043: A Customer Experience Action Statement

In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Dave talk about how the best customer service companies in the world all have a customer experience action statement (formally known as the customer service vision statement). It is a clear call to action of what each and every employee should intentionally achieve every time they interact with a Customer.

You will learn:

  • Why we changed the name from a customer service vision statement to a customer experience action statement
  • How a customer experience action statement is different from a company’s vision, purpose, and core values
  • The impact it has on a company’s customer service culture
  • What the three pillars of a customer experience action statement are
  • How to create a customer experience action statement and pillars
  • How this helps you create a credo card that serves as your employees’ customer experience handbook

Resources mentioned:



The DiJulius Group’s Credo Card 

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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.