196: Navigating Price vs. Quality in Service

Customer Service Revolution

Content provided by John DiJulius and John Dijulius. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John DiJulius and John Dijulius or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

3M ago 32:24

MP4•Episode home

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate how customer service can make or break a brand. The conversation highlights the significance of making customers feel important and the impact of training and culture on employee performance.

Takeaways

Elective medical services prioritize patient experience due to competition on value.
Competing on price can lead to poor customer outcomes, especially in critical services.
Spirit Airlines poor customer service practices.
Southwest Airlines maintains a strong service culture despite industry challenges.
Starbucks has faced challenges in maintaining its customer experience focus post-pandemic.
Speed of service should not compromise the quality of customer interactions.
Creating a culture of service excellence can dramatically improve customer experience.
Every customer interaction is an opportunity to seize the moment and enhance experience.
Personalization in communication is key to customer satisfaction.
Listening with your eyes and making customers feel important is essential for service excellence.

Follow John on Facebook: https://www.facebook.com/thedijuliusgroup/

LinkedIn: https://www.linkedin.com/company/the-dijulius-group/

YouTube: https://www.youtube.com/@dijuliusgroup

Instagram: https://www.instagram.com/johnrobertdijulius/

Subscribe to The DiJulius Group blog: tdg.click/eservice

209 episodes

#MBA #Entrepreneur #Business #John DiJulius