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Posts by category
- Category: A Customer Experience Action Statement
- Why Every Business Needs A Customer Service Consulting Firm
- How to Train Great Customer Service Skills in the Next Generation
- Increase Customer Loyalty by Doing This When You Train Team Members
- Be a Zero Risk Company with a Great Customer Loyalty Strategy: Screw Up First
- How to Create a Tattoo Worthy Brand
- Customer Bill of Rights: You Want Customer Loyalty? Be Brilliant at The Basics
- How Apple, Starbucks, and Southwest Outperform the Rest of Their Industries Regardless of the Economy
- 4 Ways to Start Your Customer Service Revolution Journey
- The Importance of Creating A Day in The Life of Your Customer Story & Customer Avatars
- Creating a Customer Service Revolution
- The Chick-fil-A of Police Departments
- The Differences And Benefits of Mission, Purpose, And Customer Experience Action Statements
- Top Customer Service Soft Skills To Train Your Employees
- Customer Experience Stands Out | The DiJulius Group
- Focus on Customer Experience
- Customer Service Videos to Share
- Are Your Employees Delivering Poor Service?
- The Comcast Transformation: How They Did It
- How To Implement & Execute Great Ideas
- $62 Billion Lost Due To Customer Service
- What is Your Customer Service Vision
- 10 Best Customer Service Articles Of 2016
- NewDay USA Accelerated Growth
- The Differences: Mission, Purpose & Vision | The DiJulius Group
- The Currency for Millennials is Purpose
- Inspiring Moments for your Customers
- World’s friendliest restaurant
- It’s a Wonderful Life
- Own every moment
- Customer Service in the Payday Loan Industry
- Category: Above & Beyond Culture
- Your Guide to Making One on One Employee Meetings Matter
- Employees Talk About Work, A Lot. These Tips Will Make it Positive
- Want to Boost Employee Engagement? Build This Kind of Culture
- How to Build a More Engaged Team While Becoming a More Effective Leader
- How Team Members Can Be Inspired To Understand the Impact They Have On Customers
- This Workplace Best Practice Will Help Your Employee Retention Strategy
- This Leadership Best Practice Promises to Help Workplace Culture Thrive
- Are You Encouraging this Reed Hastings Behavior in Leadership Development Training Programs?
- CAN STARBUCKS COME BACK?
- Starbucks Barista Potentially Saves a Life by Being Present in the Moment
- Why You Can’t Trust Your Customer Satisfaction Scores /Is a 4-day Workweek the Future?
- Time to Create your CX Squid Games
- The Best Customer & Employee Experience Content of 2021
- How to Attract a Bunch of Tesla-Driving, Peloton-Riding, Starbucks-Drinking, Apple-Using, Lululemon-Wearing Customers
- How to Increase Employee Engagement by Improving Internal Communication
- The Great Resignation – Employees are Quitting at Record Rates
- 90% of Companies Have a CXO
- The Best Thing You Can Collect
- The Best Way to Improve Your Company Culture in Challenging Times
- 5 Steps to Creating an Organization Obsessed with Going Above and Beyond
- One easy way to find out if you have a strong customer service culture
- Tough Times: Tougher Teams
- The Legacy of Tony Hsieh, The Man Who Built Zappos Into a Customer Experience Powerhouse
- What It Takes to Be a Revolutionary
- How to Be The Brand EMPLOYEES Can’t Live Without
- How to Be The Brand Customers Can’t Live Without
- 5 Ways to Reimagine and Revolutionize Your Business Model
- Recapping Week 5 of The Customer Service Revolution Conference
- Recapping Week 4 of The Customer Service Revolution Conference
- Recapping Week 3 of The Customer Service Revolution Conference
- Recapping Week 2 of The Customer Service Revolution Conference
- Recapping Week 1 of The Customer Service Revolution Conference
- 3 Ways to Get Yourself Out of a Slump and Change Direction
- Health & Wellness Has Never Been More Vital Than It Is Today
- How to be a Disney Hangover
- 5 Ways to Better Engage with Your Customers and Become Less Boring
- Your Hidden Superpower: How to Consciously Practice Kindness Each Day
- Leadership Lessons from a Legend!
- Creating The Trust Edge in Your Business
- John DiJulius: Creating a World-Class Customer Experience
- 5 Leadership Takeaways from Seth Godin
- How Businesses Can Cope in This Pandemic with Chief Evangelist Guy Kawasaki
- 3 Things That Allow You to Compete with Any Business
- We Can All Learn From How Starbucks Revolutionized The Customer Service Industry
- Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 1
- How to Foster Social Responsibility in Your Workplace
- How to Become a Virtuoso with Mike Rayburn
- How You Can Win at Social Customer Care
- Do You Know How to Cure Your Zoom Fatigue?
- The Guide to a World-Class Customer Service Experience
- How to Create a Culture Built on World-Class Employee and Customer Experience
- 5 Keys to Delivering the Highest Customer Satisfaction
- 5 Ways to Exceptionally Stand Out in Your Industry
- This is How to Pay it Forward in Difficult Times
- How To Create A Servant Leadership Culture
- The Best Way To Jump Start Your Future Demand
- Is “Good” Good Enough?
