Top Customer E- Service Articles Of 2018

The results are in, and here are readers’ favorite articles of 2018 ranked by popularity.

I recommend printing and reading any you missed, and sharing this list with your team. Want to keep your mgmt team motivated about Customer service all year?  Sign them up for our weekly e-service and we’ll be sure they receive inspiring Customer service tips and stories each week in 2019! Send the email addresses of those you’d like inspired to:



  1. Marketing Will Soon Report To Customer Experience

Businesses no longer tell the Customers what their brand is. Customers are defining the brand to the business and everyone else.

Customer Experience, The DiJulius Group


  1. The Mount Rushmore of Customer Service Leaders

Who are the greatest Customer Service Leaders of all time? The following is a list of the 10 greatest Customer Service Revolutionaries who had the most influence and dramatically changed businesses in all industries. These changes are still being felt decades later. Mount Rushmore Of Customer Service, The DiJulius Group


  1. Employees Quitting Jobs at Colossal All Time High

The Wall Street Journal reported employees are quitting their jobs today in record-breaking numbers.

  1. Starbucks: A Case Study On How To Handle A Negative Situation

Starbucks was at the center of a viral story when an employee at a Philadelphia location called the police on two African American men because the two men were sitting in the store without purchasing anything.


  1. Meet As Strangers Leave As Friends

There is no greater skill one can acquire that can have a bigger impact in our lives than the ability to build an instant strong rapport with others, whether they are acquaintances, customers, employees, co-workers, neighbors, or total strangers. Meet As Stranges Leave As Friends, The DiJulius Group


  1. Apple Commits Worst Sin Ever

There are always limits to Customer loyalty. Breaking people’s trust through fraud is definitely a line you don’t ever want to cross.


  1. Disney’s Never & Always

World-class service companies have what I refer to as a “Customer bill of rights.” These are guidelines that every person in that organization clearly knows and follows 100 percent of the time.


  1. Are Smiles Really Free?

How many times have you heard, “A smile is free. It costs absolutely nothing to give but can mean the world to the person who receives it?” I agree with the second part, “can mean the world to the person who receives it,” but I do not agree with the first part, “a smile costs absolutely nothing.”


  1. How to Retain Millennial Employees (coming from a Millennial)

For employers faced with high staff turnover, it can be easy to point the finger at millennials. Millennials have gotten a bad reputation for being entitled job-hoppers who constantly need praise and recognition. It is my duty as a hard working millennial to defy the stereotype and recommend retention guidance to my clients.


  1. How To Revolutionize A Contact Center

A case study of turning around a contact center that experienced a culture of intimidation, created by a former employee and department leader, the department had lost sight of its primary purpose – to advocate for its customers.


11. The 11 Best Live Chat Software Solutions Compared

From a consumer’s point of view, live chat gives them a feeling of “instant gratification”. Just a button-click. No looking up numbers, dialing, or endless voicemail prompts. No worry about language barriers. Easy-to-obtain transcripts of the conversation provide backup for both sides of the exchange.

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The Customer Service Revolution, The DiJulius GroupThe Customer Service Revolution Kindle, The DiJulius GroupThe Customer Service Revolution Audio, The DiJulius Group

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.