The DiJulius Group

FEBRUARY 25, 2024

Your Company’s Biggest Expense is Unhappy Customers What is a better investment—advertising or customer service training? One study showed that organizations worldwide spend $500 billion per year on advertising compared to only $9 billion on customer service training. That’s a pretty big disparity.

Customer Service Training 77

Customer Service Training Airlines Customer Service Advertising 77

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar. Customer Experience by Tom Fishburne.

Article 82

Article 2018 Customer Service Airlines 82

ShepHyken

APRIL 17, 2017

My Comment: There is a difference between a customer loyalty program and a customer retention program. A repeat customer may not be a loyal customer. The goal of saving a defecting customer isn’t about making them loyal. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. The Mount Rushmore of Customer Service Leaders by John DiJulius. This is the way everyone should think.

Article 103

Article 2018 Customer Service 2019 103

ShepHyken

MAY 15, 2017

A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. .

2017 69

2017 Article Customer Service Airlines 69

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. The other is more of a marketing program that rewards customers for coming back.

Article 76

Article 2020 Customer Service E Commerce 76

ShepHyken

JANUARY 27, 2020

The airline didn’t need to see my boarding pass. Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers. Customer Retention Strategies To Explode Your Business In 2020 by Matt Duczeminski. Don’t just attract new customers.

2020 26

2020 Article Customer Service Customer Retention 26