Customer Service Revolution: Recent Episodes
John Dijulius
Customer service, done right, can be your company’s single, biggest, competitive advantage.
Join Customer Service Authority and best-selling author, John DiJulius, as he interviews leaders who are revolutionizing their industries. Hear their successes, and sometimes failures, that built best practices for exceeding expectations and gaining market share. Plus learn how these practices can be applied to your B2B or B2C business.
Each episode provides CEOs, CXOs, COOs, CMOs, CHROs and other customer experience leaders with actionable tips to create a culture that produces referrals, loyalty and rave reviews from employees and customers.
It’s not a podcast. It’s a movement. The Customer Service Revolution is a radical overthrow of conventional business mentality designed to transform what customers and employees experience.
If you’re a revolutionary customer service leader ready to stop competing on price and obsessed with building a brand that people cannot live without, and, this podcast is for you!
Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative 'Moments Matter' initiative. They discuss the framework's three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in client and teammate experiences. Victor shares insights on the ambassador program, the importance of emotional connections with clients, and how the initiative has become a competitive advantage for KeyBank. The conversation emphasizes the ongoing commitment to improvement and the daily efforts required to maintain high standards in customer service.
Takeaways * Victor Aranda leads the 'Moments Matter' initiative at KeyBank. * The initiative focuses on client and teammate experience. * KeyBank's NPS score increased from 57 to 85 in four years. * An ambassador program was created to empower leaders across the organization. * Sustaining momentum is crucial for long-term success. * Emotional connections with clients lead to increased loyalty. * The initiative is embedded in onboarding and daily operations. * Inconsistency in service is a major challenge to overcome. * Continuous improvement is a core value at KeyBank. * Celebrating small wins helps maintain motivation and focus.
Chapters 00:00Introduction to Moments Matter 02:09Understanding the Moments Matter Framework 05:06Success Metrics and NPS Growth 09:41Implementation Strategies and Ambassador Program 17:35Sustaining Momentum and Consistency 26:10Creating a Competitive Advantage 30:31Emotional Connections and Client Experience 34:45The Daily Commitment to Improvement Links KeyBank
Connect with Vistor Aranda
Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
Interview Questions: https://thedijuliusgroup.com/resources/
The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/
Experience Revolution Membership: https://thedijuliusgroup.com/membership/
Schedule a Complimentary Call with one of our advisors: tdg.click/claudia
Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/
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Summary
In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical importance of human experience in business, emphasizing that while technology can enhance service, it cannot replace the unique value of personal interactions. He introduces the concept of URX (You Are the Experience) and highlights the decline of people skills across generations, particularly among younger employees who are often 'relationship disadvantaged' due to their upbringing in a digital world. DiJulius advocates for businesses to prioritize training in connection skills and to foster a culture that values meaningful relationships, both internally among employees and externally with customers. In this episode, John DiJulius III and Denise Thompson explore the importance of curiosity in conversations, the significance of personal touches in business relationships, and the philosophy of pursuing greatness. They discuss how focusing on others, listening actively, and finding gifts in every interaction can lead to stronger connections and greater success in both personal and professional realms.
Takeaways
- URX stands for 'You Are the Experience' and emphasizes the importance of employee engagement.
- Technology is easily replicable, but the human experience is unique to each business.
- Companies must prioritize training in people skills for all generations.
- Younger generations are often 'relationship disadvantaged' due to technology.
- In-person interactions are crucial for developing people skills.
- Loneliness affects all generations, not just the young.
- Social media contributes to a decline in real-life social skills.
- Employers play a key role in teaching connection skills to employees.
- The Ford method (Family, Occupation, Recreation, Dreams) helps build rapport.
- Making meaningful connections can significantly impact personal and professional lives. Focus on the other person to build rapport.
- Curiosity is key in conversations.
- Listening is more important than talking.
- Personal touches can enhance business relationships.
- Gifts in conversations can strengthen connections.
- Pay attention to details shared by others.
- Interrupting can hinder effective communication.
- Avoid stealing someone's thunder in conversations.
- Pursuing greatness requires more than just doing your best.
- Achieving greatness is a continuous journey.
Chapters
00:00The Importance of Experience in Business 04:07Building Relationships in the Workplace 09:52The Impact of Technology on People Skills 15:02Teaching Connection Skills in the Workplace 27:35The Journey to Career Choices 30:55The Art of Curiosity in Conversations 34:52Incorporating Personal Touch in Business 38:19Finding Gifts in Every Conversation 42:13The Philosophy of Pursuing Greatness Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
Interview Questions: https://thedijuliusgroup.com/resources/
The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/
Experience Revolution Membership: https://thedijuliusgroup.com/membership/
Schedule a Complimentary Call with one of our advisors: tdg.click/claudia
Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/
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Summary
In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson discuss the importance of transforming negative experiences into positive ones in customer service. They explore the concept of the Customer Bill of Rights, emphasizing the significance of consistency in service delivery. The conversation delves into the 'nevers and always' framework, which helps businesses establish clear expectations for customer interactions. John shares practical examples and insights on how to implement these principles effectively to enhance customer satisfaction and loyalty. In this conversation, John DiJulius III and Denise Thompson discuss the critical aspects of customer service, emphasizing the importance of consistency, transparency, and professionalism in interactions. They explore how to effectively roll out service standards, maintain awareness among employees, and create a positive work environment. The discussion also touches on the significance of living an extraordinary life and how personal habits impact professional responsibilities.
Takeaways
- Turning a negative into a positive is crucial for customer experience.
- Inconsistency is the enemy of great customer service.
- The Customer Bill of Rights outlines what businesses should never or always do.
- Nevers and always help reduce employee and location roulette.
- Customer experiences should not depend on which employee a customer interacts with.
- Oversharing can negatively impact customer perceptions.
- Employees must remember they are always 'on stage' when interacting with customers.
- Clear communication is essential to avoid misunderstandings in service expectations.
- Businesses should focus on what they can do for customers, not what they can't.
- Creating a positive customer experience requires a commitment to service excellence. Consistency in customer interactions is crucial for service excellence.
- Transparency in communication fosters trust with customers.
- Establishing clear professional standards helps employees understand expectations.
- Mastering the basics of customer service can significantly improve experiences.
- Rolling out service standards requires context and engagement from employees.
- Maintaining awareness of service standards is essential for long-term success.
- Creating a fun work environment encourages adherence to service standards.
- Living an extraordinary life impacts not only personal well-being but also professional responsibilities.
- Habits play a significant role in shaping our actions and outcomes.
- Engaging employees in the training process enhances retention of service standards.
Chapters
00:00Introduction and Personal Updates 02:06Turning Negatives into Positives in Customer Experience 10:07Understanding the Customer Bill of Rights 17:47Implementing Nevers and Always in Customer Service 25:33The Importance of Consistency in Customer Interaction 28:10Transparency and Communication in Service 29:05Establishing Professional Standards 30:36The Power of Basics in Customer Service 32:21Rolling Out Service Standards Effectively 35:51Maintaining Awareness of Service Standards 39:50Creating a Fun and Engaging Work Environment 42:49Living an Extraordinary Life and Its Impact Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/
Interview Questions: https://thedijuliusgroup.com/resources/
The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/
Experience Revolution Membership: https://thedijuliusgroup.com/membership/
Schedule a Complimentary Call with one of our advisors: tdg.click/claudia
Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/
Summary
In this episode Chief Revolution Officer John DiJulius talks to Kevin Sloan, Executive Vice President, Head of Retail Banking,for KeyCorp. As Head of Retail Banking, Kevin Sloan leads the execution of KeyBank’s retail relationship growth strategy centered on helping clients and communities thrive. His responsibilities include leading 5,500 teammates across Key’s 950 branch offices, its Business Performance, Support & Enablement team, and its Client & Teammate Experience team. He is also a member of KeyCorp’s Executive Council.
Takeaways
- Why KeyBank focused on the client experience
- What did Key do to transform their client experience
- What was the return on investment for Key
- How did Key keep the client experience momentum going years after
Chapters:
00:00Celebrating 200 Years of KeyBank 02:50The Journey to Client Experience Excellence 06:12Moments Matter: A Framework for Success 09:04Recruitment and Retention Strategies 11:46Measuring Success: KPIs and Results 15:02Consistency in Customer Experience 17:46Building a Culture of Recognition 21:08Challenges of Maintaining Momentum 23:56Connecting Purpose with Client Experience 26:53The Importance of Emotional Connection 30:12Sustaining Momentum in Client Experience 33:05Collecting and Sharing Moments That Matter 35:59The Power of Small Gestures 38:48Conclusion and Reflections Links
Connect with Kevin Sloan
Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/
Interview Questions: https://thedijuliusgroup.com/resources/
The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/
Experience Revolution Membership: https://thedijuliusgroup.com/membership/
Schedule a Complimentary Call with one of our advisors: tdg.click/claudia
Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/
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Summary
IIn this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of 'Secret Service' that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution of customer service terminology. The conversation also highlights memorable customer service experiences and the impact of community in customer relationships.
Takeaways
- Personalization in customer interactions is crucial.
- Utilizing CRM systems can enhance customer relationships.
- Listening to customers can reveal valuable insights.
- Sending personalized follow-ups shows genuine care.
- The 'Ford' method helps in remembering client details.
- Creating a community around your service fosters loyalty.
- The evolution of customer service terminology reflects industry growth.
- Memorable experiences can significantly impact customer loyalty.
- Secret Service techniques can differentiate your business.
Chapters
00:00Welcome and Introduction to Customer Experience 01:11Building Personal Connections with Clients 05:21Understanding Client Goals and Interests 09:41The Importance of Data Entry and CRM Systems 14:14Creating a Community Through Customer Relationships 21:49The Evolution of Secret Service to Customer Service Revolution Links
Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/
Interview Questions: https://thedijuliusgroup.com/resources/
The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/
Experience Revolution Membership: https://thedijuliusgroup.com/membership/
Schedule a Complimentary Call with one of our advisors: tdg.click/claudia
Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/
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We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
Summary
In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of customer experience, particularly in the context of the Customer Experience Executive Academy. They explore how businesses can navigate economic uncertainty by focusing on enhancing customer experiences. John shares insights on the concept of 'Secret Service' in customer service, emphasizing the need for personalized interactions and systems that recognize customer loyalty. The conversation also touches on the role of AI in improving customer service and the importance of creating a memorable experience for every customer. In this conversation, John and Denise explore the importance of building personal connections with clients through effective communication and understanding their goals. They discuss the significance of utilizing CRM systems to track client information and the role of team collaboration in enhancing customer experiences. The discussion also highlights the evolution of the Secret Service concept into a broader Customer Service Revolution, emphasizing the need for businesses to create communities and foster relationships with their clients.
Takeaways
The Customer Experience Executive Academy fosters a strong community among leaders. Doubling down on customer experience is crucial during economic uncertainty. Secret Service is about making customers feel recognized and valued. Visual triggers can enhance customer recognition in service industries. Personalized service is key to creating unforgettable experiences. AI can assist in providing personalized customer interactions. Understanding customer journeys is essential for effective service delivery. Different industries can adapt Secret Service principles to their context. Customer loyalty can be enhanced through effective database management. Building personal connections enhances client relationships. Utilizing AI can help in remembering client details. Understanding client goals is crucial for personalized service. Data entry in CRM systems is essential for effective communication. Creating a community around clients fosters loyalty. Secret Service techniques can differentiate businesses. Employees benefit from making clients feel valued. Regular updates in CRM systems improve service quality. Team collaboration enhances customer experience. The evolution from Secret Service to Customer Service Revolution reflects changing business needs.
Chapters
00:00 Welcome and Introduction to Customer Experience 02:59 The Customer Experience Executive Academy 05:50 Navigating Economic Uncertainty in Customer Experience 08:55 Understanding Secret Service in Customer Experience 11:54 Implementing Secret Service Systems 14:56 Adapting Secret Service Across Industries 18:11 Utilizing Databases for Personalized Service 21:04 The Role of AI in Enhancing Customer Experience 29:16 Building Personal Connections with Clients 35:04 Understanding Client Goals and Interests 40:09 The Importance of Data Entry and CRM Systems 45:31 Creating a Community Through Customer Relationships 54:26 The Evolution of Secret Service to Customer Service Revolution
Links
Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/
Interview Questions: https://thedijuliusgroup.com/resources/
The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/
Experience Revolution Membership: https://thedijuliusgroup.com/membership/
Schedule a Complimentary Call with one of our advisors: tdg.click/claudia
Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/
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Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically successful brands like Starbucks and Southwest Airlines, which have recently struggled. They emphasize the need for businesses to understand their customers' perspectives and the value of mystery shopping to gain insights. The episode concludes with a discussion on the pursuit of greatness in business and the commitment required to achieve it. Takeways * Bankruptcy often affects companies with poor customer service. * The experience gap leads to customer dissatisfaction. * Customers are revolting against companies that fail to deliver value. * Amazon excels in convenience and customer experience. * Great customer experience is not guaranteed; companies must stay vigilant. * Mystery shopping can provide valuable insights into customer experience. * Understanding the customer's viewpoint is crucial for businesses. * Pursuing greatness requires commitment and effort. * Most people are not willing to do what it takes to be great. * Greatness is a choice, not a given.
Chapters
00:00Bankruptcy and Customer Service Failures 03:00The Experience Gap and Customer Revolt 06:01The Importance of Customer Experience 09:01Internal and External Customer Experience 11:57Mystery Shopping and Customer Insights 14:47Pursuit of Greatness in Business 18:14Choosing Greatness and Its Challenges Links
Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It
Customer Experience Executive Academy
Employee Experience Executive Academy
Interview Questions
The DiJulius Group Methdology
Livestream Workshops
Schedule a Complimentary Call with one of our advisors
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We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
Summary In this conversation, Dr. David Horsager, a leading authority on trust, discusses the critical role of trust in leadership and business. He emphasizes that trust is not just a soft skill but a fundamental component that affects the bottom line. The discussion covers the historical context of trust, the shift towards personal trust in the digital age, and practical tools for measuring and building trust within organizations. Dr. Horsager introduces the eight pillars of trust and highlights the importance of clarity and humility in fostering trust. The conversation concludes with actionable insights for leaders to enhance trust in their teams and organizations. takeaways * Trust is a timeless and essential element in business. * A lack of trust can be a significant expense for organizations. * Trust has shifted from institutional to personal in nature. * Measuring trust is crucial for understanding organizational gaps. * Clarity is the foundation for building trust. * The eight pillars of trust include clarity, compassion, character, commitment, competence, connection, contribution, and consistency. * Effective communication is key to establishing trust. * Humility plays a vital role in being perceived as trustworthy. * Leaders should promise less and focus on delivering what they commit to. * Building trust requires actionable tools and frameworks.
Chapters
00:00Introduction to Trust and Leadership 02:03The Importance of Trust in Business 05:58Historical Context of Trust 10:06The Shift to Personal Trust 12:01Measuring Trust in Organizations 14:03Building Trust: The Eight Pillars 18:03Clarity as a Foundation for Trust 21:46Practical Tools for Trust Building 25:54The Role of Humility in Trust 30:11Conclusion and Key Takeaways
Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on employee experience and customer experience as key components of business strategy during challenging times. Takeaways * Staff are nervous during economic downturns; leaders must provide certainty. * Over-communication is essential to alleviate employee fears. * Revisit core values and mission to guide the team. * Create a clear, definable goal line for the team. * Focus on employee experience to retain talent. * Team camaraderie is crucial during tough times. * Small team-building activities can boost morale. * Avoid doom-scrolling; focus on positive news. * Marketing budgets can be reduced if experiences are prioritized. * Prepare now for future challenges to recession-proof the business.
Chapters
00:00Navigating Staff Uncertainty During Economic Downturns 04:06The Importance of Transparency and Communication 07:01Fostering Team Camaraderie and Morale 09:57Creating a Positive Work Environment Amidst Challenges Links
Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It
Customer Experience Executive Academy
Employee Experience Executive Academy
Interview Questions
The DiJulius Group Methdology
Livestream Workshops
Schedule a Complimentary Call with one of our advisors
Subscribe
We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect customer experience often face dire consequences. John emphasizes the need for a Return on Experience (ROX) dashboard to track customer satisfaction and complaints. They also explore common mistakes CEOs make, such as failing to prioritize customer and employee experience training. The conversation highlights the significance of hiring for service aptitude and creating a customer-centric culture through effective training and onboarding. John stresses the importance of executive sponsorship in driving customer experience initiatives and shares insights on how to implement change within organizations.
takeaways
- Customer service is crucial, especially in a weak economy.
- Sales figures can be misleading indicators of customer satisfaction.
- Creating a ROX dashboard can help track customer experience metrics.
- CEOs often neglect the importance of customer experience training.
- Service aptitude is essential for employees in customer-facing roles.
- Training should focus on empathy and understanding customer needs.
- Executive sponsorship is vital for successful customer experience initiatives.
- Hiring for service aptitude can improve customer interactions.
- Implementing a customer experience action statement is a key step in enhancing service.
00:00 Celebrating 200 Episodes 02:15 Customer Service in a Weak Economy 08:08 Indicators of Failing Customer Service 15:29 Training for Service Aptitude 22:29 Hiring for Customer Experience 29:15 Creating a Customer Experience Action Statement
Links:
ROX Dashboard Blog
Return on Experience Dashboard Download
Relationship Disadvantaged Blog
Customer Experience Executive Academy
Employee Experience Executive Academy
Interview Questions
The DiJulius Group Methdology
Livestream Workshops
Schedule a Complimentary Call with one of our advisors
summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies for training staff, handling customer complaints, and the significance of service recovery in building customer loyalty. takeaways * Zero risk means making it easy for customers to do business. * Companies can screw up but must make it right. * Anticipating where service failures occur is crucial. * Empowering employees leads to better customer satisfaction. * Training should focus on common service failure points. * Listening to customers is key to resolving complaints. * Service recovery can enhance customer loyalty. * Celebrating employee successes in customer service is important. * Feedback from customers should be documented and analyzed. * Understanding customer needs goes beyond their literal questions.
Chapters
00:00Introduction to Customer Service Excellence 02:15Understanding Zero Risk Companies 05:51Identifying Common Service Failures 12:21Empowering Employees for Customer Satisfaction 16:03Implementing Effective Recovery Strategies 21:44Learning from Customer Feedback and Complaints Links:
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https://thedijuliusgroup.com/project/cx-executive-academy/
Employee Experience Executive Academy
https://thedijuliusgroup.com/project/exea/
Our new best-selling book, The Employee Experience Revolution
https://thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale/
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John DiJulius is considered "The Authority" on customer experience. His keynote presentations have motivated and inspired audiences from Entrepreneurs Organization, YPO, Nestle and Marriott to Chick-Fil-A and many more. His real life stories are lessons long remembered by attendees. Learn more about John and how to book him for your next event at: https://johndijulius.com/
The DiJulius Group provides Customer Service content, education, consulting, and training, to ensure our clients become the brand their customers and employees cannot live without. If you want happy employees, happy customers and happy shareholders, connect with us:
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summary
In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys. DiJulius also highlights the significance of investing in employee development, creating a culture of accountability, and understanding the dynamics of employee turnover. The conversation touches on innovative training approaches and the impact of generational differences in the workplace, ultimately advocating for a holistic view of employee experience.
takeaways
- Outspoken employees can provide valuable feedback.
