074: Training Your Leaders How to Lead

February 23, 2022 | By: Dave Murray

The DiJulius Group’s Senior Customer Experience Consultant, Dave Murray, shares why companies need to train their leaders how to lead. You will learn: In today’s workplace, new leaders are promoted because they have done their jobs well, not because someone identified them as an emerging leader of others.   Many organizations make assumptions that by making... Read Full Article

073: Keys to Delivering a Consistent, Great Customer Experience

February 16, 2022 | By: Dave Murray

The DiJulius Group’s Senior Customer Experience Consultant, Dave Murray shares how companies can deliver a consistent, great customer experience.  You will learn: How to stand out in a crowded marketplace How to ensure that you can maintain great service levels, even during rapid growth How to deliver a consistent experience between departments, locations, shifts, etc…. Read Full Article

Google Experiment Goes Wrong; Confirms Need for Leadership Training

November 30, 2021 | By: Dave Murray

When Google launched “Project Oxygen” years ago, they had a theory. The belief was that their large layer of middle managers (like most organizations have) was slowing them down. They believed that middle managers created a bureaucracy within the organization that literally got in the way of production. What they found was something completely opposite,… Read Full Article

“The Experience Maker” with Dan Gingiss: How to Apply the WISE Concept

September 09, 2021 | By: Dave Murray

Word of mouth marketing is the Holy Grail. It’s the most credible and authentic kind of marketing, better than any other marketing channel. There’s nothing better than having other people talk about you.  In his book, The Experience Maker, Dan Gingiss talks about the WISE aspects of creating a remarkable customer experience.  WISE stands for… Read Full Article

Are Your Managers “Heroes” or “Zeros” When Putting Out Customer Fires?

September 07, 2021 | By: Dave Murray

We’ve all been there.  Stuck in an unsatisfactory customer experience with no hope of resolution in site, and we utter the words “Can I speak with the manager, please?” Ah, The Manager – the person that holds the magical key to all resolutions and customer happy endings.  That’s the way it works in your organization,… Read Full Article

The Science of Service and Loyalty with Jack Mackey

September 02, 2021 | By: Dave Murray

One of the few things left to do that isn’t easy to copy is to deliver a loyalty-inspiring customer experience. Now, the difference between customer service and customer experience is feelings. It’s emotion. It’s how you feel about an organization after you interact with them.  A lot of these things don’t cost money. They could… Read Full Article

054: “The Experience Maker” with Dan Gingiss

September 01, 2021 | By: Dave Murray

Senior Customer Experience Consultant for The DiJulius Group Dave Murray talks with international keynote speaker and customer experience coach Dan Gingiss about some great insights from his upcoming book, The Experience Maker, as well as about how to create an experience that people want to share.    You will learn: How to be WISE in… Read Full Article

How to Create the “Ultimate Guest Experience” with Author Scott McKain

August 26, 2021 | By: Dave Murray

The lifeblood of any business is repeat and referral customers. The way that you get those is through creating an ultimate customer experience.  How do you do that exactly? Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, explains that in order to do this,… Read Full Article

Episode 053: The Science of Service and Loyalty with Jack Mackey

August 25, 2021 | By: Dave Murray

In this week’s episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, sits down with Jack Mackey who’s listed in the Who’s Who of Customer Experience and is a founding member of the Customer Experience Professionals Association. Understand how to create remarkable new experiences by solving not selling and make it easy for… Read Full Article

Episode 052: Talking “Ultimate Guest Experience” with Author Scott McKain

August 18, 2021 | By: Dave Murray

Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience.  You will learn: The difference between the customers we attract versus the customers we pursue The true importance… Read Full Article