of your sales come from one place. Your customer! When you look at it that way, it sheds a stronger light on why companies need to put more  emphasis on building an incredible consistent customer experience that becomes your number one competitive advantage and helps make price irrelevant.

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The Battle Over Your Advertising Dollars vs. Customer Service Dollars
October 12, 2016, 6:02 am
Filed under: brand loyalty, Customer Service
ROI on Advertising vs. Customer Service?

Now is the time to shatter the myth that advertising delivers a higher ROI than customer service.

This is the time of year every department in every company is fighting for an increase in their budget. Determining what they are allowed to spend for 2017, especially the budgets of advertising versus customer service. The only way to win the battle is to prove which budget will produce the company a better ROI.

In 2016, the fact that this is even still a debate is a sign of old paradigm thinking by too many senior executives. The shortsighted obsession of constantly bringing new customers/traffic to your business is significantly more expensive than building an incredible customer experience.

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urX | The Best Customer Service Quotes Ever Said
October 5, 2016, 6:02 am
Filed under: Customer Service, Customer Service quotes

There is an Uber Coming to Every Industry

Customer Service has never been more important than it is today. Today is known as the digital disruption era. Understand this: there is an Uber coming to every industry.

The more you intersperse technology between the customer and the company, the more you create complex systems prone to breakdown, and the more you remove the sense of dealing with a human being. Whether the technology is complex voice mail systems or social media, the net effect is to DEPERSONALIZE contact between customer and company.

 

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