The Mount Rushmore of Customer Service Leaders

The Mount Rushmore of Customer Service Leaders

November 28, 2018 | By:

The Mount Rushmore of Customer Service Leaders Who are the greatest Customer Service Leaders of all time? The following is a list of the 10 greatest Customer Service Revolutionaries who had the most influence and dramatically changed businesses in all industries. These changes are still being felt decades later.   1.Walt Disney The Father of… Read Full Article

THE COMCAST EXPERIENCE TRANSFORMATION: HOW THEY DID IT

The Comcast eXperience Transformation: How They Did It

November 14, 2018 | By:

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

Advice From 18 of the Top CX Experts

Advice From 18 of the Top CX Experts

November 07, 2018 | By:

The DiJulius Group held our annual Customer Service Revolution October 24th and 25th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant. This year was The DiJulius Group’s 10th conference with the highest ratings ever. Here… Read Full Article

Two Powerful Ways Your Customers Can Work For You

Two Powerful Ways Your Customers Can Work For You

October 31, 2018 | By:

One of my favorite sayings when it comes to customer service is this: “The best customer service companies are the best storytelling companies.”  All companies should strive to share stories that paint the picture of the great things their team members do. But, collecting those stories can really pose a challenge. Here are two ways… Read Full Article

Here is The Truth Behind Chick-fil-A's Remarkable Customer Experience, an Article by Jessica Bound on Customer Experience Marketing

Here is The Truth Behind Chick-fil-A’s Remarkable Customer Experience

October 24, 2018 | By:

How often do you have pricing conversations? My guess is too often. Instead of talking about the dollars and cents of the service or product that you are selling, I want to shift your focus to the experience and value that you are providing to your customer or client. The goal is to stop focusing… Read Full Article

The Greatest Hotdog Vendor Ever, plus Get Your Masters In Customer Experience, an Article by John DiJulius

The Greatest Hotdog Vendor Ever | Get Your Masters In Customer Experience

October 17, 2018 | By:

The Greatest Hotdog Vendor Ever To get the greatest hotdog ever, you need to find the greatest hotdog vendor. The best hotdog vendor I have ever seen can be found at Progressive Field, the Cleveland Indians baseball stadium. Sean is not just an ordinary hotdog vendor. He provides a memorable unique moment with every customer…. Read Full Article

You Need To Fire One Third Of Your Employees - a Blog article by John DiJulius, speaker at the 2018 Customer Service Revolution Conference in Cleveland Ohio

You Need To Fire One Third Of Your Employees

October 10, 2018 | By:

Is Your Key Performance Indicator The Right One? Every company needs to have ONE customer experience key performance indicator (CX-KPI) measuring which customer facing employees, teams, and locations are delivering a world-class experience and which are not. While meeting with the CEO’s of our clients during preliminary discovery, many feel confident they know what their… Read Full Article

Feedback: How To Give It, How To Get It, And What To Do With It - article by Dave Murray, speaker at the 2018 Customer Service Revolution

Feedback: How To Give It, How To Get It, And What To Do With It

October 09, 2018 | By:

One word can do so much – it can crush spirits, or it can help fuel growth and success. The impact of feedback is determined by both delivery and acceptance.  Important feedback delivered poorly can demotivate. Conversely, feedback involving a hard message delivered well can motivate. To truly focus on improving feedback, we need to… Read Full Article

Jeff Bezos Shares The Secret To Amazon’s Success - an article by John DiJulius, speaker for the 2018 Customer Service Revolution Conference in Cleveland

Jeff Bezos Shares The Secret To Amazon’s Success

October 03, 2018 | By:

The Most Customer-Centric Company In The World Amazon has really had only one stated goal since it began: to be the most customer-centric company in the world. That was Jeff Bezos’ goal when he started Amazon. Actually it wasn’t his goal—it was his obsession. Early in his career he told a reporter, “The reason I’m… Read Full Article

It's National Customer Service Week, Reward Your Team - An Article by Jess Bound

It’s National Customer Service Week, Reward Your Team

October 01, 2018 | By:

Happy National Customer Service Week! National Customer Service Week is celebrated during the first full week of October, and this year it falls on October 1-5th. The theme this year is “Every Customer, Every Time”. That is precisely the goal of a Customer Service Vision Statement. The Customer Service Vision is what each and every… Read Full Article