John DiJulius | Customer Experience Blog


Some Customers Deserve To Get Fired | Every Child Deserves To Believe In Two Things
When a Customer Deserves to Get Fired

Every company needs to have zero tolerance towards bullying, internally and externally. Recently, a teenage girl working at Cold Stone Creamery was serving a female customer. The woman said to her daughter, loud enough for the teenage employee to hear, “If you continue to eat too much ice cream, you’re going to look like her.” While that wasn’t enough, the customer then went home and posted a similar review on Yelp, calling the employee “disgustingly obese.”  Sad but true, you can read more about it on CNN.

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The Hidden Obstacle Holding Companies Back From Being World-Class

The DiJulius Group Welcomes Lisa Duran, CXC

Due to our rapid growth in Customer Experience consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant, Lisa Duran. Lisa has been working with the X-Commandment methodology since 2012. She is also an instructor in the CXE Academy.

*The following is written by Lisa Duran, CXC

The Hidden Obstacle Holding Companies Back From Being World-Class

We’ve seen a lot of data that proves how great customer experience impacts revenue. According to the Customer Experience Index 200 (CEI) analyzing 2007 to the present, “From 2007-present, the top 200 customer service companies have outperformed the S&P 500 Index by generating a 10.7% annualized rate of return.” Clearly a case for creating a customer centric culture, but creating a culture where the customer experience is king remains a challenge in most companies. But why?

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Vision Quest | Your Employees Have Been Brainwashed
57,000% Sales Growth in Three Years

Ever snacked on a Quest Bar? I love Quest Bars. Now I love them even more after learning about entrepreneur Tom Bilyeu, and how this incredible visionary grew his company Quest Nutrition 57,000% in just three years and his team of employees from six to over 1,400. Bilyeu’s company is the second fastest-growing private business in the U.S.

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The Results of Your Product or Services has the Least to do with Creating Customer Loyalty
It is not about the results 
Too many customer-facing employees are convinced that if the customer gets the results they were hoping for from doing business with them, the customer will happy & loyal. This is so not true. Think about it, if you have a toothache, don’t you expect the dentist, any dentist to fix it? If you go to a high-end steakhouse, and you order your filet mignon medium rare and it comes out medium rare, are you doing backflips? If you complete order arrives within two days as promised, are you wowed? And if your accounting firm prepares your year-end taxes accurately and the IRS does not open an investigation on you, are you so thankful? Not at all, when you deal with reputable businesses that is what you are paying for. However, if that is all you get, which is the same thing you would receive at any of those company’s viable competitors, you will not be a loyal customer. We need to change the mindset of what we think makes customer loyalty.
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I Collect The Best Thing Anyone Can Collect
November 21, 2016, 11:52 am
Filed under: Customer Service
I Collect The Best Thing Anyone Can Collect
I have never been a real collector. When I was a kid, I collected baseball cards, a lot of baseball cards. I cashed in on them at the height of the baseball card market, shortly after I got married. I traded them to get my basement finished, pretty good deal. Since then, I haven’t been too nostalgic about anything, at least not anything physical. However, I realized my entire life I have been a collector of something very rare and priceless. People compliment me on my collection all the time. I believe it is the best gauge of a person’s character. I constantly stress to my three sons and all my employees that they should collect the same thing I do. What I collect are rare people in my life. The key word is rare, for I am extremely choosy on whom I collect. I collect relationships with uncommon, loyal, unique, high moral, genuine, and most importantly POSITIVE people. 
 
If I Am Judged By The People I Surround Myself With, I Am A Champion
I want to be guilty by association. For the success I have had, I attribute 100% to the collection of relationships I have. From my friends who I spend the most time with, my mentors, my managing partners & leaders in my businesses, our long-term employees, customers who have become more than just business associates, close family members, my sons, to my significant other. Every one of them embodies the list above.  
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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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