John DiJulius is president of The DiJulius Group and a sought-after authority on world-class customer experience, working with companies such as The Ritz-Carlton, Lexus, Starbucks, Progressive Insurance and more. In his new book, The Relationship Economy: Building Stronger Customer Connections in the Digital Age, he walks us through how to attain meaningful, lasting relationships with customers.
Top Takeaways: Making the Interview Process Un-Gameable with John DiJulius
- The top customer service companies spend the least in advertising
- Investments in customer experience can have a huge positive impact on your bottom-line
- A 1% increase in customer experience could be billions of dollars in revenue for a large auto manufacturer
- The FORD allowance- (Family, Occupation, Recreation, & Dream) giving people recognition in their FORD
- Today’s illiterate are those who don’t understand the relationship economy
- The decline in people skills is the responsibility of businesses to fix
- We need to marry the digital with the human experience
- You can’t “train” people to love others
- Being a good listener is vital in the relationship economy
- We need to make our interview process un-gameable
- We don’t want to be for everyone
- Social media exposes all
- Swinging from one-to-many to one-to-one
- How can we use digital assets without ruining the customer experience?
- Digital should enhance the customer experience not replace it
- Technology is not the enemy, but don’t let it destroy the human experience
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Learning From Leaders:
Current Book: How Will You Measure Your Life? by Clayton M. Christensen
Yes, Your Teen is Crazy!: Loving Your Kid Without Losing Your Mind by Michael J. Bradley
Driving Innovation from Within: A Guide for Internal Entrepreneurs by Kaihan Krippendorff
Leadership Superpower: Energy
Motivational Mantra:
[shareable]You don’t want to be considered the best at what you do, you want to be the only one who does what you do[/shareable]
Book Most Often Gifted: From the Ground Up: A Journey to Reimagine the Promise of America by Howard Schultz
Additional Items Mentioned
The Relationship Economy: Building Stronger Customer Connections in the Digital Age John R. DiJulius III
The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World John R. DiJulius III
John’s website: thedijuliusgroup.com
