Starbucks Barista Potentially Saves a Life by Being Present in the Moment
Thankfully, a Starbucks employee was paying attention and recognized a potentially dangerous situation occurring in her Texas café. A young teenager was doing homework and a peculiar man approached her and started talking to her. It didn’t look right to the Barista, so she handed the young girl a drink with a message written on it that said,
“Are you okay? Do you want us to intervene? If you do, take the lid off the cup.”
Eventually, the man became aware of Starbucks’ staff awareness of his presence and left the teenage girl alone.
Amazon CEO Uses Customer Complaints to Improve Customer Service
One of the key similarities of every world-class customer experience organization is executive sponsorship, which is a fanatical commitment to giving their company all the resources necessary to execute that vision. Amazon is considered one of the best customer service companies on the planet. From Jeff Bezos to his successor, Andy Jassy, Amazon has always had executive sponsorship.
The new CEO uses customer complaints to improve his organization’s already best in [any industry] class customer service. He reviews a significant quantity of customer support communications on a regular basis and gets personally involved. He takes customer feedback seriously and not only gets involved in the issue but also responds to the customers.
Jassy looks at it as an opportunity to better understand his business and improve customer relations, which is the best way to model the behavior you want all employees to follow.
Episode 76 of the CSRevolution Podcast – The Ultimate Patient Experience
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dr. David Moffet & his wife Jayne Bandy about how they have built the Ultimate Patient Experience. Dr. Moffet is a bestselling author, entrepreneur, and today he and Jayne are Customer Experience Coaches who help transform the experience businesses deliver. Listen to episode 76 – The Ultimate Patient Experience
Quote of the Week
“I strongly believe the business of a business is to improve the world.”
Early Bird Pricing ends March 31st for the 2022 Customer Service Revolution Conference
This year’s Customer Service Revolution conference will be the best one we have ever put on. We expect to break our all-time attendance record! Take advantage of the low early bird pricing before it’s too late:
Early Bird till March 31st $1,000 per ticket
April 1st – July 14th $1,200 per ticket
July 15th – August 31st $1,500 per ticket
September 1st – October 14th $1,800 per ticket
October 15th – October 30th $2,250 per ticket
November 1st – November 7th $2,500 per ticket
*Speaker Lineup Announced April 1st!
We have added a New CXO Academy Class starting this fall
As a result of our 2022 Customer eXperience Executive Academy (CXEA) selling out. We have added a second class that will start in September 2022. The CXO Academy is a 12-month part-time program. The CXO student is required to attend quarterly 3-day intensive training sessions, in Cleveland, as well as participate in virtual meetings twice a quarter. Quarter 1 is September 13th – 15th.
Having worked with the top Customer Service organizations in the world, The DiJulius Group’s CXEA course gives you both theoretical and practical experience on how to elevate the levels of service at your company. With the increasing need for the Customer eXperience Executive in businesses today, the CXEA teaches the X Commandment Methodology, which covers all facets and responsibilities that fall under Customer Experience. Unlike any other institution, the CXEA’s focus, strictly on the Customer and Employee experience, prepares leaders to champion change at any company, regardless of industry.