Webinar - 'Drive A Customer Service Revolution'

Drive a Customer Service Revolution
© 2014 REGALIX | WWW.REGALIX.COM | CONFIDENTIAL
• Option 0.2
#customerservice

What is a
Customer Service Revolution?

A radical overthrow of
conventional business mentality
designed to transform what
employees and Customers experience.
This shift produces a culture that
permeates into people’s personal lives,
at home, and in the community,
which in turn provides the business with
higher sales, morale, and brand loyalty
— making price irrelevant

Making Price
Irrelevant

Based on the experiences they
consistently receive from you
Your Customers have no idea
what your competition charges
7

We don’t compete in price wars,
we compete in experience wars.

The problem with discounting is
there is always someone willing
to give away more than you

Paradigm Shift
Towards the way we view
what we sell & how we sell it

Paradigm Shift
From a commodity you can get anywhere
to an experience you can only enjoy with us

We are the high priced leader.
We will not be oversold

Be the brand
Customer can’t live without

What are some brands you can’t
live without?

Service Aptitude

is a person’s ability to recognize opportunities
to exceed a customer’s expectations,
regardless of the circumstances
4
Service Aptitude

In most cases,
our most recent hired, least trained, lowest paid
employees
deal with our customers the most!

Service Aptitude
1. Previous life experiences
4

Treat customers
the way you want to be treated

Service Aptitude
2. Previous work experiences
4

Service Aptitude
2. Previous work experiences
3. Current work experience
4

It is not an employee’s responsibility
to have high service aptitude,
it is the company’s to give it to them

State of Service

Outstanding Service?

In the Dark
• 300 Organizations
• 80% = Outstanding
• 3,000 Customers
• 8% = Outstanding

You are in the
Customer perception business

Do not ask the customers
what they want, give them something they
cannot live without
~ Steve Jobs

Revolutionaries

“If I had asked people what they wanted, they
would have said faster horses.”
― Henry Ford

Employee apathy creates
Customer apathy

Customer apathy is the enemy of
a successful company

Day in the Life of a Customer

Compassion & Empathy

Day in the Life of our Guest

Customer Service
Vision Statement

Customer Service Vision
The true underlying value of what and how
your front line has to deliver to each & every
Customer, that provides a meaningful purpose
for your employees.

To create one of the
most special memories
in a person’s life

to inspire and nurture the human spirit – one
person, one cup and one neighborhood at a time.

Customer Service Manual

We Create
Inspired Moments
In Each Customer’s Day
Anticipate Connect Personalize Own

People want to be part of something larger than
themselves. They want to be part of something
they are really proud of, that they’ll fight for,
sacrifice for, that they trust
Howard Schultz, Starbucks

Customer Service Vision Statement
and
Supporting Pillars
WHAT
.
HOW
.

Quality
Service/Product
Expertise
Technical
Operationally
Customer
Interaction
Hospitality
Relationship
Connection
Personalize
Above & Beyond
Exceed
Opportunity
Proactive
Unexpected

About the Presenter
International consultant and best-selling
author of Secret Service (AMACOM 2008),
What’s The Secret? (Wiley 2008), and The
Customer Service Revolution (Greenleaf
2015) Works with world class companies like
The Ritz-Carlton, Lexus, Starbucks,
Nordstrom, Nestlé, Marriott Hotel, PwC,
Cheesecake Factory, Progressive Insurance,
Harley Davidson, Chick- fil-A, and many
more.
John isn’t just talking about it, he lives it, as a
very successful entrepreneur of two
businesses. John Robert’s Spa, a chain of
upscale Cleveland locations, 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. John will
demonstrate how we can make our Customer
service our single biggest competitive
advantage and make price irrelevant!

Connect with John DiJulius:
Twitter @JohnDiJulius
LinkedIn.com/in/dijulius
Facebook.com/thedijuliusgroup
http://www.thedijuliusgroup.com/
Connect with Regalix:
Twitter @Regalix
LinkedIn.com/in/Regalix
Facebook.com/Regalix
marketing@regalix-inc.com

Webinar - 'Drive A Customer Service Revolution'

Recommended

Recommended

More Related Content

Similar to Webinar - 'Drive A Customer Service Revolution'

Similar to Webinar - 'Drive A Customer Service Revolution' (20)

More from Regalix

More from Regalix (20)

Recently uploaded

Recently uploaded (20)

Webinar - 'Drive A Customer Service Revolution'