John DiJulius Speaker Biography
John DiJulius is redefining customer service in corporate America today. He didn’t read the books on customer service, he wrote them: Secret Service, Hidden Systems That Deliver Unforgettable Customer Service, What’s The Secret? To Being a World Class Customer Service Organization, The Customer Service Revolution, The Best Customer Service Quotes Ever Said and his newest book The Relationship Economy. One of the most captivating and charismatic speakers today, John’s keynotes and workshops are used by world-class service companies to provide unforgettable customer service every day. In his high-energy presentations, he uses powerful visuals as he discusses the 10 commandments of customer service and explains how to improve the service aptitude of employees at all levels.
As the authority on world-class customer experience, organizations across America use his philosophies and systems for creating world-class service. He has worked with companies such as The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Panera Bread, Nestle, Marriott Hotel, PWC, National City Bank, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A, and many more, to help them continue to raise the bar and set the standard in service that consistently exceeds customer expectations.
John isn’t just talking about it, he lives it, as a very successful entrepreneur of three businesses: The DiJulius Group, a customer experience consulting firm that uses the X Commandment methodology to help clients provide a World-Class Customer experience; John Robert’s Spa, a chain of upscale Cleveland locations, repeatedly named one of the top 20 salons in America; and Believe in Dreams, a non profit helping disadvantaged children.
Creating a Customer Service Revolution
Overthrow Conventional Business, Inspire Employees, and Change the World
To be a customer experience leader in your industry, you need to provide a consistently great brand experience for your customers, employees, vendors, and community. The problem is, expectations are higher than ever and one negative review can permanently ruin your reputation.
Create a Customer Service Revolution within your organization and be the brand people cannot live without. Learn how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and are making price irrelevant!
Takeaways from the Customer Service Revolution keynote:
• How to increase your employee’s service aptitude
• How to develop compassion & empathy for your customers
• How to create a Customer Experience Action statement
• How to create non-negotiable standards that every team member will follow
• How to build a relationship with your customer that makes you the brand they can’t live without
• How to deliver a consistent world-class customer experience
• How you are the experience, not technology
• How to make every moment with the customer intentional
The Relationship Economy
Building Strong Customer Connections in the Digital Age
Today is known as the digital disruption era. Technology has provided us with amazing advances, information, knowledge, instant access, and entertainment like never before. However, as convenient as these advances make our lives, they have also led to a dramatic decline in people skills. That is why building relationships and genuine connections have never been more important.
Businesses that master The Relationship Economy will have an incredible advantage that separates them from the competition.
Takeaways from The Relationship Economy keynote:
• How the technological revolution is impacting our society
• How the lack of social skills is the problem of business leaders to solve
• How to use technology to perform basic tasks, enabling employees to focus on building relationships that result in higher customer loyalty, retention, lifetime value, and job satisfaction
• How we are relationship disadvantaged
• How to build a culture that creates emotional connections with your customers
• How to create relationship building training for new and existing employees
• How to build relationships utilizing the five key skills
• How to become the brand customers & employees cannot live without
• How to make price irrelevant
Brand Experience (BX) Strong
Overall, customer satisfaction is at 73.6, its lowest point in over 15 years, and since the start of the pandemic, it has been dropping like a rock. What is behind the deteriorating customer service? Employee burnout, low employee morale, high employee turnover, staff shortage, poor reactive hiring, no training of new employees, supply chain issues, and not managing customer’s expectations–which all result in angry customers.
The companies that will dominate their industries for the next decade will be the ones who are obsessed with evolving the experience they provide to both the employee and customer.
Takeaways from the Brand Experience Strong keynote:
• How to turn the Great Resignation era into a Great Opportunity
• How to avoid the 2 biggest mistakes companies are making right now
• How to understand it is not a labor shortage, it is a turnover crisis
• How to build a culture employees love
• How to solve the WFH (work from home) quandary
• How to lead from a distance
• How to make your customer experience your strongest competitive advantage
• How a ROX (Return on Experience) is your best ROI
• How to keep your customers happy even when you have staff shortages and supply chain issues
• How to stop competing in price wars
• How to recognize if it is time to hire a CXO
• How to create your signature experience
