The title of John Dijulius III’s latest book, The Relationship Economy: Building Stronger Customer Connections in the Digital Age, reflects its theme in the first three words of its title. Dijulius believes and makes a case for how establishing vibrant customer service for the consumer invariably predicates the success or failure of companies in our modern world. His extensive experience in the field as both a business owner in his own right, author, and consultant to some of the nation and world’s largest corporate entities further solidifies the credibility of his claims. His book provides detailed reinforcement and examination of his ideas in this area in helpful and comprehensive fashion without ever falling prey to excessive verbiage to make its point. It is Dijulius’ fifth book and further establishes him as one of the leading voices on this subject.
ABOUT THE BOOK: https://www.youtube.com/watch?v=zrgVopepaGI
I like the systematic way Dijulius structures the book. It is akin to his thinking on the subject of the evolving nature of customer service in the digital age insofar as it breaks down what each individual chapter hopes to accomplish and applies itself to reaching those goals in a step by step fashion. His vast experience with subject enables him to provide readers with appropriate historical context before he launches the book in earnest and discerning readers will recognize beginning the book on such a note is one of its core strengths. He is careful to provide ample support for his claims here and elsewhere; another of the book’s strongest attributes is the extensive research he uses to buttress his methodology and philosophies.
The book never runs on too long. He breaks it up into eleven individual chapters and an inclusive index; an index may seem like something difficult to screw up but anyone experienced reading non-fiction on various subjects can attest that some examples are half-baked at best. He documents the book’s reference materials in a meticulous notes section and each of the work’s eleven chapters ends with a “takeaways” section encapsulating the contents; he makes these additions only to reinforce the points made in each chapter rather than letting readers off the hook of actual needing to read the chapter. Those who rely on these sections alone will miss important details and nuance Dijulius weaves into the work.
This is his fifth book and reflective of the two decades plus experience he has running his own companies as well as acting as a consultant for corporations as varied as Lexus, The Ritz-Carlton, and Chick-fil-A, among others. Despite the reams of data he employs supporting his conclusions and arguments, The Relationship Economy: Building Stronger Customer Connections in the Digital Age never reads like a stiff academic work but, instead, as an impassioned treatise taking the vagaries of a changing landscape into account and making the future comprehensible for those on its front lines. John Dijulius III has his finger on the pulse of a transformational moment in our societal history and explores how businesses can respond to this moment with urgency and immense intelligence.