- Complaining customers act as free consultants.
- Employee engagement surveys must be acted upon.
- A strong company culture reduces turnover.
- Investing in employees leads to better performance.
- Caring for employees enhances retention.
- The Disney boss concept highlights superficial engagement.
- Emotional intelligence is crucial in leadership.
- New employees often feel lost and unsupported.
- Understanding turnover helps improve hiring practices.
Summary:
In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers. The conversation also covers the effective use of slides and the significance of storytelling in making presentations memorable. In this conversation, John DiJulius and Denise Thompson explore the art of storytelling in presentations, emphasizing its importance in engaging audiences. They discuss the elements of effective storytelling, including the roles of villains, victims, and heroes, and how these components can transform a presentation. DiJulius shares insights on overcoming the fear of public speaking and the significance of preparation and practice. The discussion also highlights the value of presentation skills training and how it can lead to significant improvements in one's speaking abilities.
Takeaways:
- The energy and engagement of the audience enhance the presentation.
- Icebreakers are crucial for capturing audience attention.
- Structuring a presentation into five key elements improves effectiveness.
- Customization of presentations is essential for audience relevance.
- Effective presentations require significant preparation time.
- Storytelling is a powerful tool for memorable presentations.
- Visuals should enhance the message, not distract from it.
- The opening and closing of a presentation are critical for impact.
- Great speakers often use personal stories to connect with the audience.
- Audience engagement is key to a successful presentation. Storytelling is essential for effective presentations.
- Data alone is not enough; stories make the content memorable.
- Every great story has a villain, victim, and hero.
- Preparation is key to overcoming public speaking fear.
- Practice presenting regularly to build confidence.
- Feedback from peers is crucial for improvement.
- Engaging presentations require a strong opening and closing.
- Understanding your audience enhances presentation effectiveness.
- Transformative training can significantly improve presentation skills.
- The best speakers often repeat and pause for emphasis.
Chapters:
00:00Introduction to the Customer Service Revolution Podcast 01:57The Art of Engaging Presentations 05:01The Importance of Icebreakers 08:09Structuring a Presentation for Impact 10:13Customization in Presentations 13:04Advice for Aspiring Speakers 18:56Effective Use of Slides in Presentations 23:55The Power of Storytelling in Presentations 29:27Crafting Compelling Narratives: Villains, Victims, and Heroes 38:45Overcoming the Fear of Public Speaking 46:17Transformative Presentation Skills Training
In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate how customer service can make or break a brand. The conversation highlights the significance of making customers feel important and the impact of training and culture on employee performance.
Takeaways
- Elective medical services prioritize patient experience due to competition on value.
- Competing on price can lead to poor customer outcomes, especially in critical services.
- Spirit Airlines poor customer service practices.
- Southwest Airlines maintains a strong service culture despite industry challenges.
- Starbucks has faced challenges in maintaining its customer experience focus post-pandemic.
- Speed of service should not compromise the quality of customer interactions.
- Creating a culture of service excellence can dramatically improve customer experience.
- Every customer interaction is an opportunity to seize the moment and enhance experience.
- Personalization in communication is key to customer satisfaction.
- Listening with your eyes and making customers feel important is essential for service excellence.
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Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of creating consistency in customer service across multiple locations. They explore the challenges businesses face when scaling, the six components of customer experience, and the significance of proof of concept in training. The conversation emphasizes the need for daily habits, technology's role in enhancing customer experience, and strategies for engaging remote teams. They also touch on the importance of continuous improvement and feedback in maintaining high standards of service. Takeaways * Creating consistency is crucial when scaling a business. * Rapid growth can compromise customer experience. * Buttoning up systems is essential for success. * Proof of concept helps identify mistakes before a full rollout. * Training should be practical and prescriptive. * Daily habits keep customer experience top of mind. * Engaging remote teams requires innovative communication strategies. * Technology can enhance personalization in customer service. * Continuous feedback is necessary for improvement. * Regular training and updates are vital for all employees.
Chapters
00:00Creating Consistency Across Multiple Locations 03:08The Six Components of Customer Experience 05:54Proof of Concept and Training Rollout 09:00Sustaining Customer Experience Training 12:05Daily Habits for Customer Experience 15:05Engaging Remote Teams 18:05Technology's Role in Customer Experience 20:47Continuous Improvement and Feedback 24:03Final Thoughts and Resources Links:
2025 Livestream Workshops, Register now!
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Schedule a call to learn more about The DiJulius Group Consulting and Training
Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer service. DiJulius advocates for comprehensive training that balances operational skills with soft skills to enhance service aptitude across all levels of an organization. Takeaways: * Customers are paying for their own experience, not the employees'. * Employee mindset directly impacts customer experience. * Leaders should not blame younger generations for work ethic issues. * Service aptitude is crucial for exceeding customer expectations. * Training should focus more on soft skills than just operational processes. * Previous life experiences shape service aptitude significantly. * Current work experiences are essential for developing service aptitude. * Companies must invest in customer experience training. * Removing personal interpretations is key to consistent service. * Leadership is responsible for cultivating high service aptitude.
Links:
2025 Livestream Workshops, Register now!
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss the evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today's workforce. John shares insights from his journey in building The DiJulius Group and emphasizes the significance of investing in employee development to foster a strong community and culture. The conversation also touches on the emotional resilience required for entrepreneurship and the challenges faced by younger generations in the workforce. Takeaways:
- The DiJulius Group was founded on the principles of customer service.
- Leadership development is crucial for maintaining a strong team.
- Empathy is a learned skill that can be taught.
- Investing in employee development leads to better retention and satisfaction.
- Community building is essential for a successful business.
- The challenges of entrepreneurship require emotional resilience.
- Younger generations face unique challenges in developing people skills.
- Training and development should extend beyond the first six months of employment.
- Creating a culture of recognition enhances employee engagement.
- The future of work will require adaptability and continuous learning.
Chapters: 00:00The Evolution of the DiJulius Group 01:21Systemizing Customer Service 06:03Building a Consistent Customer Experience 09:34Leadership Development in the Salon Industry 15:11Creating Opportunities and Community 17:15Investing in Employee Well-being 22:24Navigating Uncertainty in Entrepreneurship 26:44Developing Emotional Resilience in the Workforce 33:33Empathy and Communication Skills for Gen Z 35:35The Evolution of Leadership and Business Strategy Links:
2025 Livestream Workshops, Register now!
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
The Soul of a Startup
Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Summary: In this episode, Denise and John discuss John's journey from being an employee at UPS to becoming a successful entrepreneur in the beauty industry. They explore the challenges faced in starting a salon, the importance of customer service, and how John's experiences led him to become a sought-after speaker and consultant. The conversation highlights the evolution of The DiJulius Group and the lessons learned along the way. Takeaways: * John always had an entrepreneurial spirit. * Their salon was created to improve the industry. * Customer service was the key differentiator. * Hiring inexperienced staff was a bold strategy. * Transitioning to speaking was unexpected but rewarding. * The importance of mentorship and learning from others. * Building a strong company culture is essential. * How The DiJulius Group evolved from speaking to consulting. * Lessons learned shaped future business strategies.
Chapters: 00:00Welcome and Listener Appreciation 01:49John's Entrepreneurial Spirit and Early Career 05:35The Journey to Opening a Salon 11:09Customer and Employee Experience Focus 15:34Hiring and Training Strategies 21:22Transitioning from Salon Owner to Speaker 29:24The Evolution of the DeJulius Group Links:
2025 Livestream Workshops, Register now!
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
The Soul of a Startup
Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
This week, John sits down with his managing partner, Denise Thompson, to discuss her evolution at The DiJulius Group, and what advice she has those who work alongside entrepreneurs.
In this episode, we focus on rolling new content out to staff, and our guest is Brenda Larson is the Manager of Learning and Organizational Development for The Community Blood Center. The Community Blood Center is a blood donation center based in Appleton, WI, serving over 40 hospitals and holding over 100 blood drives monthly. With over 200 employees working across multiple locations and shifts, rolling out new content to the entire team was a challenge!
Brenda discusses how she created a 90-minute training/overview that she conducted over 39 sessions to ensure all team members learned and understood the new content. She also discusses the pros and cons of holding multiple sessions, with an emphasis on the many pros she realized from this effort.
Links: The Customer Service Revolution Podcast https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
The DiJulius Group https://thedijuliusgroup.com/
Leading the Revolution Livestream Workshops https://thedijuliusgroup.com/livestream-2025/
Customer Experience Executive Academy https://thedijuliusgroup.com/project/cx-executive-academy/
Employee Experience Executive Academy https://thedijuliusgroup.com/project/exea/
Order our best-selling books on the customer & employee experience https://thedijuliusgroup.com/shop/
Register for our 2025 Livestream Workshops! https://thedijuliusgroup.com/livestream-2025/
How to build your Personal Brand
Chief Revolution Officer, John DiJulius sits down with Rory Vaden, who is the New York Times bestselling author of Take the Stairs. His insights have been featured in the Wall Street Journal, Forbes, CNN, Entrepreneur, Inc, on Fox News national television and in several other major media outlets. As a world-renowned speaker, His Tedx talk has been viewed over 2 million times, he is a 2x World Champion of Public Speaking Finalist and he was recently named as one of the top 100 leadership speakers in the world by Inc Magazine. He is also the Co-Founder of Brand Builders Group where he teaches people to build and monetize a rock solid reputation™.
Learn:
· What is a personal brand?
· How a personal brand applies to experts, entrepreneurs, & executives.
· What the three E’s of content creation are.
· The best ways to build your credibility in your area of expertise.
· Is it better to be a generalist or specialist?
Links
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Order our best-selling books on the customer & employee experience
Register for our 2025 Livestream Workshops!
Learn more about Rory Vaden & Brand Builders
This week's guest host is Dave Murray.
The DiJulius Group’s Vice President of Consulting and co-author of The Employee Experience Revolution, Dave is a master at helping companies create real change that sticks. He excels at communication and easily bridges the gap between your corporate leaders and front-line team members. His passion for building ideal environments can lead your team -as it has his previous clients- toward attaining award-winning customer satisfaction, best place to work achievements and record-breaking profits. He has over 30 years of experience in customer service. His background in the sports and entertainment industry gives him an uncommon understanding of marketplace competition and high expectations. Unflappable and highly respected, Dave Murray is one of today’s leading customer experience strategists.
This episode was recorded from a webinar.
Learn:
Identify and eliminate the biggest risk factors in your service. * Negative Cues: Spot and remove cues that create negative perceptions of your brand. * Service Defects: Fix the most common places where your company drops the ball. * Recovery Systems: Develop recovery processes to handle inevitable service breakdowns, ensuring your customers leave satisfied even when things go wrong. * Consistent Complaints Handling: Equip your team with the tools to manage difficult customer interactions smoothly and confidently. * Never & Always: Define your non-negotiable service standards. This leads to eliminating service defects, ensuring your customers know what to expect every time, and building trust with consistent delivery.
Links:
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
The DiJulius Group Chief Revolution Officer John DiJulius talks with Leslie Shreve Founder and CEO Productive Day® Workload Management and Productivity Expert, Creator of Taskology® The Science of Getting Things Done.
Leslie shows executives how to increase efficiency and productivity by up to 300% in as little as 4 weeks, gain 1-2 hours back in their workday—EVERY day, spend up to 50% LESS time in their email Inbox, and make more powerful progress—WITHOUT working nights and weekends.
Learn:
- What’s missing from today’s typical workday strategy and why it will make or break your productivity.
- How to gain 1-2 hours BACK in your workday—EVERY day—so you can use it more effectively.
- How to get more accomplished in less time with less stress—no matter how busy you are.
- How to plan, prioritize, and accomplish tasks faster and easier—without missing, losing, or forgetting anything.
- The 3 unsuspecting places where time is hiding in the workday and how to get it back.
- How to get to ZERO in the Inbox and spend up to 50% LESS time on email every day.
- Why the latest tips, tools, tactics, short cuts, apps, and hacks are holding you back—and what to do about it.
Links:
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Productiveday.com
Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Chief Revolution Officer John DiJulius discusses how today customers are suffering from survey fatigue. There may be better ways to measure your customer satisfaction than surveys. John shares the best KPI’s and how every business should have an ROX (Return on eXperience)Dashboard.
Learn:
- What’s wrong with customer surveys
- Why customer surveys are not the most important thing a company should be measuring
- What are the top CX metrics you should measure and hold everyone accountable for
- How to create a ROX (Return on Experience) Dashboard
- When to use customer surveys
Links:
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Today’s episode is from a live Q&A with The DiJulius Group Chief Revolution Officer John DiJulius, during which he answered questions from business leaders on how to be more effective leaders.
Links:
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
The DiJulius Group Chief Revolution Officer John DiJulius talks with Dr. Nathan Unruh. Dr. Nathan Unruh is a visionary leader and successful entrepreneur dedicated to enhancing people’s lives. With decades of experience in the chiropractic field, he has expanded his reach to start a diverse range of businesses. He is a respected author, coach, speaker, and consultant. He is known for his unique perspective and innovative approach to business.
Learn:
· What are the core elements of a successful professional development system, and how do they directly influence a company’s employee engagement and employee retention?
· What common mistakes do organizations make when it comes to people development, and how can they avoid these pitfalls?
· How does investing in the growth of employees translate into tangible benefits for customer relationships and loyalty?
Links
Fivefourtraining.com
Drnathanunruh.com
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
In this episode, John welcomes NIP & RITA SINGH, founders of S&A Consulting Group, a global resource management consulting company, and most recently, best-selling authors of a brand new book, Be A Warrior In Business: How To Develop Resilient Organizations and Teams
Learn:
- What it means to “Be A Warrior In Business”
- Who should read this book
- What are the key attributes of this book- “Be A Warrior in Business” that make it stand out from everything else that is out there
-
Real-life experiences of Warriors in Business
Links
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Be A Warrior In Business: How To Develop Resilient Organizations and Teams
https://sa-consultinggroup.com/
Creating Your Customer Experience Action Statement Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to create your organization's customer experience action statement (CXAS). Every great customer service company has a defined CXAS that is the NorthStar for what every customer-facing employee should intentionally try to achieve every time they interact with a customer.
Learn:
- How this action statement helps every team member focus on the micro-moments that drive customer loyalty.
- If your employees only remember one company statement (i.e. mission, purpose, core values, etc.) you want it to be your customer experience action statement
- What the three pillars should represent that are critical to teach your employees the “how”.
Links:
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
What is on your paper napkin?
The DiJulius Group Chief Revolution Officer John DiJulius talks with Govindh Jayaraman, a serial entrepreneur for 30+ years, strategic thought leader, bestselling author, and coach for CEOs and entrepreneurs. Govindh has been called “A Modern Day Napoleon Hill” through his Paper Napkin Wisdom platform as he shares the wisdom of the world's top business leaders and innovators. The central premise of “wisdom small enough for a napkin, but big enough to change your world” is the focus of the podcast and his conversations with his guests.
Learn:
- What are the similarities of people who achieved greatness
- How to be a better leader through curiosity and being a great listener
- How to identify the greatness in others
- What techniques do you use to create that safe, introspective space for people to share their insights
Links
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Papernapkinwisdom.com
https://www.linkedin.com/in/govindhj/
Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Dave Murray, VP of Consulting at The DiJulius Group, discusses three ways to turn your current contact center into a center focused on building and maintaining customer relationships.
Here are the three things we need to focus on:
- Finding Negative Cues—Negative cues exist everywhere when it comes to customer experience, but especially in contact centers. We will discuss where they hide, how to identify them, and how to eliminate them.
- Gathering Customer Intelligence – ensuring your team is actively listening and engaging with your customers is vital. We will discuss best practices and systems you can implement so your team is actively engaged in each call.
- Creating Experiential Standards – in the final step of this session, we will discuss the importance of creating standards that your team members follow to ensure you are delivering a consistent experience to all of your customers.
These three steps will help you create a relationship center in your organization.
Links
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
John DiJulius, Chief Revolution Officer, interviews Matthew J. Weiss, a lawyer, entrepreneur, filmmaker, public speaker, and author. In 2006, Weiss heard a story about an incredible hero who would transform his life. This led him on a six-year journey to make his award-winning film Man in Red Bandana.
Learn:
- How Matt went from lawyer to filmmaker
- What is the story behind the Man in the Red Bandana documentary
- What can we learn from Welles Crowther
Links:
Connect with Matthew on LinkedIn: https://www.linkedin.com/in/matthewweiss/
Man in the Red Bandana https://www.amazon.com/gp/video/detail/amzn1.dv.gti.72b71ca9-c819-bc8a-da3d-e9949371938c?autoplay=0&ref_=atv_cf_strg_wb
www.matthewweiss.com
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to a world-class level of client experience, but she has also championed World-Class Customer eXperience Trained (WCCXT) certification for an elite group of 280 companies and created the first-ever CX peer and accountability group that is complemented by continuing education sessions with The DiJulius Group.
Learn:
- How Debi prepared to become a CXO
- How she gets executive buy-in around CX
- How she gets department buy-in around CX
- What Debi has accomplished as the CXO
- How Debi & TMT built a CX certification program for their clients to go through
- What advice Debi would give to an emerging CXO
Links:
www.wccxtcertified.com
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to make sellilng as an experience. Today is all about sameness. Every company, every sales person, account executive says the same thing. We have the best product, we are the smartest, we provide the best customer service and support. When everyone says the same thing and customers can’t tell the difference between your company and your competition, it comes down to the lowest price. Price is something you offer when you have nothing else to distinguish yourself
Learn:
- How to stand out in today’s commoditized sameness
- What the Selling as an Experience Formula is
- How to truly build a relationship and be a resource your clients can’t imagine life without
- How to create a value proposition that will shock your client
- How to educate versus sell
- How to make price irrelevant
Links:
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to train your employees on critical soft skills. We are living in the “digital disruption era” in which technology has provided us with unprecedented advances, information, knowledge, instant access, and entertainment. However, as convenient as these advances make our lives, they have also changed how we communicate, behave, and think, leading to a dramatic decline in our people skills.
Learn:
How to train your entire organization on the emotional superpowers: Authenticity Love People Listening Curiosity Empathy Happy Grateful Positive/Optimism Kind
Links:
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Additional Resources:
Blog The Charlotte PD is Revolutionizing Policing by Delivering Excellent Customer Service
Podcast 038: The Chick-fil-A of Police Departments
Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Chief Revolution Officer John DiJulius talks with Sandy D’Elosua Vastola, CX project lead for Charlotte-Mecklenburg Police Department. She was instrumental in helping Charlotte PD creating a cx revolution in law enforcement which is now being copied by police departments throughout the US. She is an alumni of the Customer Experience Executive Academy 2021 and she won the 2022 Customer Experience Executive of the Year.
Learn
- Why the Charlotte Police Department felt the need to become the Chick-fil-A of law enforcement.
- How Sandy handled all the enormous obstacles along the way
- How to avoid making your CX project flavor of the month or program of the year
- How to build your CX steering committee by adding “critics & synics”
- What impact this has had three years later
Links:
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Blog The Charlotte PD is Revolutionizing Policing by Delivering Excellent Customer Service
Podcast 038: The Chick-fil-A of Police Departments
Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create focused, resilient, and collaborative teams that can move projects forward with less stress and drama.
