Two Powerful Ways Your Customers Can Work For You

Two Powerful Ways Your Customers Can Work For You

October 31, 2018 | By:

One of my favorite sayings when it comes to customer service is this: “The best customer service companies are the best storytelling companies.”  All companies should strive to share stories that paint the picture of the great things their team members do. But, collecting those stories can really pose a challenge. Here are two ways… Read Full Article

Feedback: How To Give It, How To Get It, And What To Do With It - article by Dave Murray, speaker at the 2018 Customer Service Revolution

Feedback: How To Give It, How To Get It, And What To Do With It

October 09, 2018 | By:

One word can do so much – it can crush spirits, or it can help fuel growth and success. The impact of feedback is determined by both delivery and acceptance.  Important feedback delivered poorly can demotivate. Conversely, feedback involving a hard message delivered well can motivate. To truly focus on improving feedback, we need to… Read Full Article

Illusion of Knowledge

What the Late Stephen Hawking can Teach Us about Service…

April 18, 2018 | By:

While recently watching a tribute to the late Stephen Hawking on the news, a quote of his that I had not heard before really caught my attention. It was: “The greatest enemy of knowledge is not ignorance, it is the illusion of knowledge.” That got me thinking, doesn’t that quote sum up what typically happens to… Read Full Article

5 Steps To Revolutionizing Your Contact Center

February 21, 2018 | By:

The Challenge: Improving the call center function for a company in the healthcare industry that serves patients in multiple locations throughout multiple states. While total team members are nearing the 10,000 mark, this particular project was focusing on only a fraction of those employees. A small, but critical department owned the ever-important last impression of… Read Full Article

When Focusing On Your CX Provides Huge Return

December 20, 2017 | By:

One of the great things about December is that it gives The DiJulius Group consultants a chance to meet with our clients and reflect on what has been accomplished this year and set goals for the next. This year, the results have been pretty amazing when you take a look at KPIs. In just the… Read Full Article

The Power Of Creating Customer Avatars

April 25, 2017 | By:

  What Is The Driving Force For Your Organization? For most organizations out there, I hope that answer has to do with satisfying and retaining Customers. After all, what business do you have without Customers? Most likely, that answer would not be revenue. But for many organizations, the importance of the Customer gets forgotten. Instead,… Read Full Article

Is Hitting Your Quotas Coming At The Expense Of Customers?

February 13, 2017 | By:

By Dave Murray – Senior Customer Experience Consultant, The DiJulius Group Recently John DiJulius President of The DiJulius Group, wrote a great article titled, Make The One Thing The ONE Thing, where he shared how critically important it is for companies to know what their #1 priority is, and just as important create a system… Read Full Article

Our CX Experts Share What Your 2017 Focus Should Be

January 18, 2017 | By:

Do you have a solid Customer Experience strategy for 2017? The experts of The DiJulius Group share some of their insights for what they believe will be key for this coming year. The following is by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. How To Prepare Millennials To Be Our Next Generation… Read Full Article

Results from Building a Relationship Center

June 01, 2016 | By:

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… Read Full Article

Do You Have a Call Center or a Relationship Center?

March 30, 2016 | By:

Background: the White Collar Sweatshop of our time In recent years, more and more sources have referred to call centers as the “white collar sweat shop” of our time. The first time I heard this reference, it immediately hit home for me. All the stressful time I had spent either as a CSR, supervisor, manager or… Read Full Article