Utilizing Customer intelligence to personalize their experience, and engage and anticipate their needs. Create Secret Service systems that easily enable front-line employees to personalize the Customer’s experience by engaging them and anticipating and delivering on their needs. Having great standards is not enough, you now need to systemize those standards in order for them to be realistically delivered on a consistent basis.
For employers faced with high staff turnover, it can be easy to point the finger at millennials. Millennials have gotten a bad reputation for being entitled job-hoppers who constantly need praise and recognition. It is my duty as a hard working millennial to defy the stereotype and recommend retention guidance to my clients. In order… Read Full Article
CUSTOMER BILL OF RIGHTS World-class service companies have what I refer to as a “Customer bill of rights.” These are guidelines that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect a Ritz-Carlton employee, when asked for directions to the ballroom, to give a response like,… Read Full Article
Collecting Customer Intelligence One of the most popular ideas implemented by clients of The DiJulius Group is teaching their Customer facing employees to focus and collect FORD (Family, Occupation, Recreation, & Dreams). If you are not familiar with the FORD concept, read You Say You Have Relationships with your Customers? Prove it! However, introducing the… Read Full Article
The world’s most sought after experts pay tribute to the one aspect of business that remains the secret to success: the Customer Experience The Secret Service Summit shares insight, knowledge, and strategies from sought after customer experience experts. Final Countdown Price ends September 30. Customer Service is at the core of our nation’s most spectacular… Read Full Article
Screw Small Talk As a student at Northwestern University, Kalina Silverman performed a social experiment as a research project and ended up starting a global movement, called Big Talk. Due to her own struggles in college and loneliness, Silverman wanted to be able to meet new people and skip the small talk, to have deeper… Read Full Article
In today’s world, the only thing that is separating companies from offering another commodity is the relationships they have with their customers. If you do not have a relationship with your customer, you better be the cheapest. Companies believe their product is superior, but there are a lot of smart professionals out there and comparable… Read Full Article
To take it personal is a way of connecting to customers on a new (emotional) level. Modern technology has made it difficult for storefront retailers. Websites collect and store data of your shopping behavior to customize your experience. To meet customers’ needs and stay competitive, we must personalize customer experience. The Golden Rule is a… Read Full Article
In case you missed them, the 10 most popular eServices of 2016 were the following. I suggest printing them out, reading and sharing them with your management team. 10. Things You Don’t Want To Shop To The Lowest Bidder There are certain things in life that you don’t want to price shop, look for discounts… Read Full Article
The DiJulius Group Welcomes Lisa Duran, CXCDue to our rapid growth in Customer Experience consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant, Lisa Duran. Lisa has been working with the X-Commandment methodology since 2012. She is also an instructor in the CXE Academy. *The following is written by Lisa Duran, CXC The… Read Full Article
