Revolutionizing an Industry – A revolution starts with a clear vision of a world that is different than the one we live in today. A revolution is the ability to take a concept to a new direction that was never contemplated before, and rally a group of people around that cause and its benefits to the world. It moves a society forward-occurs when someone is obsessively passionate about a particular subject that improves the human condition. The people who obsess over these ideas cannot imagine doing anything else. Thinking about the subject consumes them, energizes them, and ultimately inspires them to create breakthrough companies, products and services. Think about the companies that literally revolutionized their industries: Southwest Airlines, Zappos, Amazon, Starbucks, Chick-fil-A, and Apple. Each of those brands used a radical approach to trashing the traditional industry mold and re-writing history.
Experience Epiphany – An Experience Epiphany fills a gap Customers didn’t know they had. What was once considered impossible is now the standard experience everyone else is trying to duplicate. Experience epiphanies rarely occur in familiar surroundings. The key to “thinking differently” is to perceive things differently, through the lenses of a trailblazer. And to see things through these lenses, you must force your brain to make connections it otherwise would have missed. See past eService featuring companies that created Experience Epiphanies in their industry – UniQlo & Quiktrip
Experience Epiphany Exercises – Get a group of people together from your organization who are progressive, innovative thinkers. In order to brainstorm and not allow people to think about current limitations, (i.e. budget, lack of technology) make it about the experience your company will deliver in 2018 (five years from now).
- List out the traditional experiences that your good competitors provide.
- Compare it to the experience your company provides.
- Ask what service defects and frustrations your Customers have when dealing with your company — and any company in your industry or similar type of industry.
- Ask how you can make it easier to do business with you.
- Ask how you can predict what your Customer wants and needs, and anticipate those needs before they even know what they need.
- Ask why. Why do we do it this way? Does it have to be done this way?
- And finally, ask what our experience would look like if we charged 10x as much.
You will see that the vast majority of your answers to all those questions can be implemented now, at very little cost.
John DiJulius Secret Service Summit presentation – Here is what John will be presenting on at the 2013 Secret Service Summit:
- Monday November 4th – Keynote “State of Service” — The top seven reasons why good companies cannot get to world-class Customer service status, and what the best Customer experience companies do differently than everyone else.
- Tuesday November 5th – Interactive workshop on “Creating Employee Evangelists in Your Organization.” This workshop will focus on how you can build a service culture by attracting better employees, and transforming the existing employees to workers with a true sense of purpose. Ones who understand the part they play in the success of the organization by choosing attitude over aptitude. There will be several exercises that you and your team can take back and implement immediately.
10 Days to America’s #1 Customer Service Conference – The Secret Service Summit delivers the best Customer experience education including a solid plan to take your company’s Customer experience strategy to the next level and make price irrelevant.
Don’t lose this opportunity to learn from these experts how to deliver a world-class Customer experience, increase retention, referrals, repeat business and change the world by creating a Customer service revolution.