5 Reasons Why Your Employees Are Delivering Poor Service

5 Reasons Why Your Employees Are Delivering Poor Service

December 05, 2018 | By:

The next time you have a large group of your employees together, ask them this question: How many of you feel we provide a superior Customer experience? I have asked this question hundreds of times. When the audience is made up primarily of one company, nearly every hand in that audience proudly goes up. It… Read Full Article


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

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 Stronger The Economy, The Weaker The Service, an article by John DiJulius

The Stronger The Economy The Weaker The Service

September 26, 2018 | By:

Economy Booming = Poor Customer Service There are many positives of an excellent economy. I will argue that there are a significant number of drawbacks as well. As a result of a booming economy, companies experience rapid growth and need more employees. This makes it an “employee market.” An increase in job opportunities causes an… Read Full Article

3 Ways to Build an Insanely Loyal Customer Base - Article brought to you by Lessonly, sponsor of the 2018 Customer Service Revolution Conference in Cleveland, Ohio

3 Ways to Build an Insanely Loyal Customer Base

September 25, 2018 | By:

This guest article is brought to you by Lessonly, sponsor of the 2018 Customer Service Revolution.   There’s no doubt that building loyalty among customers is more important than ever before. When competitors are just a click away, it’s crucial for companies to go above and beyond to create strong relationships with their customers. If they don’t,… Read Full Article

Amazing Patient Experience Is Your Best Marketing

Amazing Patient Experience Is Your Best Marketing (Full Article)

September 10, 2018 | By:

As a Customer Experience Consultant with The DiJulius Group, I have become hypersensitive to the service that I receive as a customer, constantly searching for opportunities in which service providers can improve my experience with each interaction. In restaurants, the gym, grocery stores or running errands, I recognize both the positive and negative practices of… Read Full Article

2018 Customer Service Revolution Conference Speaker Adam Toporek

How to Avoid the Biggest Mistake when Empowering Employees

September 10, 2018 | By:

This guest article is brought to you Adam Toporek, who presenting at the 2018 Customer Service Revolution.   When I opened my first retail store over a decade ago, one of my biggest concerns was making sure I had controls in place. Operational controls. Financial controls. Customer controls. As a first-time franchisee and regional developer for… Read Full Article

Time is money, and consumers have found a way to buy time

Consumers Have Found A Way To Buy Time | Are You Living R.I.C.H.?

August 29, 2018 | By:

You Can Buy Time It is predicted that a significant amount of new businesses will sell services instead of products, specifically time saving services. The old adage you can’t buy time no longer holds true. Today’s consumers value their time more than ever and as a result are using their disposable income to buy time…. Read Full Article

2018 Customer Service Revolution Conference Speaker Dina Dwyer-Owens

Leading And Living With Your Code Of Values

August 27, 2018 | By:

This guest article is brought to you by Dina Dwyer-Owens, who is Keynoting the 2018 Customer Service Revolution. A little over 20 years ago Dwyer Group implemented its operationalized Code of Values, making sure each value was clearly defined. Live R.I.C.H — Respect, Integrity, Customer focus and Having fun in the process — guide our business… Read Full Article