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Embrace the Pace

August 08, 2017 | By: Lisa Duran

By Lisa Duran, Customer Experience Consultant, and presenter at the 2017 Secret Service Summit Over the last month or so the current incarnation of spinners has reached a record high. As with other cultural trends, like Flappy Bird and Pokémon Go, kids adopted the gadgets first. They now dominate the Amazon.com bestsellers in toys and games. We are seeing a… Read Full Article

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The Concept Of Grace In Customer Service

May 10, 2017 | By: Lisa Duran

For the last 17 years, I have been encouraging companies to empower their team members to make it right even if it costs something. Let’s face it, it’s inevitable, we WILL drop the ball from time to time and disappoint our customer. How we recover from that says a lot about our company. At The… Read Full Article

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Southwest Airlines Customer Satisfaction

March 13, 2017 | By: Lisa Duran

By Lisa Duran, Customer Experience Consultant for The DiJulius Group I took a flight on Southwest Airlines and like many times before, I received a survey. I don’t always take surveys unless I have had a great or a disappointing experience I want to communicate. I don’t know what compelled me to open this survey… Read Full Article

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A Day In The Life Of Your Customer

March 07, 2017 | By: Lisa Duran

By Lisa Duran, Customer Experience Consultant for The DiJulius Group “If only they knew what my REAL life was like they would…” Finish the rest of that sentence for your life. For me, I would say, “If they only knew what my real life was like they would… Be more efficient, I have a zillion… Read Full Article

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What’s Holding Companies Back?

December 14, 2016 | By: Lisa Duran

The DiJulius Group Welcomes Lisa Duran, CXCDue to our rapid growth in Customer Experience consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant, Lisa Duran. Lisa has been working with the X-Commandment methodology since 2012. She is also an instructor in the CXE Academy. *The following is written by Lisa Duran, CXC The… Read Full Article