John R. DiJulius III, best-selling author, consultant, and keynote speaker, is the president of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America's #1 Customer Service Conference.
Articles by John DiJulius
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How to Create Genuine Affection between Clients and Employees
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How hidden penalty fees can damage your company’s reputation
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Does your company need a Chief Customer Officer?
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To make money, sometimes you have to spend a lot of it - just to raise awareness
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Why taking advantage of any opportunity to get business will get you more business in the end
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Don’t have a customer service policy – have guidelines
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If your customer asks “How long is an hour-long massage?” how does your staff respond?
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The difference between being a boss and being a leader
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How to change your outlook and take action
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A service aptitude test for your customer service team
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A few ways to train yourself in hospitality, even when you’re not at work
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Anticipate your service defects and have protocols in place to make it right
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Go from ideas on paper to consistently executed concepts
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Sometimes making an emotional connection can make a big difference in making the sale
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No news is sometimes bad news
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Five quick tips to make sure your employees are doing their best to succeed
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John DiJulius shares his favorite quotes from Steve Jobs
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When customers need to read the fine print, you know you have bad service
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Customer service is projected through many ways
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Make sure your employees are clear on customer service
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