The DiJulius Group’s
THE PROVEN FRAMEWORK YOU NEED TO PROVIDE A WORLD CLASS CUSTOMER EXPERIENCE
The DiJulius Group’s consulting methodology is based on The X-Commandments to providing a World-Class Customer experience. This framework, developed by John DiJulius and documented in his book “What’s the Secret,” is used by Customer experience leaders around the world.
The following ten steps of our framework allow you to simplify, systematize and create accountability for the experience you deliver. To effectively execute on these and customize solutions for your business, consider engaging our consulting team or attending The Customer Experience Executive Academy.
I. Customer Experience Action Statement
A clear purpose of why the business exists. First and foremost every organization that provides superior service has a strong Customer Experience Action Statement that creates a clear direction for everyone in that business. The true underlying purpose of what an organization brings to the community and why your Customers buy from you that they couldn’t get elsewhere.
II. Create a World-Class Internal Culture
Create an internal experience between team members and departments that is world-class. Improve communication within departments, locations, and other teams. Identify all customer segments and define how the work they do impacts the external customer experience. Remove silos and build more compassion & empathy internally.
III. Nonnegotiable Experiential Standards
Experiential standards everyone must follow. Have nonnegotiable experiential standards for each stage of the organization’s Customer experience cycle. These experiential standards allow employees to provide a consistent engaging experience that is unlike the majority of competitors. Employees must consistently execute each of these standards.
IV. Secret Service Systems
Utilizing Customer intelligence to personalize their experience, and engage and anticipate their needs. Create Secret Service systems that easily enable front-line employees to personalize the Customer’s experience by engaging them and anticipating and delivering on their needs. Having great standards is not enough, you now need to systemize those standards in order for them to be realistically delivered on a consistent basis.
V. Training to Providing a World-Class Customer Experience
Systems and processes that remove variation and provide a consistent Customer experience. Create an incredible training program for all new and existing employees consisting of softskill training that increases their service aptitude, giving them the knowledge and tools to providing a world-class Customer experience.
VI. Implementation & Execution
How to go from ideas on a paper to being consistently executed. A solid process that allows the realistic implementation of the Customer service initiatives and systems that are executed consistently by front-line employees.
VII. Zero Risk
Anticipating your service defects and having protocols in place to make it right. All employees must have full awareness of the potential common service defects that can arise at each stage of the Customer experience cycle and be trained and empowered to provide great service recovery when defects arise, so your company is known to be zero risk to deal with.
VIII. Above and Beyond Culture
Constant awareness and branding of how to be a hero. Create an awareness of the most common opportunities where employees can really deliver heroic service for the Customer that creates an above and beyond culture.
IX. Measuring Your Customer’s Experience
What gets measured gets managed. Use a scientific method to measure your Customer’s experience and satisfaction, providing benchmarks for performance in each location/department.
X. World-Class Leadership
Train leaders to lead within your service culture. Create a world-class internal culture that focuses on attracting, hiring, and retaining only the people who are capable of upholding the Customer Experience Action Statement. Every world-class customer service organization is world-class to work for. It takes World-Class Leadership to inspire passion, foster trust, and support teams within a customer centric culture.
John relates an amazing amount of practical real world examples that can be applied in your efforts to launch a customer service revolution in your business as I have in my direct work with John.
Michael Coburn – Head of Customer Facing Supply Chain
Our net promoter scores are improving, our franchise owners are delivering a better experience and our employees are happier. Customer service is an elixir for your entire network and The DiJulius Group delivers!
Chuck Runyon – CEO
The DiJulius Group and The Secret Service Summit have helped Starbucks take service to new levels by not only creating a Customer Experience Action Statement but also by helping us adhere to a common goal. The combination of hands-on expertise shared by leading brand executives and the emotional component from motivational speakers, has made your events like none other.
Craig Russell – Executive Vice President, Global Coffee
Working with The DiJulius Group has given us a platform and system to use within our current culture to make concrete, real improvements to our guest experience. This process has been much more impactful than other service initiatives we have done, and we have worked with many service companies. The GREAT news is in January broke out of our 10-month “61%” top box score with a 64% – our highest ever! And we continue to set high weeks.
How well he engaged the audience and how easy it was for them to follow. Thank you, thank you thank you to John for sharing his wisdom and experience with the audience.
Tom Petrillo - Principal
John’s energy on stage was incredible. He was able to capture the attention of 350 people for 90 minutes and kept them completely engaged. His references were totally relatable to our group, which is not easy to do as they are orthodontists and it is a very small, specialized market. We received instant and ongoing praise for our selection of John as a speaker. John’s genuine interest during the book signing after his keynote presentation was exceptional. Rarely do you come across a speaker of his caliber that is willing to give his time like he did.
I like that John uses many resources to drive his key ideas home (videos, stories, other companies). It creates variety, keeps the learner engaged and shows he has done the work. John does a phenomenal job delivering and sharing his passion for customer service and that’s why I keep bringing him back.
Marlo Boyle - Senior Education Planner
John’s energy and passion for service are legendary and totally come through. I liked the way that John was able to answer a question and then circle back to it again later to provide a deeper answer. Great work!
The clarity of John`s brilliant message about customer service and his excellent presentation style.
John’s sense of humor and the videos used to present his unique ideas were captivating. The pace and amount of information were just right!
John was energetic and connected with our audience. Real life, practical ideas were delivered. John nailed it and made me look great!!! Thanks for everything DiJulius team.
John’s energy and stories/examples keep everyone completely engaged! He embodies his content!
Debra Neill Baker – CEO
John tailors and makes the presentation just for your organization. He is high energy. John gives you actionable, relevant information to continue your mission. He is the best in the business!
John’s energy was amazing. The interactions with the group and with our associates. The content was exactly what we needed. The shared learning from Zappos call was BRILLIANT! Very engaging. Loved It! It was everything our hotel needed to inspire our associates and refresh what it means to take care of a guest and exceed their expectations. The examples used, including FORD, were very relevant. U R the Experience, just a reminder of my role with my associates and our guests. Brilliant speaker, great energy!
I love the way john involved the audience and the videos. John never fails to deliver an invigorating message and engage the audience. Even at 7:30 am on a Saturday morning!
I like what John did to personalize content to our group. I’ve sat in on this twice now and learn something new each time. I realize that this message applies to every aspect of my life, and not just the business side, maybe then I will finally realize it was the best speech ever.
Paul Rousseau - Sr. Manager Marketing
Great energy, insightful analogies, on point topic and relevance. I wish we could have more time with him.