What gets measured gets managed. Use a scientific method to measure your Customer’s experience and satisfaction, providing benchmarks for performance in each location/department.
You’ve spent months executing a new initiative to help streamline things for your team. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The day arrives, the notice goes out to the team,… Read Full Article
How are you measuring the return on your customer experience? In an era where numbers dominate the business landscape, customer experience metrics have emerged as the holy grail that differentiates leaders from the laggards. The rationale behind this emphasis is clear—customers no longer make decisions purely based on price or product; instead, their experiences influence… Read Full Article
Among The DiJulius Group’s consulting clients is StandardAero, one of the world’s largest independent maintenance, repair, and overhaul providers for business aviation, commercial aviation, military, and industrial power customers. Like a growing number of organizations, it has a Customer Advisory Board (CAB). I had the good fortune of recently speaking at StandardAero’s annual CAB Meeting… Read Full Article
Your prices are non-negotiable. Your customers trust you, choosing your brand over those of your competitors–even when your prices are higher. Your employees are loyal and stakeholders, content. Your company is respected, and your reputation is strong when the key elements of a successful customer service strategy are in place. Start with a Clear Purpose… Read Full Article
Do you know if the customer experience your brand is offering really delivers, or is detracting from your customers and even your employees? Today’s consumers demand to do business with the people and brands that will offer them the best experience. With customer expectations at record high levels, it’s essential to know the causes and… Read Full Article
Is the goal of your business to be the best experience anybody could have in a day? If so, expert guidance can help you make that happen, again and again. While there are many variables at play across a wide range of industries, the reason every business needs a customer service consulting firm comes down… Read Full Article
The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric. Rather than methods that can result in skewed “vanity statistics,” executives and… Read Full Article
What is a price myth buster? It is the false assumption of industries, companies, leaders, and their employees that they are losing existing and potential customers due to lower prices. The following are four excellent examples of price myth busters. Price Myth Buster #1 Don’t ask the Customers what they want, give them… Read Full Article
World’s Most Admired Companies Fortune Magazine’s 2022 list of the World’s Most Admired Companies was released and it is a very interesting list indeed. It shouldn’t surprise anyone that as you scroll down, the companies that have a reputation for providing a world-class customer experience dominate the list. You will see brands such as Apple… Read Full Article
Is your company focused on customer experience? Do you have someone living and breathing it so that you’re not affected by things like a recession or perhaps a global pandemic? Your customers can either view you as an expense that they can find cheaper somewhere else or as one of the few businesses they cannot… Read Full Article
