John DiJulius | Customer Experience Blog


Restaurants on the Run | Michael Caito | Steve Job’s farewell | British Airlines
Changing the World by Creating a Customer Service Revolution…

ROTR Logo Restaurants on the Run – This is a multi-restaurant delivery and catering company serving cities all over the west coast, and it has an amazing success story built around a philosophy of “people taking care of people.” This isn’t lip service. They live this internally and externally. A long-time client of The DiJulius Group, they created a Secret Service Agent team made up of staff members.  Annually they give out a Secret Service Agent of the Year award, and the recipient will receive a prize such as a vacation for two at Disney World.ROTR SS

Competition on the Run – ROTR is a very aggressive company that excels in implementation and execution (Chapter 6 of What’s the Secret?). They recently introduced a service recovery program designed to focus on loyalty and retention processes, which forced them to take a much longer look at what they do when things do not go according to plan. This Michael Caitohas culminated in our Service Guarantee Program, which caused them to  launch  The ROTR Promise. The ROTR Promise says that they will give customers a $20 gift card if their order is not set up and ready to eat within 5 min of the quoted RTE Time.   This is a bold move and a powerful statement that none of their competitors have ever offered.  The DiJulius Group is thrilled to have Michael Caito, President & CEO of Restaurants on the Run, as one of our keynote speakers at this year’s Secret Service Summit, November 3rd & 4th in Cleveland, OH.

What America needs is more Jobs…Steve Jobs – Last week Steve Jobs officially removed himself as Apple’s CEO.  This may be the end Steve Jobsof an era. I regard Steve Jobs as one of the top five entrepreneurs and visionaries of the last 50 years. If you haven’t seen the Stanford University commencement he gave you have to take the time to watch this, it is legendary – Stanford Address. My favorite Steve Jobs’ quote is, “Don’t ask the customers what they want, give them something they cannot live without.” Here’s to you Steve!

Secret Service by an airline – I get dozens of RSS feeds on customer service stories everyday, but rarely do I get a positive story of an airline. British Airways Using iPads to Revolutionize Customer Service! Cabin crews working for British Airways are now using the iPad to streamline several boarding processes and in-cabin services to offer a truly personalized experience to flight passengers. With the iPads, the crew has access to each customer’s preferences and travel arrangements. A seating chart displays where each passenger is seated, who their traveling companions are, their Executive Club stature, and special meal requests. Read the entire article.

TA making price less relevant – TravelCenters of America, a long time consulting client of The TA DiJulius Group, has had and continues to have, unbelievable momentum. The company has posted amazing earnings the past two years in spite of the serious economic woes that are lingering.  TA has won multiple awards for their customer service excellence, including the 2010 Secret Service Summit Award.  Recently the Cleveland Plain Dealer did a feature story on TA’s success and when asked about why his company places so much emphasis on customer service, CEO Tom O’Brien said, “At the core, our company is in the commodity business. We sell two billion gallons of fuel, and we have some very stiff competition. If you can purchase fuel for the same price, why wouldn’t you send your drivers to a place where they can get a clean hot shower? They can sit in a full-service restaurant and be called by name, and be served by somebody who understands a little bit about the trucking business.”  Read the entire article.

Quote of the week

“We started off hoping to change a business, ended up changing an industry,

 community, people’s lives, and the way other companies do business”

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Secret Service Certification by John DiJulius

Customer Service Training Class This October 3rd is your opportunity to re-energize and change the way your company delivers world-class customer service.

This last class of the year, will provide new insight into the customer  service systems used by the top organizations in the world and show you  how to use them at your company.

12 candidates will be selected to be a part of this train-the-trainer class taught by best-selling author, keynote speaker,  consultant and THE Authority on delivering a world-class customer  experience John DiJulius.

This class is tailored to:

    ·    Corporate trainers

    ·    Consultants

    ·    Leadership teams

    ·    Small business owners

For details and selection process call Denise Thompson at 440-443-0023 and mention secret phrase “I’m a member of the customer service revolution” for early bird pricing.

 

Few seats remain available!

Any company in the world can do what you do,  

except deliver world-class customer service.”

FREE Teleseminar

September 14, 12 PM EST

  Teleseminar series

This September 14th join John DiJulius in the first of a NEW series of FREE Teleseminars based on the X-Commandments of world-class. 

 

The  first teleseminar will expand on The State of Service in  America.  Why are companies realizing poor service is a sure way to go  out of business? How the top service companies endure all economic  climates? How do you compete on experience not on price?   

