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Commanding Business

The challenge with growth is that the habits that got you here become the limitations that prevent you from getting there. Growth not only requires us to learn new habits. It requires that we unlearn old ones. I’m Tim Hamilton, CEO of Praxent and host of the Commanding Business podcast. Each week, I interview authors, experts and real world leaders about how they grew their teams, their organizations and ultimately themselves. From leadership to management and marketing to innovation, we’ll cover a variety of topics with an aim to uncover actionable takeaways you can implement in your own organization today.
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Oct 12, 2016

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’s 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 ‘grudge by’ factor.

[10:24] How to reinforce the customer service vision statement using the 3 pillars:

● Quality

● Customer Interaction

● Going above and beyond.

[13:03] The Starbucks example — A customer service vision statement must be MOAT:

Measurable

Observable

Actionable

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:

Family

Occupation

Recreation

Dreams

 

Mentioned in This Episode:

The DiJulius Group

The Customer Service Revolution

Praxent

@PraxentSoftware on Twitter

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