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

Fortune 500 customer complaint blog

Customer Complaints: The Sound of Silence in Corporate Communication

April 09, 2024 | By: John DiJulius

Years ago, one study revealed that customers would rather go to the dentist instead of calling a company’s contact center. Big corporations have now solved that issue by making it virtually impossible to contact them. A new study sheds light on a significant obstacle: the absence of a contact phone number on the homepage of… 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

E-Commerce Business Strategies: Zero Risk in the Digital Age

February 16, 2024 | By: Cal DiJulius

In the electrifying realm of e-commerce, a single click can whisk your desired products to your doorstep. Thus, the concept of “zero risk” has taken on a whole new dimension. As a customer experience consultant working with e-commerce businesses, I’ve witnessed firsthand the metamorphosis of customer satisfaction in this landscape. While traditional customer service still… 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

The Best Customer & Employee Experience Content of 2023

January 02, 2024 | By: John DiJulius

Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to… Read Full Article

From Boomers to Zoomer

December 08, 2023 | By: Cal DiJulius

NAVIGATING THE GENERATIONAL SHIFT IN THE WORKPLACE   Imagine a generation that’s larger than the Baby Boomers, more influential than Millennials, and set to shake things up in a big way. That’s Gen Z for you! Born into a digital world, they are tech-savvy, socially conscious, and fiercely independent. We are not just filling jobs;… Read Full Article