  

To register follow these 2 easy steps:

  1. Become a member of the customer service revolution
  2. On September 14th at 12PM EST, you can listen in from your phone simply by dialing 214-775-0917 ID 742574# Or from your computers by going to this link:   http://InstantTeleseminar.com/?eventid=22213515 AND using PASSWORD 914TDG

Add this teleseminar to your Facebook or LinkedIN calendars so you don’t forget:

 Facebook Event LinkedIN Events

Register FREE today!

~John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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It’s about TIME | AMAZON’s Bezos | The New Word of Mouth

“Changing the World by Creating a Customer Service Revolution…

It’s about TIME – Speed of time and speed of service are as critical to the customer experience as anything.  Too often it is part of fundamentals, but does not get the time it deserves in operations, training, and mindshare of all employees. Everyone in the organization has to understand how valuable time is to the customer.

No time to Wait – In the great book, The Amazement Revolution, by my good friend, Shep Hyken, (who has been a keynote speaker at the Secret Service Summit) articulates very well the importance of time. Hyken shares how consumers consistently report to researchers that they are working harder and longer hours than ever before, that they experience serious stress in their lives because of the lack of available time to do everything they want to do, and that they flat-out resent being kept waiting. It is vital that business demonstrate to their customers that their time is always regarded as a critical resource. Their time will always be respected by sending silent cues and signals such as, “I am here. I see you. You are the most important priority for me right now, and I am not putting any other task in front of the task of serving you.”

New Word of Mouth – Word of mouth use to be the most influential tool to a brand’s reputation.  Today is a new age, and through social media outlets, the voice of the customer can create brand evangelists or brand assassins at warp speeds. College Works Painting, headquartered in Southern California, has always prided themselves on being at the top of their industry for customer service; but they found out the hard way about the new word of mouth. One unhappy, disgruntled customer created a blog where he complained aggressively about the job that was done for him.   His blog dominated the search engines for four years.  As a result of this brand terrorism CWP estimates that it lost millions in revenue and countless employee candidates.

Just say Yes – As a result of the beating CWP took from that nasty blogger, CEO Matt Stewart now Matt Stewart shares the lessons he learned. “After committing to truly becoming a world-class customer service organization, we changed our entire culture and attitude toward every customer we contact. We don’t care who is right or wrong, we look at ourselves through the eyes of any customer, and we fight for 100% satisfaction.  We say ‘sorry’ more, we say ‘yes’ more, and we move very fast and very transparently. Our philosophy is Yes is always the answer, now what is the question? This is a way of life for us, and for me personally.”  You can hear Matt live, as he is one of our keynote presenters at this year’s Secret Service Summit.  Matt will share how he has helped to build multiple successful businesses based on delivering a world-class customer and employee experience.

“…To be the earth’s most customer centric company” – A pretty ambitious goal, but I wouldn’t bet against the author of that statement, Jeff Bezos.  Recently Success Magazine featured the founder and President of Amazon.com in their August issue and as always, the pioneer stressed how Amazon’s Jeff Bezos from Amazonsuccess is built around fanatical drive on the customer experience. Some excerpts from Bezos: “The customer experience is the critical guiding hand. Our vision is to be the earth’s most customer centric company; to build a place where people can come to find and discover anything they might want to buy online.”  With that type of vision from the President, is it any wonder why Amazon.com has revolutionized not only ecommerce, but also retailing and publishing as well? The article said, “If the Internet were rock & roll, Bezos was its Elvis.” Bezos cites the fundamental differences between an entrepreneur and professional management, “entrepreneurs are more stubborn about the vision and keep working on the details. One of the dangers about bringing in professional managers is the first thing they want to alter is the vision. The rule of thumb is to be stubborn on the big things and flexible on the details.”

Quote of the Week –

“We are not for everyone, nor do we want to be. We are for the 1% who wants to emerge as

the best-of-the-best and are not afraid to work harder and challenge themselves

to see how much greatness they actually have inside.”

        Receive a “Johnism” of the Day – join me on http://twitter.com/johndijulius

~John DiJulius best-selling author, consultant, and keynote speaker, is the CVO of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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Found Money | Business is Personal | Keeping the momentum | Customer Service incentive | Not making the customer wrong | Quote of the Week

“Changing the World by Creating a Customer Service Revolution…”  

A radical overthrow of conventional business mentality designed to transform what employees and customers experience.  This shift produces a culture that permeates into people’s personal lives, at home and in the community, which in turn provides the business with higher sales, morale and brand loyalty– making price irrelevant.

