Customer Experience Consulting

The X-Commandments to Providing a World-Class Customer Experience

Customer Experience Consulting ProcessThe DiJulius Group’s consulting methodology is based on the X-Commandments to providing a World-Class Customer experience. Our approach is used by Customer experience leaders from world-class clients around the world.

We will begin by helping you create a Service Vision for your company and work through the X-Commandments which include Secret Service, Training, Implementation, Measurement and more.

  • Click on any of the titles below for our our audio training modules that go with each commandment:

  • I. Service Vision
    A clear purpose of why the business exists. First and foremost every organization that provides superior service has a strong Service Vision 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
    Attract, hire, and retain only the people who have the service DNA. Creating a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the service vision of the organization.

  • 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 and 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
    Walking the talk.  Every world-class Customer service organization is world-class to work for. It takes world-class leadership to provide the passion, inspiration, and discipline to all employees.

The DiJulius Group dedicates itself to a very limited number of organizations each year.  Feel free to reach us with any questions and we'll get back to you within 24 hours (use form on right-side of this page).

Take a look at this video of our senior Customer service consultant, Dave Murray, at America's #1 Customer Service Conference: the Secret Service Summit.

Do you know your Company Service Aptitude?

Customer Experience Consulting

All consulting packages are customized based your organization’s needs and successful engagements can range from 1 to 3 years. Proposal’s considerations include a complimentary 1 time allowance for a Group Company Service Aptitude Test [C-SAT™] including review of results; priorities as indicated by your steering committee on our consulting application; and resources available for the initiative.  Organizations wishing to retain The DiJulius Group must meet the following criteria:

  1. 100% committment to building a world-class Customer experience organization from top to bottom
  2. Executive sponsorship (senior leadership) and support.  This is not a flavor of the month or program of the year. Becoming a world-class Customer service organization is a journey and evolution.
  3. Must be willing to be open to change, revolutionary change at every part of the organization.
  4. Must have appropriate resources including a lead person inside the organization that can champion this project and work directly with The DiJulius Group, on a regular basis, to ensure all goals are met.