The Dijulius Group

Become a Member of the Customer Service Revolution!

C-SAT Results

Learn what your company's service aptitude level is, with free results emailed to you for review.

Presentation Notes

View specific, company-focused projects aimed to help deliver a world class customer experience.

eService Newsletter

Stay up to date with regular correspondences from the expert in quality customer service experiences

Other Goodies

Gain access to past articles, interviews and seminars, as well as customer service tools from other experts.

Register for Your FREE Membership Now!

"Customer Service Consulting, Executive Training Classes, Keynotes, Conference."

Our CX Experts Share What Your 2017 Focus Should Be

Posted January 18, 2017

Do you have a solid Customer Experience strategy for 2017? The experts of The DiJulius Group share some of their insights for what they believe will be key for this coming year.

The following is by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group.

How To Prepare Millennials To Be Our Next Generation Of Leaders

So much has been made of the Millennial generation. There have been countless articles and even books published on how to manage and lead this generation in the work force. This is nothing new. Every new generation brings change and new technology with them as they take their first positions. The primary difference now is that technology changes so much faster then ever before, with smart phones leading the way. The technology that Millennials were raised on is now making its way in to offices and storefronts. Change can be difficult, but change can also be very good.
For me, the next challenge with the Millennial generation is not how to manage and lead them, but rather to ask how do we begin to train them to be the managers and leaders of the future? So often, promotions are granted to an employee based on the work they have done in their role, and does not take into consideration one's desire or ability to manage others. I think the great opportunity with the Millennial generation is not only to keep them engaged, but also to be the leaders of the future.  

What Are Your Service Standards?

The first few weeks of the year are a time to focus on what is important. Prioritize and create goals for the coming year. Is the experience you are delivering part of those goals? If your answer was no, here are some things you can easily do with your team to re-focus on your experience and improve it at the same time.  

First, what are your current service standards? How quickly do you ask your team to respond to voicemail and e-mail messages? Is this fast enough? You may have to look outside of your industry for the answer. Companies using social media and other tools are having real-time conversations with their customers. How does that stack up with your current standard? Remember, a consumer compares experience-to-experience, and not just within that industry. Being the best in your industry with today's tech savvy consumer may not get you very far.

*Watch Dave present at America's #1 Customer Service Conference

The following is by Katie Mares, Customer Experience Consultant for The DiJulius Group.

Create Your Followers

It takes progressive leadership for the vision of World Class Customer Service to come to life and make it stick with team members. However, it takes the first follower to make this vision translate to customers.

"A leader without followers is a person taking a walk..."
2017 will bring a new focus to how we lead our people through the Customer Service Revolution. It will no longer be about systems and processes that are mandated. Our core group of employees are Millennials, who need to be a part of a bigger purpose, who want to believe in what they are told to do and who want to have the confidence in those they follow.

Leaders who are brave enough to take on the challenge of creating a World Class Experience for their customers will need to create a World Class Experience for their teams...they will need to dedicate time and resources to create followers and brand evangelists in order for the customer to realize the shift in the experience and for the leaders of organizations to realize the upside.

World Class Service starts at the top with a strong belief, commitment, and strategic plan, but most importantly it takes leaders who are willing to commit to serving their people and in turn cultivate a culture that lives and breathes by the customer.

Getting Personal

Leaders in Customer Experience understand that every customer is unique. They also realize that in order to keep their customers coming back for more, the experience they provide needs to be tailored to suit the unique needs of each customer. This seems like an impossible task...creating a personalized experience for each customer we come in contact with.

2017 will be focused on using the information that is at our fingertips and creating ways to translate the information into a personal experience for customers. According to Accenture, 73% of consumers prefer to do business with retailers that use their personal information to make the shopping experience more relevant. It is no longer about what we think the customers' needs are, it is about the actual needs of the customer, and they expect just that!

With customers' expectations of a personalized experience on the rise, it is vital to focus on gathering the unique information about each of your customers and using it to create a personalized experience that connects them to you emotionally. Technology allows employees to create a personal database on each of your customers. Role-play with your employees to teach them how to collect these nuggets of gold; then create processes they can follow to effectively use the information you have on your customers. This will allow your employees to create an emotional connection with your customers. This will have the customer wanting to interact with you over the competitors.

*Learn about Call Center Management Training by The DiJulius Group

The following segment is by Lisa Duran, Customer Experience Consultant for The DiJulius Group.

It Is Not About You

In business we strive for 100% customer satisfaction for two reasons. One, it's the right thing to do. Two, there is a direct correlation to increased revenue when customers are satisfied. We invest time and resources on developing customer experience standards, training soft skills and creating measurement tools. We focus on team and individual performance as it relates to how they are treating their customers. When we don't see the increases in revenue we are hoping for, we often times scratch our heads and wonder where we have failed. The answer lies in something we are taught at a very young age and grew up never questioning.

We were taught the Golden Rule, "Treat others as you want to be treated." We applied this concept to customer service and always assumed it was the right thing to do. Here lies the problem. How Jane Smith wants to be treated might be different from how I want to be treated. Although we all want to be treated with respect and listened to, we all have different ideas of how an experience should be. So the truth is:

We need to be focusing on what our customers EXPECT at each stage of the customer experience cycle. It's only then that we can really deliver satisfaction using the customer experience tools and training we have put into place. Don't be discouraged that your customer service initiatives have not performed well in the past. Change your focus and find out what your customers really expect and deliver on their expectations rather than our assumptions.