Found Money – Want to increase revenue without increasing advertising or labor? Customer service expert Jack Mackey proves that you can in his recent article, “Found Money: Want it or Not?” Mackey demonstrates how research has proven a staggering amount of money lost or gained per year by how well you manage your service breakdowns and your service recovering systems. I strongly encourage you to take 10 minutes and read his article to see how your company is stacking up.

Jack Mackey
Jack Mackey

All Business is Personal, it goes where it’s invited and stays where it’s appreciatedthat is Jack Mackey’s philosophy and message. Jack is one of our keynote presenters at the  2011 Secret Service Summit. As the Vice President at Service Management Group (SMG), he helps companies guide and energize their people to deliver remarkable service.  With more than 20 years of experience in customer service leadership, Jack is also co-author of The Total Customer Service System and The Manager’s Role as Coach.  He speaks on performance improvement strategies nationwide and is legendary for instilling a spirit of “celebrated discontent” in his audiences.

What gets recognized, gets repeatedOne of the best ways of keeping a World-Class customer service culture alive, without losing its momentum, is by finding ways to recognize your employees, locations or departments for delivering Above & Beyond service (Commandment VIII in What’s the Secret?) These range from soliciting, capturing and celebrating raving fans’ stories sent in from customers, to sharing them through signage, pre-shift huddles, awards, internal newsletters, and several other company communication mechanisms you use.

Excellent incentive Here is a best practice by Nestle, a consulting client of The DiJulius Group, and a company that has had their customer service management team in attendance at every annual Secret Service Summit. Nestle currently has a contest running where the employee with the best Above & Beyond story (voted on by their peers) from each of their customer service center locations wins an all expense-paid trip plus tuition to this year’s 2011 Secret Service Summit. This does several positive things: 1) It gets people to continue to think creatively to solve customer problems, 2) It generates more Above & Beyond stories so Nestle can use them to drive the awareness and service aptitude in their front lines, 3) Sometimes people who do great things, don’t do it for the recognition, and don’t bother to tell anyone what they did. A contest like this gets co-workers to tell on each other, and 4) The winners, the ones that “get it,” are rewarded by going to a two-day customer service conference with dozens of customer service experts and motivational speakers, thus giving them even more ideas and systems they can further use. Is it any wonder why Nestlé’s customer service has reached new levels over the past three years? Are there ways you can stimulate a stronger World-Class customer service culture?

Not making the customer wrongA favorite best practice I have learned from being a regular at Starbucks is how well they educate their customers in order for the customer to be able to adapt to their terminology, thus making their job more efficient. For example, if someone comes in and says, “I would like a big size, sugar-free vanilla, with non-fat milk, latte,” the Barista will confirm the order by saying something like, “certainly, you want a venti skinny vanilla latte.” This just taught the customer how to articulate their drink more quickly in Starbucks’ language, which reduces time and improves accuracy of the order. Best of all, the customer wasn’t made to feel stupid.

Quote of the week

“The biggest tragedy isn’t death — it is living without a sense purpose and a lack of passion. It is not being blind; it is having sight but no vision.”

~John DiJulius best-selling author, consultant, and keynote speaker, is the CVO of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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IT ISN’T THEIR FAULT, THEY DON’T KNOW ANY BETTER!

I have this niece who is 20, and I have been bugging her for years to come work for me. I’ll even send her to beauty school! She is one of those bright, bubbly cute girls who lights up a room. She has a great personality and any business would love her working for them at the front lines as a receptionist, hostess, or any customer contact position.

ImageI got to see her over the holidays and asked her what she was doing. She said she has been working for a while at a Café and enjoys it.  I asked her what it was like and what her responsibilities were. As she explained them, one of the jobs the owner has given her was to make sure people who are not paying customers do not use the bathrooms.  My eyes lit up. I said, “Really?” She replied, “Yes, we even have a sign on the door that says so. Just today I saw someone who wasn’t buying anything headed to the restroom, so I ran after him and made him leave.  My owner says if they can’t pay for things, they don’t get to take advantage of our facilities because he then has to pay me to go in and clean up after them.”

I was shocked! This is my sweet adorable niece with the same family DNA. How could she think like this?  You are probably thinking how wrong I am about my niece, and that I shouldn’t want an employee like that.

