Advice From 18 of the Top CX Experts
The DiJulius Group held our annual Customer Service Revolution October 24th and 25th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant. This year was The DiJulius Group’s 10th conference with the highest ratings ever. Here are the key takeaways from the amazing lineup of best selling authors, subject matter experts, and world-class brand executives.
The Secret to Get What You Want With What You’ve Got!
- BOOGIE: Be Outstanding Or Get Involved Elsewhere!
- You can be the fountain or you can be the drain—choose wisely
- Make a “2-hour good mood commitment” in the morning—what you say comes your way!
How To Make The Ordinary Extraordinary
- Nobody can prevent you from being extraordinary. You may not have been taught, encouraged or rewarded for it, but you can still make the choice.
- The first job of leadership is to prove significance to others. Team members that don’t feel significant rarely make significant contributions.
- Beware the “flaming marshmallows.” They are little things that appear to be a big deal but distract you from the important work you should be doing.
- Listen with your eyes: Remember we don’t just listen with our ears; we listen with our eyes, our heart and our soul.
- Pay attention to what matters: Choose who deserves your attention, what deserves your attention and how you will pay attention in the world.
- Systemize thoughtfulness: Make time to be thoughtful: use names, write handwritten notes, send cards, and smile more often.
How To Ignite Passion In Your People To Fan The Flames Of Customer Engagement
- We don’t have a skills gap. We have a core values gap. This has been created by a transformational shift in the way we are preparing students for careers. The focus is on college prep, not work prep. Work ethic is on the decline.
- Employers need to be prepared to inculcate soft skills in the emerging workforce. They have the desire to perform and they have many important technical skills, but they haven’t been prepared for the workplace. Their view of customer service is point-and-click; the smile and the thank you are optional.
- To win the war for front line talent, you don’t have to be Google. You simply have to be a better place to work than the other employers in your industry, and your community.
The Irresistible Power Of Strategic Storytelling
- Stories are the key to bridging the most important gaps in business.
- Even small stories can make a big difference.
- As long as you’re doing business with people… people want to hear stories.
Lead Your Evolution
- The meaning TO life is to evolve. To constantly get better….it’s not about being the best. It’s about being better.
- Let go of the bad potato moments that are out of your realm of control by focusing your choices and asking “What now?”
- Struggle means growth and growth means evolution so embrace the struggles that strengthen.
2018 Customer Service Revolution Conference Audio
Rise of the Herogen
- Customers don’t buy what they don’t know exists: be easy to find when they’re ready to buy.
- Customers buy from who they learn from: teach don’t sell.
- Customers want to express themselves: be what helps them express who they are and why they matter.
How To Achieve Success In Your Life And Business With A Proven Code Of Values
- Have clearly written values and a team that is aligned in those values.
- Create a system around keeping your values front and center every day.
- Values create value in more ways than one.
State of Service
- By 2025, there will be more machines in the workforce than humans.
- Retail is making a comeback for the retailers who are staging incredible experiences. Experience + Retail = Experientail.
- The disruptive force happening today in business is good old relationship building.
How To Tailor Your Customer Experience For The Decision Maker…Women
- There is a scientific power to the emotions people go through when falling in love…these same emotions and hormones are experienced through the journey the female customer has with you.
- There are two major physiological differences between men and women, which affect how women perceive an experience. First, the woman’s limbic brain is double the size of a man’s, which makes the emotional connection she has with your brand so important. Second, women communicate using both sides of their brain where men only use one. The adage Men are from Mars, Women are from Venus proves true.
- Build relationships. Relationships result in trust and loyalty. Take the time to connect with your female consumer; it’ll pay off in repeat business and referrals.
How To Be A Successful Customer eXperience Executive
- Change is always an opportunity. While implementing the X Commandments, a lot of changes will be needed (staff, processes, training etc.). Have in mind that these changes are an investment that will pay big time in guest experience, guest satisfaction and ultimately profits.
- Make it part of your culture. Don’t rush the process, make sure to implement and have time to train your team members how to “live” your Service Vision before you move to the next step.
- Buy in is a must. Make sure to have enough buy in to move forward. Find what is in there for everyone and verbalize it as many times and as loud as you can.
Be Your Team’s Hero
- Internal friction leads to external friction. Unnecessary policies rob employees of the power to help customers.
- If you say customer experience is important, invest your resources in it. Put your money where your message is.
- Take the fear and emotion out of empowering employees. Empower teams financially based on customer lifetime value.
Creating Awesome Customer Service As A Habit
- Your brand, your culture and your customers’ experience are all determined entirely by the habits of your employees. Who we are, and who we become, as people and as companies, is a function of our daily habits. Our habits ARE our destiny.
- Ten employee habits create magnetic customer service (see habitsatwork.com for the list)
- To create magnetic habits in employees, design the four “contexts” that surround them at work. The physical spaces, business processes, the behavior of peers and managers and their mindset (Spaces, Systems, Social, Self). Why? Our habits are encoded in our surroundings, and we behave for the most part, as a response to those surroundings.
Feedback: How To Get It, Give It And What To Do With It
- Getting Feedback: Remember to practice self-awareness. We may hear some things that we do not see in ourselves—that does not mean they are not true.
- Giving Feedback: Work to create a safe place when sharing ideas and thoughts. Research tells us that only 30% of feedback gets put into action, and many times that is because the mere mention of the word feedback can make the recipient defensive and put them in fear.
- What to do with it: Make sure that you are using the right metrics! So many organizations use data and other feedback to measure satisfaction, but very often they are not tied to customer satisfaction at all. A great example comes from the call center world, where average handle was once the king of customer satisfaction metrics. While this might be very helpful in gauging efficiencies or staffing models, it really tells us nothing about how satisfied our customers are.
Retaining Your Millennial Talent
- Professional Development: Employees are craving the knowledge they need to do their job better.
- Give Them Something To Talk About: Veterans at your office won’t leave if you don’t offer additional employee benefits/perks, but your Millennials will. They talk to their peers and see other organizations that have chat-worthy office perks. They will jump ship if you don’t make an effort to change the culture and give them something to talk about.
- Build relationships: Employees don’t quit jobs, they quit bosses. Take the time to cultivate a relationship with your team by using the FORD methodology.
How To Be A Successful Customer eXperience Executive
- Focus on your internal customer—your employees.
- Define world-class service in your organization. You cannot assume employees know your standard of service.
- Being a world-class organization never stops. You must always focus on training while continuing to set the bar higher.
Dr. Willie Jolley
Achieving Greatness with an Attitude of Excellence!
- Pursue a workplace culture of excellence.
- Seek leadership development no matter their position in the organization.
- Embrace change as a positive factor.
What’s NOT Being Said NEEDS To Be Understood
- Your “red-tinted lens” affects the stories you tell and the way you interpret information.
- Establish a “Yes, and…” policy in your team meetings to increase initiative and creativity.
- Incorporating humility into your communication elevates your effectiveness as a communicator.
Believe in Dreams Charity
- The biggest obstacle to kids who have suffered from severe hardship is that they don’t have imaginations. They don’t know how to dream, because to them, nothing is realistic.
- Every person has a right to pursue happiness, hope and the ability to dream, and to dream big. Every person in the audience has enjoyed that right.
- At Believe in Dreams, we feel that it is our responsibility to bestow that right to every child possible, especially for the ones that had that right stripped away. When you are able to give happiness, hope and the ability to dream to others, you find all of those things for yourself.