Delight the Customer or Lose Your Job

Delight the Customer or LOSE YOUR JOB

In a memo to all his employees, the CEO of Restoration Hardware, Gary Friedman, told his employees, “We need a MASSIVE CHANGE IN OUR CULTURE AND ATTITUDE RIGHT NOW.”  Order-cancellation rates at RH Modern have climbed to 17 percent, up from around five percent. “YOU WILL NEVER GET IN TROUBLE FOR MAKING A DECISION TO DELIGHT OUR CUSTOMERS. YOU WILL, HOWEVER, LOSE YOUR JOB IF YOU DON’T,” said Friedman. Read full article, “Delight the Customer or Lose your Job.”

The Power of a Service Vision

Jeff Zirker, Chief Xperience Officer of The Select Group, shares his company’s experience in creating a Customer Service Vision in his article, “The Power of a Service Vision: How The Select Group Locked Arms to Impact Lives One Positive Experience at a Time.”  Zirker explains what it takes and what you have to overcome in launching a Service Vision statement that not only gives employees a strong purpose, but also something actionable that team members can deliver in every interaction with their Customers. “The TSG Purpose was brought to life through a day-in-the-life video, which included scenarios submitted by TSG employees based on real customer interactions,” says Zirker, who is part of the 2016 CXE Academy class. Check out the three-minute video of TSG’s Day in the Life of a Customer.

Don’t forget the ‘social’ part of social media

“The rules of engagement of traditional marketing, advertising, and  public relations is no longer an effective tool because of the way in which people are interacting in the new channels of communications. Now, the mistake that most companies are making is they are using these channels as an opportunity to sell stuff. It is really not designed for that. In fact I would submit that you should really resist that temptation and use social media as reservoir of trust with your customers.”
~Howard Schultz, CEO Starbucks

Another reason to LOVE Cleveland

Has Cleveland quietly become the epicenter of the Midwest food scene? So it  appears in a recent article, “Hot new dining city: Cleveland.” Michael Ruhlman, world-famous food writer, and the national food press — Gourmet, Food & Wine, Esquire and Playboy.com — heaped praise on several Cleveland spots this year for best new restaurant, best steakhouse, best farm-to-table programs and great new neighborhood eateries. Cleveland is also known as the Customer Service Capital, hosting America’s #1 Customer Service conference, the Secret Service Summit, on September 29-30, 2016.

BONUS: Register Before April 30th! 


Be one of the FIRST 500 to register for this year’s Secret Service Summit, America’s #1 Customer Service Conference, and receive these 2 incredible volumes by best selling authors and keynote speakers Verne Harnish and Sally Hogshead.

As an additional BONUS, register this April and receive John DiJulius’ best seller “The Customer Service Revolution” PLUS a Live Keynote Video presentation.  This offer only available online.

Ends April 30th!

Register here.

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.

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