I am thrilled to be delivering a keynote address and conducting an interactive workshop at this years’ ARCSI Conference. As I prepared for both the Keynote and breakout, I focused on trying to deliver the following takeaways for you and your teams.
First and foremost, what are one or two things that you can take a way from the meeting to make a positive impact immediately? We will talk about things like the negative cues. We all have things that appear negative to a customer, but they typically go unnoticed by our teams simply because “we have always done things this way”, or some other reason.
How can you better evaluate the service you are providing? Some organizations are great at this, while others are not sure where to begin. There are some systems that you can put into place that don’t cost a thing, and don’t require much work either.
Once you have decided to focus on the experience you are providing, how can you get buy-in from your team? How can you get all members of your organization understanding the importance of the service they are providing to your customer? This is not easy – it will take some work, and maybe some tough decisions along the way, but it is doable. We will discuss some of the methods we use to help teams feel a part of the process, increasing their level of buy-in along the way.
Finally, how is your internal culture? Do your managers and team-leads understand the importance of internal culture, and the impact that the experience that our employees receive has on the experience your customers receive? Chances are pretty good that they do not, especially if it is not something you are talking about on a regular basis. We will focus on some methods you can incorporate to increase morale and employee engagement.
Dave Murray is Senior Experience Consultant for The DiJulius Group. Dave joined the company after 20 years of experience in customer service, marketing, and sales, primarily in the sports and entertainment industry. Dave’s experience has varied from leading call centers and front-line team members, to working closely with key partners and stakeholders. A former client of The DiJulius Group, Dave has been working with the X-Commandments since the debut of “What’s The Secret” in 2008. Dave has been personally trained on the methodology created by John DiJulius, and uses it regularly with clients including Anytime Fitness, Carnival Cruise Lines, TravelCenters of America, and many more. As a Senior Customer Experience Consultant with The DiJulius Group, Dave leads clients in generating ideas, turning those ideas into systems, and then implementing and executing them enterprise wide.