EP047: John DiJulius and The Customer Service Revolution

Best-selling author of three customer service books, John DiJulius shares how a company can make their customer service approach and their customer experience their single biggest competitive advantage. Training is the #1 factor in an employee's ability to recognize and deliver world class customer service. In order to extract the gifts of a millennial workforce, an organization must include them in the corporate purpose.      Key Takeaways: [1:32] Is it possible for a business to make price irrelevant, by competing in experience wars? [7:36] A real business example of how Lexus breeds customer loyalty by reducing a 'grudge by' factor. [10:24] How to reinforce the customer service vision statement using the 3 pillars: ● Quality ● Customer Interaction ● Going above and beyond. [13:03] The Starbucks example — A customer service vision statement must be MOAT: ● Measurable ● Observable ● Actionable ● Trainable [16:49] The currency for millennials is purpose. [17:57] E-commerce giants give us whatever we want instantly. [22:34] How to measure the service aptitude of a company. [27:55] Training is the only way a business can proactively shape an employee to increase their awareness of what a world class customer experience is. [30:55] The always and never list. [34:39] The secret service component is the ability to collect customer intelligence and utilize it to personalize their experience. [35:30] How FORD represents the most important things to the person you are serving: ● Family ● Occupation ● Recreation ● Dreams   Mentioned in This Episode: The DiJulius Group The Customer Service Revolution Praxent @PraxentSoftware on Twitter