Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 2 of The Customer Service Revolution Conference, featuring Seth Godin, Mikki Williams, Chris Larkins, Dave Murray, and John DiJulius.
You will learn:
- A recession is a horrible thing to waste. It’s like a business enema.
- More is caught than is taught.
- We need to show what victory looks like to our employees.
- If you invest money wisely in customer service, it pays for itself.
- Every dollar spent delighting someone in a way that causes them to talk about your brand, earns you more than a dollar.
- Not only is customer service free, but it is also a profit center. When a company has a profit center, they invest in it. How do we then spend more time and money to make more profit?
- Turning someone who isn’t a customer into a customer is really expensive.
- When you dramatically over-achieve against the expectation and the promise, their best way to repay you is to tell their friends.
- Triple your customer service budget (not 10%) and it will pay for itself.
- Firing an unprofitable group of customers (with kindness and care) allows you to focus on your most profitable customers. Focus on customers with high lifetime value.
- Your relentless pursuit of success can cause you to not appreciate what is in front of you
- You don’t have to come close to dying to learn how much closer to home your bucket list is.
- The pandemic was not part of anyone’s SWOT analysis
- Ask yourself 3 provocative questions – to prepare for 2021
- If I was starting my business today, what would I start doing & stop doing?
- What would I do if I were competing against my own company?
- Would my business survive without me?
- It’s up to you to increase your employees’ service aptitude. If you don’t, you’re relying on the former employers of your team members for the customer service they receive.
- A customer service vision statement is your action statement. It’s what every employee needs to intentionally achieve with every customer interaction.
- Facts tell, stories sell. The story is what gets you to care about those numbers.
- Stories move people to action.
- As leaders, we are in the emotional transportation business. You want them to open their wallets out by opening their hearts.
Dave Murray’s webinar How to Create your Company’s Actionable True North on November 2nd. This session will be a behind the scenes look at the creation of one of the most powerful tools a company can have. A service vision guides an organization on everything from decision making to customer interactions. https://tdg.click/nov2