Most companies get customer service all wrong. They make a big show of designing shiny apps, building amazing showrooms, and rolling out cutting edge products. But they forget to put a laser focus on who actually pays for all that—the customer! When you deepen your customer relationships and focus on creating a memorable experience, you can charge a premium price and retain clients for life.

“Technology is only 10% of the experience,” says customer service expert John DiJulius, while your person who delivers the service is the other 90%. “Technology can never build a rapport, show empathy, or make a brilliant comeback when we drop the ball, but you can,” he said.

Many businesses are trying to de-emphasize the importance of the employee and replace them with chat bots and AI. But that technology will never outperform a well-trained human who steps in when your customer needs personalized help.

In this presentation, recorded live at the 2019 CEO Coaching International Summit, John DiJulius explains how you can train your team to own every problem, make meaningful connections with every customer, and create a world-class customer experience that will drive BIG business.