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Monthly Mash: Customer Experience Tools and Secret Service

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Volume 1: October 2011 Mashup

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Many thanks to those who participated and supported the naming of this series! You know who you are.

Customer Experience Resource: John DiJulius

John DiJulius | Customer Service Keynote SpeakerThis month’s spotlight is on John DiJulius, one of the premiere customer experience keynote speakers, authors, and consultants around. He has written two excellent books about customer service: What’s The Secret and Secret Service, both of which I highly recommend. I had the pleasure of seeing DiJulius speak at the Multi-Unit Franchise show this past spring, and his presentation was simply excellent. I mentioned the customer service video he showed during his talk in an earlier post.

I thought John DiJulius would be a fitting first spotlight for the Monthly Mash, as his work has been one of the bigger influences on my customer service thinking and, more aptly, because I am very excited to be attending his Secret Service Summit this week! One of DiJulius’ core teachings is having invisible systems (hence, Secret Service) that seamlessly help organizations deliver an exceptional customer experience. Please check out John DiJulius’ website, blog, and books. You won’t be disappointed.

The Month In Customer Service Blogging

A collection of the best posts about customer service and the customer experience I read this past month.

  • Product Failure Leads to a Lack of Confidence, Leading to Customer Defection – A look at the disastrous RIM-Blackberry outage, and the lessons that can be learned from it.
  • Extreme Humorous Lessons on a Bizarre Customer Experience – The eye exam from hell. Okay, it’s not that bad… but some good lessons on perfectionism and lousy customer service.
  • BFF: Customer Experience and Consistency – There are really not enough ways to emphasize how important consistency is to the customer experience.
  • How Zappos Affects Your Customer Experience – I cheated a bit on this one, since it is from September, but I completely agree with the message that brands like Zappos are setting customer service expectations we all must meet.
  • I Learned Customer Service from a CEO – Some really strong lessons in customer service from a CEO of years ago.
  • Infographic: Fastest Ways to Lose Customers – The effect of poor customer service and the cost of losing customers.
  • Infographic: The Level of Support Customers Expect from Online Retailers – For online retailers, having a bulletproof support strategy in place can no longer be an after thought.

Someone Was Listening

Sometimes the most popular post from the previous month; sometimes just the one I am most proud of.

Thoughts on the Customer

In China a Zen master traveled with a few disciples to the capital and camped near the river.  A monk of another sect asked one of the disciples of the Zen master if his teacher could do magic tricks.  His own master, said the monk of the other sect, was a very talented and developed man.  If he stood on one side of the river, and somebody else stood on the other side, and if you gave the master a brush and the other man a sheet of paper then the master would be able to write characters in the air which would appear on the sheet of paper. 

The Zen monk replied that his master was also a very talented and developed man, because he too could perform the most astounding feats.  If he slept, for instance, he slept, and if he ate, he ate.

Buddhist Tale*

I’ve thought more and more about this story in recent years, as our lives have become increasingly intertwined with the technologies of the day. While there is a powerful lesson here for life, there is also a powerful lesson for anyone who touches a customer.

Our customers deserve our attention. Are you present in the moment and focused on the person you are serving? Have you left your inbox, To Do list, and voicemails behind while you focus on the customer and what they are saying about their needs? It sounds simple; yet, as most of us know, in today’s world, true focus might be one of the most difficult feats of all.

I hope you enjoyed the Monthly Mash. Feel free to share it using the social share buttons below.

*Please forgive the lack of attribution. I copied this from a collection of Buddhist stories over 15 years ago, and an exact word search on Google yielded nothing.

About the Author Adam Toporek

By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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