recruitment and hiring strategies

Recruitment and Hiring Strategies: Why it is Time to Create a Recruitment and Hiring Experience

May 28, 2024 | By: John DiJulius

Why it is time to Create a Recruitment and Hiring Experience *The following recruitment and hiring excerpt is from our new book, “The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth” So many businesses appear desperate when understaffed, making them less attractive to potential candidates and top talent. Most companies hire… Read Full Article

Becoming Better Leaders

Becoming Better Leaders

May 21, 2024 | By: John DiJulius

We need to be better leaders; employees deserve better. *The following is an excerpt from our newest book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth.  This book is designed to help leaders become better leaders. It is often said that our jobs don’t define us, but our jobs and… Read Full Article

Interviewing for Customer Experience Rockstars

Interviewing for Customer Experience Rockstars

May 06, 2024 | By: John DiJulius

Designed to Gauge a Candidate’s Service Aptitude Potential The brands that will survive the next decade will be the ones that remained relentless with their hiring standards.   You get what you pay for; hiring great people is an investment. Every employee is like a stock in your investment portfolio. The rock star rule is… Read Full Article

journey map signature experience

Customer Journey Map

April 29, 2024 | By: John DiJulius

Using Customer Journey Mapping to Create Your Brand’s Signature Experience What is a Customer Journey Map, and why do you need one? Discover the importance of a customer journey map and how to build one, plus examples and templates to create your own.  A well-thought-out customer journey map will enable you to establish a signature… Read Full Article

The Human-Centric Approach

April 15, 2024 | By: John DiJulius

The Most Critical Element of an Amazing Customer Experience is Being Human-Centric Today, we are living in the “digital disruption era.” Technological innovations are exploding with the rise of artificial intelligence (AI) and machine learning (ML). As an entrepreneur, like so many, I have become enamored with the potential of what AI can do. And,… 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

Lack of Leadership Training Is The Reason 1/3 of Employees Quit

February 05, 2024 | By: John DiJulius

Do You Have Accidental Bosses? An article in Fortune titled “Nearly all bosses are ‘accidental’ with no formal training—and research shows it’s leading 1 in 3 workers to quit” shares research conducted by The Chartered Management Institute revealing that many of those promoted into managerial positions are all title and no training. These startling findings… Read Full Article

How to Improve Presentation Skills for Today’s Business World

January 22, 2024 | By: Dave Murray

How to Improve Presentation Skills 5 Simple Tips You Can Use to Crush Your Next Presentation! 10 years ago, I left my very predictable job as a department director in the professional sports industry to become a consultant, public speaker, and facilitator. At the time I needed to know how to improve my presentation skills. … 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