The Relationship Economy written by John DiJulius is basically anyone’s go to guide for exceptional customer service, how to build successful relationships between employees and your customer base and so much more. It is a one stop shop for anyone looking to expand on their skills. I had the audiobook version of the book, so I have had a hard time finding exact page numbers. Instead, I will share the chapters that I find the quotes in (I am sorry!). “Today’s illiterate are those who have an inability to truly make a deep connection with others” (DiJulius, 2019, chapter 1).
Chapter 1 and most of the book highlights how increasingly important true human connection is in a world that is going digital. DiJulius argues that we are in a “digital disruption era” and that we are beginning to lose what makes us human, our connections. The Relationship Economy is defined as where relationships, connections and trust are the real currency, not price and features. Chapters 2 and 3 focus on how business and customer relationships have shifted and how we can bring humanity back into interactions. Traits such as authenticity, empathy, curiosity and genuine interest are critical for building true relationships and connections. These chapters are somewhat of a wake up call for those of us entering into customer focused careers. We need to not only serve our customers well, but connect with them.
Chapter 4 talks about how we are so indulged in our electronics, which is true now more than ever. Due to our reliance on technology, we need to emphasize our customer service and human connection in ways that are effective over digital means. This can be challenging, but these are skills that can be learned.
The rest of the chapters move from theory to practice. DiJulius stresses the importance of creating a company culture where people “feel proud to deliver extraordinary service” and understand their impact on others (DiJulius, 2019, chapter 11). As a Christian, I feel called to provide people with exceptional service, just as Christ did in so many different ways. One way that comes to mind is when Jesus washed the disciples’ feet in John 13. This was a shocking thing for the disciples, as they viewed Jesus as too holy to kneel and wash their feet. Foot washing represents true humility, service and love. This is how we as believers should treat everyone, but especially those we work with and for.
I thoroughly enjoyed The Relationship Economy book. It brought new perspectives to me that I never considered and convicted me multiple times in ways that I need to do better in my career and even in my daily life. I want to be a better employee and of stronger, more relational service to those who will be using my company. As I enter into a full-time social media agency in January, I am looking forward to putting the teachings of this book into practice. I know that it will make a huge difference to the influencers that I will be working with.
DiJulius, J. (2019). The relationship economy: Building strong customer connections in the digital age. Greenleaf Book Group Press.