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The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World, by John R. Dijulius III
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In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer--which ultimately permeates into people's personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that!
Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert's Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.
- Sales Rank: #85558 in Books
- Published on: 2015-01-06
- Original language: English
- Number of items: 1
- Dimensions: 8.25" h x 5.75" w x .75" l, .0 pounds
- Binding: Hardcover
- 200 pages
Review
''Service aptitude is a big idea. Customer service is an investment, not an expense--the new marketing is here and it looks like this.'' --Seth Godin, New York Times bestselling author of Linchpin
''In this hyper-connected, hyper-informed let-the-seller-beware world, the old rules of customer service just don't apply. John DiJulius gets that. He also knows that service comes from a happy heart. You'll learn something valuable about customer relations, sure. But you can learn something even more important from this book: How to be a better person.'' --Daniel H. Pink, New York Times bestselling author of To Sell Is Human and Drive
''This is not only a book that every manager should read, but also every employee. If you want to take advantage of what John DiJulius teaches, then everyone must be part of the customer service revolution.'' -- -- Shep Hyken, customer service expert and New York Times bestselling author of The Amazement Revolution
About the Author
John R. DiJulius III is considered the authority on world-class Customer service and is the author of three books on Customer experience. He is the president of The DiJulius Group--a Customer service consulting firm that works with companies like Starbucks, Chick-fil-A, The Ritz-Carlton, Nestle, PwC, Lexus, and many more. John is also the founder and owner of John Robert's Spa--named one of the Top 20 Salons in America (in light of their impeccable Customer experience standards, no doubt). John lives in Aurora, Ohio with his three sons.
Most helpful customer reviews
1 of 1 people found the following review helpful.
Whether an employee or an owner, you must read this book to crush it in business.
By Mark C. Manderson
One of the better books on customer service i've read in a while. Fantastic points as well as ideas i'd not heard before. Great and refreshing information that is a must whether you are an employee or an owner.
2 of 2 people found the following review helpful.
The Customer Service Revolution can help you Change the Game.....So You, your Employeees and Customers win!
By Kevin Gill
Mr. Dijulius proved himself the salient expert in the customer experience management space 2-books ago, but with The Customer Service Revolution he unveils the simple yet elusive recipe to sustainable service differentiation..... Your people are your brand. Period. Develop employees who are brand evangelists and they will create customers who are brand ambassadors. This must be every Chief Experience Officer's overidding imperitive. Practice what John preaches and you will have a positive impact on your employees, customers and P&L. Thanks John!
1 of 1 people found the following review helpful.
It does what it claims and more
By Autamme_dot_com
Do right by your customers and your customers will do right by you, this is essentially the author’s central message. This may lead to you achieving a strong, loyal customer base that does not focus just on price.
Of course it helps to have products and services that your customers need and want, yet if you manage to convince them to be enthusiastic, loyal and devoted to your company, a lot of the battle is already won. You will get so-called sticky customers.
This is a fairly light, accessible, interesting read that draws you in. It underlines time after time how customer service is an investment, a key requirement, an essential part of your company’s DNA and not just a task that must be done to provide a veneer of service.
As the author notes, every one of us is price sensitive to some degree yet typically, with the majority of companies where we do business, we know how much they charge and what it costs to get the same thing from elsewhere. Yet often we are prepared to pay perhaps a little more or become blind to the price difference because of those little extras they provide us, how they make us feel, the support they give and so many other small yet powerful things. Competing on experience can give a surprising boost to many companies. Competing on price is something you do when you have nothing else, the author astutely notes, noting a survey that 85% of U.S. consumers said they would pay 5-25% more to ensure a superior experience. That can be, even after any marginally higher costs due to providing the experience, a lot of profit. If you can provide a great experience with a still competitive price you have the best of both worlds.
In the book the author looks at predominantly U.S. companies such as Google, Zappos and Amazon who have in many ways got the experience side of things sorted. Quite a few companies who are on the author’s naughty list are also examined to show some of the things they do wrong. Some of the stories do beggar belief, even though they have been seen before time after time. The pain doesn’t lessen.
That said, you must wonder about customers too and marvel at the professionalism of some of the customer services workers. They must get some very weird calls at times. As a test, the author Called a customer services line of a shoe retailer and asked what the weather forecast was for a town on the other side of the country: without missing a beat the rep cheerfully looked it up, told the unknown customer a five-day forecast and asked them if she could be of any help!
Even relatively small things such as signage and staff interaction come under the author’s gaze and their possible negative connotations towards customers.
You will look at your business in a different light after reading this book. Either with an eye for change or to pat yourself on the back for a great transformation.
This book gave a lot more than one expected. It surpassed the customer’s expectations in other words – which is exactly the core idea the author is trying to get over. A book like this could be essential reading for your company’s senior staff or possible all employees as they all play a part with the customer experience.
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