Learn:
- How can leaders help employees with their mental well being
- How can leaders deal with all the things they have on their plate, chaos, and still be healthy.
- You say fine is a 4 letter word
- How can gratitude and meditation transform your work life
- And are there simple ways to incorporate them into your daily routine
- What are the myths & misconceptions about meditation
- Does spirituality belong in the workplace
Links:
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Learn more about Lori Saitz
https://zenrabbit.com/
https://www.linkedin.com/in/lorisaitz/
Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
In this week's episode, Chief Revolution Officer John DiJulius sits down with John Bernatovicz who is an entrepreneur, podcast host, speaker, HR advocate, and author of HR like a Boss.
Learn
· How John got into the HR world
· How john defines HR
· Why he wrote HR Like a Boss
· The cornerstones of LOVE and OWNERSHIP to do HR Like a Boss.
· Why do human resources professionals dislike recruiting so much
· The HR Like a Boss business plan.
Links
The Customer Service Revolution Podcast
The DiJulius Group
Leading the Revolution Livestream: Creating Customer and Employee Experience Journey Maps
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
John Bernatovicz
www.hrlikeaboss.com
www.willory.com
john@willory.com
Chief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution conference.
Learn
· What the Freak Factor really means
· Why our school systems don’t always recognize a child’s true potential
· Why we need to help people lean into their uniqueness versus reducing it
· How can we be better parents
· How can we be better leaders
· What is more important goals & motivation or discipline, habits & systems
Links
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Journey Mapping Livestream Workshop
David Rendall
Podcast The Imperfectionist Podcast
www.drendall.com
In this episode, Chief Revolution Officer John DiJulius talks with Brian Polian. After 25 years of coaching football at the highest levels at such places as Notre Dame, LSU, Stanford, and Texas A&M, Brian stepped back from the coaching ranks and came back to his alma mater, John Carroll University, as the Vice President of Athletic sand National Engagement. He is the author the book Coaching and Teaching Generation Z: Honor the Relationships. He is now sharing his experiences in leadership, high performance organizations, and working with young people to help others connect, command, and lead more effectively.
Here are just a few takeaways: * How Brian’s father, Bill Polian, a Pro-Football Hall of Famer and Super Bowl champion, influenced his vision for the future * What is it about coaching and leadership that is so enjoyable? * How Generation Z forced Brian re-think what he was doing in his job. * In his book, he refers to the term “Relationship Guy”. What does that mean? * What Brian believes is the most important role of a leader is.
Resources mentioned: Brian's website
Coaching and Teaching Generation Z - Honor the Relationships
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Can you revolutionize your leadership legacy while navigating through crises and unprecedented challenges?
On this episode of The Customer Service Revolution, join us as we explore this question with leadership experts John DiJulius and Dave Murray. They share insights on how visionary impact extends beyond organizational boundaries, inspiring employees to lead extraordinary lives. Discover how living up to our fullest potential is not just about personal gain but a gift to those who depend on us, creating a ripple effect of positivity and growth in both personal and professional spheres.
What happens when belief systems are shattered, and new possibilities emerge? Learn from Roger Bannister's iconic four-minute mile and its implications for leadership during crises. We discuss the fundamentals of clear communication, adherence to core values, and maintaining certainty to provide stability and direction. The episode also highlights the importance of calm, proactive leadership during turbulent times and how these principles can be applied to personal and organizational challenges.
Embrace the privilege of pressure and the power of encouragement in leadership. Hear about Walt Bettinger's unique interview tactics and the inspiring stories of Gary Vaynerchuk and Adam Sandler, who attribute their success to unwavering parental support. We delve into revolutionary leadership that challenges the status quo, fosters meaningful organizational change, and prioritizes people and community over shareholder profits.
As we navigate the uncertainty of the post-COVID world, discover how transparency and tangible goals can build resilient, successful teams prepared to face future challenges head-on.
Here are just a few takeaways:
- Exploring the essence of leaving a lasting leadership legacy
- The inspiring story of Roger Bannister breaking the four-minute mile and its impact on belief systems
- Strategies for clear communication and adherence to core values during crises
- Leadership qualities for handling pressure and the importance of encouragement
- The role of revolutionary leadership in fostering change-driven environments
- Navigating uncertainty and maintaining transparency in leadership during the pandemic
- The rise of “accidental managers” and the shift toward people and community-focused businesses
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Discover how AI is reshaping customer support and transforming business operations with Eric Vermillion, CEO of Helpshift.
On this episode of The Customer Service Revolution, Eric walks us through Helpshift's evolution from a Bay Area startup to a key player in the gaming industry, highlighting how AI is revolutionizing contact centers. By automating tedious tasks and enhancing customer interactions, AI is improving efficiency and forging more relational connections between businesses and their customers.
Address your fears and doubts about AI integration with insights straight from Eric. We tackle the common concerns about job loss and potential sabotage within contact centers, explaining how AI can enhance human roles by making jobs more engaging and reducing turnover. From automating repetitive tasks to personalizing customer interactions, AI makes customer support more rewarding for agents and customers. Learn how Helpshift addresses these concerns and the importance of having a solid operational plan for AI implementation.
Peek into the future of customer experience and understand the criticality of effective customer service on vital performance indicators like customer satisfaction, NPS, and retention. Eric shares a compelling case study with SYBO, the maker of Subway Surfers, demonstrating AI's impact. We also emphasize the blend of technology and human skills needed to create superhuman agents, build long-term customer relationships, and improve employee morale.
This episode is a must-listen for anyone interested in the future of customer service and AI's transformative potential.
Here are just a few takeaways:
- Helpshift's evolution from a Bay Area startup to a major player in the gaming industry
- An examination of AI's role in automating tedious tasks and enhancing customer interactions to boost efficiency and build stronger customer relationships
- Addressing common fears about AI integration, like job loss and potential sabotage
- Explaining how AI can enhance human roles
- Insights on the importance of a solid operational plan for effective AI implementation
- Case study on SYBO, maker of Subway Surfers, showcasing AI's impact on customer experience and business growth
- Blending technology with human skills to create superhuman agents, improving both customer satisfaction and employee morale
- Exploring AI's future in customer service, including its potential to personalize interactions and drive long-term customer loyalty
Resources mentioned:
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
https://thedijuliusgroup.com/project/cx-executive-academy/
https://thedijuliusgroup.com/project/exea/
https://thedijuliusgroup.com/blog/
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
https://www.linkedin.com/in/ericjvermillion/
gethelpshift.com
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Could your company's high turnover rates directly result from poor leadership?
On this episode of The Customer Service Revolution, explore the startling reality that 82% of managers are considered “accidental managers”—individuals with job function expertise but lacking crucial leadership skills. We unpack the extraordinary impact on organizations, leading to workforce dissatisfaction and ineffective leadership, and emphasize the need for structured training and supportive frameworks to cultivate true leaders.
Dive into what makes a leader effective or ineffective, drawing insights from a Harvard Business Review study. Discover the alarming statistic that 50% of employees unhappy with their bosses plan to leave, underscoring the necessity of developing skills like building trust and fostering open dialogue. Learn how Jocko Willink's “Extreme Leadership” principles can inspire leaders to deepen their connection with their teams, driving performance and engagement.
Finally, we explore how to identify and nurture emerging leaders within your organization. From encouraging bold risks to involving promising individuals in task forces, we outline practical strategies to help future leaders flourish. Understand the importance of high emotional intelligence, storytelling, and genuine relationship-building in creating “energy givers” who can positively transform your company's culture and success.
Tune in to revolutionize your approach to customer service leadership and unlock your team's potential.
Here are just a few takeaways:
- Transforming employee experiences to reduce turnover and boost effectiveness
- The importance of proper training and supportive standards for managers
- Contrasting outdated authoritarian styles with modern empathetic leadership
- Identifying and nurturing emerging leaders with high emotional intelligence and a growth mindset
- Building cross-departmental relationships and professional development through task forces and steering committees
- Utilizing storytelling and authentic relationship building in leadership
- Strategies for leaders to foster trust, loyalty, and open dialogue within their teams
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
On this episode of The Customer Service Revolution, uncover the secrets to building a thriving internal culture with John DiJulius and Dave Murray.
Learn how breaking down organizational silos can transform your workplace into a cohesive, efficient powerhouse. Using real-world examples from Intermountain Healthcare, we'll show you how effective leadership and a strong internal culture can lead to happier employees and more satisfied customers, driving long-term profitability. Gain actionable strategies for fostering teamwork and communication across departments, making your organization a model of collaboration.
We also explore the complexities of internal communication, especially in today's remote and decentralized work environments. Hear how miscommunication and unrealistic expectations can strain teams, and learn how subtle language changes can enhance collaboration. Through compelling examples from John Robert’s Spa, we discuss the importance of empathy and awareness in preventing misunderstandings. We also share best practices for digital communication—covering everything from email etiquette to the effective use of Slack and Teams. Plus, hear a personal story that underscores the impact of understanding your role on your internal customers.
Join us for a masterclass in transforming your internal culture and communication!
Here are just a few takeaways:
- Strategies to break down organizational silos and foster collaboration across departments
- Addressing the challenges of remote work environments
- The importance of understanding coworkers' workloads
- Best practices for maintaining professionalism and clarity in emails and other digital communication tools like Slack and Teams
- The role of empathy in preventing misunderstandings and enhancing internal communication
- How strong leadership can cultivate a cohesive and efficient workplace, leading to happier employees and satisfied customers
- Case studies from Intermountain Healthcare and John Robert’s Spa illustrating the impact of internal culture on service delivery
- Actionable strategies for fostering teamwork, communication, and understanding internal roles to improve overall organizational effectiveness
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Have you ever wondered what it takes to transform your e-commerce platform into a customer satisfaction powerhouse?
On this episode of The Customer Service Revolution, we explore a compelling case study that reveals how one client drastically improved their customer service landscape and employee morale by addressing critical service defects. Uncover the secrets behind reducing non-revenue inquiries and boosting overall service efficiency, setting the stage for a revolution in customer and employee experiences.
John welcomes Bob King, the brilliant mind behind “The Joy of Closing.” From his roots in filmmaking to becoming a sales expert, Bob shares his fascinating journey and the pivotal lessons learned along the way. Discover how building trust with customers and crafting clear, effective presentations can turn any salesperson into a closer. Bob provides insights into the nuances of sales, emphasizing the distinction between simply presenting a product and genuinely addressing customer resistance to secure a sale.
Finally, we dive into the art of successful sales pitches and the importance of genuine human interactions. Learn the strategies for creating urgency without pressure, handling price objections effectively, and identifying essential skills in potential sales candidates. The episode wraps up with a discussion on embracing challenges and thriving under pressure. Hear personal stories illustrating how resilience and a positive mindset can guide companies through tough times, ensuring that every challenge becomes an opportunity for growth and excellence.
Join us for an episode teeming with actionable insights and inspiring stories to help you elevate your customer service and sales skills to new heights.
Here are just a few takeaways:
- Transforming customer service operations by addressing website defects
- Insights on reducing non-revenue inquiries to boost customer satisfaction
- Bob King's path from filmmaking to sales expertise
- The importance of storytelling and trust in closing sales
- Making the distinction between salespeople and closers and the value they bring
- Effective strategies for handling price objections and creating urgency
- Some personal stories on thriving under pressure and leading with resilience
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.joyofclosing.com
bob@joyofclosing.com
www.tiktok.com/@joyfulcloser
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
What if creating an exceptional employee experience could transform your company and drastically reduce turnover?
In this episode of The Customer Service Revolution, John DiJulius and Dave Murray uncover the key strategies that make a workplace irresistible. From nurturing a culture of gratitude and training the whole person to helping employees discover their “ikigai,” or purpose, we discuss how these efforts can boost job satisfaction and create a committed workforce.
We dive deep into the impact of employee engagement on organizational success. Highlighting the dangers of treating employees simply as hourly workers, we examine the ripple effect of a disengaged staff on customer satisfaction. With practical advice on recognizing achievements, creating fun work environments, and providing unique benefits, we share how to keep your team motivated and invested in their roles.
John and Dave’s conversation explores the role of fear in stifling growth and innovation within organizations. Featuring insights from leaders like Charlie Kim of Next Jump and data from Bain & Company, we emphasize the importance of regular one-on-one meetings and empathetic leadership. Learn how adopting a “no layoff” policy and understanding employees' personal aspirations can significantly boost engagement and mental wellness, ultimately leading to a thriving work environment.
Here are just a few takeaways:
- Strategies from “The Employee Experience Revolution” to enhance retention and engagement
- The importance of nurturing a culture of gratitude and continuous investment in employees
- Practical approaches for recognizing achievements and creating fun work environments
- The role of empathy and compassion in leadership to address fear and promote growth
- How regular one-on-one meetings can support personal and professional development
- The benefits of unique perks like maid services and career path opportunities
- How employee engagement impacts customer loyalty and organizational profitability
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
What if the secret to retaining top talent is how you welcome them?
On this episode of The Customer Service Revolution, join John as he reveals the strategies to make your employee onboarding process efficient, memorable, and engaging. Drawing wisdom from Joey Coleman's “Never Lose an Employee Again” and Dan Heath's “Making Moments Memorable,” we tackle the often-overlooked pre-start phase, the significance of the job offer, and the critical first day. Through startling statistics on employee ghosting and pre-start attrition, we highlight the urgency of effective onboarding to keep your best hires from slipping through your fingers.
John shares best practices for new employee orientation, focusing on the power of storytelling and emotional engagement. Discover innovative techniques like scavenger hunts for policy education and the importance of regular check-ins to ensure new hires feel supported as they settle in. We also delve into crafting impactful soundbites that instill pride and ownership in new employees, inspired by Chick-fil-A’s approach. Learn how a seamless transition from the interview process to onboarding can maintain the enthusiasm of new recruits and create a world-class employee experience right from the start.
Tune in for insights that could revolutionize your onboarding process and set your company apart.
Here are just a few takeaways:
- The importance of creating memorable and engaging onboarding experiences to combat employee ghosting and pre-start attrition
- Strategies to transform job offers and first days into milestone moments
- Best practices for new employee orientation, including storytelling, scavenger hunts, and regular check-ins to foster community and re-engagement
- Techniques to utilize soundbites for instilling pride and seamless onboarding transitions
- Combining new and existing employees during orientation to build community and re-engagement
- Practical tips for enhancing the onboarding process, such as sending pre-start emails, personalizing welcome gifts, and organizing engaging activities
- Maintaining employee enthusiasm and commitment from the pre-start phase through their first 90 days
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Can frontline employees truly revolutionize customer service?
On this episode of The Customer Service Revolution, we uncover the insights shared by shuttle bus drivers in a unique focus group, revealing the crucial role of those on the frontlines in gathering and acting on customer feedback. John DiJulius, Chief Revolution Officer, emphasizes the power of regular focus groups with customer service representatives to continuously enhance service quality. We also welcome renowned customer service expert Shep Hyken, who shares groundbreaking findings from his latest research study, Achieving Customer Amazement (ACA).
John and Shep’s conversation dives deep into the shifts in customer satisfaction, particularly in the wake of the pandemic. We explore how the American Customer Satisfaction Index (ACSI) has fluctuated and why excellent service remains indispensable in B2B and B2C contexts. Real-world examples illustrate how even industries bound by long-term contracts must prioritize customer experience to sustain their business. Shep Hyken’s insights on customer loyalty and the importance of friendly, knowledgeable staff offer essential takeaways for any business leader aiming to thrive in today's competitive environment.
As we look to the future, John and Shep discuss the evolving role of AI in customer service. With 62% of customers expecting AI to become a primary service mode, we examine why current self-service options often fall short and how businesses can better implement AI technologies. Addressing concerns around privacy and job displacement, we highlight that AI will likely shift roles rather than eliminate them, maintaining the human touch that is vital for exceptional customer experience.
Tune in for a thought-provoking episode that challenges conventional wisdom and provides strategies for creating exceptional customer and employee experiences.
Here are just a few takeaways:
- Insights from shuttle bus drivers on improving guest experiences
- The importance of regular focus groups with frontline employees
- How the pandemic has impacted customer satisfaction levels, referencing the American Customer Satisfaction Index (ACSI)
- The criticality of excellent service in both B2B and B2C industries, including real-world examples
- Shep Hyken’s findings on factors that drive customer loyalty, emphasizing friendly and knowledgeable staff
- Examining the evolving role of AI in customer service, current shortcomings, and future expectations
- Transforming employee experiences to enhance customer service and overall business health
- A personal story about expressing love and appreciation in relationships, tied to a broader message of valuing the present moment
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
hyken.com/research
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Can AI revolutionize customer service?
In this episode of The Customer Service Revolution, John sits down with Joel Sylvester, partner and Chief Client Officer at Five Star Call Centers, to explore how AI and machine learning are transforming the customer care landscape. Joel reveals how integrating advanced technologies can enhance customer interactions across phone, email, social media, and online chat while also addressing the industry's fears and resistance to the potential replacement of human roles.
Have you ever wondered how virtual avatar interviews could streamline the hiring process? Joel walks us through the groundbreaking use of digital avatars in recruiting at Five Star Call Centers. These virtual interviews allow candidates to present their skills without disrupting their current jobs and provide recruiters with detailed insights into qualities like empathy and enthusiasm. It's a win-win situation that saves time, increases transparency, and gives a comprehensive understanding of each candidate’s suitability for the role.
We also delve into the future of employee training and measuring customer satisfaction through AI integration. Joel discusses how AI-driven training modules can be customized to fit individual needs, allowing for a flexible, personalized learning experience. Moreover, we highlight the power of real-time CSAT monitoring, which provides immediate feedback and helps quickly address systemic issues.
Join us to discover how Five Star Call Centers is setting a new standard in customer service and workforce optimization.
Here are just a few takeaways:
- Revolutionizing customer service with AI integration at Five Star Call Centers
- Leveraging AI and machine learning to enhance customer experiences across multiple channels
- Innovative hiring processes using virtual avatar interviews to gain deeper candidate insights
- AI-powered, customized employee training modules for improved agent performance.
- Real-time customer satisfaction (CSAT) monitoring and feedback to optimize service quality
- Utilizing workforce management systems like the Hive for performance metrics and speech analytics
- Addressing challenges and opportunities in AI adoption within the customer service industry
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
fivestarcallcenters.com
joel.sylvester@fivestarcallcenters.com
www.linkedin.com/in/joel-sylvester-3a454344
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Can the way you treat job candidates transform your organization's success?
In this episode of The Customer Service Revolution, John DiJulius and Dave Murray unpack The Employee Experience Revolution, emphasizing how a remarkable recruitment experience can set your company apart. Discover why it's imperative to treat candidates as valued customers and how moving beyond the old-school screening processes can help attract top talent. From offering opportunities for growth and flexibility to fostering a rich company culture, we share insights on creating an engaging and memorable hiring journey.
We focus on aligning hiring practices with your company's core values. Sharing personal stories and reflecting on the impact of joining small organizations, we underscore cultural fit, especially during tough times. Learn how to maintain high standards in hiring, avoid the “labor shortage” mindset, and leverage unique value propositions to stand out from larger competitors. Our discussion reveals the need for innovative screening methods and preserving your company’s reputation while striving for growth.
