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Episode Info: If you have ever wondered how there are so many brands that customers can’t live without? And if you’ve ever wondered how it’s possible to make price irrelevant? John DiJulius will show you how to do both. He is the authority on World-Class customer experience. He is an international consultant, keynote speaker, and bet-selling author of five customer service books. His newest book, The Relationship Economy – Building Stronger Customer Connections in The Digital Age (Greenleaf Books October 2019) could not be timelier in the world we are living in. John has worked with companies such as The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestlé, Marriott Hotels, PwC, Celebrity Cruises, Anytime Fitness, Progressive Insurance, Harley-Davidson, Chick-fil-A, and so many more.   John isn’t just talking about it, he lives it, as a very successful entrepreneur. He is the founder of three businesses: The DiJulius Group, an international customer service consulting firm, John Robert’s Spa, a chain of upscale salons in Northeast Ohio which has repeatedly been named one of the top 20 salons in America, and Believe in Dreams, a non profit that helps make dreams come true for deserving children.   John will demonstrate how you can make customer service your single biggest competitive advantage, become the brand customers cannot live without and make price irrelevant!   Questions   Your newest book, The Relationship Economy, focusing on building stronger connections. With so much things happening digitally, how are we really going to be able to tap into that connectivity with our clients? Could maybe just tell us two things that have really stood out to you over the years that really makes that connection human, that you don't feel like you're another transaction or just another button that's being pressed to have something completed. You touched on empathy and compassion; how do you teach someone empathy? Share with us maybe three actionable takeaways that our business owners and listeners of this podcast could take away from the book or even just your years of experience in the different businesses that you have formulated and been successful in that if they went ahead and employed those three tactics tomorrow, they would start to see some results. You've done a lot of research; you've written a lot of customer experience books. I want us to talk a little bit about the future. We are now at 20 years into the 21st century. So, next year we're going into 2020, where do you see customer service in another five years? What’s one thing that’s going on in your life right now that you’re really excited about – either something you’re working on to develop yourself or your people? Where can our listeners find you online? During times of adversity or challenge, is there a quote or saying that you like to draw on that kind of helps to keep you refocus or gets you back centered to be on that journey to accomplish your goal?   Highlights   John s...
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