- Why Apprenticeship is Becoming the New College Degree
- How to Kick Old Habits and Improve Discipline
- Win the Applicant Economy to Boost Customer Satisfaction
- Crazy for You
- Ask the Right Questions to Get the Right Answers
- Words Customers Don’t Want to Hear
- How to Move Customers Past Price
- 8 Common Pitfalls to Avoid When You Speak
- Getting Your Team To Care
- Go, Go…
- Get Off Your Assets
- It Is Not About The Caulk
- How Healthy Are Your Professional Relationships?
- Stop Struggling—Here Is How to Help your Employees Adapt to Change
- Advice From 18 of the Top CX Experts
- Chick-fil-A’s Remarkable Customer Experience
- The Greatest Hotdog Vendor Ever
- Build an Insanely Loyal Customer Base
- Habits: Culture, Brand & Customer Experience
- This Is Not Your Parent’s Bank
- Patient Experience Is Your Best Marketing
- You Can Ring My Bell…Or Not
- Luxury Theaters Fight Back Against Amazon and Netflix
- 7 Steps To Accelerate Your Success!
- How to Make PR Moments Last
- What The Best Uber Driver Can Teach You About Customer Experience
- Want Something? Just Press the “YES” Button
- JetBlue Goes Above & Beyond
- Restaurant Delivers Milkshake To Dying Woman
- The Power Of Brand Advocates
- Focus Less On The Goal
- Cameron Mitchell Restaurants: Experience
- The Phorest Hiring Process
- Two Important Words When Serving Others
- Would your Customers save your life?
- Employee Peer Pressure
- Secret Service Summit Lineup
- 3 Amazing Holiday Service Stories
- ATM delivers world-class service
- Pilot Buys Pizzas For Passengers
- Amazon Pays Employees To Quit
- Customer gets fined negative review
- Secret speaker is…
- Create an Above & Beyond Culture
- Category: Case Study
- Category: Client News
- Category: Create A World-Class Internal Culture
- Here is a Great Way to Test Your New Employee’s Service Aptitude
- How To Be A More Effective Leader By Learning The Best Way of Storytelling
- What is Poor Customer Service Costing You And How Can A Consulting Firm Help?
- Can Soft Skills Be the Hero that Cures the Loneliness Epidemic?
- Having Customer Service Issues? Consider Looking at Your Accounting Practices!
- How to Hire and Retain the Best Team Members by Improving Your Recruitment Strategy
- Beware how this one thing can hurt your workplace culture
- How to Solve the Work from Home Quandary
- The Customer Experience Olympics: How to Gamify Your Certification Process
- How to Create Virtual Energy Thru Weekly Team Rallies
- How to Create World-Class Leadership in Your Organization
- How to Avoid the “Woe is Me” Employee Mentality
- How to Build a World-Class Patient Experience (and Why the Medical, Financial, and Legal Industries Suck at Service)
- How To Reduce Turnover and Retain the Top Talent in an Employee Market
- How to Build a World Class Internal Culture
- If You Don’t Grow The Team, You Can’t Grow The Business
- How to Find Employees Who Fit Your Company’s Culture
- How to Make an Inspiring New Employee Orientation Class
- 5-Quick Tips To Help You Make Price-Irrelevant
- The 3 Questions You Need to Ask Employees About Their Leaders
- How to Go From Good to Great Employee Engagement
- Be The Best Decision Your Employees Ever Made
- No more training budget for 2020, but still need to provide great service? Here’s where to start…
- No More Excuses!
- Stepping Up as a Leader in a Crisis
- How To Increase Morale And Collaboration Virtually
- Feedback: How to Give, Get & Respond
- National Customer Service Week
- Avoid this Mistake when Empowering Employees
- Leading And Living With Your Code Of Values
- Employees Quitting Jobs at All Time High
- Is A 4-Day Workweek The Future of Business?
- Customer Service: From Bad to Great
- Customer Experience Is Always On Stage
- 3 Short Videos Creating The Purpose Motive
- Customer Service & Service Culture
- Don’t Be A Disney Boss | The 5 Second Rule
- Return on Experience
- 5 Things CEOs Regret Most
- Part-time Employees Hurt Customer Experience
- Amazon’s Internal Culture
- Customer Experience ROI
- Customer Experience Is the New Battlefield
- Customer Challenges & Response Protocol
- Secret Service Day: Benson Kearley IFG
- Treatment of Departing Employees
- Employees: Criticized or Ignored
- Culture reflects Leadership
- The Employee Experience Model
- Recognizing Real Customer Service
- Secret Service Summit Speaker: TJ Schier
- Create a World-Class Employee Experience
- Disney launches Secret Service bands
- Banks charging Teller Tax
- What is your Smile index
- Total Transparency: Employees & Customers
- Creating a World-Class Employee Experience
- Category: Customer Experience Cycle
- This is how Leaders can Improve the Customer Journey
- I’ll Be Back! – How to Get Customers to Come Back Again and Again
- “The Experience Maker” with Dan Gingiss: How to Apply the WISE Concept
- The Science of Service and Loyalty with Jack Mackey
- Amazon Saves you 75 Hours a Year
- Measuring Your Customer’s Experience: Transform Your Customer Service From Good to World-Class
- The Customer Experience Cycle: How to Become a Brand Your Customers Can’t Live Without
- Zero Risk: Anticipating Your Service Defects and Having Protocols in Place to Make It Right
- The Customer Experience Action Statement: How to Revolutionize Your Customer Service Culture
- Your Customer Experience is the Best Marketing
- Your Customer Experience in the New Normal
- Category: Day In The Life
- Category: Featured Articles
- Category: Implementation & Execution
- You Will Never Out-Sell High Customer Attrition
- Why You Need to Be Collecting VOC And CSAT
- How to Get Company Wide Buy-In
- Strategies To Dominate And Own 2019
- Tailor Experiences to the Decision Maker
- Customer Experience: Customers for Life
- Sending Emails Your Customers Will Love
- Using Surveys to Implement Future Strategy
- The Most 4 Powerful Words You Can Say
- Successful Customer Service Initiatives
- Domino’s Pizza: Record Customer Satisfaction
- Is Gamification Right For Your Company?