John and Dave also explore innovative recruitment strategies that gauge a candidate's enthusiasm and fit. From video cover letters to personalized welcomes, we delve into creative approaches that enhance the recruitment experience. Hear the power of personal connection and how subtle behaviors can indicate a candidate's suitability for customer-facing roles. Learn best practices for involving team members in the hiring process, conducting multiple interviews, and utilizing “shadow days” to ensure candidates resonate with your company’s mission and culture.
Join us on this episode to get actionable tips for attracting and retaining top talent that aligns with your company’s vision.
Here are just a few takeaways:
- Revolutionizing the recruitment process by treating job candidates as valued customers and enhancing their experience
- Aligning hiring practices with company values for better cultural fit and long-term success
- Overcoming the “labor shortage” mindset by maintaining high hiring standards and offering unique value propositions
- The significance of a strong, well-defined company culture in attracting the right talent
- Creative recruitment strategies like video cover letters and personalized candidate welcomes
- Interview techniques that assess soft skills and behaviors beyond just qualifications
- The power of personal connection
- The lasting impact of making candidates feel valued and important
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Have you ever wondered how feedback from shuttle bus drivers can revolutionize customer service?
On this episode of The Customer Service Revolution, John chats with Jason Yarusi, private fund manager and founder of the Live 100 program, as he shares his unconventional path from the hustle of bars and restaurants to creating a unique approach to personal and professional growth. Hear how unexpected sources of feedback can improve customer experiences and learn about the lessons Jason learned throughout his remarkable career.
Jason opens up about overcoming personal adversity and the power of daily habits. From the tragic loss of close friends to the triumph of finding purpose, Jason's story is a testament to the resilience of the human spirit. He discusses the impact of structured routines, early morning workouts, and quality family time in shaping a life full of meaning and purpose. Learn how Jason instills these values in his children, aiming to raise successful, kind, and thoughtful individuals.
Finally, we delve into the foundations of the Live 100 program, starting with a free self-assessment available on Jason's website. Learn how a clear mindset and living in the present can help you manage stress and overcome obstacles. Jason shares practical advice on breaking bad habits and discusses the value of a supportive community in achieving personal growth.
This episode is filled with actionable insights and inspiration to elevate every aspect of your life.
Here are just a few takeaways:
- Jason Yarusi's unconventional path from working in bars to creating the Live 100 program for personal and professional growth
- Leveraging feedback from unexpected sources like shuttle bus drivers to enhance customer service experiences
- Overcoming personal adversity
- The importance of daily habits, structured routines, and quality family time for personal growth
- Instilling values in children to raise kind and thoughtful leaders
- Introduction to the Live 100 program, including a free self-assessment tool to help individuals identify areas for improvement
- Self-awareness, breaking bad habits, and the support of a community to achieve success
- Jason's experience in real estate, from flipping homes to managing multifamily units
- How real estate ties into Jason’s philosophy of personal development
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get John’s latest book, The Employee Experience Revolution - thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
Jasonyarusi.com
podcasts.apple.com/us/podcast/live-100-podcast-with-jason-yarusi/id1699229023
www.thedijuliusgroup.com
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EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Have you ever met someone whose mere presence lights up the room?
That's the kind of person Dave Murray and John believe can revolutionize the customer experience. On this episode of The Customer Service Revolution, join us as we dive into the essence of the “Employee Experience Revolution” and how happiness and attitude play a pivotal role in enhancing the customer journey. It's not just about the skills on a resume. It's the natural inclination to serve that makes a difference. We're sharing personal stories and practical interview tips to help you identify these qualities during your hiring process.
Imagine your company filled with employees who understand the power of being a “CEO of the moment”—individuals who take charge of every customer interaction with empathy and genuine care. Our conversation turns to the innovative world of interviewing techniques, where we share strategies to find those unique candidates who will fit your culture and propel it forward. We've even included a chapter that unpacks crafting customer experience interview questions that can reveal the nature of a candidate's service attitude.
Ultimately, it's about fostering an environment where employees can lead extraordinary lives, both personally and professionally. With Dave's insights and collective wisdom, we explore the impact of nurturing a workspace that values growth and fulfillment.
Prepare to transform your team into ambassadors of customer experiences. We’re on a mission to enrich lives—one customer, one employee at a time.
Here are just a few takeaways:
- Hiring based on attitude and service aptitude
- Embedding empathy and joy in the brand through hiring practices
- Techniques for interviewing candidates to uncover genuine enthusiasm for customer service
- Strategies for creating a positive employee journey that leads to customer delight
- Using innovative interviewing methods like action statements and “day in the life” videos
- The concept of being a “CEO of the moment” to foster a culture of exceptional service
- Building workplaces that support employee growth and inspire extraordinary work lives
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
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We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Can you imagine a brand so powerful that its customer service makes it indispensable?
On this episode of The Customer Service Revolution, Scott Wozniak, CEO of Swoz Consulting and author of “Make Your Brand Legendary,” joins John to inspect the shifts in customer service and employee experience. We tackle the “employee roulette” and the “five Es” of hospitality that every brand should embody. Scott's insights, rooted in his tenure at Chick-fil-A headquarters, reveal how a happy workforce is essential for a company's longevity and prosperity.
Welcome to the age of AI, where digital interns hold the promise of a corporate revolution! We peel back the curtain on artificial intelligence in the business world, likening it to a cohort of interns full of potential but in need of guidance. For smaller businesses, the strategic adoption of AI can enhance productivity and customer interactions. We dive into the practicalities of incorporating AI into day-to-day operations, from chatbots that manage customer inquiries to AI platforms that breathe life into visual content creation.
John and Scott venture into the impact of AI on industries far and wide. Imagine AI-integrated sensors cutting costs in port crane operations or revolutionizing construction sites. We explore how AI might soon transcend administrative tasks in physical spaces like salons and restaurants, reshaping the service experience. Fast forward to the future, we foresee AI's influence in fashion and hairstyling, where virtual design may soon demand a new breed of professionals.
Tune in to explore an industry on the brink of AI-driven change.
Here are just a few takeaways:
- The role of customer service and employee experience in brand building
- The integration of AI into customer experience strategies with Scott Wozniak, CEO of Swoz Consulting
- An analogy of AI as interns: potential-filled yet requiring guidance
- How small businesses can responsibly adopt AI technologies
- The practical application of AI in business for tasks like customer communication and content creation.
- AI's impact on industries through integration with sensors, improving efficiency in fields like port logistics and construction
- The future potential of AI in fashion and hairstyling, forecasting changes in the industry and emerging new professional roles
- Examining the limitations and current state of AI
- Appropriate timing for businesses to adopt AI technologies.
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
ScottWozniak.com
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Growing up in the shadow of a family business feels like living within the pages of history, every turn a new chapter waiting to be written.
On this episode of The Customer Service Revolution, that’s the energy Brian Blaushild, president of Famous Supply, brings as he recounts the story of a company that has weathered the storms of change for nearly a century. With roots tracing back to his great-grandfather Hyman, who founded the company in 1933, Brian's tale is one of resilience, foresight, and commitment to values that transcend generations. He takes us through the evolution of this family empire and the cultural bedrock that has allowed Famous Supply to flourish while still retaining the spirit of entrepreneurship that sparked its inception.
Venturing into succession planning, Brian peels back what it takes to usher a fourth-generation family business into the modern era. It's a balance between respecting the old while courting the new, and Brian shares how navigating these transitions is an art and a strategy. We get an insider’s look at the challenges of earning respect within the company ranks, what it takes to build a supportive team, and the bravery required for sweeping changes that keep a business running and sprinting into the future.
You’ll hear Brian’s reflections on the mark left by his late grandfather, Jay Blaushild. He illustrates how Jay's leadership style—a blend of personal connection and a knack for innovation—became the cornerstone of the company's culture. We then explore leadership development within Famous Supply, where passion outweighs resumes, and a commitment to nurturing talent from within created a vibrant, dynamic workplace that feels more like a community than a corporation.
This episode reflects a family's legacy interwoven with the fabric of their business, an example of passion, mentorship, and leading with heart.
Here are just a few takeaways:
- Brian Blaushild's journey leading a fourth-generation family business, Famous Supply, with its nearly century-long history
- The balance between honoring legacy while driving innovation and modernization in succession planning
- The influence of Jay Blaushild's leadership style on the company's culture and the personal impact on Brian
- Cultural fit in hiring practices and maintaining the company's foundational values
- Strategies for developing leaders within the company, emphasizing passion and commitment over formal education
- Continuous learning and adapting to technological changes to keep the business competitive
- Reflections on the significance of family legacy and mentorship in shaping the future of Famous Supply
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
The Employee Experience Revolution book - thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.famous-supply.com
www.linkedin.com/in/brian-Blaushild-05b9895
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Revolutionize your customer interactions and presentation skills on a path to service excellence. Picture a world where artificial intelligence redefines our potential and empowers customer service agents.
In this episode of The Customer Service Revolution, we reveal how AI liberates and uplifts the spirit of service, turning every customer interaction into an opportunity for extraordinary care and satisfaction. We dive into the center of effective communication, examining the magic of storytelling to captivate and move audiences to action. We discuss the strength of an authentic story and how it can turn even the most skeptical customer into a loyal advocate.
How do the pros keep you hanging on every word of their presentations? We'll explore the five key elements of a riveting presentation, starting with breaking the ice and ending with a mic-drop moment. Learn how to combat the curse of knowledge and make your message resonate with anyone. Through examples like Dan Pink's renowned TED Talk, we explore how a well-told story can change the mundane into the unforgettable and how these strategies can inspire your audience.
Embracing the revolutionary mindset means breaking free from the status quo and leaping toward what could be rather than what is. This episode is a call to live out your ambitions and create a customer service revolution measured by impactful actions rather than mere words.
Be ready to walk away with the resolve to make every customer interaction extraordinary. Let's lead the charge together and rewrite the future of customer service.
Here are just a few takeaways:
- Mastering public speaking with storytelling techniques
- Insights on AI improving customer service by optimizing efficiency and empowering agents
- Strategies for crafting presentations that connect with the audience through emotional storytelling
- The “curse of knowledge” challenge in presentations and the importance of simplifying language
- Five elements of a powerful presentation: icebreaker, setting the stage, providing proof, call to action, and strong close
- The revolutionary mindset for customer service leaders
- AI's role in enhancing employee satisfaction by reducing monotonous tasks and supporting real-time data assistance.
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
There’s a future where captivating presentations and innovative branding strategies set your business apart.
On this episode of The Customer Service Revolution, John and guest Chris Kocek, CEO of Gallant Branding, share the secrets to delivering presentations that will engage your team and ignite a shared vision that eclipses price wars. Chris brings his wealth of knowledge to the table, revealing how strategic branding and deep insights are crucial to reshaping your business and leading the charge in industry innovation.
We decode the success stories of disruptors like Airbnb and Netflix, tracing their path from recognizing customer pain points to reinventing entire industries. It's not just about the “what” but the “how”—and we'll show you how Liquid Death turned the water brand market on its head with a mix of environmental consciousness and punk rock flair. These are the catalysts for category-defining leaps if you want to challenge the status quo and reframe your brand's narrative.
Finally, say goodbye to the old script as we explore the art of questioning everything. Marvel at how Polaroid's instant photography shaped a culture of immediacy, and Warby Parker's “why not” approach carved out a new vision for eyewear. We're living change by changing contact centers into relationship hubs and placing faith in the power of “what if.”
If you're ready to reshape the way you approach challenges and embrace innovation, this is an episode you can't afford to miss.
Here are just a few takeaways:
- The workshop on mastering presentation skills to rally teams around a brand vision
- Klarna's AI tool's success in automating customer service which can lead to efficiency gains and substantial cost savings
- The importance of strategic branding and insights for business change
- How companies like Airbnb and Netflix leveraged customer pain points to disrupt traditional industries
- Liquid Death's unique branding approach
- The role of customer insights in revolutionizing product development and transforming contact centers into relationship hubs
- Polaroid and Warby Parker's innovative questioning of the status quo
- The power of “why” and “what if” to drive change
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
www.amazon.com/Any-Insights-Yet-Categories-Transform/dp/098928493X
www.linkedin.com/in/chris-kocek-52217a9
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Is your company's watchful AI eye crossing the line into employee privacy?
On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence. Guest Juan Jaysingh, the brains behind Zingtree, shares the role AI plays in customer experience and the optimization of agent productivity.
Customer service is a battleground for efficiency, and Juan's expertise reveals how his company is leading the charge. We examine the need for quick solutions to consumer issues and how Zingtree's automated workflows and proactive strategies enhance the power dynamics between consumers and customer service agents. From the innovative strategies of giants like Sony to reduce customer frustrations to empowering consumers through self-service options, anticipating needs revolutionizes service delivery.
Finally, we uncover success stories from enterprises that have integrated Zingtree's AI-powered platform into their customer service operations. Juan shares how companies are reaping the benefits of key performance indicators like ticket deflection and first-time resolution rates. These stories highlight the remarkable cost savings and showcase the efficiency improvements that come with the strategic application of AI in customer service, proving it to be a formidable force for businesses aiming to excel in today's competitive market.
Join us on this journey as we explore the cutting-edge junction of customer satisfaction, technology, and the future of work.
Here are just a few takeaways:
- AI monitoring in workplaces and the ethical and privacy concerns it raises
- AI's role in customer service, including rapid issue resolution and proactive care
- Sony's preemptive customer service measures, like proactive battery replacement for robot vacuums
- AI's nuanced impact on the labor market
- An example of a marketplace reducing staff while maintaining service quality
- Zingtree's AI platform that enhances enterprise customer service by integrating with existing systems for seamless information transfer
- UnitedHealthcare’s significant cost savings and customer satisfaction improvement with Zingtree's rapid deployment
- AI automation and ticketless world vision
- The importance of immediate issue resolution for better customer experiences
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
zingtree.com
www.linkedin.com/in/juanjaysingh
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Uncover the future of customer service as we explore the power of AI, where technology meets empathy head-on.
John and his colleague Dave Murray take you through the emerging “collaborative AI” world, redefining traditional customer interactions and the emotional bonds they forge. From tackling empathy fatigue to considering AI as a potential carrier of compassion, we discuss the possibilities and challenges of integrating artificial intelligence into customer relations.
Feel the pulse of purpose in your work with stories that resonate with meaning and connection. This episode reveals meaningful employment's incredible impact on our overall well-being, drawing from powerful stories of companies like Unishippers and New Day USA. These tales inspire and expose the tools for creating deeper bonds with customers and the magic that happens when employees understand and connect with the people they serve.
We embrace the Carpe Momento revolution, an ethos that champions the present as a catalyst for exceptional customer service experiences. We share strategies for injecting kindness and empathy into everyday interactions and creating an environment where employees thrive through the joy of helping others.
This revolution is a mindset shift that celebrates every human connection, reminding us all to actively participate in the narrative of customer service evolution.
Here are just a few takeaways:
- AI's role in customer service by enhancing empathy and emotional connections
- Collaborative AI in contact centers addressing challenges like empathy fatigue and job dissatisfaction
- Purpose-driven work environments linked to improved employee well-being and customer relations
- Recruiting employees with a strong sense of team purpose, like former athletes, to enhance customer experience
- The effectiveness of simple, actionable mission statements in guiding employee-customer interactions
- Daymaker dopamine and the psychological benefits of kindness in the workplace
- Emphasizing the Carpe Momento mindset for present-focused customer service and meaningful human connections
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
If you’ve ever felt like your work environment was stifling your potential, that's the spark that ignited a revolution—one that John’s co-author, Dave Murray, and John explore in today’s episode of The Customer Service Revolution.
We unravel the threads that bind employee happiness and business success. The workplace is changing, and leaders must weave a culture that supports and elevates their teams' experiences. Our book, The Employee Experience Revolution, guides this path, uncovering the influences of job satisfaction and leadership on career and life fulfillment.
Have you ever wondered what it feels like to work in a place where your well-being is at the heart of the business? We’ll reveal how nurturing a positive work culture can transform mundane tasks into recognition and personal growth opportunities. John shares insights from the book and his own experiences, drawing parallels between nurturing his team at work and his relationship with his son. The conversation covers topics from personal connections to rejecting hustle culture, emphasizing that a thriving company culture is a bedrock for employee loyalty and organizational prosperity.
Finally, we spotlight leadership's role in revolutionizing the employee experience. We illustrate the connection between satisfied employees, delighted customers, and healthy profit margins with anecdotes and data. As John reminisces about a memorable father-son baseball trip, the essence of our message is clear: building meaningful bonds, whether on the field or in the office, is pivotal to creating an extraordinary life and business.
Here are just a few takeaways:
- Employee experience as a key to business success
- A discussion of “The Employee Experience Revolution” book and the need for leaders to align internal culture with external service goals
- Post-pandemic workforce seeking supportive environments
- The rejection of hustle culture in favor of work-life balance
- Job satisfaction's paramount importance
- The financial benefits of employee happiness on retention and growth
- Leadership's impact on culture and profitability
- The correlation between happy employees, customer loyalty, and profit margins
- Effective recognition in the workplace
- The importance of leaders modeling desired behaviors and investing in continuous training
- John’s personal story of bonding with his son over baseball
- The value of nurturing relationships through common interests
- An audience Q&A exploring the benefits of leadership training and financial implications of employee turnover
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Have you ever walked into a store and felt like just another face in the crowd?
This episode of The Customer Service Revolution delves into research from Drexel University that underlines the consumer's desire for authentic interactions in an increasingly automated retail world. John shares a pivotal moment for Starbucks with Howard Schultz's call to reignite the company's foundational values, confronting systemic challenges head-on.
This episode explores the strategies that mold customers into brand advocates. From “The Employee Experience Revolution,” we extract the essence of impactful employee training within the first 90 days. We then move on to crafting a flawless customer journey, tackling service hiccups, and sticking to those non-negotiable brand virtues. Whether it’s the salon industry’s use of capes or a dry cleaner's bag system, we explore personalization tactics that leave a lasting impression on every customer who walks through your doors.
Join us as we chart the path to elevating customer interactions and transforming your workforce into brand evangelists.
Here are just a few takeaways:
- Retail industry shifts back to prioritizing human interaction to bolster customer loyalty
- Research from Drexel University that affirms customer preference for personal touch over technology
- Why Starbucks' Howard Schultz emphasizes the need for companies to reconnect with their core values
- Tackling systemic challenges to maintain customer loyalty amid crises like the Great
- Resignation and supply chain issues
- Insights from “The Employee Experience Revolution” stressing comprehensive training within the first 90 days of employment
- Crafting seamless customer journeys
- Addressing service defects to uphold brand integrity and standards without compromising customer experience
- Turning employees into brand evangelists to foster a workplace culture that resonates with customers and enhances their engagement with the brand
- Personalization techniques that demonstrate the value of tailoring experiences to make customers feel recognized and appreciated
- Personalization and consistency as foundations for customer satisfaction and building lasting brand loyalty
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Want the secrets to standing out in a crowded market and captivating your customers?
On this episode of The Customer Service Revolution, get ready to change your business as guest Jaynie Smith analyzes the stark reality that many CEOs are in the dark about their competitive edge. John’s conversation with Jaynie dives into customer-centric strategies, where we blow the lid off “blah blah blah” marketing and reveal the remarkable tale of JTECH's restaurant pager breakthrough. Learn the power of understanding your customer's top buying criteria, and hear how a profound shift toward the client's perspective can revolutionize the way you do business.
