CUSTOMER EXPERIENCE
The Top 9 Foolproof Ways To Create A
CUSTOMER EXPERIENCE
REVOLUTION
WITH JOHN DIJULIUS
Successful entrepreneur and international customer experience expert John DiJulius refuses to compete on price . Instead , he competes in “ experience wars ,” where his customer service is so superior that customers don ’ t think about what they pay .
DiJulius has been winning experience wars for decades . Years ago , at one of his John Robert ’ s Spas — a chain of upscale salons repeatedly named one of the top 20 salons in America — a new salon moved in a few doors down . While his salon charged between $ 100 –$ 150 for a haircut , the new salon put a sign up that said , “ We do $ 10 haircuts .” After his worried staff wanted to offer discounts , DiJulius said no . He told his team to focus on their customer experience and non-negotiables and said , “ Make sure you are brilliant at the basics .” Then he put a sign in his salon window that said , “ We fix $ 10 haircuts .”
DiJulius is also the founder of The DiJulius Group , a customer experience firm that provides consulting , training , and executive education to help simplify , systematize , and create accountability for the experiences companies deliver . Working with Fortune 500 companies including Starbucks , the Ritz-Carlton , and Nordstrom , DiJulius maintains that customer service is the place to compete . “ There are a lot fewer people who don ’ t know how to do it as well ,” he said .
During a private training , DiJulius taught people how to create a customer experience revolution , which he defines as a radical overthrow of conventional business mentality designed to transform what employees and customers experience . “ This shift produces a culture that permeates people ’ s personal lives at home and in the community , which in turn provides the business with higher sales , morale , and brand loyalty ,” he said . “ This is our value proposition , thus making price irrelevant .”
DiJulius explained that your perception is flawed when it comes to how good your customer experience is . Citing a survey where 300 leaders from 300 different organizations were asked if they thought their company provided superior customer service , he revealed that 80 % of the leaders said they believed they did a good job .
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