John R. DiJulius > Quotes

“In today’s world, the only thing that is separating companies from offering another commodity is the relationship they have with their Customers. If you do not have a relationship with your Customer, you better be the cheapest.”
― John Dijulius, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

“Similarly, productive or just pleasurable conversation has been stifled by technology. It used to be that when a question arose, people kept talking as they sought an answer. The results were healthy discussions, debates, and creative storytelling. Today, however, we immediately turn to Google for the answer, ending that particular line of questioning or thinking. Without those discussions, we’ve lost something valuable, notes Kate Unsworth, a leading expert in social change: “These are the conversations that really form bonds between people. You gain insight into the way someone’s mind works, and it is not typically a conversation anyone has had before, so it is engaging and memorable.”
― John R. DiJulius, The Relationship Economy: Building Stronger Customer Connections in the Digital Age

“Don’t punish 100 percent of your Customers, or potential Customers, for what you are afraid 2 percent might try to do.”
― John Dijulius, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

“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.”
― John Dijulius, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

“A complaining client is giving us the opportunity to make things right; it’s the silent ones that hurt us. They don’t remain silent once they leave our business.”
― John Dijulius, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World