This is an expedition through the emotions that tie a client to a company, where trust and personal connection transcend transactional relationships. Discover why testimonials echo the heart of what customers most value, and we sift through Jaynie's “Relevant Selling” strategies for gathering genuine client feedback—without breaking the bank.
Jaynie's expertise offers an arsenal for any business ready to level up. Whether you're an entrepreneur or a seasoned business leader, this episode is full of strategies to ensure your company stands out and strikes a chord with every customer it serves.
Here are just a few takeaways:
- Why 95% of CEOs can't articulate their competitive edge, stressing customer perspective over internal opinions
- The importance of aligning business strategies with customers' top buying criteria, featuring the story of JTECH's restaurant pager
- Emotional connections in client relationships and nurturing trust and personal connection beyond transactions
- Strategies for collecting authentic customer feedback
- The power of relevant testimonials in boosting customer loyalty
- Cost-effective customer research methods from Jaynie Smith
- The significance of past performance in marketing messages to differentiate a business from competitors
- Common business flaws, like failing to ask customers what they value and not measuring or updating performance metrics regularly
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/blog
thedijuliusgroup.com/my-cxt
smartadvantage.com
jayniesmith.com
www.linkedin.com/in/jayniesmith
www.amazon.com/dp/0385517092/ref=as_li_tf_til?tag=smaadvinc-20&camp=14573&creative=327641&linkCode=as1&creativeASIN=0385517092&adid=0M35TK2H8FBV9B3E9S43&
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher.
This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. Discover how mastering connections is about finding love and inspiring teams, retaining employees, and revolutionizing customer engagement. From the power of presentation skills to the challenges “accidental managers” face, we delve into the importance of leadership development and the influence of strong relationships at the core of successful businesses.
Venture with us into online dating, where the swipe-right culture has more in common with customer service than you might think. We analyze dating app design and the influence of e-commerce principles on our interactions, questioning if our quest for love is turning into a transactional game. Lakshmi and John unpack the generational shifts in dating culture, from Gen Z's technological prowess to the diverse experiences of those aged 45 to 59, and how these differences shape relationships in both personal and professional scenarios.
As Lakshmi and John’s conversation comes to a close, we explore rapport-building and its resemblance to professional networking. The discussion spans the emotional investment involved in dating apps, the power of the “get to” philosophy in personal and work life, and crafting effective communication. We share tips for elevating your social presence at events and valuing every interaction.
If you're ready to revolutionize how you connect with others and elevate your leadership game, this episode promises to arm you with strategies and a fresh perspective.
Here are just a few takeaways:
- The relationship-building parallels between dating and professional environments
- Online dating dynamics, including the impact of app design and e-commerce principles on interpersonal connections
- Generational differences in dating habits and their influence on professional relationships
- The emotional toll of online dating, preparation for dating apps, and the crossover of personal online personas to workplace interactions
- Human interaction at events and the necessity for organizations to truly value and reward people skills
- A comparison of effective communication strategies in both customer service and dating
- The “get to” philosophy that encourages a mindset shift to view daily activities as opportunities rather than obligations
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/blog
thedijuliusgroup.com/my-cxt
www.thelaterdatertoday.com
www.lakshmirengarajan.com
www.linkedin.com/in/lakshmi-rengarajan-she-her-077b3aa
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Unleash the full potential of your customer service team and lead your business to new heights with Scott Greenberg, the acclaimed author, and former Edible Arrangements franchisee, as he shares his playbook for excellence in leadership.
On this episode of The Customer Service Revolution, prepare to change your understanding of team dynamics and customer experience as we explore Scott's path from motivational speaking to hands-on business ownership. With anecdotes from the aviation industry's latest service strategies to powerhouses like Disney and Chick-fil-A, we uncover what it means to cultivate a culture where employees work and thrive.
Navigate the complexities of today's generational workforce, examining hourly workers' transient but critical contributions and the evolution of “hustle.” Scott's insights into taking a nuanced approach to managing diverse teams challenge the preconceptions about younger generations and highlights the value of adaptability and genuine leadership. We explore the nitty-gritty of developing leaders internally, the downsides of “accidental managers,” and the impact of investing in growing your managerial team to drive your business forward.
Step into a masterclass on creating a high-performing work environment that leaves a lasting impression on your customers and every employee. From the art of the interview process to treating employment as a “paid internship,” we reveal the strategies that turn employees into passionate brand ambassadors. Scott highlights addressing the soft needs of team members, shaping job experiences to resonate on an individual level, and how to make company values actionable on the front line.
This episode is a resource for anyone looking to elevate their leadership and create a second-to-none customer service culture.
Here are just a few takeaways:
- Scott Greenberg’s transition from motivational speaker to successful Edible Arrangements franchisee
- Customer experience as the key to business growth
- Adapting management styles to suit the evolving workforce
- Addressing the transient nature of hourly jobs and generational shifts related to “hustle”
- Developing internal leaders to avoid the downsides of “accidental managers”
- The importance of aligning work environments with employees' values
- Balancing managerial effectiveness in results and people orientations
- Examples from KFC and senior in-home care that demonstrate the importance of addressing employees' soft needs
- How great company culture leads to unexpected career longevity and transforms jobs into meaningful careers with growth opportunities
- The shift in recruitment post-pandemic
- The need for an exceptional interview process and treating employment as a “paid internship” to create passionate brand ambassadors
- Strategies for developing leaders and company culture
- The importance of making company values actionable for frontline employees and recognizing the role of every individual within an organization
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/blog
thedijuliusgroup.com/my-cxt
www.linkedin.com/in/scott-greenberg-1b17539
scottgreenberg.com
www.amazon.com/Stop-Shift-Show-Struggling-Top-Performing/dp/1642011622
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
When a child's future seems etched by adversity, the power of a dream can be revolutionary.
On this episode of The Customer Service Revolution, Katie Eichenauer of Believe in Dreams joins John. We unwrap the emotions of transforming childhood trauma into triumph. Their discussion ventures into the stories of children rising above their circumstances, revealing how Believe in Dreams intertwines life-changing experiences with educational opportunities, fostering a belief in brighter futures for these remarkable young dreamers.
This episode is proof of the resilience of the human spirit and the communities that rally to uplift it. We celebrate Believe in Dreams' 10th anniversary, marking a decade of dreams made real, from VIP events to therapeutic horseback riding. The stories of dreamers and alums illustrate the customized care and lasting connections that go beyond the fulfillment of a single dream. Hear the profound impact of community support, volunteer dedication, and the upcoming gala that promises to ensure the continuation of this vital mission.
Finally, we reflect on the true measure of success. Looking beyond the veneer of professional achievements, we acknowledge the real heroes who may not make headlines but make a difference in the lives of children. These stories underscore the importance of reshaping the legacies we leave.
With Believe in Dreams, we're not just changing lives—we're redefining what it means to dream and achieve.
Here are just a few takeaways:
- Celebrating ten years of Believe in Dreams with Katie Eichenauer
- Empowering disadvantaged children by transforming trauma into triumph through dream fulfillment
- How Believe in Dreams intertwines life-changing experiences with educational opportunities
- Providing a pathway to brighter futures and fostering community support
- Anniversary highlights include a decade of impactful dreams like VIP events and therapeutic horseback riding
- Tailored care and long-term connections with alumni
- Community-funded with a funding model relying on events like galas
- Offering merchandise to support its mission of empowering young dreamers.
- Considering the legacy of making a difference in children's lives over personal or professional achievements
- Dream coordinators (social workers) who tailor experiences to each child, build resilience and offer ongoing community support
- How you can support Believe in Dreams through their website, attending fundraising events, and contributing to the mission of reshaping legacies of hope and empowerment
Resources mentioned:
- thedijuliusgroup.com/the-customer-service-revolution-podcast
- thedijuliusgroup.com/project/cx-executive-academy
- thedijuliusgroup.com/project/cx-executive-academy-online
- thedijuliusgroup.com/blog
- thedijuliusgroup.com/my-cxt
- believeindreams.org
- believeindreams.org/upcoming-events
- believeindreams.org/nod2023
- believeindreams.org/get-involved
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success.
This episode of The Customer Service Revolution peels back the layers of customer experience, highlighting how a 5% uptick in retention might skyrocket profits by an astounding 75%. We contrast the effectiveness of different lead types, emphasizing the value of nurturing your existing customer base.
Trailblazing the path to the top, Lisa Lutoff-Perlo, Vice Chairman of External Affairs for Royal Caribbean Group and former President and CEO of Celebrity Cruises, joins us to share her ascent from a sales role to the pinnacle of leadership, shattering industry norms along the way. Lisa's story underscores the importance of mentorship, the unexpected push toward marketing, and a pivotal conversation with an executive coach that sparked her climb. Her journey underscores the power of intrinsic drive and a quest for excellence, offering young women a beacon as they carve their paths in leadership.
John and Lisa reflect on the rollercoaster of emotions and challenges Lisa faced, from pre-pandemic peaks to resilience during the cruise industry’s bleakest moments. Her departure after 39 years marks not just an end but the start of new adventures. We explore her book, “Making Waves,” a chronicle of courage, leadership, change, and sports fandom's influence on personal identity.
Through Lisa's story, we celebrate the spirit of courage and its ripple effect, empowering others to achieve beyond their wildest imaginations.
Here are just a few takeaways:
- Customer retention vs. advertising: a 5% increase in retention can boost profits by 75%
- Lisa Lutoff-Perlo's position as the first female President and CEO at Celebrity Cruises, which fostered gender diversity in corporate leadership
- Her leadership advice for women, including embracing roles before feeling fully prepared
- Leading through COVID-19, leveraging setbacks for strategy and team motivation
- Lisa's departure after 39 years and reflecting on her legacy
- Her book, “Making Waves”
- The importance of empowering others to achieve beyond their perceived limits
- Tesla's advertising approach with $0 spent on advertising yet achieving top industry valuation
Resources mentioned:
- thedijuliusgroup.com/the-customer-service-revolution-podcast
- thedijuliusgroup.com/project/cx-executive-academy
- thedijuliusgroup.com/project/cx-executive-academy-online
- thedijuliusgroup.com/blog
- thedijuliusgroup.com/my-cxt
- thedijuliusgroup.com/project/presentation-skills
- lisalutoffperlo.com
- www.amazon.com/Making-Waves-Womans-Smarts-Courage/dp/1637744803
- www.linkedin.com/in/lisa-lutoff-perlo
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers?
Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative. Shanif's insights illuminate the need for cross-departmental collaboration, and we explore AI’s role in propelling businesses forward, ensuring the human touch remains at the core of customer relationships.
Imagine the sheer power of AI in redefining retail strategy and the fear that it could replace those who ignore its potential. Shanif and John navigate the sweeping influence of generative AI across business landscapes, from salons crafting persuasive ad copy to spas managing appointments with sublime precision. AI handling customer inquiries prompts a discussion on the balance between embracing technological advancements and preserving the human element in nurturing customer bonds.
Wrapping up the conversation, Shanif and John offer advice for businesses embarking on their AI journeys. From the simplicity of leveraging tools like ChatGPT to the more intricate decision of building in-house or outsourcing AI solutions, Shanif and John outline a path for companies like Locusive to streamline customer success.
This episode isn't just about AI's potential; it’s a deep dive into the confluence of technology and humanity in customer service.
Here are just a few takeaways:
- The power of generative AI in customer service and the steps for successful implementation
- Generative AI's role in content creation, efficiency in appointment scheduling, and its potential to revolutionize call centers
- Some practical uses of AI in businesses
- The challenges of AI writing tools in fact-checking and why it still needs human verification
- When companies should build in-house AI solutions or seek external expertise
- The future of AI in businesses: how AI can assist workers without replacing them and the value of human skills in an automated world
- Work-life balance and prioritizing personal commitments in scheduling to lead an extraordinary life
Resources mentioned:
- thedijuliusgroup.com/the-customer-service-revolution-podcast
- thedijuliusgroup.com/project/cx-executive-academy
- thedijuliusgroup.com/project/cx-executive-academy-online
- thedijuliusgroup.com/blog
- thedijuliusgroup.com/my-cxt
- thedijuliusgroup.com/project/presentation-skills
- www.locusive.com
- www.linkedin.com/in/shanifdhanani
- twitter.com/shanif
- shanif@locusive.com
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company culture and employee morale.
In this conversation, join John and Franco Greco of NewDay USA as we unravel the ethos of exceptional customer service and how it's redefining success. Listen as Franco shares his innovative strategies for engaging with the millennial and Gen Z workforce, highlighting the impact of these dynamic generations on a company's growth trajectory.
This episode explores the changing landscape of recruitment and training, focusing on the untapped potential of hiring older employees. As we navigate the nuances of generational differences in the workplace, we uncover how NewDay USA's shift in hiring practices has leveraged the rich experience of seasoned professionals to strengthen their teams. Additionally, we touch on the effect of remote work on the industry, revealing the challenges and triumphs of adapting to new modes of career development and client communication.
The art of leadership and the strategic cultivation of future leaders take center stage as we discuss fostering a cohesive team and enhancing the veteran experience in the mortgage market. Hear how NewDay USA's commitment to customer experience and leadership development has been instrumental in creating a robust corporate culture and improving client retention.
From managing client communication to balancing work and life, this episode is packed with actionable advice for business leaders aiming to create a lasting impact in their industries.
Here are just a few takeaways:
- Franco Greco's success at NewDay USA through a focus on customer service that enhances company culture and client satisfaction
- A strategic shift in hiring practices that prioritizes the experience of older employees and adapting to attract Gen Z's work-life balance desires
- Hiring motivated individuals with diverse backgrounds
- Interview techniques that reveal true character over-rehearsed responses
- Investment in a Customer Experience Executive Academy to improve interdepartmental relations and customer service skills across the company
- Initiating innovative team-building strategies by developing future leaders
- Addressing veteran customer service experiences to reduce opt-outs
- Consistent client communication
- Understanding the unique needs of older veterans in financial services to maintain relationships
- Work-life balance and the power of networking and mentorship
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/blog
thedijuliusgroup.com/my-cxt
thedijuliusgroup.com/project/presentation-skills
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen.
On this episode of The Customer Service Revolution, we cover Matt's journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care. We uncover the necessary ingredients for becoming a brand that customers cannot live without, from the art of presentation skills in leadership to fostering a culture where every team member feels empowered to perform acts of kindness.
As we unravel the leadership and personal growth narrative, John shares his experience of taking a sabbatical and the profound clarity it brought to his life. The importance of work-life balance and investing in yourself takes center stage, outlining how these principles are integral for individual well-being and cultivating a supportive business environment. The conversation delves into the emotional toll leadership can take and how embracing vulnerability leads to stronger community ties, exemplified by Matt Jensen Marketing's hands-on approach to healthcare marketing.
John and Matt touch upon the African philosophy of Ubuntu, which underpins the essence of our interconnectedness and shared responsibility. This discussion reveals the role of customer service and personal development in business success. It's an invitation to go beyond transactional relationships and create an environment where personal growth is celebrated, and the human element is revered in business.
Join John and Matt and join the revolution, bridging the gap between exceptional customer experience and leadership authenticity.
Here are just a few takeaways:
- Matt Jensen's journey with Vance Thompson Vision that showcases the role of customer experience in business success
- Strategies for becoming an indispensable brand including sharing knowledge, understanding client goals, and empowering teams to perform kindness
- Leadership impact: fostering environments where employees feel empowered to provide exceptional service
- The “daymaker dopamine” concept
- The importance of personalized customer experiences
- The emotional toll of leadership and work-life balance
- Embracing vulnerability and building strong communities through supportive networks and authentic marketing approaches in healthcare
- The African philosophy of Ubuntu that emphasizes interconnectedness and shared responsibility
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/blog
thedijuliusgroup.com/my-cxt
thedijuliusgroup.com/project/presentation-skills
mjmexperience.com
matt-jensen.com
vancethompsonvision.com
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
From his time in the military to the courtroom, Alex Gertsburg has navigated a path that's as inspiring as instructive.
In this episode of The Customer Service Revolution, Alex, the managing partner of Gertsburg Licata Law Firm, joins John to share his journey and how it's shaped his approach to leadership and customer service. His transition from the discipline of military life to the rigor of law practice underscores the value of integrity and presentation skills, not just in the courtroom but in every interaction with clients and colleagues. Their conversation reveals that the secret to standing out in professional services isn't just about being the best; it's about making your clients feel like they're the most important part of your day.
Negotiation isn't just an exchange of terms; it's an art form that hinges on empathetic listening and understanding clients' true motivations. Alex walks us through the nuances of reaching beyond the surface and fostering connections that lead to meaningful outcomes for all parties involved. Listening is an essential skill often overlooked in today's fast-paced business world. And it's not just about legal battles; John and Alex’s discussion on Alex's book “The Lawsuit-Free Company” provides action items for business owners to proactively safeguard their operations through a preventive legal strategy, ultimately saving time, stress, and resources.
In the final segments of the discussion, John and Alex explore the power of personal development practices like meditation, annual sabbaticals, and going the extra mile for customers. Alex's story of orchestrating a manicure for a client when the schedule was packed is a testament to our ethos—creating outstanding moments for every customer every time. It's not just about the service provided, but the experience remembered.
Tune in for an episode filled with stories and strategies that promise to revolutionize how you approach customer service and professional growth.
Here are just a few takeaways:
- Alex Gertsburg's military background that instilled discipline and leadership
- The value of making clients feel prioritized in the legal profession
- The role of presentation skills in enhancing leadership
- Empathetic listening in negotiations and understanding clients' underlying motivations
- “The Lawsuit-Free Company” book and the proactive strategies it offers to safeguard businesses against litigation
- AI’s impact on the legal field, promoting efficiency, and the personal benefits of meditation and annual sabbaticals for reflection and goal-setting
- An anecdote from Alex of exceptional customer service by arranging a client's manicure
- The concept of “day maker dopamine” and its effects on employee satisfaction and customer experience
Resources mentioned:
- thedijuliusgroup.com/the-customer-service-revolution-podcast
- thedijuliusgroup.com/project/cx-executive-academy
- thedijuliusgroup.com/project/cx-executive-academy-online
- thedijuliusgroup.com/blog
- thedijuliusgroup.com/my-cxt
- thedijuliusgroup.com/project/presentation-skills
- www.GertsburgLicata.com
- Alex’s book The Lawsuit-Free Company
- Connect with Alex on LinkedIn.
- Subscribe to Alex’s blog
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
When sales guru Morné Smit sits down to chat, you know it's time to take notes. His journey from a humble sales start to revolutionizing company growth is nothing short of inspiring, and that's precisely what we get into in this episode.
On this episode of The Customer Service Revolution, with Morné at the helm, we explore the legacy of mentorship as he takes on Jack Daly's intellectual property in Europe, illustrating just how invaluable such relationships are in business.
Prepare to revolutionize your approach to sales and marketing as we synthesize the two into a powerhouse duo. Morné's mantra, “Master sales, guarantee growth, and predict success,” lays the groundwork for our discussion on fostering a collaborative culture, rejecting the outdated competitive models, and homing in on the markets that matter. We delve into strategies for crafting sales techniques that resonate in today's oversaturated market, emphasizing the importance of thoughtful questioning and the art of listening to forge authentic connections.
