The DiJulius Group

JULY 13, 2022

Joel Sylvester has an unsurpassable passion for customer service. His career spans hundreds of companies, working with brands like Mayo Clinic, Wells Fargo, South Carolina Parks, Ohio Parks, and Fellowes. He has over 20 years of crafting exceptional customer experiences under his belt. Read Full Article.

Contact Center 52

Contact Center AI Customer Service Customer Experience 52

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?

Contact Center 266

Contact Center CX Technology Technology 266

Beyond Philosophy

MARCH 2, 2016

The most impatient callers were in Kentucky and Ohio, being the most likely to hang up on hold; callers in Louisiana and Colorado were the most patient. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least. Every organization has customer groups.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?

Contact Center 182

Contact Center CX Technology Technology 182

The DiJulius Group

NOVEMBER 7, 2018

The DiJulius Group held our annual Customer Service Revolution October 24th and 25th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant.

CX 80

CX Customer Service Customer Experience 80

Beyond Philosophy

FEBRUARY 8, 2024

My podcast partner only got two of five, but that was still pretty good, considering he’s from Ohio. Language is essential to your customer experience , so today, I thought we could examine why. Being conscious about using positive rather than negative words is a free and simple way to improve the customer experience.

Start-ups 78

Start-ups Customer Experience 78

The DiJulius Group

AUGUST 24, 2016

Brick & Mortar Competing in Experience Wars “I think it’s incumbent upon the responsibility of retailers to create these fantastic experiences that’s going to sweep them away.” The grand opening […].

Customer Experience 40

Customer Experience Retail Customer Service 40

The DiJulius Group

SEPTEMBER 25, 2019

The DiJulius Group held our annual Customer Service Revolution September 11th & 12th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant.

Customer Service 56

Customer Service Customer Experience 56

Myra Golden Media

AUGUST 3, 2018

Last week I worked with a fantastic new client in Cleveland on the chat customer experience. After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis. My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks.

Customer Experience 63

Customer Experience 63

SugarCRM

SEPTEMBER 24, 2021

But the real customer experience (CX) fun, in my opinion, is with mid-market companies. Mid-market companies understand that winning is about mixing a killer product or service with an effortless, high-definition customer experience. What is a mid-market company? Let’s describe the mid-market a bit further.

CRM 49

CRM Start-ups Sales CX 49

Fonolo

DECEMBER 4, 2019

The moment was captured by another customer who was in the restaurant and was subsequently picked up by news outlets. In one of the worst incidents of the year , a McDonald’s employee was fired after throwing a blender at the face of a customer in Ohio. Read more about it here.

Customer Service 84

Customer Service Social Media Hospitality Hospitality 84

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Which came first, cowboys or saloons? Chickens or eggs?

Customer Loyalty 111

Customer Loyalty Customer Experience Sales Technology 111

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better.

CX 63

CX NPS VOC Finance 63

Win the Customer

JULY 22, 2016

Refine the keyword to something more specific, such as “sixteenth century dolls in Ohio” and you’ll likely see an uptick in website visitors. The website likely won’t ever get to the front page of the search engines with that type of broad marketing. Difficult Navigation Schemes.

Social Media 75

Social Media Construction Engineering Technology 75

Customer Bliss

NOVEMBER 30, 2016

Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. DESIGNING FOR CUSTOMER DELIGHT. SURPRISE AND DELIGHT.

Engineering 88

Engineering Start-ups Innovation Customer Experience 88

CX Journey

AUGUST 29, 2017

The Ohio Manufacturing Institute recognizes five major stakeholders in organizations. In order of importance they are: customers, owners, managers, employees, and community. Without products, and customers who buy them, there is no company. But that's not the topic of this post.

Manufacturing 64

Manufacturing Customer Loyalty Start-ups Customer Satisfaction 64

CX Journey

DECEMBER 16, 2014

Want to know the secret to customer retention? I grew up on a farm in Ohio and, as a young girl, had many horses over the years. said they stopped doing business with a company due to poor customer experience. Know your customers. Remember that the employee experience drives the customer experience.

Customer Retention 83

Customer Retention Customer Acquisition Sales Omnichannel 83

Steven Van Belleghem

MAY 12, 2020

They launched this project in the state of Ohio. When schools were closed, many children were suffering from poverty and lack of food. Panera started a partnership with USDA, where they pledged to serve freshly prepared meals to children. The third group are families. Many families have financial issues due to job and income loss.

E-commerce 52

E-commerce Healthcare Start-ups Government 52

The DiJulius Group

MARCH 6, 2019

Announcing the Speaker Lineup For The 2019 Customer Service Revolution! We are so excited to announce the incredible lineup for the 2019 Customer Service Revolution happening on September 11-12 in Cleveland, Ohio. The post Announcing the Speaker Lineup For The 2019 Customer Service Revolution! Read Full Article.

Customer Service 12

Customer Service Customer Experience 12

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. SOCAP Ohio Chapter – B2C Text Messaging Summit April 5, Columbus, OH. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51