Every industry has an UBER coming

February 15, 2016 | By:

Uber Fast Response What is your company’s guideline when it comes to responding to customer e-mail inquiries? Most companies I have worked with or visited typically require a 24 turn around time. That has been the standard for quite some time – but does it still hold true? On a recent trip to visit a… Read Full Article

A Rare Gem: Waveability

January 13, 2016 | By:

I came up with this idea while running and introduced at last year’s #secretservicesummit. As an avid runner, one of my favorite things to do whenever I get to a new city is to explore it on a run. When I do this, I always take note of how the local runners greet one another…. Read Full Article

An interview with 2015 Secret Service Summit breakout speaker, Tracey Moss

September 15, 2015 | By:

Tracey Moss believes in creating memorable experiences for people and in making meaningful moments come to life. As the Director of the Owners Club at Hilton Worldwide, she dedicates herself to providing inspirational levels of service and hospitality to the world’s leaders of hospitality. Her vehicle for doing so is the Owners Club, which she… Read Full Article

Amazonian Culture | The Art of the Experience

September 10, 2015 | By:

The following is written by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group I was as surprised as anyone when I first heard about the New York Times article reporting issues regarding Amazon’s internal culture. After all, the great service providers I have dealt with seem to be full of people that love… Read Full Article

An Interview With 2015 Secret Service Summit Artist, Mike Rayburn

August 17, 2015 | By:

When organizations need innovation and peak performance, where do they go? Usually it’s to business leaders, authors, or famous sports figures. Rarely do they go to artists! Yet for artists, creativity, innovation and peak performance are their life blood! Being a mega-successful artist, as well as a savvy entrepreneur and business owner, Mike Rayburn is… Read Full Article

An interview with 2015 Secret Service Summit speaker, Jay Baer

July 16, 2015 | By:

Jay Baer is a renowned business strategist, keynote speaker and the New York Times best-selling author of four books who travels the world helping businesspeople get and keep more customers. Jay has advised with more than 700 companies since 1994, including Caterpillar, Nike, Allstate, and 31 of the FORTUNE 500. He is the founder of Convince &… Read Full Article

What Happens in Your Organization When Someone Says Goodbye

May 20, 2015 | By:

The following is written by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group On a recent Linked-In post, Fred Reichheld wrote a very entertaining and insightful article about the right way to treat employees when they quit your organization. The article titled, “Four Reasons Not to Be a Jerk When Employees Say Goodbye,”… Read Full Article

Are you getting enough complaints? The Employee Experience Model

March 25, 2015 | By:

The following is content taken from John’s best selling book The Customer Service Revolution (January 2015 Greenleaf Books) Are you getting enough complaints? Think about the last several times you had a disappointing experience as a Customer. Did you tell anyone at the company? You left a business feeling frustrated, or hung up the phone… Read Full Article

Employee Peer Pressure

March 11, 2015 | By:

Most Admired Companies

Comcast renames Customer ‘A**hole Brown’

February 05, 2015 | By:

Paying less than $16 an hour not fair