John DiJulius | Customer Experience Blog


Results from Building a Relationship Center
June 1, 2016, 6:50 am
Filed under: call center training, Customer Service
I have heard some great feedback since my article titled, “Turning your Call  Center into a Relationship Center” was published at the end of March.  Many people have shared with me that they have implemented some of the tools discussed and have seen success in a very short time.  Others shared that they have identified a date to conduct their own Customer Experience Cycle (CEC), and will keep me posted on the results.

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You want Customer loyalty? Be brilliant at the basics
May 25, 2016, 6:24 am
Filed under: Customer Service
Customer Bill of Rights – Burden of the brand

World-class service companies have what I like to call a “Customer bill of rights” that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect to see a Disney cast member, in full uniform on break, chewing tobacco and spitting on the ground near the front entrance where guests are walking by? Doubtful. Or would you ever think a Ritz-Carlton employee, when asked for directions to the ballroom, would give a response like “I don’t know, I work in housekeeping”? Highly unlikely! One of the most effective ways to elevate your company’s Customer service level is by instituting your own Customer bill of rights.

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The Ultimate Personalization App | Stop teaching employees how not to get fired
Win a ticket to the 2016 Secret Service Summit!

We want to hear the best things you took from last year’s Secret Service  Summit, how you implemented those into your business, and the results. Please submit a 90 second video sharing and showing what impacted you and how you used it in your business. The company with the best ideas and implementation will win a ticket to the 2016 Secret Service Summit. Send your video links to Nicole@thedijuliusgroup.com. See example on our new blog.
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Six things that make yours the brand customers cannot live without
World’s Most Admired Companies

Fortune Magazine’s 2016 list of the World’s Most Admired Companies was  released and it is a very interesting list indeed. It shouldn’t surprise anyone that as you scroll down, the companies that have a reputation for providing a world-class customer experience dominate the list. You will see brands such as Apple (#1), Amazon (3), Walt Disney (5), Starbucks (6), Southwest Airlines (7), FedEx (8), American Express (11), Costco (12), and Nordstrom (13) all in the top 15. This should help silence the executives who use to argue they needed to see more than just warm and fuzzy proof of companies that provided superior customer service. These serve as additional examples of why your company should make your customer experience your most distinct competitive advantage.

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Do you have a CX War Room? Zuckerberg unveils Facebook’s 10-year plan
May 4, 2016, 6:12 am
Filed under: Customer Experience, Customer Service, Stossel
My medical care is excellent but the customer service stinks

John Stossel wrote his most recent blog from New York-Presbyterian Hospital where he is being treated for lung cancer.  Stossel is the host of “Stossel” (Fridays at 9 PM/ET), a weekly program highlighting current consumer issues and appears regularly on the Fox News Channel. Here are some excerpts of his hospital experience:

“My doctors tell me my growth was caught early and I’ll be fine. But as a consumer reporter, I have to say, the hospital’s customer service stinks. Doctors keep me waiting for hours, and no one bothers to call or email to say, ‘I’m running late.’ Few doctors give out their email address. Patients can’t communicate using modern technology…I fill out long medical history forms by hand and, in the next office, do it again. Same wording: name, address, insurance, etc.”

Check Stossel’s post: My medical care is excellent but the customer service stinks.

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Do you know your company’s biggest expense? | Author hunts down bad reviewer and knocks her out
April 27, 2016, 8:07 am
Filed under: Customer Service

What is the biggest cost to a company?

Robbie Richards writes for JitBit, a company that provides live chat and helpdesk software to help businesses simplify and improve their customer support.  He provided a great piece on every company’s biggest expense.  Ask a business owner or CEO that question and you’ll get answers like: R&D, payroll, and advertising.  And, while all are very important to growing a successful business and come with significant costs…they are not the costliest.  The truth is, the biggest cost to your business doesn’t actually show up as a line item on any balance sheet or expense report. Any company’s biggest expenses is poor Customer service.

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CEO ‘Delight Customer or you’re fired’ | Howard Schultz’s thoughts on Social Media
April 20, 2016, 6:44 am
Filed under: Customer Service
Delight the Customer or LOSE YOUR JOB

In a memo to all his employees, the CEO of Restoration Hardware, Gary Friedman, told his employees, “We need a MASSIVE CHANGE IN OUR CULTURE AND ATTITUDE RIGHT NOW.”  Order-cancellation rates at RH Modern have climbed to 17 percent, up from around five percent. “YOU WILL NEVER GET IN TROUBLE FOR MAKING A DECISION TO DELIGHT OUR CUSTOMERS. YOU WILL, HOWEVER, LOSE YOUR JOB IF YOU DON’T,” said Friedman. Read full article, “Delight the Customer or Lose your Job.”

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