Advice From The Top CX Experts Part 2

2017 Secret Service Summit

In October The DiJulius Group presented our annual Secret Service Summit. It has become a community of passionate revolutionaries looking to create brands customers cannot live without and make price irrelevant. We had an amazing lineup of best selling authors, subject matter experts, and world-class brand executives. Below is Part 2 of a few key points each of them shared with nearly 700 attendees from all over the world. Here is Part 1 in case you missed it.

*Related – Watch 3 minute video recapping the 2017 Secret Service Summit

 Mel Robbins
  • Your dreams are on the other side of your excuses.
  • The 5-second rule helps to give you the clarity and courage to make better decisions.
  • The moment you begin to hesitate, you start to count backwards 5, 4, 3, 2, 1. This moves your brain from the excuse part to the execution part.
  • The 5-second rule also helps you pause, catch your breath and not take things personally and act objectively.
Kaihan Krippendorff

  • Pick an area of your business others are ignoring: positioning (brand), product, placement (distribution), promotion, pricing, process, physical experience, or people.
  • Then ask five questions to brainstorm  otential options: (a) where is the next battleground, (b) what would you like to coordinate, (c) if you didn’t define yourself by your industry how would you behave differently, (d) how can you create strategic power by pursuing a “good” strategy, and (e) what would you like to create out of nothing?
  • Pick a “crazy” idea – something that will surprise your market – and think about how to turn it into your “winning move.”
Bronkar Lee
  • Identify a skill that you don’t have mastery over that is relevant to your career or life.
  • Get specific on how and why you are going to use this skill.
  • Deconstruct the process starting with the end goal or literal application of the skill and break it down to the present moment.
  • List three simple actions you can take towards cultivating this new skill.
  • Commit them to your calendar and simply start!
John DiJulius

  • You are a revolutionary if, and only if, you are fascinated by the future, restless for change, impatient for progress, and deeply dissatisfied with the status quo. You are never satisfied with the present, because in your head you can see a better future, and the friction between what is and what could be burns you, stirs you, propels you forward.
  • The most important skill any of us can master is creating emotional connections with others.
  • Never accept anyone’s best. Every extraordinary accomplishment, invention, or revolution was not a result of someone giving his or her best.

*Related – Get the audio of the 2017 Secret Service Summit

Katie Mares
  • Establish 3-5 customer facing KPIs (Key Performance Indicators).
  • Create a ROX (Return On eXperience) dashboard.
  • Decide on an accountability cadence.

Adam Robinson
  • The only true source of sustainable competitive advantage is your people. Competitors can copy your product or service offering, and they can mimic your pricing model. They can’t replicate your team, your culture or world-class customer experience.
  • Creating competitive advantage through your people requires buy-in from the CEO, systems and process, and accountability for the outcome.
  • The four most highly predictive measurements of employee success are attitude, accountability, prior related job success and culture fit.
  • The millennial job seeker is looking for three things, in order of importance: career growth, pay stability and work-life balance.
Angela Crawford
  • Emotions are contagious.  Ask yourself, what are you and your employees spreading to each other and tour customers?
  • We know employee engagement equates to  mproved business results.  How much more will passionate employees do for your business?
  • People want to love their jobs.  They want to solve important problems, help people and prove something.  Let them.
  • People want to love their workplaces.  They want to know people care and work toward a shared purpose, in a place they feel they belong.  Connect them.
Cesar Torres
  • You have to determine what your team needs quickly.
  • There are no employees; there are teammates.
  • The speed of the leader is the speed of the team.
2017 Secret Service Summit Audio

Whether you were at the Summit seeing it unfold live or you were unable to get a ticket, we now have the 2017 Secret Service Summit audio available for you to hear and share with your entire organization.


About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.

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