Well, for starters, each of us has plenty of employees currently working for us, and I would love for her to work for me– with the proper customer service training, of course.  Her mindset is not unusual. It is more the norm.

It all goes back to Service Aptitude. No one is born with it; it is not innate. People’s Service Aptitude comes from two primary places: 1) life experiences and 2) previous work experiences.  Think about that. That’s it! No one is born with high service aptitude.  Most life experiences before the age of 25 don’t afford the know-how of what world-class service looks like.  And considering that nearly 80% of businesses out there are Average at best at customer service, that means employees have previously worked elsewhere. Not only were they not trained on what excellent service looks like, but they were poisoned with a policy-driven iron fist that teaches them that customers are out to take advantage of businesses and must be caught and stopped.

We all agree that the experiential side (how our customers are treated and cared for) is just as important as the technical/operational side of what the customer receives. However, our training contradicts that. We would never think of having an accountant, lawyer, nurse, doctor, hairdresser, or technician perform work without the proper technical training, certification, and licensing. Yet most companies have little to zero customer service certification.  To my knowledge there is no degree or even a college course that prepare our youth.

Action Plan

Don’t be discouraged.  This is the majority of our workforce. Keep reminding yourself that it is not their fault; it is our responsibility as an organization and as leaders to improve their Service Aptitude to a level that is acceptable before we allow them to interact with our customers. Make sure you re-evaluate what your soft-skill service training looks like, how well your existing and new employees know and understand your Service Vision, and how they impact it.  Be sure they know your Customer Bill of Rights, your Always & Nevers, the Secret Service Systems, what your service recovery protocols are, how they can easily go Above & Beyond, and that they have the permission and autonomy.

~John DiJulius best-selling author, consultant, and keynote speaker, is the CVO of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. John DiJulius is the innovator of a methodology called Secret Service a customer service system which consistently enables organizations to deliver World-Class Customer Experiences. Find out more about The DiJulius Group or The Secret Service Summit, the #1 National Customer Service Conference.



Is Your Training Contradicting What You Are Preaching? Company Leadership sends the message to employee that Service is not important

If you ask managers of any business how important their customers’ experience is to customer satisfaction (i.e. engaging, memorable, personalize, relationships, etc.), along with the quality of service or product they deliver, nearly every manager would say that the customer experience is critically important. Yet they contradict themselves by their actions.

Managers get frustrated because their employees and professional service personnel think it is all about the expertise. ‘Wowing’ the customer consistently takes a back seat. Why? Because it is just lip service by management! Want proof? Think about most professions; nearly all the degrees, licensing and on-going education is spent on the technical expertise of the profession. Now compare that with how much customer service training is put into a new employee and how much on-going training is put into an existing staff?  How many colleges offer Customer Service as a major, a minor, or even a class?

How many companies require their professional service providers to have certain levels of customer service training and/or licensing before they are allowed to work with customers, patients, or clients?  Hardly any.

Medical brilliance is a Commodity
A recent study found that, of the doctor’s surveyed, most seemed to overrate the patient service they provide. The following results are from research conducted in 2010 by The Management & Business Academy, sponsored by CIBA Vision and Essilor.

  • 97% of practices rate the quality of the service they provide as above average or higher.
  • 32% rate their service as “outstanding” – the best in their community.
  • When patients rave about the service of an optometric practice, they most commonly mention the quality of the human interaction that occurs during an office visit rather than the technical quality of the exam or the technology used in the practice.
  • The most frequently mentioned comment from highly satisfied patients is that “staff is friendly.”

This study presented research of highly satisfied patients, and rarely did the highly satisfied patients ever mention the technical competence of the doctor or staff, the technology used by the office or thoroughness of the exam.

What does this mean?
Patients expect excellent medical treatment and trust they will receive it at most professional medical practices and hospitals.  As a result, medical brilliance by itself is a commodity and unacceptable today as a single measuring tool.

Want more evidence of how important demonstrations of caring and compassion can be in the medical world?
Consider the following findings from the book Blink, by Malcolm Gladwell

  • The risk of being sued for malpractice has very little to do with how many mistakes a doctor makes.
  • Analysis of malpractice lawsuits shows that highly skilled doctors get sued. In nearly every single malpractice case, the patient was quoted as saying something negative about how the doctor made them feel.
  • At the same time, the overwhelming numbers of people who suffer an injury due to negligence of a doctor never file a malpractice suit at all. Why? Because of the bond they had with the doctor. They would never consider suing the doctor or his practice, even though there was negligence on the part of their doctor.

