{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"EP047: John DiJulius and The Customer Service Revolution","description":"Best-selling author of three customer service books, John DiJulius shares how a company can make their customer service approach and their customer experience their single biggest competitive advantage. Training is the #1 factor in an employee\u2019s ability to recognize and deliver world class customer service. In order to extract the gifts of a millennial workforce, an organization must include them in the corporate purpose.      Key Takeaways: [1:32] Is it possible for a business to make price irrelevant, by competing in experience wars? [7:36] A real business example of how Lexus breeds customer loyalty by reducing a \u2018grudge by\u2019 factor. [10:24] How to reinforce the customer service vision statement using the 3 pillars: \u25cf Quality \u25cf Customer Interaction \u25cf Going above and beyond. [13:03] The Starbucks example \u2014 A customer service vision statement must be MOAT: \u25cf Measurable \u25cf Observable \u25cf Actionable \u25cf Trainable [16:49] The currency for millennials is purpose. [17:57] E-commerce giants give us whatever we want instantly. [22:34] How to measure the service aptitude of a company. [27:55] Training is the only way a business can proactively shape an employee to increase their awareness of what a world class customer experience is. [30:55] The always and never list. [34:39] The secret service component is the ability to collect customer intelligence and utilize it to personalize their experience. [35:30] How FORD represents the most important things to the person you are serving: \u25cf Family \u25cf Occupation \u25cf Recreation \u25cf Dreams   Mentioned in This Episode: The DiJulius Group The Customer Service Revolution Praxent @PraxentSoftware on Twitter ","author_name":"Commanding Business","author_url":"http:\/\/praxent.com\/commandingbusiness","html":"