- Category: Measuring Your Customer's Experience
- A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS
- 4 Price Myth Busters
- 6 Key Drivers to Become a Brand Customers Can’t Live Without
- Is it Time for a CXO (Chief Experience Officer)?
- Find out how Good Your Company’s Customer Experience Really is in Less Than 14 Minutes
- How to Transform an Angry Customer into a Brand Evangelist
- How to Create the “Ultimate Guest Experience” with Author Scott McKain
- The Relationship Economy (Part 2): 5 Keys to Relationship Building
- The Relationship Economy: Building Stronger Customer Connections in the Digital Age
- How Easy do You Make it for Your Customers to Complain?
- How to Stop Losing Your Customers
- The Incredible Opportunities out of the Coronavirus Crisis in your Personal Life
- You Do Not Merely Want To Be Considered Just The Best Of The Best
- It Is Better to Be Their Favorite Than the Best
- We all have a Superpower to better Understand Others
- How To Make Employee Pay Irrelevant
- Do You Have Negative Cues That You Are Not Aware Of
- Meet The Most Liked Person I Have Ever Met
- The Chief Marketing Officer Position Is On The Decline
- The Rise of The Human Relationship Debt Crisis
- Make Your New Year’s Resolution To Lead The Revolution
- The Best Customer Service Articles from 2019
- 5 Quick Tips To Help You Make Price Irrelevant
- 7 Reasons Why Your Customer Service Is Not As Good As You Want It To Be
- How To Be the Partner Your Clients Can’t Live Without
- Can You Keep Quiet Longer Than 18 Seconds?
- How Much Harm Can a Bad Culture Actually Cause?
- The ABC’s Of Business Have Changed
- Conversation Nevers & Always
- Roboristas To Sexbots
- This Is Why You Need To Listen Better
- How To Be A Great Relationship Builder
- How To Overcome Being Relationship Disadvantaged
- Takeaways From 18 Amazing Presenters at the Customer Service Revolution
- Do You Have A Relationship Building Strategy?
- How To Win The Technology Revolution
- How One Franchisee Disrupted Own Industry
- Compensation Has To Be On Customer Retention Not Just Sales
- The Millennial Crisis: 22% Have No Friends
- How To Build Stronger Relationships With Your Employees Virtually
- 3 Companies Making Price Irrelevant
- How Easy are You to do Business With?
- Announcing John’s Newest Book | Welcome to The Relationship Economy!
- What is The Best Customer Service Quote Ever Said?
- It Is Time to Build a Relationship With Yourself
- Answers To The Top 6 Questions Each CXE Should Be Asking
- HOW TO BUILD TRUST WITH YOUR TEAM USING THE FORD METHOD
- Never Forget About The Unsung Heroes
- Networking Is Dead! Start Building Social Capital
- How Important Is CX To The Success Of Your Business? We Have The Answer
- How Simple, Daily Huddles Make Your Business Better
- Do You Know How Good Your Company’s Customer Service Really Is?
- Relationships Left To Chance Will Always Be Vulnerable
- Vulnerability Is A Strong Leadership Trait
- The #1 Skill A Great Leader Needs To Master
- The Importance To Being Brilliant At The Basics
- The 3 Best Ways To Make Your Interview Process Ungameable
- The Rapid Decrease In Value Of Professional Expertise
- The Rise of Robo Restaurants
- Walk in the Shoes of Your Customers
- Announcing the Speaker Lineup For The 2019 Customer Service Revolution!
- 5 Ways to Improve your Customer Service
- Two Powerful Ways Customers Can Work For You
- You Need To Fire One Third Of Your Employees
- Digital Dementia: Apple Screen Time App
- ROI: Focusing on Customer Experience
- Outthink The Competition
- Southwest Airlines Customer Satisfaction
- Millennials: Lacking Service Aptitude
- Stop Capping People’s Potential
- You are in the Customer Perception Business
- Are You Serious About Customer Service?
- What is the Biggest Cost to a Company?
- Earn Your Customer’s Trust
- Customer Satisfaction is Overrated
- Panera: A Decline in Customer Experience
- Find Your Company’s Service Aptitude Level?
- Too Fat To Tan
- Category: Nonnegotiable Standards
- What You Should Always and Never Do in Remote Meetings: Part 2
- What You Should Always and Never Do in Remote Meetings: Part 1
- Why Your Best Is NOT Good Enough
- What the Late Stephen Hawking can Teach Us about Service…
- Results from Building a Relationship Center
- Customer Service vs. Customer Experience
- Call Center or a Relationship Center?