WHAT DOES ALL THIS MEAN?
Patients don’t file lawsuits because they’ve been harmed by shoddy medical care only. It is how their doctor treated them on a personal level. People don’t sue doctors they like.

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“THE SIX COMPONENTS OF A CUSTOMER’S EXPERIENCE”

In order to create brand loyalty and customer evangelists, you must operate at a high level in six distinct areas of business and constantly evaluate your company’s customer service across each category, separately, and as categories overlap:

1. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more permanent or long term, that cannot be changed daily.

2. Setting: Refers to the controllable setting you create daily. As Disney says, “Everything speaks from the doorknobs to the dining rooms sends a message to the guest.”  The setting communicates a message about what you can provide your customers. This isn’t always visual, it may be the music your customers hear when they call and are placed on hold or the mood your web site creates. The setting reveals the characteristics of your business as they appeal to the five senses of your customer: sight, sound, smell, touch, and taste.

3. Functional: Refers to the ease of doing business with you-return policies, hours of operations, and other factors. Functionality has nothing to do with human interactions, such as being pleasant or saying please or thank you.

4. Technical: Refers to your staff ’s level of expertise in their particular skills and in the company’s systems and equipment, such as product and job knowledge. Again, this has nothing to do with whether they are nice.

5. Operational: Refers to the actions that team members must execute behind the scenes before, during, and after a customer’s experience. These actions assist in the day-to-day transactions with customers, the tasks, compliances, and duties of our jobs.

6. Experiential: Refers to the actions that team members execute while interacting with the customer. Those actions that make the customer say “WOW!” The customer is delightfully surprised. Experiential actions are the reason why customers return, refer others, and become brand evangelists. These include Secret Service, personalization, anticipating customer’s needs, and others.

Let’s look at some real-life examples of these components:

• Your server is the most incompetent waitress (technical) you have ever met, but she is trying her hardest and being extremely nice (experiential).
• The place needs a good paint job (physical).
• The store where you shop is always out of what you want (operational).
• Your favorite store is difficult to get to and has barely any parking (physical).
• This salon has high energy and always smells great (setting).
• The quality of the food (technical) is unfit for human consumption.
• An associate overheard that you really wanted a diet drink and ran across the street to the drugstore to get it for you (experiential).
• At the diner, everything is themed 1950s style (setting).
• It is impossible to get a human being on the phone. No matter what you try, you cannot get out of the company’s voice-mail maze (functionality).
• The company has a 24-hour answering service and guarantees a call
back within 60 minutes (functionality).

• My sales rep always screws up my order (technical).

Specific examples of each of these six components are:

Physical

Brick and mortar

Building

Structure

Architecture

Location

Accessibility

Parking availability

Design

Décor

Public areas

Floor coverings

Signage

Spaciousness

Handicap accessible

Setting

Ambience

Candles

Theme

Lighting

Acoustics

Grounds

Furnishings

Comfort of chairs,beds, etc.

Mood

Signage

Sound system

TV placement

Noise level

Functional

Policies

Hours of operation

Ease of doing business

Accessibility to a human being

Product selection

Design of your web site

How well you are staffed

Reliability of vendors

Security

Payment options

Phone number on website

Technical

Employees level of

expertise

Speed of your technology

Computers

State of the art

technology

Ability to use your website

Equipment

Phone system

Software

Product knowledge

Quality of product

Timeliness

Knowledge

Operational

Daily tasks

Cleaning

Dress code

Preparation

Answering the phone

Duties

Checking people out

Processing orders

Functions of the job

Compliances

Paperwork

Experiential

Hospitality

Customer engagement

Personalization

Above and beyond

Using the customer’s name

Remembering preferences

Presentation of food

Verbiage/vocabulary of staff

Congeniality

Willingness to help

Anticipating needs

Service recovery

Soft skills

An example of physical excellence would be the beauty of Disney parks or how The Cheesecake Factory restaurants are designed. Starbucks has mastered setting, from the comfortable, inviting furniture to how well they merchandise their cafes, just as Disney has mastered how well they theme their parks and hotels. A couple of great examples of Functional excellence are Nordstrom department stores and Zappos.com who have simplified the process of returning merchandise.

Cleanliness is a great example of operational excellence. When you are considering your customer’s experience, you need to put yourself in your customer’s shoes. Consider a hospital room, or massage or facial room. Because patients and customers are lying down for extended periods of time, they may notice the condition of areas of the room employees never look at.

