By 2025, AI will power 95 percent of all customer interactions. But despite of this technological disruption my guest today argues that the most important part of a great ?customer experience is relationship building. John DiJulius is a sought-after authority on world-class customer experience, working with companies such as The Ritz-Carlton, Lexus, Starbucks, and Progressive Insurance. In his new book, The Relationship Economy: Building Stronger Customer Connections in the Digital he shows readers how to attain meaningful, lasting relationships with customers.
In this episode, we cover:
- 5:43 - Customer Experience vs Customer Service vs Customer Support
- 9:10 - Being the cheapest or the best
- 10:49 - Why companies are reallocating advertising and marketing dollars to customer experience
- 12:24 - Why micro-experiences are important for building customer loyalty
- 14:14 - Checklist Manifesto
- 14:55 - From automation to experiences
- 15:04 - Using AI for improving customer experience
- 18:52 - MSA (Mental Stimulation Addiction)
- 21:13 - From bored to brilliant
- 29:28 - Collecting people
Resources mentioned in this episode:
- thedijuliusgroup.com
- thedijuliusgroup.com/product/the-relationship-economy
- Tools:
FORD (Family, Occupation, Recreation, Dreams) - Book: From The Ground Up by Howard Schultz
- Album: Anything by The Beatles
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