150: How to Achieve More than Just Customer Satisfaction: Become the Brand Customers Cannot Live Without

Have you ever walked into a store and felt like just another face in the crowd?

This episode of The Customer Service Revolution delves into research from Drexel University that underlines the consumer’s desire for authentic interactions in an increasingly automated retail world. John shares a pivotal moment for Starbucks with Howard Schultz’s call to reignite the company’s foundational values, confronting systemic challenges head-on.

This episode explores the strategies that mold customers into brand advocates. From “The Employee Experience Revolution,” we extract the essence of impactful employee training within the first 90 days. We then move on to crafting a flawless customer journey, tackling service hiccups, and sticking to those non-negotiable brand virtues. Whether it’s the salon industry’s use of capes or a dry cleaner’s bag system, we explore personalization tactics that leave a lasting impression on every customer who walks through your doors.

Join us as we chart the path to elevating customer interactions and transforming your workforce into brand evangelists.

Here are just a few takeaways:

  • Retail industry shifts back to prioritizing human interaction to bolster customer loyalty
  • Research from Drexel University that affirms customer preference for personal touch over technology
  • Why Starbucks’ Howard Schultz emphasizes the need for companies to reconnect with their core values
  • Tackling systemic challenges to maintain customer loyalty amid crises like the Great 
  • Resignation and supply chain issues
  • Insights from “The Employee Experience Revolution” stressing comprehensive training within the first 90 days of employment
  • Crafting seamless customer journeys
  • Addressing service defects to uphold brand integrity and standards without compromising customer experience
  • Turning employees into brand evangelists to foster a workplace culture that resonates with customers and enhances their engagement with the brand
  • Personalization techniques that demonstrate the value of tailoring experiences to make customers feel recognized and appreciated
  • Personalization and consistency as foundations for customer satisfaction and building lasting brand loyalty


Resources mentioned:







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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.