Commanding Business

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 inst