Methodology

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.

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.