Earn Your Customer’s Trust

Real-Time Customer Satisfaction transparency – Engine Yard, a San Francisco-based cloud application management platform, has put their money where their mouth is by taking the brave step of putting a real-time indicator of its current Customer satisfaction stats right on its support site for all to see. You’ll find 100 panda icons featured prominently on Engine Yard’s website with just a few “sad pandas” crossed out in red. They conduct a survey after every single support ticket and publish their Customer satisfaction rate in real-time where happy pandas represent satisfied Customers.

Related – Total Transparency

The ART of Listening – “Listening to understand is often the only way of showing people they are special and that you care for them,” says Rich Simmonds in his blog titled, The Art of Listening. Simmonds continues to say, “If you are unable to connect with people to the point that they can trust you, they will not follow you as a leader or give you the opportunity to serve them as a leader (or as a salesperson for that matter). These are the basics of relationship and trust will only be sustainable in the safety of a relationship.”

I can only trust you if I know you have my back – Simmons also points out: If we don’t listen to understand we will never hear what the insecurities of others are and we will probably never understand our own insecurities either. Yes, we all have insecurities. It is our task to show people we care, not so that we can blatantly manipulate them into using our product or service, but rather by listening and trying to understand them where they are. This is listening with empathy and we will understand what their insecurities are, what their real needs are and we will be able to tailor make solutions that suit them so that a win/win situation arises for everybody.


May the FORDS be with you – Benson Kearley, IFG, is at it again. The Toronto-based Insurance company continues to revolutionize their industry and demonstrate how to build a world-class Customer experience culture. BKIFG has come up with a campaign targeted to increase the amount of Customer intelligence they can collect on their clients. In other words, collecting FORD (family, occupation, recreation, and dreams). With timing of the new Star Wars movie, their slogan is: ‘May the FORDS be with you’! They have the Star Wars advent calendars for their different office locations and each floor. Everyday they will be drawing names of associates to open the doors on the calendar. This is the count down to January 2016 when the actual campaign will start. They also have an R2D2 trophy that will be awarded to the top FORD producer, and Star Wars PEZ dispensers to draw each week!

Related – BKIFG has a Secret Service Day for their employees

Only 2 spots remain for the 2016 CX Executive Academy – The 2016 CXEA enrollment is almost full. The CX Executive Academy allows Customer-focused organizations to send their Customer service leaders for comprehensive training and certification on all the facets and responsibilities that fall under Customer experience. These CX Leaders learn how to:

  • Adapt The DiJulius Group’s trademarked X Commandments methodology and tailor it to your business
  • Start a Customer Service Revolution in your organization
  • Transform and improve the six components of your Customer’s experience
  • Create a strong Service Vision that instills purpose in your employees
  • Recruit, engage, retain and develop employees with high service aptitude that aligns to your core values. And much more….

The CXE course is a 12-month, part-time program. Training will occur in a classroom and virtually through scheduled calls and webinars. The next class starts January 2016, check out the 2016 schedule and apply today before it sells out.

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.