Building a triumphant sales team is an art form in itself, and in this episode, we share the blueprint. Learn why maintaining a “virtual bench” of potential recruits could be your next game-changer and how to spot candidates who bring more than just a polished resume to the table. Plus, we're looking ahead, equipping you with tactics to empower your sales force for 2024, including the development of a killer sales playbook and a vision for the future that will have your team primed for success.
Don't miss this masterclass in sales strategy, where we lay out the roadmap to growth for your company.
Here are just a few takeaways:
- Morné Smit's transformation from a starting sales role to leading Emmer's Group with sustainable year-over-year growth for clients
- Morné’s inheritance of Jack Daly's sales intellectual property
- The impact of mentorship and succession in business
- Morné’s credo, "Master sales, guarantee growth, and predict success," as a reflection of the integration of sales and marketing for business triumph
- Techniques for sales differentiation to foster genuine client connections
- Identifying potential sales talent by focusing on desire, commitment, and coachability over skill sets
- Building a successful sales team by creating a "virtual bench" of candidates, using sales playbooks, and emphasizing cultural fit
- The necessity of a detailed three-year plan and robust sales playbook to navigate evolving business challenges
Resources mentioned:
- thedijuliusgroup.com/the-customer-service-revolution-podcast
- thedijuliusgroup.com/project/cx-executive-academy
- thedijuliusgroup.com/project/cx-executive-academy-online
- thedijuliusgroup.com/blog
- Mornensmit.com
- EmerseSales.com
- TakeAction@emersesales.com
- Follow Morné on Linkedln
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.”
On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone's day and the subtle nuances that turn a service mishap into a triumph. John and Tom’s discussion covers the revitalization of Wilson, Arkansas, all the way to the deep connections forged by personal touches in customer interactions.
Tom Smith is a virtuoso of the customer experience and shares his wisdom on cultivating unforgettable moments. Hear how small, thoughtful actions can ripple through a person's life as we explore the role of “daymakers” in business. This episode is a heartfelt reflection on the power of empathy and understanding in service delivery, demonstrating how every employee can embody the luxurious touches that define our industry.
As we wrap up, John shares wisdom from his writing and hospitality adventures, offering guidance on transforming client losses into learning experiences. He even reveals his “word of the year” as a navigational star for personal growth.
Whether you're a customer service enthusiast or a business professional seeking to elevate your craft, this episode will leave you inspired and ready to spark your own revolution in the art of service.
Here are just a few takeaways:
- Tom Smith’s adeptness at creating extraordinary customer experiences
- “Tipflation” and its impact on the service industry
- The changing expectations around tipping practices
- Tom's journey from the military to hospitality, his philosophy of personalized care, and stories of memorable guest interactions
- “Daymakers” in business and the importance of turning service mishaps into opportunities for creating loyal customers
- The revitalization of Wilson, Arkansas, with its unique English Tudor architecture and the transformation into a community-focused destination
- Reflections on personal experiences, the concept of slow travel, and advice for excelling in the hospitality industry
- Strategies for learning from customer loss
Resources mentioned:
- thedijuliusgroup.com/the-customer-service-revolution-podcast
- thedijuliusgroup.com/project/cx-executive-academy
- thedijuliusgroup.com/project/cx-executive-academy-online
- thedijuliusgroup.com/blog
- www.wilsonarkansas.com
- www.linkedin.com/in/tom-smith-ceo-inviteonly
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
When Michael Caito rolled up his sleeves to launch Restaurants on the Run with just $6,000, he was scripting what would become an entrepreneurial odyssey—a $40 million revenue behemoth that caught Grubhub's eye.
On this episode of The Customer Service Revolution, sit down with us as Michael reveals the inner workings of his success, where exceptional customer service and a steadfast dedication to employee engagement weren't merely buzzwords but the cornerstone of a culture that catapulted his startup to the big leagues.
But this conversation is more than just a tale of scaling a business; it's a deep dive into the ethos that underpins enduring success. Hear how Benson Kearley IFG's “Ford monthly allowance” initiative isn't just changing the way businesses interact with clients; it’s redefining them. From celebrating customer milestones to fostering a vibrant work culture, we explore the practices that can make the difference between a satisfied customer and a lifelong advocate and between a good and great workplace.
This episode wraps up with personal reflections that go beyond the boardroom. As a father and husband, John peels back the layers on the mantras that steer his life—cultivating a growth mindset, cherishing family, and embracing the “mommy evacuations” that keep the home front happy and whole. And as we touch on the art of giving in relationships, we're reminded that success, whether in business or life, often comes down to the generosity we extend without expectation.
Join us for a session where the currency of relationships takes center stage, and we measure the return on investment in more than just dollars and cents.
Here are just a few takeaways:
- Michael Caito's entrepreneurial journey from founding Restaurants on the Run to a $40 million sale to Grubhub
- Key principles of customer and employee engagement that propelled Michael’s business success
- Building a strong work culture and maintaining long-lasting client relationships
- Strategies for navigating the challenges of business acquisitions and aligning company culture
- Accountability in business sales
- The transition from entrepreneur to leader
- The personal philosophy of prioritizing family
- The power of mindset in achieving success
- Generosity’s transformative effects on business and personal relationships
Resources mentioned:
- thedijuliusgroup.com/the-customer-service-revolution-podcast
- thedijuliusgroup.com/project/cx-executive-academy
- thedijuliusgroup.com/project/cx-executive-academy-online
- thedijuliusgroup.com/blog
- betterbookclub.com
- mapconsulting.com
- www.instagram.com/mapcaito
- www.youtube.com/watch?v=wALh23YHB_k
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Have you ever wondered how businesses achieve that coveted synergy between their frontline staff and the expectations of their customers?
On this episode of The Customer Service Revolution, Christopher Wallace, the co-founder and president of InnerView Group, joins John to unravel the secrets behind a customer service revolution taking the corporate world by storm. Through the lens of Christopher's extensive sales and marketing expertise, they discuss how the Employee Service Aptitude Test (ESAT) plays a pivotal role in empowering employees to deliver unparalleled customer experiences and why continuous innovation and learning are the bedrock of customer satisfaction.
Imagine walking into a store where your every need is met and anticipated. That's the future Christopher envisions as he and John navigate the intricacies of aligning marketing promises with real-time customer interactions. They dissect the complexities of B2B2C relationships, using examples from the auto industry. They also introduce the groundbreaking InFront platform, designed to ensure that the narrative spun by marketing teams is the reality customers encounter, enhancing the overall brand experience.
In their wrap-up, Christopher and John contrast the concepts of employee engagement and brand alignment, tapping into the magic that businesses like Apple and Southwest Airlines have mastered. It's not just about having content employees but about instilling a profound connection with the company's values. They delve into the importance of leadership in nurturing this alignment for strategic success. Then, reflecting on the essence of an extraordinary life, Christopher and John share personal insights on community, mentorship, and the high-value relationships that have shaped their personal and professional paths.
Tune in for an episode that's as much about revolutionizing customer service as about living a life marked by impact and character.
Here are just a few takeaways:
- Revolutionizing customer service by aligning employee perceptions with customer expectations and company values
- The Employee Service Aptitude Test (ESAT) as a tool for enhancing staff service skills and fostering a customer-focused culture
- The InFront platform and its role in synchronizing frontline customer interactions with marketing efforts, using the auto industry as a case study
- Aligning company value propositions with customer interests
- The impact of employee insights on strategic focus
- The distinction between employee engagement and brand alignment
- Some personal reflections on the value of community, mentorship, and the significance of leading an extraordinary life that uplifts others
- How employee excitement about a company's value proposition can be a key indicator of customer experience delivery and overall business success
Resources mentioned:
- thedijuliusgroup.com/the-customer-service-revolution-podcast
- thedijuliusgroup.com/project/cx-executive-academy
- thedijuliusgroup.com/project/cx-executive-academy-online
- thedijuliusgroup.com/blog
- cwallace@innerviewgroup.com
- www.linkedin.com/in/christopherewallace
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Prepare for an enlightening conversation on how artificial intelligence (AI) is revolutionizing customer service and creating a significant competitive advantage!
On today’s episode of The Customer Service Revolution, John’s guest, Aurélien Coq, an astute product manager at Eskers, will share how AI automation liberates customer service professionals from monotonous tasks and empowers them with new skills to handle complex scenarios. This insightful session is packed with best practices for fostering a customer-centric culture that can radically transform your business.
This episode doesn't shy away from the misconceptions, risks, and fears associated with AI. John and Aurélien’s discussion candidly addresses the belief that AI may replace human jobs. Instead, we highlight how AI is changing the nature of jobs and freeing humans to concentrate on high-level tasks. We also explore the practical uses of AI in customer service support, especially in B2B businesses - unpacking the history, the present, and the potential future of this game-changing technology.
And finally, we land on the most pertinent question – how does AI impact our daily lives? Drawing from Aurélien Coq's deep knowledge, we discuss the importance of human supervision in AI implementation and the need to consider risks like data privacy. The episode wraps up with an inspiring chat on the power of passion and enthusiasm in overcoming struggles and achieving success.
We hope to leave you with a sense of empowerment inspired by the stories of famous individuals who persevered through challenges.
Here are just a few takeaways:
- How artificial intelligence (AI) is revolutionizing customer service, freeing professionals from tedious tasks and enabling them to develop new skills
- AI in the context of customer service in B2B businesses has been used for decades.
- AI is not a job killer but a tool that changes the nature of jobs, allowing humans to focus on more high-level tasks
- Practical uses of AI in customer service, such as data entry assistance, customer inquiry analysis, and response generation
- The importance of human supervision in AI implementation is stressed, along with considering potential risks such as data privacy
- The power of passion and enthusiasm in overcoming struggles and achieving success
- How AI can transform customer service and create a competitive advantage for businesses
Resources Mentioned:
- thedijuliusgroup.com/the-customer-service-revolution-podcast
- thedijuliusgroup.com/project/cx-executive-academy
- thedijuliusgroup.com/project/cx-executive-academy-online
- thedijuliusgroup.com/blog
- betterbookclub.com
- www.linkedin.com/in/aureliencoq
- www.esker.com/business-process-solutions/order-cash/customer-service-automation/ai-in-customer-service
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service?
On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us. We meander through Johnni's wrestling journey, his transformation into an entrepreneur, and the creation of his vibrant social media presence. We'll reveal how his experiences in wrestling influenced his understanding of customer service and how he molded his identity besides being just John’s son.
We don't stop there. Life is never a straight road, and John and Johnni’s conversation takes us through the concept of "pronoia," the belief that the universe conspires in our favor. We'll share a light-hearted and inspiring story about Dwayne "The Rock" Johnson and discuss how unexpected life events can lead to even better outcomes. We'll also delve into Johnni's shift from wrestling to coaching, an unexpected twist that brought him immense satisfaction - and his take on life - living on his terms, finding the balance between selflessness and self-care, and the joy that comes with it.
John and Johnni also discuss extreme sports, social media, and storytelling. We'll take you through Johnni's journey in monetizing social media and his passion for inspiring others through his content. We also reflect on the growth aspect of life, the importance of family support, and the value of a positive attitude in overcoming life's challenges.
Tune in for a conversation filled with humor, wisdom, and inspiration.
Here are just a few takeaways:
- Johnni DiJulius's transition from renowned wrestler to a successful entrepreneur and social media influencer
- "Pronoia" – the belief that setbacks can lead to better outcomes, inspired by Dwayne "The Rock" Johnson’s story
- Personal growth, family support, and maintaining a positive attitude when facing life’s challenges
- An anecdote about a hot air balloon jump and responsible risk-taking in extreme sports and social media
- Setting to-do goals and to-be goals, their impact on personal identity, and success in relation to the "arrival fallacy"
- Personal achievement, monetizing social media, and the thrill of extreme sports
- Legacy, personal growth, and the crucial role of family support
Resources mentioned:
- thedijuliusgroup.com/the-customer-service-revolution-podcast
- thedijuliusgroup.com/project/cx-executive-academy
- thedijuliusgroup.com/project/cx-executive-academy-online
- thedijuliusgroup.com/blog
- www.livenotmrw.com
- www.tiktok.com/@johnni.dijulius
- www.instagram.com/johnnidijulius
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
On this episode of The Customer Service Revolution, Nicole Paul, a renowned expert in customer experience, is our guest host.
Nicole plunges into the heart of customer service, discussing its potential as a competitive edge, the importance of transparent communication within an organization, and some useful methods to transform unhappy customers into brand enthusiasts.
She underscores the need for a customer-centric approach and shares insightful anecdotes and tips on creating an uplifting customer experience. Nicole also highlights the essential role of empathy in customer service and how impactful leadership can spearhead a team's triumph. She challenges conventional thoughts, from reevaluating work-life balance to understanding a typical customer day. Nicole is bound to redefine your perspectives and incite a revolution in your customer service and leadership tactics.
This episode is a treasure trove for business owners, customer service representatives, or anyone interested in customer service, equipping you with precious insights and practical strategies. Tune in and get ready to radically alter your approach to customer service and leadership.
Here are just a few takeaways:
- How customer service can be a company's competitive advantage
- An exploration of work-life balance and hustle culture
- Challenging the notion of relentless hard work for success
- The importance of understanding the customer's perspective
- The role of clear communication in fostering a healthy relationship between companies and customers
- Practical tips on creating a positive customer experience, with a focus on service recovery and the impact it has on customer loyalty
- The importance of empathy in customer service and how it can be used to turn angry customers into brand enthusiasts
- Anecdotes from Nicole Paul that illustrate the importance of creating processes that make it easy for customers to do business with companies
- The qualities of an effective leader in the customer service industry and how celebrating team successes contributes to a thriving work environment
Resources mentioned:
- https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
- https://thedijuliusgroup.com/project/cx-executive-academy/
- https://thedijuliusgroup.com/project/cx-executive-academy-online/
- https://thedijuliusgroup.com/blog/
- www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Prepare to uncover the truth about customer service in today's US economy.
Listen here → https://thedijuliusgroup.com/csr133
We promise you a discussion that will not only shed light on the dramatic shift in consumer sentiment but also offer insights on how to turn this customer service recession into your competitive advantage. With customer satisfaction at a two-decade low, we stress the unparalleled importance of a consistent customer experience that will set your business apart from competitors.
Our guest on this episode of The Customer Service Revolution is Dave Murray, the Vice President of Consulting for the DiJulius Group. Dave brings a wealth of knowledge on creating an internal culture that champions empathy, compassion, and collaboration. Together, we tackle the often-overlooked aspect of negative cues in communication and how they profoundly impact customer perception and loyalty. We discuss the best practices in internal communication and team building to foster an environment where everyone understands their role, the “why” behind their tasks, and, most importantly, who their customer is.
Lastly, we shift gears to talk about personal growth and self-improvement. Prepare to reflect on your life and consider whether you're living it to the fullest. We present strategies to be kinder, more compassionate, and more appreciative, leading you toward an extraordinary life that not only fulfills you but also inspires those around you.
Don’t miss this episode that promises to leave you with valuable takeaways and a new perspective on customer service and personal growth.
Here are just a few takeaways:
- Dave Murray’s thoughts on turning the customer service recession into a competitive advantage amidst a shift in consumer sentiment
- The significance of internal culture that promotes empathy, compassion, and collaboration within an organization
- The negative cues in communication that can significantly affect customer perception and loyalty
- Defining communication channels, being present and focused during interactions, and establishing standards for understanding
- Understanding who the customer is, both internal and external, and the impacts of not being aware of this
- A reflection on personal growth, self-improvement, and strategies to live an extraordinary life that inspires others
- The role of recognizing and addressing negative cues in communication for a positive customer experience
Resources mentioned:
The Customer Service Revolution Podcast
Customer Experience Executive Academy
Customer Experience Executive Online Academy
John’s blog
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius.
Listen here → https://thedijuliusgroup.com/csr132
On this episode of The Customer Service Revolution, we’re delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu” in the business landscape. John will also share his thoughts on the crucial role of a strong service recovery process in boosting customer loyalty and the transformative power of purpose in business.
John’s 2023 Customer Service Revolution Conference talk will ignite your understanding of customer service's broader societal impact. With a growing epidemic of loneliness and isolation affecting every generation, discover how this impacts how we work and connect with people. We'll also examine the severe effects of the pandemic, particularly on college students. Gain insights into how to train your employees for exceptional customer service, the value of a service aptitude test, and the latest trends in the American Customer Satisfaction Index.
We reveal how curiosity is the foundation of stellar customer service. John illuminates the principles of hospitality that eliminate personal interpretations, how top-of-mind awareness and regular staff training can curtail employee roulette, and how silent cues and visual triggers can deliver a fantastic customer experience. Listen as we explore methods to ensure employees understand their responsibilities when dealing with customers and how to handle customer complaints effectively.
Don’t miss this opportunity to learn from one of the best in the business!
Here are just a few takeaways:
- The competitive advantage of excellent customer service, exploring best practices, and the influence of “Ubuntu” in the business world
- The societal impact of customer service, the epidemic of loneliness and isolation, and its effects on work and connection with people
- An examination of the American Customer Satisfaction Index, the role of a service aptitude test, and the importance of employee training for exceptional customer service
- Curiosity as the foundation of stellar customer service, including the principles of hospitality, employee training, and the role of visual triggers in customer experience
- How to use customer experience action statements to clarify employees' responsibilities when dealing with customers and strategies for handling customer complaints effectively
- The transformative power of purpose in business, and the story of Metronics and their method of showing employees the impact of their work
- The importance of a strong service recovery process in boosting customer loyalty and the concept of the service recovery paradox
Resources mentioned:
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Ever wondered why some brands like Starbucks continue to be loved generation after generation? Or perhaps you've pondered how the pandemic has forever changed the workforce, particularly for the Gen Z population?
Listen here → https://thedijuliusgroup.com/csr131
John’s son, Cal DiJulius, joins him to unravel the mysteries of Gen Z in the workforce. As we ground our discussions in data-driven insights and actionable strategies, we reveal the unique behaviors, attitudes, and preferences of this populous and diverse generation.
John and Cal have a heartfelt conversation about the pandemic's impact on Gen Z's career journeys, including Cal’s, and how it reshaped the concept of a fulfilling work environment. A key focus of the conversation is the Employee Experience Revolution - a framework that aims to create a world-class brand experience. They probe into the vital role of authenticity and “cancel culture” in the workplace, the importance of re-engaging and reinvigorating around a common goal, and the necessity for accommodations like remote working, personal days, and work-life balance.
John and Cal reflect on John’s experience helping Starbucks create a customer experience action statement and the ripple effects on their brand. They pull apart the power of work and adaptation using New Day USA as a case study and caution against the dangers of business stagnation. Finally, they address the challenge of bridging generational divides in the workplace and fostering connections between Gen Zers and other generations.
Tune in, and let's demystify Gen Z and foster a vibrant, inclusive workplace environment.
Here are just a few takeaways:
- The unique behaviors, attitudes, and preferences of Gen Z in the workplace, with data-driven insights from a Pew Research study
- The impact of the pandemic on the work experiences of Gen Z and the increasing importance of flexibility, humanity, and balance in the workplace
- An analysis of the implications of “cancel culture” on Gen Z in the workplace and the importance of authenticity, purpose, and culture for this generation
- Starbucks' approach to creating customer experience action statements and how this influenced their brand
- The power of work and the need for adaptation, using New Day USA as a case study
- The challenge of bridging generational divides in the workplace and fostering connections between Gen Z and other generations
- Strategies to empower Gen Zers in the workplace and create a vibrant, inclusive environment
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Have you ever wondered how remote work is impacting our mental health? Or perhaps you're curious about how to redefine success in our increasingly digital world?