- Mistakes Your Employees Make Every Day
- Email Never & Always standards
- No Problem is Big Problem
- Category: Personal Development
- Successful Leaders Help Employees Reach Their Full Potential
- Lead Well
- Awesome Commencement Speech/Best Advice Ever/Are you an Energy Sucker?
- Struggle Well: Thriving in the Aftermath of Trauma
- How To Find Your Personal Why
- The Best Group of Speakers All in One Place
- Feeling Bad About Social Inequity Is Not Enough
- Finding Opportunities in Adversity
- What Will Be Your Quarantine Narrative?
- Category: Podcasts
- 128: Ignite by Possibility
- 127: 6 Reasons Your Customer Experience Plummets When Your Business Skyrockets – and How to Avoid or Fix It
- 126: The Employee eXperience Revolution
- 125: Learning to Live Life on Your Own Terms
- 124: The Ownership Mindset
- 123: Unleash the Offensive Mindset and Strategy Needed to Unlock the Extraordinary Life
- 122: The Enemy of Great Customer Experience is Inconsistency
- 121: Listening to What Your Customers Are Saying
- 120: The Most Likeable Person I Have Ever Met
- 119: State of CX
- 118: Ship.Shipmate.Self
- 117: How to Crush the Competition with Service
- 116: The Marketing Magnifier
- 115: Tailoring Your Brand Experience to the Female Consumer
- 114: How Leaders Can Be Better Storytellers
- 113: Rock the Recession!
- 112: How a Serial Entrepreneur Inspires Millenials and Gen Z’s
- 111: Creating a Customer Service Revolution
- 110: REPLAY: What it takes to be a Revolutionary
- 109: Customer eXperience Executive Panel
- 108: Building a World-Class Internal Culture
- Episode107: Complaints 101
- 106: World Class Leadership – Coaching Culture
- 105: What I Wish My Parents Knew
- 104: How To Turn the Great Resignation Into The Great Retention
- 103: The State of Customer Experience
- 102: A Time to Win
- 101: The Generational Guru
- 100: Double Sales with Zero Salespeople
- 099: Meet as Strangers, Leave as Friends
- 098: Boundless with Andy Bailey
- 097: From Homeless to Bad Ass Boss Bitch
- 096: Referrals Without Asking
- 095: Reimagining the American Dream
- 094: AI and Your Contact Center
- 093: Good Enough Now
- 092: Change the Things You Can
- Episode 091: The Evolution of Service
- Episode 090: CX Focus Fuels Extreme Growth
- Episode 089: Creating a Culture that Attracts and Keeps the Best Talent
- Episode 088: The Change Enthusiasm
- Episode 087: Mastering Employee Engagement
- Episode 086: How to Create Your Signature eXperience & Remove Employee Roulette
- Episode 085: How to Deal with the Critics & Cynics in your Organization
- Episode 084: 4 Price Myth Busters
- Episode 083: Restaurant Group Increases Sales and Profits During Unprecedented Times
- Episode 082: What has a Better ROI: Advertising or CX Training?
- Episode 081: Reducing Customer Rage
- 080: Becoming a Successful CX (Customer Experience) Coach
- 079: Improve Communication to Retain Your Top Talent in an Employee Market
- 078: Make BIG Happen
- 077: Turn Upset Customers into Brand Evangelists
- 076: The Ultimate Patient Experience
- 075: The Challenger Sale: Taking Control of the Customer Conversation
- 074: Training Your Leaders How to Lead
- 073: Keys to Delivering a Consistent, Great Customer Experience
- 072: Winning on Purpose – The Unbeatable Strategy of Loving Customers
- 071: Build the Culture Employees will Love
- Entrepreneur’s Relentless Drive to Build Financial Firm
- 068: Stop Calling It a Labor Shortage, It Is a Turnover Crisis
- 067: Lead Well
- 066: Is it Time for a CXO (Chief Experience Officer)?
- 065: The Best Thing You Can Collect
- 064: How to Live an Extraordinary Life… So Countless Others Do as Well
- 063: 5 Steps to Creating an Organization Obsessed with Going Above and Beyond
- 062: The Customer Experience Olympics
- 061: Why Your Doctor, Lawyer, & Accountant Suck at Service
- 060: How to Attract a Bunch of Tesla-Driving, Peloton-Riding, Starbucks-Drinking, Apple-Using, Lululemon-Wearing Customers
- 059: 6 Steps in Launching a Successful Customer Service Initiative that Lasts
- 058: Creating a Tattoo Worthy Brand
- 057: I’ll Be Back – How to Get Customers to Come Back Again and Again
- 056: How to Capitalize on Revenge Spending
- 055: The Weather Report Challenge
- 054: “The Experience Maker” with Dan Gingiss
- Episode 053: The Science of Service and Loyalty with Jack Mackey
- Episode 052: Talking “Ultimate Guest Experience” with Author Scott McKain
- Episode 051: Measuring Your Customer’s Experience
- Episode 050: World Class Leadership
- Episode 049: The Customer Experience Cycle
- 048: A World-Class Patient Experience
- 047: The Relationship Economy (Part 2)
- 046: The Relationship Economy (Part 1)
- 045: World Class Internal Culture
- 044: Zero Risk: Anticipating Your Service Defects and Having Protocols in Place to Make It Right
- 043: A Customer Experience Action Statement
- 042: Customer Bill of Rights: You Want Customer Loyalty? Be Brilliant at The Basics
- 041: How do Apple, Starbucks, and Southwest Outperform the Rest of Their Industries Regardless of the Economy? Here’s How!
