TBJA 118 How To Become A Brand Customers Can’t Live Without, John DiJulius

How To Become A Brand Customers Can't Live Without, John DiJulius, TBJApodcast 118
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Why every single person in your company must be part of the customer service department. John DiJulius shares how to become a brand customers can’t live without. Get his top tips.

John DiJulius is an international consultant and best-selling author of three Customer service books, his latest book, The Customer Service Revolution (Greenleaf Books 2015), instantly hit #1 on Amazon. John works with world class companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestlé, Marriott Hotels, PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson, Chick-fil-A, and many more. John is avery successful entrepreneur of two businesses. John Robert’s Spa, a chain of upscale Cleveland locations, has been repeatedly named one of the top 20 salons in America; and The DiJulius Group, a consulting firm focused on changing the world by creating a Customer service revolution.

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Think Like A Journalist Quote

“Customer service is not a department, it’s everyone’s job.” ~ Anonymous

Success Tip & Quote

Find out what service aptitude is and how you get your employees to have a high level of it.

Career Highlights

John and his wife started a hair salon in 1992. John wanted to be a world class salon. He studied companies like Disney…had fast growth… wrote two books…started speaking and then into consulting. Also, John had spoken for Starbucks and his agency, The DiJulius Group, was later hired for consulting. One of his proudest moments came when he helped craft the internal customer service message for Starbucks employees. Find out where this message resides at all Starbucks.

When It Didn’t Work

Find out how John handled a problem involving customer service at his own salon. Learn what he and his staff learned from the experience.

Top Tips
  1. Don’t blame employees for poor customer service.
  2. Companies must train and certify employees to prepare them to work with your biggest asset: customers.
  3. Develop a methodology. Stick with it and understand how this impacts the customer experience.
  4. The leadership team must understand that the training and the mode of operation are not going away.
  5. Know people’s “Ford”: family occupation, recreation, dreams.
  6. Your brand should have a Chief Experience Officer.
Multimedia Resource

Salesforce.  

Book, documentary, podcast, Internet Channel to recommend

The Customer Service Revolution
All About Steve Jobs
Simon Sinek

Contact

Twitter @JohnDiJulius

The DiJulius Group Website

About The Author

Phoebe Chongchua

Phoebe Chongchua is a multimedia Brand Journalist, Brand Consultant & Marketing Strategist who is revolutionizing brand communication with consumers. She makes companies remarkable using brand journalism storytelling to grow their online presence, build a community, and gain greater market share. Phoebe is a former TV News journalist who helps brands gain a competitive advantage by learning to "Be the Media". Phoebe is the host of "The Brand Journalism Advantage" podcast and a "Top 50 Podcaster To Follow". Listen in iTunes or at ThinkLikeAJournalist.com

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