DiJulius John R III - The customer service revolution : overthrow conventional business, inspire employees, and change the world

John DiJulius is leading a radical rethinking of customer service that can revolutionize your business. This book will become the new standard for how we think about customer service and competitive advantage.

Joe Calloway, author of Be the Best at What Matters Most

John DiJulius always has something insightfully practical to help businesses up their service game. His latest book is no exception, offering exceptional advice.

James H. Gilmore, author of The Experience Economy

DiJuliuss commitment to changing the world comes at a time in business history when it is desperately needed. Advancements in technology and efficiency, coupled with an expanding global economy, have led to an unparalleled competitive landscape. Ultimately, service is the only differentiator. The Customer Service Revolution is a straightforward blueprint for building sustainable advantage in any industry and is a must-read for anyone looking to build world-class experiences.

Derek Kaivani, director of PwC Experience, PricewaterhouseCoopers

John DiJulius is the real deal. He will show you how to create a customer service revolution so powerful that your price will become irrelevant. He is a master at creating the exclusive experience and is the worlds expert on dazzling customers. Do yourself a favor and drop everything youre doing and read this bookits worth it!

Rory Vaden, cofounder of Southwestern Consulting and New York Times best-selling author of Take the Stairs

John takes customer service from thought to actiontruly a difference maker for all!

David Mortensen, president and cofounder of Anytime Fitness Worldwide

John relates an amazing amount of practical real world examples that can be applied in your efforts to launch a customer service revolution in your business as I have in my direct work with John.

Michael Coburn, Head of Customer Facing Supply Chain, Nestl USA

Previous books by John R. DiJulius III

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
(AMACOM, 2003)

Whats the Secret? To Providing a World-Class Customer Experience
(Wiley, 2008)

This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher and author are not engaged in rendering legal, accounting, or other professional services. If legal advice or other expert assistance is required, the services of a competent professional should be sought.

Published by Greenleaf Book Group Press
Austin, Texas
www.gbgpress.com

Copyright 2015 John R. DiJulius III

All rights reserved.

No part of this book may be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without written permission from the copyright holder.

Distributed by Greenleaf Book Group

For ordering information or special discounts for bulk purchases, please contact Greenleaf Book Group at PO Box 91869, Austin, TX 78709, 512.891.6100.

Design and composition by Greenleaf Book Group
Cover design by Greenleaf Book Group
Cover images: RTimages/iStock Collection/Thinkstock

eBook ISBN: 978-1-62634-130-2

eBook Edition

Other Edition(s)
Print ISBN 13: 978-1-62634-129-6

To my three amazing sons and best friends:
Johnni, Cal, and Bo

Your biggest competitive advantage

When you are inspired by some great purpose, some extraordinary project, all your thoughts break thier bonds: Your mind transcends limitations, your consciousness expands in every direction, and you find yourself in a new, great and wonderful world.

PATAJALI

From 2008 to 2010, the United States experienced some of the worst economic times in our lives. The housing bubble burst and the stock market plummeted. We saw the demise of financial institutions. Foreclosures, job loss, and bankruptcy were rampant. What became known as the Great Recession ultimately affected the entire world economy. While much of it was devastating, some good came out of these troubling economic times. Believe it or not, there were many companies that survived significantly better than their competition and businesses in general, and as a result, they emerged better and stronger than before. How? Because in any economyespecially a down economyCustomer loyalty is your strongest asset! It took the recession to shine a spotlight on these thriving companies and what they had in common: a fanatical obsession on the Customer experience.

Customer service became hip, and more and more smart leaders and management teams started focusing on improving the experiences their companies delivered. As a result, over the past several years, overall Customer service satisfaction has improved. A revolution has started, a Customer service revolution, and it has gained incredible momentum. It is not only changing the way businesses operate, but it is also having a profound ripple effect in numerous other areas.

The DiJulius Group (TDG) is a Customer service consulting firm headquartered in Cleveland, Ohio. TDGs purpose is to change the world by creating a Customer service revolution. We are so proud that hundreds of organizations all over the world have adopted this as a major part of their business strategy, as they distance themselves from the competition. However, for it to be truly successfulso it is not just another mantra, annual theme, platitude, or flavor of the monthit is critical you understand what creating a Customer service revolution really means:

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

Lets break that definition down to its core:

A radical overthrow of conventional business mentality This is an approach or mind-set to business unlike what anyone has ever thought about previously. Its radical and unconventional. This unique concept consumes businesses leaders and entrepreneurs, energizes them, and ultimately inspires them to create breakthrough companies, products, services, and ultimately, experiences.

designed to transform what Customers experience Revolutionary companies create experience epiphanies that fill a gap Customers didnt know existed. World-class Customer service companies create enduring relationships and personal connections.

and employees experience. Experience it forward. What employees experience, Customers will. The best marketing is happy, engaged employees. Your Customers will never be any happier than your employees.

This shift produces a culture that permeates into peoples personal lives, at home, and in the community Genuine hospitality is not something you do; it is something that is in you. It is something in all areas of your lifewith your Customers, employees, family, and neighbors. Service to others is what we owe for the privilege of living on this earth. It is the very purpose of life and not something you do only when it is convenient.