- 040: Starting Your Customer Service Revolution Journey
- 039: The Importance of Creating A Day in The Life of Your Customer Story & Customer Avatars
- 038: The Chick-fil-A of Police Departments
- 037: Struggle Well
- 036: If You Don’t Grow The Team, You Can’t Grow The Business
- 035: Tough Times: Tougher Teams
- 034: The Legacy of Tony Hsieh, The Man Who Built Zappos Into a Customer Experience Powerhouse
- 033: The Secret Behind How Chick-fil-a Gets Their Young Workforce to Deliver World-Class Customer Service Consistently
- 032: What it Takes to Be a Revolutionary
- 031: How to Be The Brand Employees Can’t Live Without
- 030: How To Be The Brand Customer’s Can’t Live Without
- 029: State of Service
- 028: Recapping Week 5 of The Customer Service Revolution Conference
- 027: Recapping Week 4 of The Customer Service Revolution Conference
- 026: Recapping Week 3 of The Customer Service Revolution Conference
- 025: Recapping Week 2 of The Customer Service Revolution Conference
- 024: Recapping Week 1 of The Customer Service Revolution Conference
- 023: Chosen Suffering with Tom Ryan
- 022: Health & Wellness Has Never Been More Vital Than It Is Today with Dr. Paul Bizjak
- 021: Boring Loses Business with Darren LaCroix
- 020: Your Hidden Superpower with Adrienne Bankert
- 019: Leadership Lessons from a Legend!
- 018: The Trust Edge with David Horsager
- 017: Meet John DiJulius
- 016: The Practice with Seth Godin
- 015: Cash is King, The Goal is Survival with Chief Evangelist Guy Kawasaki
- 014: If It’s Worth Doing, It’s Worth Doing Wrong with Arnie Malham
- 013: Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 2
- 012: Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 1
- 011: Fostering Social Responsibility with DJ Santiago
- 010: Becoming a Virtuoso with Mike Rayburn
- 009: Making Customer Experience Your Best Marketing Strategy with Dan Gingiss
- 008: The Guide to a World-Class Customer Service Experience with Craig Russell
- 007: Giving a World-Class Employee and Customer Experience with Mike and Tina Hodges
- 006: Walking Through Fire for Your People with Jim McManemon
- 005: How to Be the ONLY in Your Industry with Jesse Cole
- 004: The Three-Tiered Approach to Leadership with Alden Mills
- 003: How to Lead in a Crisis
- 002: Opportunities in Adversity
- 001: What Will Be Your Quarantine Narrative?
- Category: Secret Service Systems
- Stop Calling a Labor Shortage, It Is Turnover Crisis
- Why Your Doctor, Lawyer & Accountant Suck at Service
- Experience Is Your Best Weapon in The Retail Apocalypse
- Meet as a Stranger, Leave as a Friend
- How to Retain Millennial Employees
- Disney’s Never & Always
- Systemize Relationship Building
- Customer Service in America?
- Skip the Small Talk
- Build Relationships With Your Customers
- Take It Personal: Upgrading Customer Experience to the Next Level
- What’s Holding Companies Back?
- Expertise is Not an Advantage
- Customer Service From A 13 Year Old
- The Business of Pokémon Go
- It Is Not All About You
- Talk Less – Smile More
- The Ultimate Personalization App
- Incredible B2B Customer Service
- A Rare Gem: Waveability
- 2015 Secret Service Summit: Tracey Moss
- Secret Service Summit: Amanda Johns Vaden
- The Greatest Quote Ever Said
- Progressive Insurance masters Secret Service
- Surviving The Social Media Storm
- How to ensure Customers never forget you
- Is Human Interaction an Endangered Species?
- Call Centers are dead
- Anytime Secret Service
- 3 ways your employees engage your Customers
- Russia’s Customer Service Overhaul
- UniQlo revolutionizing retail
- Fast food companies must engage
- Transaction or Interaction
- Category: Service Aptitude
- The Weather Report Challenge
- How to Make Your Customer Experience So Good, Price Becomes Irrelevant
- The Best Way to Gain a Competitive Advantage Today
- 6 Ways To Capitalize On Customer Loyalty
- Does Smiling On The Phone Make A Difference?
- Stop Ignoring the Most Profitable Customers
- Measuring Satisfaction Scores
- Take the CSAT Survey and Find Out What Level of CX Your Company Is
- Have Your Employees Been Brainwashed
- Customer Experience: Hospitality
- The Term Soft Skills is an Oxymoron
- Meeting the Expectations of Millennials
- The Best Customer Service Quotes Ever
- Does Your Customer Service Suffer From Resting Bitch Face (RBF Syndrome)?
- Hard Skills versus Soft Skills
- Service Aptitude, The game changer
- Service Aptitude: The Game Changer in 2016
- U.R.X. | Carpe Momento | THERE YOU ARE!
