Becoming Better Leaders

Becoming Better Leaders

May 21, 2024 | By: John DiJulius

We need to be better leaders; employees deserve better. *The following is an excerpt from our newest book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth.  This book is designed to help leaders become better leaders. It is often said that our jobs don’t define us, but our jobs and… Read Full Article

Learning What Frustrates Your Customers from Unexpected Sources/ Making Your Entry-Level Positions More Attractive / How to Woo Job Candidates / Non-competes Banned / Is Starbucks in Serious Trouble?

May 14, 2024 | By: John DiJulius

How to Woo Job Candidates Recently, I interviewed author Scott Greenberg on the Customer Service Revolution podcast episode 147. Scott shared a great example of how to woo potential job candidates during an interview process. One business owner reserves a parking spot right up front that says, “Welcome, Sherri.” Then, when the candidate walks inside,… Read Full Article

Employee Engagement Has Fallen

Employee Engagement Has Fallen to an 11-Year Low

April 21, 2024 | By: John DiJulius

Employee Engagement Has Fallen to an 11-Year Low; Gen Z & Work from Home Dropping the Most A new Gallup study reveals employee engagement has fallen to its lowest point in 11 years. Gallup measures employee engagement as being involved and enthusiastic about their work and workplace, whether employees feel they know what’s expected of… Read Full Article

Businesses Monitoring Employee Communications

March 21, 2024 | By: John DiJulius

CNBC reports in an article, How Walmart, Delta, Chevron and Starbucks are using AI to monitor employee messages, there is a strong likelihood that artificial intelligence is scrutinizing your communications on platforms like Slack, Microsoft Teams, Zoom, and similar apps. Major corporations like Walmart, Delta Air Lines, T-Mobile, Chevron, Starbucks, Nestle, and AstraZeneca, have enlisted… Read Full Article

How Artificial Intelligence (AI) is Benefiting Customer and Employee Satisfaction

March 14, 2024 | By: John DiJulius

AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in… Read Full Article

Retail strategy by John DiJulius

Retail Strategy: Experience, Experience, Experience

March 04, 2024 | By: John DiJulius
When it comes to retail strategy, the three most important words are no longer location, location, location. They are now experience, experience, experience! For the last century, the phrase "location, location, location" has always been the number one retail strategy of brick & mortar brands. Where your business was located trumped nearly everything else. A... Read Full Article

How to Become One of the Top Customer Satisfaction Companies

February 13, 2024 | By: John DiJulius

How Satisfied Are Your Customers? Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States.  These are companies who also have significant brand loyalty. “Customer service is one of those areas that has historically been viewed… Read Full Article

Brand Loyalty Increases with These 6 Components of CX

January 30, 2024 | By: John DiJulius

To create brand loyalty and customer evangelists, you must (1) operate at a high level in six distinct areas of business and (2) constantly evaluate your company’s customer service across each category, separately, and as categories overlap. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more… Read Full Article

9 CX Strategies to Give You a Competitive Advantage

January 15, 2024 | By: John DiJulius

In today’s economy, you can create a competitive advantage while achieving employee and customer loyalty and retention by making customer experience your biggest priority.  Since the pandemic, customer experience in nearly all industries has dropped to a two-decade low. Customers, patients, clients, tenants, guests, or whatever you may call the person buying your services and… Read Full Article

How KeyBank Raised their NPS and CSAT Scores

January 08, 2024 | By: John DiJulius

An increasing NPS score is just one of the reasons Cleveland, OH-based KeyBank earned the distinction of Customer Experience Organization of the year, awarded on Oct. 12, 2023, at the 15th annual Customer Service Revolution Conference.  Past winners include Starbucks, Chick-fil-A and NewDay USA. KeyBank Branch & Contact Center Leaders Fixing a Lack of Consistency in… Read Full Article