The Customer Service Revolution by John R. Dijulius III

Product Details

About the Book

Customer service has become hip — and more and more smart leaders and management teams have started focusing on improving the experiences their companies deliver as a result. In The Customer Service Revolution, John R. DiJulius III points out how numerous companies have made customer service their biggest competitive advantage, dominating their industries and effectively making price irrelevant to customers who simply won't shop anywhere else.

Drawing on years of experience consulting with top customer service companies around the world, and on his own experience building John Robert's Spa into one of the top 20 salons in the United States, DiJulius shows readers exactly how to spark their own customer service revolution. The book covers topics including service aptitude — the trainable skill of anticipating customer needs before they're voiced — recognizing negative cues that erode customer trust, mapping a "day in the life" of a customer to spot friction points, crafting a customer service vision statement and a customer bill of rights, and building what DiJulius calls a "relationship economy" and "Department of Customer Defense" within an organization. Central to the book's argument is that how companies treat their employees directly shapes how those employees treat customers — a dynamic that, DiJulius contends, ultimately ripples outward into people's personal lives, their communities, and the world at large.

Critical and Reader Reception

Seth Godin, New York Times bestselling author of Linchpin, praised the book's central idea that "customer service is an investment, not an expense," calling it a big idea in service aptitude. Daniel H. Pink wrote that in a hyper-connected, hyper-informed world, the old rules of customer service no longer apply, and that DiJulius understands service comes from a happy heart — noting readers will learn not just about customer relations, but "how to be a better person." Reviewers have praised the book's real-life case studies and actionable advice, describing it as a practical guide for creating extraordinary customer experiences and a genuinely enthusiastic, vision-driven workforce.

Why Choose This Book?

• From a proven practitioner, not just a theorist: John DiJulius built John Robert's Spa into one of the top 20 salons in the U.S. before becoming a consultant.
• Endorsed by major business thought leaders: Praised by Seth Godin and Daniel H. Pink.
• Practical and structured: Covers concrete tools like a customer service vision statement, a customer bill of rights, and mapping the customer journey.
• Connects employee treatment to customer outcomes: Frames internal culture as the true foundation of excellent customer service.
• From an established customer service authority: DiJulius is founder of The DiJulius Group, a leading customer service consulting firm, and the Xperience Conference.

About the Author

John R. DiJulius III is a renowned customer service expert, speaker, and author with over twenty years of experience as owner of The DiJulius Group, a consulting firm dedicated to transforming organizations through exceptional service. He built his first business, John Robert's Spa, into one of the top 20 salons in the United States, and is also the founder of the Xperience Conference, a premier event focused on customer experience strategy. He is the author of several influential books, including The Employee Experience Revolution and The Service Culture Handbook.

Who Should Read This Book?

• Business owners and executives seeking to make customer service a competitive advantage
• Managers and team leaders responsible for training frontline customer-facing staff
• Entrepreneurs looking to build a customer-centric culture from the ground up
• Readers of customer experience and service culture literature
• Anyone interested in the connection between employee treatment and customer loyalty

Why Buy From Us?

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Order now and bring home The Customer Service Revolution — John DiJulius's practical, inspiring guide to making exceptional service your company's greatest competitive edge.