Customer Service Revolution 025: Recapping Week 2 of The Customer Service Revolution Conference
Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 2 of The Customer Service Revolution Conference, featuring Seth Godin, Mikki Williams, Chris Larkins, Dave Murray, and John DiJulius.
You will learn:
- A recession is a horrible thing to waste. It's like a business enema.
- More is caught than is taught.
- We need to show what victory looks like to our employees.
- If you invest money wisely in customer service, it pays for itself.
- Every dollar spent delighting someone in a way that causes them to talk about your brand, earns you more than a dollar.
- Not only is customer service free, but it is also a profit center. When a company has a profit center, they invest in it. How do we then spend more time and money to make more profit?
- Turning someone who isn't a customer into a customer is really expensive.
- When you dramatically over-achieve against the expectation and the promise, their best way to repay you is to tell their friends.
- Triple your customer service budget (not 10%) and it will pay for itself.
- Firing an unprofitable group of customers (with kindness and care) allows you to focus on your most profitable customers. Focus on customers with high lifetime value.
- Your relentless pursuit of success can cause you to not appreciate what is in front of you
- You don't have to come close to dying to learn how much closer to home your bucket list is.
- The pandemic was not part of anyone's SWOT analysis
- Ask yourself 3 provocative questions – to prepare for 2021
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- If I was starting my business today, what would I start doing & stop doing?
- What would I do if I were competing against my own company?
- Would my business survive without me?
- It's up to you to increase your employees' service aptitude. If you don't, you're relying on the former employers of your team members for the customer service they receive.
- A customer service vision statement is your action statement. It's what every employee needs to intentionally achieve with every customer interaction.
- Facts tell, stories sell. The story is what gets you to care about those numbers.
- Stories move people to action.
- As leaders, we are in the emotional transportation business. You want them to open their wallets out by opening their hearts.
Resources mentioned:
Dave Murray's webinar How to Create your Company's Actionable True North on November 2nd. This session will be a behind the scenes look at the creation of one of the most powerful tools a company can have. A service vision guides an organization on everything from decision making to customer interactions. https://tdg.click/nov2
https://customerservicerevolution.com/
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