Why One-on-one Meetings Can’t Be Optional Typically, when we are consulting with an organization, two things are happening when it comes to private discussions with direct reports, illustrating why employee one-on-one meetings matter: They are not happening at all. They are not happening well. Meetings Not Happening at All Organizations need to help their leaders… Read Full Article
Storytelling is a powerful tool used for centuries to convey important messages and lessons. Stories can capture people’s attention, engage their emotions, and inspire action. In recent years, storytelling has become increasingly important in the workplace, as leaders have recognized its potential to motivate employees, build strong teams, and drive business results. In addition to… Read Full Article
So many organizations struggle to train their teams in customer service, and then conversely, struggle to provide a consistent experience to their customers. Why is this? In theory, providing quality training seems to make such clear sense. Yet, in reality, most organizations have poor execution, or worse, don’t focus on customer experience at all and… Read Full Article
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
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
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
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
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
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
