John DiJulius | Customer Experience Blog


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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Out-Love Your Competition
September 28, 2016, 9:24 am
Filed under: Customer Service
This is one of my favorite new phrases. Think about it. Nearly everything can be copied: the products or services that you sell, your décor, website functionality, menu, and prices. Can you really out-work your competition? Can you out-think them? The one area you can get a distinct competitive advantage is by out-loving the businesses you compete against. The only way to do that is stop the typical complaining that goes on about how difficult Customers can be, and just start appreciating them.
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Expertise is Not an Advantage; Loyalty on the Decline
September 21, 2016, 5:42 am
Filed under: Customer Service

Is Expertise no Longer a Competitive Advantage?

An article appearing in the Harvard Business Review, titled, The End of Expertise, talks about how expertise is losing the respect that for years had earned premiums in any market where complex knowledge is valued. Talk to people in such professional service industries as private banking, auditing, consulting, even engineering, and you begin to hear concerns about the commoditization of professional knowledge. So much of what Customers would have called an expert for in the past, can be found online in a few minutes today.

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You are in the Customer Perception Business
September 14, 2016, 5:55 am
Filed under: Customer Service

**This week’s eService is written by our guest blogger Angela Crawford, Chief Marketing Officer, Direct Opinions, a full-service professional market research firm.

Customers Control Your Brand Perception, But Are You Really Listening?
In an age where many consumers report making a purchase decision based solely on the reviews of other customers, it is exceedingly more important for companies to know what their customers might say before theyDirect Opinions Logo read it posted online for the world to see.  In fact, more than 88% of online shoppers incorporate reviews into their purchase decision.  Even if you are not selling a product online, whether it is face to face or via e-commerce, 91% of consumers search for feedback online before making a buying decision.  Therefore, companies who recognize that the customer is now in control of their brand perception have the opportunity to create a real competitive advantage that will last well into the future.

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What a 13 Year Old Can Teach Us About Customer Service

I have had the good fortune to experience and witness many professionals who truly know how to serve. However, there is one person in particular that consistently blows me away on how he builds rapport instantly with strangers and learns so much about other people in only a few minute conversation. This person is my thirteen-year old son, Bo DiJulius. I have been so intrigued by his ability to strike up a conversation with someone he has never met before and have him or her share so many intimate details with a teenager. So I asked Bo if he could share how he does it.

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Clicks and Mortar | The Answer is NO
August 31, 2016, 5:11 am
Filed under: Amazon, customer experience management, Customer Service

Clicks and Mortar

The past five years appeared to be the beginning of the end for brick- and-mortar retailers. Sales were shifting to e-commerce and physical stores were closing at an epic rate. However, something that most didn’t see coming, the retail pendulum is shifting again. It is called “clicks and mortar”, which combines in-store and online shopping. Amazon and Google are opening up brick-and-mortar stores.

Hugo Boss is teaming up with Uber to create “Boss On Demand.” It consists of three major services: Effortless Shopping, Impeccable Service and Inside Access. A car will pick up the client and deliver them to the appointment with a Hugo Boss stylist, allowing them to stay productive, return calls, hammer out emails and not worry about parking. Hugo Boss will also use Uber for its rush service. Did you spill soup on your shirt at lunch? Hugo Boss can Uber you a new one within an hour. Boss now offers free two-day shipping, and allows customers to designate a retail outlet to pick up alterations. It also means better profits for brands, according to a recent report by ContactLab and Exane BNP Paribas. Those who shop in-store and online spend 50% more in a year than those who buy in bricks-and-mortar alone.

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