Take It Personal

Today, people have more interactions than ever before. We interact via the phone, email, texts, online messaging, social media, and chatbots. The list is endless. With all of these countless interactions, how do you make yours memorable? We receive on average 122 emails a day. If you are an Account Executive, how do you make your email stand out? Do you use fancier job titles? Differentiate the font you use?

Don't just communicate - connect! What does stand out is human connection. Human connection almost always wins out. Personalize your messages; take the extra ten seconds to incorporate something personal about the person you are communicating with. Ask them how the weather is in Chicago. Are they excited their team made the playoffs? Or how their son is doing at American University?

Customer eXperience Executive ONLINE Academy 
April 2017 Enrollment

Online Customer eXperience (CX) training for executives is a few clicks away. The fastest growing C- level position in recent years is the CXE - Customer eXperience Executive, and only the CXEA provides the education to turn you into an expert CX leader at your company. Next coursework begins this April. SAVE $500 TODAY!

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America's #1 Customer Service Conference.



Posted by renuka singh on May 23, 2017
SCS is focused on providing the most comprehensive, heterogeneous, integrated IT Software solutions to enterprises around the world.
Lakeside Assessment
Online Faxing solutions provider
Ysoft SafeQ
Messaging Solutions
Open text Faxing Solution

Posted by hellen jos on May 19, 2017
Great article. This article is very helpful for me because I am a business woman and we face so many difficulties for the successful running of the firm. After reading the article I got a positive feeling and confidence to continue my business.tablet wholesale

Posted by Wilfred Zhuang on May 16, 2017
As a customer advantage designate and past server/bartender it takes a ton to move me. To me awesome organization is some person who will go that extra mile to guarantee that my needs are managed. Boo had an instance of letting the right extend Pro Assignment things to the extent plausible and a short time later consenting to pass bills with self-ruled votes to avoid a whole break in lieu of.

Posted by Mkt Bhavish on May 15, 2017
The Fairdeal Group of Companies is a fast-growing group with the ambition of helping people across Kenya build their dream homes and offices.
Furniture manufacture in Kenya
Visitors Chair dealers in Kenya
Dealers in Coffee Tables in Kenya
Dealers in Dining tables Kenya
Dealers in metal beds Nairobi
Dealers in wooden dining tables Mombasa

Posted by Mkt Bhavish on May 15, 2017
Moonlight Films and Theatre Studio operates under the Moonlight Films and Theatre Society , a non-profit association whose goals are to spread knowledge of and interest in theatrical and media arts through education.
Filmmaking courses in Delhi
Acting classes in Delhi

Posted by Mkt Bhavish on May 15, 2017
VIGYAN DHARA is the first Indian IIT-JEE/ NEET/AIIMS coaching Institute which is purely based on Historical Indian Education System that is the Gurukul Tradition of Education where students leave their homes during their studies.

Best PMT coaching institute in hisar
IIT coaching institute in hisar


Posted by renuka singh on May 10, 2017
DPS has a very good hostel for the students where they get homely environment. Students of various age groups and different places live in the hostel. They get opportunity to interact with diverse group of students and people. In hostel students develop their confidence and become independent.
Best CBSE Boarding School in Rajasthan


Posted by David Summerbell on May 10, 2017
Thank you for taking the time and sharing this information with us. It was indeed very helpful and insightful while being straight forward and to the point.
Mcdonalds.Gutscheine | Startlr


Posted by renuka singh on May 08, 2017
Solutions Middle East, works to Envision, Execute and Empower our clients by offerings design, implementation and on-going support services.
Storage providers in dubai
SafeQ version
Bulk SMS solutions
IT Business Tracking System
End point tracking
Staff Outsourcing Companies

acer online support

Posted by maxx leelin on April 20, 2017
it is really great idea for everyone.

acer driver support
acer contact uk
acer laptop support

Posted by David Allen on March 29, 2017
In truth, given the hostile vibe to Obama that runs so wherever down in the Republican Party, and given the relaxed get-together revolt, it's unbelievable that any Republican would have thought that it was anything but tricky Research Paper Help - to convey. Boo had an case of letting the correct stretch things as far as probable and afterward consenting to pass bills with self-ruled votes to stay away from an entire break in in lieu of.

I simply

Posted by renuka singh on March 23, 2017
I simply want to tell you that I am new to weblog and definitely liked this blog site. I have been meaning to write something like this on my website and you have given me an idea.
MBA College in chandigarh
Best engineering college in Punjab

Posted by Marvel Anna on March 16, 2017
As a client benefit delegate and previous server/barkeep it takes a ton to inspire me. To me great administration is some individual who will go that additional mile to ensure that my needs are dealt with.
write my paper online - YourBestEssayWriters I'm not requesting that they "connect me" or accomplish something that will endanger their position, however some individual who, regardless of the possibility that they're occupied, how about we you realize that they're dealing with you.

Great blog

Posted by Jimmy Dinsmore on January 31, 2017
Worth reading, very good and informative article about technology and upcoming generation needs. essay sites is a helpful using the customer experience tools and training..

Please Login to post a comment