CHARLOTTE, N.C. – [Oct. 11, 2021] – The Charlotte-Mecklenburg Police Department (CMPD) has been named the 2021 Revolutionary Company of the Year by The DiJulius Group for its new commUNITY collaboration customer experience training and curriculum called CMPD Serves that launched in June.
"I am honored to accept this award on behalf of this amazing organization as it represents the hard work and dedication to constantly learning, evolving and improving and the dedication of our people to continue addressing how we treat each other as well as our residents, victims and suspects in this historically difficult time for policing," said CMPD Chief Johnny Jennings.
The DiJulius Group, a customer service training and consultancy out of Cleveland, Ohio, has worked with some of the top customer service brands in the world, such as The Ritz-Carlton, Celebrity Cruise Line, Starbucks, Chick-fil-A, and Lexus. Each year, at its annual Customer Service Revolution conference, one brand is recognized for disrupting its industry through revolutionizing the customer and employee experience it is delivering. The 2021 recipient was CMPD.
"Honestly, I never ever thought a government entity would win this award, let alone a police department," said John DiJulius, president of The DiJulius Group. "The award has typically gone to well-known companies in the hospitality industry. Similar to how the Heisman trophy typically goes to quarterbacks. However, no organization has been more deserving of this honor than CMPD. Police Chief Jennings' vision of what policing can be, should be, must be, is similar to how Walt Disney thought how amusement parks could be and Steve Jobs thought about computing. CMPD is the first police department in the entire world approaching policing this way. This is a game changer in one of the most highly scrutinized industries. They even have a Chief Experience Officer. One day in the future, it may be 20 years from now, this approach and customer service model will be the norm throughout police departments in the U.S. Why? Because the Charlotte-Mecklenburg Police Department was brave enough to challenge the status quo and do the unthinkable."
CMPD is the first law enforcement agency to develop and launch a strategic approach and formalized program as well as a curriculum and training around ways to improve audience engagement.
The DiJulius Group partnered with CMPD last fall 2020 to advise and guide the department through this process as well as lead workshops, dozens of discovery interviews across all ranks and positions, discussions, meetings and focus groups.
Some of the work CMPD developed for its curriculum includes modernized communication techniques between CMPD employees and its customers, the creation of "a day in the life" of a customer and employee videos, role playing and engagement scenarios.
Past winners of this award have been companies such as Chick-fil-A, Starbucks, Cameron Mitchell Restaurants, and Goodyear Tire.