Listen here → https://thedijuliusgroup.com/csr130
This episode of The Customer Service Revolution is for you. We're diving into the challenging realm of loneliness and the effects of remote work on our well-being. From the debate over the return to office to the professional isolation experienced by remote workers, we canvas the controversial and complex dynamics of our changing work landscape.
Joining John for this conversation is bestselling author and customer experience expert Joey Coleman. He shares thought-provoking insights from his book Never Lose an Employee Again, providing a robust framework for companies to enhance employee engagement and reduce turnover. We also delve into the eight phases of the employee experience, emphasizing the pivotal role of the first 100 days in a relationship.
In the latter part of the episode, we spotlight the strategies to boost employee engagement. Using the “Jam” and “Verbat” models as benchmarks, we explore how organizations can create a captivating atmosphere for new recruits. And in an interesting twist, we redefine the notion of a billionaire. Corporate futurist Pete Dull suggests that a billionaire is someone who positively impacts the lives of a billion people. Let's challenge ourselves to become billionaires in this revolutionary sense.
Tune in for this compelling episode - it's more than just a conversation; it's a call to action for positive change in our work culture.
Here are just a few takeaways:
- The impact of loneliness and professional isolation in remote work and the role of customer service in addressing these issues
- Bestselling author Joey Coleman’s insights from his book Never Lose an Employee Again, which provides strategies for companies to reduce turnover and increase employee engagement
- The eight phases of the employee experience and the critical importance of the first 100 days in any relationship
- Strategies to enhance employee engagement and create a welcoming atmosphere for new recruits, taking inspiration from innovative models of “Jam” and “Verbat” organizations
- A redefinition of a billionaire as someone who positively impacts a billion lives
- Exploring the different stages of the employee experience and the importance of a robust onboarding process for long-term engagement and retention
- The significant role of customer service in the evolving work landscape and the potential benefits and challenges of remote work
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
joeycoleman.com
www.amazon.com/Never-Lose-Employee-Again-Remarkable-ebook/dp/B0BGN1T54Y
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Want to know the secret to growing a business from a humble start in the back of a tanning salon to a nationwide franchise?
Listen here → https://thedijuliusgroup.com/csr129
On today’s episode of The Customer Service Revolution, John’s guest, Joe Stanoszek, founder of the fastest-growing med spa in the country, VioMed Spa, shares his awe-inspiring journey and how his commitment to exceptional customer service played a significant role in his success. With a candid conversation about his personal story, including his struggles with hyperpituitarism and how testosterone therapy helped him grow, you're in for an episode filled with resilience, tenacity, and a deep dive into the reality of entrepreneurship.
As we traverse Joe's entrepreneurial journey, we explore his initial ventures in the dry cleaning business and tanning, as well as the impact of the tanning tax on his business. He then explains how he dared to venture into laser spa services, metamorphosing from a one-room laser spa to a larger location offering various services. If you are intrigued by stories of transformation and growth, you will love hearing about Joe's partnership with a franchise development team in 2017, propelling VioMed Spa to a nationwide audience.
The medical spa industry is projected to grow by over 300% by 2026. How does Joe navigate this rapid growth? We talk about his experiences delegating daily operations and the pandemic's unexpected role in boosting the industry. Joe also emphasizes the importance of stellar customer service and making customers feel valued, a belief he credits to the success of VioMed Spa.
Don’t miss this opportunity to learn from Joe's journey, his astonishing work ethic, and his belief in the power of self-trust.
Here are just a few takeaways:
- Joe Stanoszek’s humble beginnings, from growing up with hyperpituitarism and relying on testosterone therapy to becoming the chief innovation officer of the fastest-growing med spa in the country
- The evolution of VioMed Spa from starting in a small room in the back of a tanning salon to becoming a nationwide franchise, offering a wide range of services from laser spa to injectables
- His strategic decision to delegate day-to-day operations as the med spa industry is projected to grow by over 300% by 2026
- The role the pandemic has played in boosting the med spa industry and Joe’s unique perspective on customer service
- Joe’s views on creating personalized customer experiences and the importance of developing relationships with customers and making them feel valued
- His personal journey from struggling in college to leading a thriving med-spa chain, attributing his success to hard work and belief in himself
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.viomedspa.com
www.linkedin.com/in/joe-stanoszek-7b069051
joestanoszek@gmail.com
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Can you remember the last time you silenced your inner voice?
Listen here → https://thedijuliusgroup.com/csr128
This episode of The Customer Service Revolution invites you to a fascinating conversation with Bronkar Lee, whose journey from an overweight kid to a high-profile entertainer, performer, and motivational speaker is inspirational. Bronkar's unique blend of music and circus entertainment, which has earned him spots on the Tonight Show with Jay Leno and a Super Bowl commercial, is a testament to his grit and talent.
Bronkar takes us through his journey, sharing how harnessing his internal dialogue has aided his personal growth and equipped him to help others. He also discusses the shift towards more open conversations on mental health, a topic that's gained significant attention amid the global pandemic. With a unique perspective on managing negative self-talk, he reveals his strategy rooted in reflection and projection, highlighting the energy that our words carry.
Have you ever wondered how people overcome challenges in their daily lives and still manage to stay positive?
Bronkar shares an incident with his new fridge, showcasing the power of intentionality, presence, and effective communication in resolving issues. As we gear up for The Customer Service Revolution Conference, Bronkar promises an energizing experience in his dual roles as a keynote speaker and emcee. Closing with an intimate glimpse into his parenting approach, he discusses the importance of imparting emotional and mental skills to his sons.
Buckle up for an exciting ride with Bronkar Lee, filled with laughter, motivation, and much more.
Here are just a few takeaways:
- Bronkar Lee's story as an overweight child to becoming a star performer and motivational speaker
- The significance of mental health and strategies to combat negative self-talk
- Bronkar's experience with customer service and how he used intent, presence, and communication to resolve an issue with a faulty fridge
- His upcoming roles as an emcee and keynote speaker at The Customer Service Revolution Conference
- Bronkar's approach to parenting that focuses on the importance of equipping his sons with emotional and mental skills
- His unique blend of music and circus entertainment and how it helped his career take off
- The power of inner dialogue and its impact on personal growth, mental health, and customer service
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
Bronkar Lee’s viral video - www.facebook.com/watch/?v=10154801517787606
www.bronkar.com
www.thedijuliusgroup.com
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EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Just imagine if unchecked growth led your business to a painful downturn, compromising hiring standards, creating culture clashes, and ultimately causing a significant drop in customer service.
That's what happened to Starbucks, and in this episode of The Customer Service Revolution, we learn from their experience, identifying the crucial lessons about maintaining company culture during rapid expansion and why hiring the right people is critical.
We're hitting hard on the six major culprits behind a declining customer experience: compromised hiring, fast-tracking new employees, increased employee turnover, drops in customer satisfaction, inadequate systems, and culture clashes. Our searchlight is not just on the problems but also shedding light on the solutions. We're addressing how you can refine your interview process, invest in proper training, ensure your employees have the necessary soft skills to deliver excellent customer service, and lead effectively from a distance.
Buckle up as we navigate the turbulent waters of rapid business growth and how you can achieve it without jeopardizing your business.
Here are just a few takeaways:
- The crash and rise of Starbucks due to unchecked rapid expansion that led to a decay of culture, customer experience, and customer satisfaction
- The six pitfalls that cause a decline in customer experience: compromised hiring, fast-tracking new employees, increased employee turnover, drops in customer satisfaction, inadequate systems, and culture clashes
- Strategies for avoiding and remedying these issues such as refining the interview process, investing in proper training, and ensuring employees have soft skills
- The challenge of leading effectively from a distance and the importance of building emotional connections with employees
- Why you need to craft an experience that makes customers feel better about themselves, avoid transactionalizing customer relationships, and have someone dedicated to designing the customer experience
- An examination of Starbucks' experience as a case study for achieving sustainable growth, maintaining business culture during rapid expansion, and avoiding pitfalls that can compromise business culture and sales
- Practical advice on how to supercharge your growth strategy based on Starbucks' lessons learned
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
As we stand on the precipice of a major shift in the workforce landscape, how will your organization adapt to the challenges and opportunities brought about by the Great Resignation? Are you ready to embrace the future of remote working and cultivate a company culture that attracts top-quality recruits and inspires your existing employees to reach their full potential?
In this episode of The Customer Service Revolution, John dissects these pertinent issues and more. He explores how the pandemic has affected various categories of individuals entering the workforce, from stay-at-home parents to gig economy workers. Through examining the perks of hiring older individuals not ready to retire, John offers insights on building a culture that employees genuinely adore. He also highlights the significance of going beyond the norm - creating an employee experience that stands out from your competitors.
John also shares valuable tips on recruitment and onboarding practices that can transform your HR strategy. With an in-depth look at innovative ideas like making the interview process ungameable, reorienting existing employees, and employing unique onboarding strategies. It’s not all about attracting talent; retaining them matters too. He also explains how you can reduce service defects and scrutinize employee turnover rates to keep your company's top talent. Finally, John discusses the crucial role of leadership in inspiring courage, providing fulfillment, and elevating the employee experience.
Join us in this revolution!
Here are just a few takeaways:
- Exploring the effects of the Great Resignation on employee experience and the shift toward remote working
- Why you need to create a workplace culture that employees love, with a focus on recruiting older individuals and stay-at-home parents
- Some unique onboarding strategies, like a collective first round of interviews and a scavenger hunt for new hires
- The need to analyze employee turnover rates and reduce service defects to retain top talent
- The role of leadership in inspiring courage and aiding employees in finding fulfillment in life.
- The concept of reorientation for existing employees and the benefits it brings in revitalizing their connection with the company
- Using “Ikigai” (finding your calling in life) as a tool to help employees find their purpose and align their personal goals with the company's vision
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Prepare to be amazed as John ventures alongside the dynamic Ann Mahlum, a prominent American entrepreneur, motivational speaker, and philanthropist with a knack for starting and building businesses that make a real difference.
From launching the revolutionary non-profit “Back on My Feet” - a transformative running club for the homeless, to founding one of the country's most successful boutique fitness companies, “Solid Core,” Ann's journey is nothing short of inspiring. Her story is packed with lessons on tenacity, vision, and the power of voluntary behavior.
Get ready for a deep dive into the genesis of Ann's journey, starting with a simple idea that transformed into a life-changing movement. Hear about how she battled skepticism and adversity to build a running club for the homeless, which grew into a nationwide initiative, creating communities of respect and dignity across 12 American cities without a single penny of government funding. Ann's belief in humanity and the power of positive reinforcement shines through as she shares the astounding transformations she's witnessed.
Finally, John explores Ann's entrepreneurial journey, where she transferred her skills and vision from non-profit to profit by creating Solid Core. Discover how she leveraged her understanding of branding and community building to propel this boutique fitness company into national success. As they round off their conversation, hear Ann's empowering advice on living life on your terms. She’ll share more of her wisdom as the keynote speaker at the upcoming 2023 Customer Service Revolution in Cleveland, Ohio. Her speech, "Learning to Live on Your Own Terms," promises to be a game-changer.
Don't miss out on this inspiring journey with Ann Mahlum.
Here are just a few takeaways:
- Who Ann Mahlum is - an American entrepreneur who founded the nonprofit “Back on My Feet” and the successful fitness company “Solid Core”
- How Ann started “Back on My Feet,” a running club for the homeless, which grew into a nationwide initiative with no government funding
- Ann's observations on the power of voluntary behavior and positive reinforcement in transforming lives
- Her transition from nonprofit to profit with “Solid Core,” using her skills in branding and community building
- Ann's journey in building “Solid Core” into a national success
- John’s announcement that Ann will be the keynote speaker at the 2023 Customer Service Revolution in Cleveland, Ohio, where she'll share advice on living life on your terms
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.annemahlum.com
www.annemahlum.com/podcast
www.solidcore.co
www.wegotambition.com
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Who says engineering and entrepreneurship can't mix?
In this episode of The Customer Service Revolution, John’s guest, Kerry Siggins, is the dynamic CEO of StoneAge Holding and has successfully bridged the gap between these two seemingly polar worlds. From her engineering background to the helm of a tech company, Kerry has charted an unconventional path laden with personal and professional hurdles. Tune in as she recounts her early days at StoneAge, the challenges of being a young CEO, and her journey through some dark post-college years.
Do you know what dopamine is? Kerry's candid talk about her battle with addiction and recovery will offer you a unique perspective on this chemical messenger. Her story takes a sharp turn with an overdose on Labor Day in 2006, the wake-up call she needed to set her life on a different course. Listen as she sheds light on the role of dopamine in addiction and how understanding and naturally increasing it can help overcome dependencies.
But there's more to Kerry's story. It's about the transformative power of personal responsibility, about cultivating an “ownership mindset.” She discusses how her personal experiences have informed her professional approach and the immense value they bring to leadership. Kerry stresses the importance of understanding what motivates individuals, celebrating their uniqueness, and being open to different perspectives. This is not just about overcoming addiction or running a company; it's about shaping your life, one decision at a time.
Are you ready for a profound conversation that combines science, business, and raw personal experience? Then this episode is for you.
Here are just a few takeaways:
- Kerry Siggins’ journey from engineering student to CEO, including the transition from manual tools to automated equipment and IoT
- Her post-college struggles, falling into substance abuse and hitting rock bottom on Labor Day in 2006
- The role of dopamine in addiction and how she learned to increase it naturally for a healthier lifestyle.
- The concept of an “ownership mindset” and the importance of personal responsibility in cultivating it
- Her journey to recovery and understanding of personal responsibility and how it reshaped her approach toward life and work
- Understanding what motivates people, acknowledging their individuality, and being open to different perspectives
- How taking ownership of your life is the only way to empower yourself to create the life you want
Resources mentioned:
www.thedijuliusgroup.com
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.kerrysiggins.com
www.amazon.com/Ownership-Mindset-Handbook-Transforming-Leadership/dp/1637554346
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Prepare to harness your potential and rip through barriers that have held you back. Get ready to learn from high-performance coach, speaker, author, and founder of multiple coaching programs, Brett Eaton, as he guides us through his unique strategies that have propelled countless clients toward their greatest achievements.
Brett's approach to high-performance coaching, grounded in his personal journey from sports to coaching, is a testament to the transformative power of wellness, self-care, and a solid support system.
With Brett, John explores the concept of playing life on offense. This isn't about aggressively seizing every opportunity but being proactive, taking ownership, and being responsible for your personal journey. Brett and John discuss the importance of accountability and standards - not just from within but from those who surround us. Brett's insights into cultivating a culture of accountability will revolutionize your personal and professional life.
Beyond accountability, Brett emphasizes the power of gratitude and self-reflection, sharing the practices that have helped him and his clients grow. He takes us through his five-step playbook for taking control of all areas of life, discussing the power of clearly defining goals, visualizing success, and setting tangible reminders to stay on track.
As we wrap up, Brett reminds us to turn setbacks into opportunities, a mantra that has seen him build his legacy of greatness.
Here are just a few takeaways:
- Brett’s philosophy on the concept of playing life on offense – being proactive, taking ownership, and responsibility for your personal journey
- The importance of accountability and setting standards not just within but also for those who surround you to achieve high performance in life
- The power of gratitude and self-reflection in personal growth, with Brett sharing practices that have helped him and his clients grow
- His five-step playbook for taking control of all areas of life that encourages listeners to take ownership and responsibility and be proactive in their decision making
- Brett’s experience helping clients define their goals, the power of visualizing success, and the benefits of setting reminders to stay on track
- Why you should look at setbacks as opportunities, a mantra that has helped Brett build his legacy of greatness
- Brett’s advice on how to stay on track and achieve goals and the importance of surrounding yourself with people who have high standards and will hold you accountable
Resources mentioned:
www.thedijuliusgroup.com
www.thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
www.thedijuliusgroup.com/project/cx-executive-academy-online
www.motivatedbybrett.com
www.linkedin.com/in/motivatedbybrett
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Imagine transforming how you handle customer service from a necessary part of the business to a moment that truly matters to the client. Sounds intriguing, doesn't it?
In today's episode of The Customer Service Revolution, John welcomes Kevin Sloan, executive vice president of the branch network at KeyBank. You'll discover the revolutionary approach to customer service that sets KeyBank apart in the banking industry.
Kevin takes us through the journey of KeyBank's “Moments Matter” initiative, a transformational client experience project. He presents the essence of their initiative - the three pillars - head, heart, and hero, and how focusing on these aspects has enabled their team members to forge meaningful connections with their clients. From the intricacies of team selection for the steering committee to maintaining legacy phrases while ushering in new terminologies, Kevin gives a detailed account of their process, successes, and even the challenges they faced.
With Kevin's insights, you'll learn how to bring about a cultural shift in your organization, making every client interaction a moment to remember. From the importance of tying the client experience to strategy and starting small to considering sustainability, Kevin shares impressive advice for anyone looking to launch a successful customer experience project. Plus, we delve into the creative ways KeyBank ensured engagement and tracked progress while implementing their project.
Get ready to revolutionize your approach to customer service, courtesy of Kevin Sloan and KeyBank's incredible journey.
Here are just a few takeaways:
- Kevin’s insights into KeyBank's client experience transformation called “Moments Matter”
- The three core pillars of KeyBank's initiative - head, heart, and hero - and how focusing on these elements enables their team members to create meaningful moments for their clients
- KeyBank’s strong commitment to consistent customer service, irrespective of the customer interaction platform, be it branches, the contact center, or other channels
- How the steering committee was carefully chosen to represent diverse roles and perspectives, including those of front-line, client-facing employees
- The “Moments Matter” initiative’s focus on improving the internal teammate-to-teammate experience
- The use of innovative tactics like harnessing the power of an LMS to track participation and fostering a culture of recognition to promote engagement and attendance in the initiative
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
What does it really mean to listen to your customers and harness the power of their voice?
In this week’s episode of The Customer Service Revolution, John had the pleasure of discussing this fascinating topic with Leslie Pagel, Chief Evangelist of Authentics. Leslie offers her unique insights into the Voice of the Customer (VoC), its differences from customer satisfaction surveys, and the importance of listening at scale to unsolicited feedback. She also shares some advice for businesses interested in leveraging customer conversations to drive improvements and revolutionize their operations.
But that's not all! Leslie and John dive into machine learning and its impact on customer service. They explore the "eddy effect" – a powerful machine learning model that detects when customers are stuck in their journey – and alerts businesses to take action. Plus, we discuss the potential of chat GPT for customer service, the value of leveraging AI, and the need to appreciate customer conversations as a precious data source.
Don't miss this conversation that will change how you approach customer service!
Here are just a few takeaways:
- Unlocking the power of customer conversations through the Voice of the Customer (VoC) methods and distinguishing it from customer satisfaction surveys.
- Listening at scale and leveraging unsolicited feedback for business improvement and growth.
- Utilizing machine learning and AI, such as the "eddy effect" model, to identify and address customer pain points in their journey.