As for the sixth component of the customer’s experience, experiential excellence, there is no need to provide specific examples here because the rest of this book is focused on experiential standards.

Keep in mind that it is important to constantly review how customer friendly your company is in each department. With regards to training of new and existing employees, the majority of your training will deal primarily with technical, operational, and experiential.

The vast majority of companies focus their training on the technical with very little if any emphasis on the experiential. Having been fortunate to work with some of the best customer-service companies in the world, I have both learned and helped create some amazing training that truly prepares new employees to be able to provide a world-class experience, regardless of their backgrounds.

Are any of the components more important than another? No, all are critical and all need to be reviewed and tweaked on a regular basis. The components differ significantly in terms of required people skills training. Physical, setting and functionality have little to do with training or people skills, but the other three components absolutely do involve people skills and training. There is a difference, however, in the training required for each component. It is much easier to train employees on technical and operational skills; they are job-specific, and they include easy-to-train subjects, such as product knowledge, and checklists. Also, technical and operational skills tend to be present and thorough because of prior education, degrees, licensing, certifications, and trade schools.

Many industries today mandate continuing education credit hours. The vast majority of companies are weakest in the experiential category.

~John DiJulius best-selling author, consultant, and keynote speaker, is the CVO of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. John DiJulius is the innovator of a methodology called Secret Service a customer service system which consistently enables organizations to deliver World-Class Customer Experiences. Find out more about The DiJulius Group or The Secret Service Summit, the #1 National Customer Service Conference.

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CUSTOMER SERVICE IS AN INVESTMENT: SERVICE IS EVEN MORE IMPORTANT IN TOUGH ECONOMIC TIMES
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John DiJulius

John DiJulius - Presenter at The 2010 Secret Service Summit

Recently a survey was conducted in the US and eleven other countries exploring attitude and preferences customers have toward who they spend their money with based on the customer service they experience (read the entire article).

Here is a summary of the findings.

  • The majority say customer service is even more important to them in today’s economic environment
  • 61% will spend an average of 9% more when they believe a company provides excellent service
  • Only 37% feel businesses have increased their focus on providing better customer service
  • 27% feel businesses have not changed their attitude toward customer service
  • 28% say companies are now paying less attention to good service
  • 91% consider the level of customer service important when deciding to do business with a company
  • 81% of consumers are likely to give a company repeat business after a good experience
  • 52% will never do business again with a company after receiving a poor experience
  • The three most influential factors when deciding which companies they do business with include:
    • Personal experience (98%)
    • A company’s reputation (92%)
    • Recommendations from family & friends (88%)
  • Just about half of consumers use online postings/blogs to get others’ opinions about a company’s customer service reputation

World-Class Customer Service Companies recognize the value
“Customers expect superior customer service especially in this tight economic environment,” says Jim Bush, Executive VP, World Service at American Express. “Many customers say companies haven’t done enough to improve their approach to customer service, yet it’s clear they’re willing to spend more with those who deliver excellent service, suggesting substantial growth opportunities for businesses that get customer service right. It’s important to see service as an investment, not a cost.”

“We know that luxurious touches don’t matter to guests unless the service surpasses the setting,” said Simon Cooper, president, The Ritz-Carlton Hotel Company LLC. And Susan Reilly Salgado, managing director of Danny Meyer’s learning business, says, “Service is about the technical delivery of the product, while hospitality is about how guests feel during that transaction.”

How Service is Valued Globally
The report found that consumers from different countries feel that customer service has become more important to businesses in the current economy.

Consumers feel that companies have increased their focus on providing good customer service

Best

  • India 65%
  • Japan 49%
  • Mexico 47%

Worst

  • Australia 29%
  • Germany 34%
  • Canada 35%
  • Italy 35%

In summary, customer loyalty is the strongest asset a company can have in any economy.  There are significant growth opportunities for companies that want to compete on the experience they deliver versus getting caught up in the price wars.  There are fewer players competing in the experience arena. Customer Service must be viewed as an investment, not an expense!

~John DiJulius best-selling author, consultant, and keynote speaker, is the CVO of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. John DiJulius is the innovator of a methodology called Secret Service a customer service system which consistently enables organizations to deliver World-Class Customer Experiences. Find out more about The DiJulius Group or The Secret Service Summit, the #1 National Customer Service Conference.

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