1. Feature Article
How to Stop Losing Your Customers
By John DiJulius, Chief Revolution Officer
One of the most frustrating pain points for customers is dealing with businesses that are paranoid of customers taking advantage of them. This leads to a significant amount of time spent by companies creating and enforcing policy versus creating positive customer experiences. I often ask, “Why do so many companies’ agreements and policies sound so angry?” You should be friendly to your customer in every way you communicate with them.
Your customers experience your brand in so many different ways. It is not only the interactions with your employees, but it’s all the messages being sent to your customers in countless ways. It is imperative you take a step back and review any negative cues that are making your business appear less than world-class.
Negative cues are everywhere! They are messages that businesses create that have negative language, that warn or even threaten customers.
My Favorite All Time Negative Cues
Here are some of my favorite negative signs. These are real photos of signage companies have placed in their businesses. Let me know which one you feel is the worst one and please send me any you may come across.
Build your company’s Customer experience as if no Customer has bad intentions.
*Related – Do You Have Negative Cues That You Are Not Aware Of?
2. Book I Recommend
I really enjoyed listening to Shoe Dog: A Memoir by the Creator of Nike. There were days where I couldn’t wait to get back in my car or do another workout because I wanted to know what happened next. Here are some of my favorite takeaways from Phil Knight, founder of Nike:
- “Let everyone else call your idea crazy. Just keep going, don’t stop, don’t even think about stopping until you get there. Don’t give much thought to where ‘there’ is. Whatever may come just don’t stop.”
- “Like books, sports give people a sense of having lived other lives. Of taking part in other people’s victories and defeats. When sports are at their best the spirit of the fan merges with the spirit of the athlete. In that convergence, in that transference is the oneness that they mystics talk about.”
- “I would tell them (aspiring entrepreneurs) to hit pause, think long and hard about how they want to spend their time. And with whom they want to spend it for the next 40 years. I tell men and women in their 20’s not to settle for a job, or profession or even a career. Seek out a calling even if you don’t know what that means, seek it. If you are following your calling the fatigue will be easier to bear. The disappointments will be fuel. The highs will be like nothing you have ever felt. I would like to warn the best of them, the iconoclast, the innovators, the rebels, that they will always have a bullseye on their backs. The better they get the bigger the bullseye.”
3. Short Video You Need To Watch & Share With Your Team
Watch this short video and find out why the best strategy you can have is to Out-LOVE your competition.
4. Newest Episode of The Customer Service Revolution Podcast
Episode #10 – Dave Murray speaks with Mike Rayburn, an American guitarist, motivational speaker, comedian, songwriter, and entrepreneur based in Las Vegas, on becoming a Virtuoso. In this interview you will learn:
- What is the “what if” mentality?
- Why do I need to pay attention to my hecklers?
- How do I become a virtuoso?
- How can I apply the “what if” mindset during challenging times?
5. Quote of the Week
“Don’t punish 100% of your customers for what you are afraid 2% might try to do.”
—John R. DiJulius III
6. Resource to Help Take Your Customer Experience to the Next Level
Companies lose customers every day because of bad customer service. Where could you improve to prevent this?
Have your team take the Company Service Aptitude Test and find out! The CSAT was designed to give companies an understanding of where they excel and where they need to improve. For a limited time you can we are offering a FREE company wide analysis using the powerful CSAT tool.
Here’s how it works:
- Send us your information and we’ll create a custom CSAT link exclusively for your company
- Send the link to your team so they can take the CSAT
- Receive your FREE ten part analysis with recommendations on how to improve