- More Important: Hiring or Training?
- Godin on Attitude
- Hallmark testing service aptitude
- Category: State Of Service
- Is the Customer Service Recession Ending?
- Building A Sense Of Community: American Airlines Opens Its First Hotel
- Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience
- The Correlation Between Happiness at Work and Overall Life Satisfaction
- Announcing the 2023 Customer Service Revolution Conference Lineup
- Consistently World-Class CX Across Locations Starts With Supporting Your Employees
- Building and Developing Great Leaders
- How AI Will Impact the Employee Experience
- The Great Resignation Actually Started Over a Decade Ago
- Who is Most Important, The Shareholder or Stakeholder?
- The Canceling of Hustle Culture…Who is Right?
- Who Is To Blame For Greedflation?
- Why The Metaverse Will Matter For Customer Experience (CX)
- Talking Less, Listening More: Can You Keep Quiet For Longer Than 18 Seconds?
- Customer Service and More Fees Lead To Government Intervention And A New Definition Of Wealth
- Top 3 Customer Service Horror Stories Of 2022 And How To Offer Better Customer Experiences In 2023
- Secret Service Turns 20! And The DiJulius Group Is Born, With Superior Customer Service As The Single Biggest Competitive Advantage
- The Best Customer & Employee Experience Content of 2022
- Helping Your Executive Team Avoid Or Come Back From Burnout In An Uncertain Economy
- 11 Potential Customer Experience Themes to Make 2023 Your Best Year Ever
- The (Flexible) Future Of Our Work Week
- Is It Time To Embrace A Digital Detox?
- What Labor Shortage? Use Robots
- Going from Greg to Benny: Building a Stronger Client Experience Model
- A Company that Offers Lifetime Employment
- Omni+ Powered by Safe Select: Complete CCaaS Outbound Compliance
- The Advantages of Being a Grudge Buy
- In Times Of Economic Turbulence, CX Training Isn’t A Luxury, It Is A Necessity
- Build A Return on eXperience Dashboard The Executive Team Will Love
- WHERE HAVE ALL THE WORKERS GONE, AND HOW CAN I ATTRACT AND KEEP THEM?
- What Is Quiet Quitting And What Are 3 Ways To Reduce It?
- “Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession
- The 5 Biggest Regrets About Customer Experience That CEOs Have On Their Deathbed
- A Great CX Project Lead Has These 5 Characteristics
- From The Great Resignation To The Great Inspiration
- Why Men are the Most Relationship Disadvantaged
- The Best Ted Lasso Clip / The Power of Insatiable Curiosity / How to Have a Good Conversation on Divisive Topics
- Show Me You Care More about Helping My Business than Getting My Business
- Chewy: A Brand Pet Owners Can’t Live Without / Charlotte Policing 1 Year Later / Top Rated Restaurant in America / #1 Way to Motivate Your Leaders
- 7 Traits for Effective Interactions: Social Skills = Job Security
- Restaurant Group Obsession to Build a CX Culture Pays Off During Unprecedented Times
- Irrefutable Evidence: Great CX Brands Outperform Competitors & Stock Market Significantly, in Any Economy
- The Answer’s Yes…What’s the Question?
- IT IS TIME TO RECESSION-PROOF YOUR BUSINESS
- How to Train Your Employees to be Great at Relationship Building
- Why Chick-fil-A is one of the Most Loved Brands
- WILL THE OFFICE BECOME EXTINCT?
- Want to Win the Great Retention? Prioritize Employee Mental Well-Being
- Your Customer Service May Be Hurting More Than it is Helping
- 6 Reasons Your Customer Experience Plummets When Your Business Skyrockets – and How to Avoid or Fix It
- Helping Your Employees Find Their Ikigai
- Customer Experience is Won and Lost in the Micro Moments
- 069: Solving the WFH (Work From Home) Quandary
- Chief Marketing Officers Need to Adapt or Risk becoming Extinct
- Turn your Passion for CX into a Career Opportunity
- How to Train your Employees to deal with Irrational Customer Rage
- 2021 State of Customer Service: Industry Change
- Does Culture & Performance Follow the Team or Leader?
- How to Capitalize on Revenge Spending
- Explore. Dream. Discover.
- What is Customer Service Experience and Why is it Important?
- Customer Behavior that Gets Rewarded Gets Repeated
- The Theme for the 2021 Customer Service Revolution, and why it matters:
- How to Live an Extraordinary Life…So countless others do as well
- The Charlotte PD is Revolutionizing Policing by Delivering Excellent Customer Service
- How the Touch Screen Age is Negatively Impacting our Customer Service
- Stop Networking and Start Building Social Capital
- How to Be the Trusted Business Partner Your Client Can’t Fathom Life Without
- How to Make your Customer Experience Training More Fun and Effective
- The #1 way to Teach your Employees to have incredible Customer Empathy
- How to Deliver an Incredible Customer Experience to Capitalize on Revenge Spending
- Outthink the Competition by Outloving Them
- Can Your Customers Live Without You?
- PRESS RELEASE: Free Customer Service Training for Small Businesses Affected by COVID-19
- Top Customer E- Service Articles Of 2018
- The Top 10 Customer Service Leaders
- Jeff Bezos: Secrets To Amazon’s Success
- The Economy & Customer Service | The DiJulius Group
- Why Do People Leave… Yet Stay?
