A clear purpose of why the business exists. First and foremost every organization that provides superior service has a strong Customer Experience Action Statement that creates a clear direction for everyone in that business. The true underlying purpose of what an organization brings to the community and why your Customers buy from you that they couldn’t get elsewhere.
It is important for every organization to have mission and purpose statements. They serve as guides when it comes to decision-making and alignment, and ultimately, for the highest level of service. Nonetheless, it is important for a business to understand the differences and benefits of mission, purpose, and customer experience action statements (formerly known as… Read Full Article
Customer service and soft skills are not common sense. This may be contrary to what most people believe. They are not innate, and most definitely, people are not born with them. The quality of your customer service and the level of your organization’s customer service comes down to one thing and one thing only. This… Read Full Article
Must Watch Video – The Future Of Customer Service Take ten minutes this week and show this The Future Of Customer Service video to your leadership team. Everyone needs to know what is happening and how to be ready for 2019 and beyond. Customer Experience Stands Out | The DiJulius Group Nearly every business states… Read Full Article
When I am working with my clients, I always tell them that creating the Service Vision is difficult, but what is even more difficult is sustaining the momentum. Ensuring that it is alive and being executed twelve to eighteen months from now. I had the pleasure of working with Al Serra Auto Plaza on their… Read Full Article
Here are the 10 short videos on Customer Service that everyone in your organization should watch. Subscribe to The DiJulius Group’s YouTube channel for more great content! 1. Meet as Strangers, Leave as Friends 2. The 4 Most Powerful Words You Can Say or Hear 3. The ZAPPER! … Read Full Article
The next time you have a large group of your employees together, ask them this question: How many of you feel we provide a superior Customer experience? I have asked this question hundreds of times. When the audience is made up primarily of one company, nearly every hand in that audience proudly goes up. It… Read Full Article
Nearly five years ago, Comcast had a bad year—a really bad year. One that the internet world along with a Customer eXperience (CX) consultant and author like myself capitalize on for great content and examples of what not to do. Their year was similar to the one experienced by United Airlines in 2017, Lululemon in 2013, Spirit Airlines in… Read Full Article
Answering the question…. HOW? The most daunting question when implementing a World Class Customer Service Revolution. Most of the time the easiest part of creating an incredible Customer Experience is the workshop and coming up with all the great ideas. But that is just the beginning, maybe 30%. Next you have to create the tools… Read Full Article
Forget New Customers – Stop Losing Existing New research from NewVoiceMedia offers a compelling view of the consequences of poor Customer Service in the U.S. The results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad Customer Experiences. Top reasons for Customers defecting: Customers felt unappreciated Customers left because of… Read Full Article
Aspirational Purpose is Important, however… Having a solid understanding of why your organization exists and what gets you up every day to serve your internal and external customers is the foundation for any successful leader and organization. It’s important to remember, as Simon Sinek has taught us, “people don’t buy what we do, they buy why… Read Full Article