- Marketing: Positive Patient Experience
- Do You Bring Positivity or Negativity?
- Customer Loyalty Starts With Your Employees
- The Four-Letter Word that Makes You and Your Work Irresistible
- Soft Skills, Hard Results – Do Your People Measure Up?
- Is Your Online Reputation More Important Than You Think?
- My TEDx Talk | Need Your Help
- Pizza Insurance? | Top 10 Customer Service Books
- What Can The Greatest Showman Teach Us About Customer Experience? | An Experience In The Last Place You Would Expect | The Best Secret Service System Ever
- Marketing Will Soon Report To Customer Experience
- Why Wait Until 2020? Your CX Future Is Now!
- Bezos’ Shows Zero Tolerance For Average Customer Service
- Starbucks: Handling a Negative Situation
- What Comes First: Good News or Bad News?
- What If Today Was The Last Day Of Your Life?
- Apple: Antenna Gate & Bend Gate
- News: 2018 Secret Service Summit
- Start Optimizing Your Contact Center
- Price Wars vs. Experience Wars
- Only Positive Clients Allowed
- AI Redefines The Customer Experience
- Fail Fast, Fail Often
- Are Smiles Really Free?
- Themes of 2018 Consumer Experiences
- 10 Best Customer Service Articles Of 2017
- Advice From The Top CX Experts Part 2
- Advice From The Top CX Experts Part 1
- Is It The End Of Retail?
- Millennials: Money Is Made For Memories
- Restaurants Removing The Human Element
- Learn How to Make Price Irrelevant
- Can learning one new skill change your life?
- Blink and They’re Gone!
- Time For A Digital Detoxification
- Customer Satisfaction: Financial Performance
- The 2017 Secret Service Summit
- Data: Finding Customer Retention Issues
- Focus on Your Consumer Experience
- The Future of CX has Never Looked So Good
- Where Do Your Sales Come From?
- ROI: Advertising vs. Customer Service
- Out-love your competition
- Clicks and Mortar | The Answer is NO
- Cabela’s Customer Experience
- Starbucks Reserve
- Robots Taking Over Call Center Jobs
- Make a Brand Customers Cannot Live Without
- Delight the Customer or Lose Your Job
- Proof that Customer Experience Pays
- Bringing Back Family Time: Chick-fil-A
- What Value do Customers Place on Services?
- Start Obsessing Over The Customer
- 10 Best Customer Service Articles of 2015
- No Holiday Spirit Airlines
- Are you in LOVE
- Are You Just a Line Item On a P&L? | The DiJulius Group
- Why Customer Experience Matters
- Why is Your Customer Service Failing
- 2015 Secret Service Summit: Mike Rayburn
- Now Hiring: Chief Experience Officer
- Customer Service Capital of the World
- Your competition is not who you think
- Starbucks making price irrelevant
- Should You Offer a Price Match Guarantee?
- Would People Care If Your Brand Disappeared
- The Top 6 Components of a Customer’s Experience with Your Business
- Top 8 eServices of 2014
- Top 8 Customer Service Stories of 2014
- 9 Worst Customer Service Stories of 2014
- 2014 Secret Service Summit Recap
- Order Now: The Customer Service Revolution
- 2014 Customer Service Hall of Fame
- Connecting With A Customer
- Can Your Customers Live Without You?
- 2014 Secret Service Summit: Tim Gard
- 2014 Secret Service Summit: James Gilmore
- 2014 Secret Service Summit: Rory Vaden
- Lebron James Returns to Cleveland
- The Customer eXperience Executive Academy
- Hootsuite Freemium Model
- Customer Experience is the new Marketing
- Make Customers Fall in Love With Your Brand
- MARKETING MYOPIA: SHORT-SIGHTED CUSTOMER EXPERIENCE
- Can you really make price irrelevant?
- Who Really is Your Customer?
- 4 Simple Ways to Start Your Revolution
- Top 7 eServices of 2013
- 10 WORST Customer service stories of 2013
- Amazon’s Drones
- 28 Essential Customer Service Skills
- Operationalizing a Customer Service Culture
- Obamacare Hotline Experience
- Only 10 Days left
- The Only Disability Is A Bad Attitude
- Pizza driver eats toppings
- 2013 Secret Service Summit Lineup
- Tim Horton’s Poor Judgment
- Optimize The Convenient Store Experience
- What a Customer Service Revolution really is
- Restaurants banning cell phones
- 9 Worst Customer Service Companies
- Asking your customer to bend over
- Do you know your maid’s name?
- Spend less on advertising
- Most important eService EVER
- Insulate your VIP’s
- What we can learn from the airlines
- Restaurant mails a bill for use of restroom
- Most Customer-Centric company in the world
- The Rules for Providing World-Class Customer Service
- TDG Disappoints Raz Chorev
- Credit Card Scams
- Category: Training To Provide A World-Class Customer Experience
- The 2022 Customer Service Revolution Conference Lineup Revealed
- Soft Skills Training is the Secret Sauce to Exceptional Customer Experience
- 4 Potential CX Themes for 2022 Your Best Year Ever
- The 3 Worst Customer Service Stories in 2021
- 6 Ways to Remove Employee Roulette from your Brand’s Customer Experience
- Businesses Must Manage Customers’ Expectations by Being Totally Transparent
- Tesla Spends $0 on Advertising
- Are Your Managers “Heroes” or “Zeros” When Putting Out Customer Fires?
- Want Stronger Employee Engagement? Engage Their Families
- Are you ready for the most anticipated IN PERSON conference of 2021
- 6 Steps in Launching a Successful Customer Service Initiative that Lasts
- There is a More Dangerous Pandemic Happening with No Vaccine
- How to Easily Build Rapport & Engage with Every Customer
- I want a bunch of Tesla driving, Peloton riding, Starbucks drinking, Apple using, lululemon wearing customers
- It’s No Wonder Why Your Doctor, Lawyer & Accountant Suck at Service
- Audit How You Stack up to the 6 Components of a Customer’s Experience
- How to be a Zero Risk Company
- How to be Human First, a Professional Second
- People with the Strongest Relationships are the Most Happy
- Want to Know the Secret? It is the Service Stupid
- Why Employees Want to Leave and How to Stop It
- How to Create a Customer Experience Journey that will Produce Amazing Results
- How to Create an Emotional Connection in a Digital World / The Most Remarkable Customer Service Story I have ever Heard
- The Best Customer Experience Content from 2020
- How to Make 2021 Your Greatest Year by Weaponizing Adversity
- Want to transform your customer service? Do this first. We lost a true Legend of CX
- Spectating is the New Cancer
- How to Reduce the #1 Cause of Anxiety
- How to Understand the Irreversible Impact of the Pandemic on Business
- How to Reimagine…Revolutionize Week 4
- How to Reimagine…Revolutionize Week 3
- How to Reimagine…Revolutionize Week 2
- How to Reimagine…Revolutionize Week 1
- Hiring: Customer Experience Executive (CXE)
- Can Hitting Quotas Hurt Customer Experience?
- Interactions: Building Customer Loyalty
- Become Impossible To Resist
- Health: The Patient Service Revolution
- Forget the Noise and focus on the Experience
- The end of Customer service training
- Are call centers white collar sweat shops?
- Category: World-Class Leadership
- How KeyBank Made a Brilliant Comeback After Frustrating Customers
- FAVORITE QUOTES TO A LEADERSHIP EPIPHANY ON WORKPLACE CULTURE
- Google Experiment Goes Wrong; Confirms Need for Leadership Training
- Stop Calling it a Labor Shortage—It is a Turnover Crisis
- How Relationships are the Most Important Factor in your Personal and Professional Success
- The Secret Behind How Chick-fil-a Gets Their Young Workforce to Deliver World-Class Customer Service Consistently
- 3 Stepping Stones to Help Get You to Where You Need to Be as a Leader
- How to Lead in a Crisis
- Who Deserves Credit For My Success
- How Boredom Can Lead To Your Most Brilliant Ideas
- Embrace the Pace
- CVS Pharmacy: Purpose Over Profits
- Howard Schultz’s Commencement Speech
- Strategizing in an Agile World
- How To Influence A Following
- How Should CEO’s React to Complaints?
- Has Uber’s Leadership Finally Gone Too Far?
- Reacting, Predicting Or Dictating Behavior?
- When a Customer Deserves to Get Fired
- I Collect The Best Thing Anyone Can Collect
- Put Your Own Mask On Before Helping Others
- Be your own Undercover Boss – Meet Dr. Doom
- Top 8 CX Strategies for 2016
- My 30 year reunion…
- Matthew McConaughey: 9 Bites of Wisdom
- How dare you be ordinary!
- Believe in Dreams
- Comcast renames Customer ‘A**hole Brown’
- Permanent Brand Loyalty
- Mental Stimulation Addiction (MSA)
- Matthew McConaughey’s hero
- Anytime Fitness #1
- Category: Zero Risk
- The Concept Of Grace In Customer Service
- United Airlines Customer Service
- An Oscar Mistake
- I Dare You to Post Your Customer’s Negative Reviews | Uber Reviews Their Customers | The Trust Edge
- Every industry has an UBER coming
- 2015 Secret Service Summit: Jay Baer
- United Airlines Crisis Management
- Hug your Haters
- Real cost of our new social world
- Social Service Media
- Things Your Customer Does Not Want to Hear
- How “Policy” Destroys Brand Loyalty
- Is Zappos that good at Customer Service?
- Union Street Guest House: Negative Reviews
- Can We Blame Cell Phones For Slow Service?
- Comcast Massive Fail: Who’s to Blame?
- The Social Media Rebellion
- 10 Most Hated Companies
- Customer spends $1k to complain
- Social Media Guidelines for Employees
- Lululemon blames the Customer
- The Queen of Concierge
- OnStar: Baby Locked In Car
- Store Charges Customers ‘Just Looking’ Fee
- Company Policy Results in Customer’s Death
- Restaurant mails a bill for use of restroom
- The Biggest Influence On Customer Service
Bios
- John DiJulius
- Denise Thompson
- Dave Murray
- Nicole Paul DiGiulio
- Brad Dick
- Cal DiJulius
- Claudia Medica
- Lindsey Friedel
- Kellien Henderson