- Exploring the potential of ChatGPT technology for customer service and the importance of using accurate data for AI training.
- Encouraging businesses to be curious about customer interactions and considering AI and machine learning to enhance customer experience at scale.
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
authenticx.com
www.linkedin.com/in/lpagel
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
What's the secret to building lifelong relationships and turning bad luck into good fortune? Join John as he chats with the incredibly likable Eddie Cheyfitz. Eddie shares his inspiring journey from working in a grocery store to becoming a successful sales executive and eventually founding his nonprofit, Believe in Dreams. Eddie reveals the power of curiosity in building lasting connections and how he used these bonds to rise through the ranks at Nestle and, later, fulfill underprivileged children's dreams.
Eddie's determination and strong networking skills paved the way for his successful sales career and helped him and his wife, Kathy, maintain an incredible relationship for over 50 years despite facing the two biggest challenges in a marriage. Listen as Eddie shares his unique approach to building rapport with others using the Ford Family, Occupation, Recreation, and Dreams model and how you can apply it to your own life to forge meaningful connections.
Finally, hear the heartwarming story of how Eddie's passion for helping others led him to create Believe in Dreams, a nonprofit that has already fulfilled over 600 dreams for underprivileged children. Eddie's unwavering dedication and willingness to reach out to others have been instrumental in the organization's success, proving that genuine connections and a little curiosity can go a long way.
Here are just a few takeaways:
- How Eddie Cheyfitz's journey from grocery store worker to successful sales executive and nonprofit founder demonstrates the power of networking and building strong relationships
- The use of curiosity and genuine interest in others to create connections, leading to opportunities in his sales career and founding Believe in Dreams
- The “human bonding definition” is his secret sauce for building strong interpersonal relationships, using the Ford Family, Occupation, Recreation, and Dreams model.
- Believe in Dreams was founded after Eddie encountered Lacey, an 11-year-old girl in need of a positive experience, inspiring him to help others and give back
- The growth of Believe in Dreams from eight fulfilled dreams to over 600 through networking, connecting with people, and the support of his team
Resources mentioned:
www.thedijuliusgroup.com
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.linkedin.com/in/eddie-cheyfitz-501566130
believeindreams.org
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We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
John recently had the incredible opportunity to chat with Shep Hyken, a true expert in the customer service and experience world and a best-selling author. They discussed the current landscape of customer service and its crucial role in building customer loyalty.
Their conversation led them to explore the fascinating statistics from the 2023 ACA study, revealing that customers are willing to pay more for excellent service and the significant impact convenience has on satisfaction and loyalty. Shep also shared insights from his latest book, "I'll Be Back: How to Get Customers to Come Back Again and Again," outlining a six-step process for creating loyal, lifelong customers. John and Shep even tackled the concept of price irrelevance and how an exceptional experience can make price a secondary concern for customers.
John and Shep reflected on the importance of trust, emotional connection, and authenticity in cultivating customer loyalty. Their discussion was filled with tips and actionable advice for anyone looking to revolutionize their customer service and stand out in today's competitive marketplace.
Here are just a few takeaways:
- Customer Loyalty and CX Importance
- Customer Service and Price Irrelevance
- Improving Customer Experience and Loyalty
- Reflections on Life and Friendship
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
hyken.com
hyken.com/research
hyken.com/book/ill-be-back
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
If you’re paying attention, you can find examples of leadership skills almost anywhere in life. From playing football to working in a corporate environment, good leaders stand out and inspire those around them to follow their lead.
What makes a good leader? What skills do they have that make them someone worthy of looking up to? One fundamental characteristic is that they know how to make decisions and move forward without regret.
In this episode of The Customer Service Revolution, John welcomes Admiral Thomas Lynch to talk about what he learned during his time in the Navy about leadership as well as his time on the football field. After a decorated 32-year career in the Navy, Admiral Lynch retired to work in the private sector as a senior-level executive for multiple large corporations. He also serves as Co-Chairman of the NewDay USA Foundation.
Admiral Lynch’s extensive experience both in the military and Corporate America gives him a unique perspective on leadership and what creates a great leader. You don’t want to miss his advice for people who want to become leaders both at work and at home.
Here are just a few takeaways:
- Admiral Lynch’s background as a career Naval officer, football player, and in corporate America
- The impact of the Navy on his life and what “shipmate self” means
- What NewDay USA is and Admiral Lynch’s involvement with it
- His relationship with Roger Staubach and what made Roger an excellent example of leadership
- How leaders can be trained to have an army of employees who will do whatever it takes to help reach their goal
- Applying ship, shipmate, and self to your family
- Admiral Lynch’s advice for people who want to become more selfless
Resources mentioned:
www.thedijuliusgroup.com
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Customer service is often seen as a “soft skill,” something nice to have but not necessary for a business to run well. It’s an afterthought, and this is especially true for small businesses.
When small businesses can learn customer service skills from larger ones, the business owners can see them flourish and thrive. You’re delivering a high level of service in what may be an unexpected environment. It takes an everyday experience and transforms it into a special one.
In this episode of The Customer Service Revolution, John interviews Hank Ebeling, owner of H4 Training, author, and podcast host, about how he took an ordinary gym experience and turned it into an extraordinary one. Hank learned about customer service early in his career from his manager in Las Vegas and injected that experience into his business.
Hank understands that offering customers a high level of service on the precipice of leaving can retain them. By cultivating this kind of culture in his business, he’s created a thriving gym with a team that instinctively knows how to serve their clients above and beyond.
Here are just a few takeaways:
- What Hank’s first managers at a gym he worked at taught him about creating an excellent customer service experience and how he transferred that to his business, H4 Training
- How he built credibility as an expert in his field and why working in the industry provided an advantage
- The difficulties small businesses face in offering world-class customer service and the lessons they can learn from larger businesses
- His book, Crushing the Competition, and the LTS method he outlines in it
- How Hank finds the “superhero” team members and identifies the attributes that make them superheroes
- The three Cs--care, commitment, and community--that make up his service vision
- Some interview questions he uses to find team members who represent the culture and how a self-audit can pinpoint roadblocks to delivering high levels of service
- Why customer service skills are an intelligent business strategy
Resources mentioned:
www.thedijuliusgroup.com
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
LinkedIn - www.linkedin.com/in/hank-ebeling-9b603655
Instagram - www.instagram.com/hankebeling
Hank's Book - www.amazon.com/Crushing-Competition-Service-Entrepreneurs-Outstanding/dp/B08P6G6YFV
Success Trails Podcast - podcasts.apple.com/us/podcast/success-trails-podcast/id1491010186
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EPISODE CREDITS:
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Creating actionable marketing strategies and ideas can make all the difference in getting your business noticed. But not all marketing is created equally, so you have to know what types apply to your particular enterprise.
Today, digital marketing is what most people think of when they think about marketing. It includes social media platforms, email marketing campaigns, and even display ads on websites like CNN or Fox News.
In this episode of The Customer Service Revolution, John welcomes guest Anthony Milia, owner of the award-winning digital marketing firm Milia Marketing in Cleveland, Ohio, and bestselling author of the book Marketing Magnifier. Anthony helps small- and medium-sized businesses get the best ROI for their marketing investment by shedding light on their sales and marketing challenges, helping them raise the bar, and setting the standard in digital marketing performance.
Anthony reveals his secret to finding the right marketing recipe for businesses. Additionally, you’ll hear what makes his book stand out from other marketing books, how to determine where your marketing dollars should go, and the tools he recommends you have to improve or add to your marketing tech stack.
Here are just a few takeaways:
- What Anthony’s book is about and what business owners can learn about marketing from his writing
- The various forms of digital marketing and the role of ads in search engine optimization (SEO) for localized advertising
- What remarketing and retargeting are, and how display ads work
- How Anthony helps the client determine where their marketing dollars should go and the differences between B2C and B2B marketing
- Some of the mistakes business leaders make with marketing
- The tools he recommends businesses add to improve or add to their marketing tech stack
Resources mentioned:
www.thedijuliusgroup.com
Purchase Marketing Magnifier on Amazon or listen on AudibleWebsite: Miliamarketing.comLinkedIn: https://www.linkedin.com/in/anthonymilia/
CallRail: https://www.callrail.com/
The Customer Service Revolution Podcast
The 2023 Customer Service Revolution Conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
Follow and Review:
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EPISODE CREDITS:
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You're missing out if your company isn’t creating an experience for its female shoppers. Female shoppers influence 86% of all household spending. Worldwide, they control and influence $43 trillion of spending.
Companies often neglect their female demographic, catering to their male shoppers' more utilitarian needs and desires. Making minor adjustments could attract more female shoppers and add more revenue to your bottom line.
In this episode of The Customer Service Revolution, John welcomes best-selling author and highly-sought speaker Katie Mares to the show. Katie has inspired audiences around the world to think differently about the female consumer, customer experience, and leadership. She’s worked with globally-recognized brands, including Honda, Volvo, Celebrity Cruises, and Canada Post. Her new book, CustomHer Experience, focuses on improving the branding and customer experience for female consumers.
You’ll hear how you can cater your sales experience to the male and female demographics, why relationships matter to female buyers, and how doing an audit of your customer experience can show you where your female customers are being left out of the equation.
Here are just a few takeaways:
- Why Katie wrote her book CustomHer Experience and how companies are missing the mark when it comes to female consumers
- The differences between male and female customers and how to cater the sales experience to each demographic
- The importance of brand relationships for female shoppers and the role of the limbic brain in the shopping experience
- How an audit of your customer experience can show you where your female customers are being left out of the equation and where adjustments need to be made
- The role of consumer personas in marketing and the hedonic experience
- The different stages of life female shoppers experience, how it influences their discretionary income, and why they influence three or four generations of spending
Resources mentioned:
www.thedijuliusgroup.com
Katie Mares' website
CustomHer Experience book page
Find the book on Amazon
Katie’s Instagram
Kate on LinkedIn
Email Katie
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
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EPISODE CREDITS:
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Capturing an audience's attention can be tricky, particularly in a corporate setting. If you can master the art of storytelling, delivering your message becomes more enjoyable for everyone.
If you’re a fan of movies or TV shows, you’ll recognize good storytelling as soon as you hear it. They’re captivating. In a corporate setting, as a leader or speaker, you can borrow some of Hollywood's methods to tell your own stories to craft a memorable message that resonates with your audience.
In this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with LaQuita Cleare, CEO of Clear Communication Academy, a highly sought-after international speaker and storytelling expert who believes in the power of communication to create change. Her degree in psychology enables her work to be science and research-based, while her theatre degree helps her clients’ executive presence, delivery skills, and ability to connect.
LaQuita believes in the power of words to create change, and she is on a mission to help audiences use stories to create tangible business impact. She shares with John how her Hollywood background taught her what a good story is, the importance of vulnerability to your storytelling, and why a good story always includes a journey with change and conflict.
Here are just a few takeaways:
- LaQuita’s background in theatre and how she became a storytelling guru who teaches others how to clarify the direction of their visions
- Why storytelling is critical to becoming a successful leader
- Where people can find stories to implement into their presentations and why every story should have a journey with a change and a conflict
- The common mistakes leaders make when they try to be storytellers
- What you can learn from comedians and TED Talks about being a good storyteller
- The role of vulnerability in storytelling and how it can connect you to your audience
- When the details are important to a story and when they’re unnecessary
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
The 2023 Customer Service Revolution Conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
LaQuita Cleare’s website
Storytelling Summit
Follow LaQuita on Linkedln
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We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
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Layoffs are all over the news lately, and the word “recession” is everywhere. As a business owner, you may be fielding your employees’ questions about how a recession will affect your business. Smart business owners recognize the need to prepare for a recession before it becomes a reality.
Preparing for a recession may feel counterintuitive--like you’re bracing for a car crash. However, having the right plan in place can help ease your mind and soothe the concerns of your employees. You won’t wonder what you should do when the recession hits; instead, you’ll implement a plan with a cool head.
Jonathan Slain spent the Great Recession huddled in the fetal position on the floor of his office. He borrowed $250,000 from his mother-in-law to stay afloat, eventually paid his mother-in-law back, and is now a highly sought-after consultant. He leverages his experience in investment banking and as an entrepreneur on the keynote speaking circuit because he doesn’t want anyone else to borrow money from their mother-in-law in the next recession. He is also the bestselling author of Rock the Recession: How Successful Leaders Prepare For, Thrive During, and Create Wealth After Downturns.
In this episode of The Customer Service Revolution Podcast, Jonathan joins John to discuss preparing your business for a recession before it starts. He outlines his four-tiered Emergency Brake companies should be ready to execute, how to identify who you’d have to let go during an economic downturn, and why you need to have a tiered recession plan in place before a recession hits.
Here are just a few takeaways:
- The definition of a recession and where we are in our economy concerning a recession
- How a recession can be an excellent opportunity for companies, and how transparency about a recession can help avoid panic in your workforce
- The four tiers of an Emergency Brake that companies need to be prepared to execute
- What non-economic recessions are that can affect businesses
- How to identify which employees you want to keep in a recessionary environment
- The benefits a recession can bring to your company
- Why you should always have a tiered recession plan in place
Resources mentioned:
www.thedijuliusgroup.com
Jonathan’s book Rock the Recession
recession.com
20 Questions to see if you are Recession Proof
The Customer Service Revolution Podcast
The 2023 Customer Service Revolution Conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
EPISODE CREDITS:
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Millennials and Gen Z often get a bad rap, but they may be the best generation to hire. As they’ve watched their parents and grandparents steeped in hustle culture to stay ahead, it’s given them insight into what they don’t want for their own careers. Their mantra seems to be, “Work smarter, not harder.”
While they may not believe in hustling to get where they want to be, millennials and Gen Z value purpose and relationships. They want meaning behind the work they’re doing. And they don’t want their personal relationships to be collateral damage from hustling too much. They’ve experienced a professional awakening
Matthew Kennedy Stewart is co-founder and CEO of National Service Group (NSG), which operates College Works Painting, Empire Community Construction, Home Genius Exteriors, and SMJJ Investments. In addition to his role at NSG, Matt serves on the board of directors for multiple organizations and is consistently recognized for his leadership and management expertise. In particular, Matt is passionate about mentoring millennials and generation Z. He is the host of “The Edge of Excellence” Podcast and has been featured in The Wall Street Journal, Entrepreneur magazine, Inc. magazine, and Fox Business News and on ABC, CBS, and more. Matt is a University of California, Santa Barbara graduate, living in Laguna Niguel, California, with his wife, Jill, and their two children.
In this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Matthew about how he built numerous successful brands from the ground up, incorporating his unique leadership philosophies. More importantly, all his businesses depend on millennials and generation Z. Hear how Matthew helps keep them inspired and motivated.
Here are just a few takeaways:
- Matthew Stewart’s first exposure to entrepreneurship, how that led to his career as a business owner, and what a typical week looks like for him
- What Human Service means to him
- How millennials and Gen Z approach work ethic and why meaning and purpose play a significant role in what they want from work
- The Five Factors of Success for college students
- How Matthew nurtures his relationships at home and maintains life balance
- The hardest things about being an entrepreneur and leader
- What he finds most challenging about being a father and husband
- The accomplishments he’s most proud of
- Why millennials and Gen Z are the best generations to hire
Resources mentioned:
www.thedijuliusgroup.com
The Family Economy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Creating a customer service revolution doesn’t have to be complicated. It’s actually pretty simple. It requires effort and a willingness to view your company and employees from the customer’s perspective.
The number-one thing to remember about customer service excellence is that you’re in the customer perception business. It doesn’t matter what you think about your customer service policies and procedures if the customers aren’t in agreement. Why do so many of us overrate the experiences we provide?
In this episode of The Customer Service Revolution podcast, you’ll hear John DiJulius, Chief Revolution Officer of The DiJulius Group, present a keynote at the Customer Service Revolution Conference in Cleveland on Nov 7th, 2022. The presentation was based on John’s bestselling, ground-breaking book, The Customer Service Revolution.
John explains why you have to understand that price, convenience, and other factors are irrelevant because they want the experience you offer. He also breaks down the three pillars of the customer experience action statement, what it means to be a duck during customer interactions, and why a smile should be part of the uniform.
Here are just a few takeaways:
- Why you’re in the customer perception business
- How to make price, convenience, etc., irrelevant to your customers because they want the experience you offer
- The need for a customer experience action statement and what it does for employees
- What TOMA and ATOM stand for and how to implement them
- What the three pillars of the customer experience action statement are
- What a Customer Bill of Rights is and why you need it
- How to be a duck when it comes to customer interactions
- Never make the customer wrong and instead make it right
- Never criticize team members, competitors, or make excuses
- A smile is part of the uniform
- Creating a shortlist of nevers and always propels the customer experience
- Building instant rapport with people has a huge impact on your professional and personal lives
- The greatest give you can give is your attention
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
Order John’s books
The 2023 Customer Service Revolution Conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Chief Revolution Officer and best-selling author John DiJulius shares What it takes to be a Revolutionary.
In order to be a Revolutionary, you need to:
- Never say or accept “I gave my best”
- Understand the Reality Distortion Field
- Ask yourself ‘What belief system needs to be changed in your world’?
- Understand the mindset of a Revolutionary
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
http://cxcoaching.com/
claudia@thedijuliusgroup.com
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
According to Forbes, the CXE, or Customer eXperience Executive, is one of the fastest-growing roles. The DiJulius Group even offers a 12-month master’s course in customer experience called Customer eXperience Executive Academy. Its graduates have many success stories but have been through some of the same challenges and roadblocks your organization may be going through as it attempts to improve the customer experience.
Rolling out new training to a team can be a tremendous undertaking. The customer experience that Chick-fil-A has today didn’t happen overnight. Instead, it improved incrementally over time, and they constantly strive to improve further.
Jess Pischel, a Customer Experience Consultant and Speaker with The DiJulius Group, spends her time helping clients generate ideas, turn them into systems, and implement them enterprise-wide. Jess has a Master's in Business Administration and has worked directly with world-class brands like LUSH Cosmetics, Celebrity Cruises, and Lexus. She has a passion for working on meaningful projects and growth while creating leaders that move results through their people, leading to culture shifts, which bring new initiatives and successful project plans with measurable results.
This episode is from Jess’s presentation at the Customer Service Revolution Conference in Cleveland on Nov 7th, 2022. In this tell-all session, the top Customer Experience Executives from multiple industries unveil how to overcome roadblocks and hurdles while avoiding costly mistakes. Find out what it takes to lead an organization’s entire customer and employee experience from those who have mastered it.
Here are just a few takeaways:
- What the CXE role is, and why it’s one of the fastest-growing positions
- What the Customer eXperience Executive Academy is and the methodology behind it
- How to roll out new training material and implement change management best practices
- Some examples of internal communications practices and how to implement them
- Why you should weave training and reinforcement into your organization’s culture
- The challenges you may face when you’re communicating to different locations and the importance of consistency
- How certification can increase learning retention from training workshops
- What the keys are to measuring success
- How to gain buy-in from the critics and cynics
- Why you should be consistent with the teaching so that it’s consistent in practice
- How to ensure that your program doesn’t become “flavor of the month”
- How to gain executive sponsorship
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
The 2023 Customer Service Revolution Conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
We often don’t consider that the internal culture directly inside our organizations impacts our external culture. Building teams that work together allows us to focus on the customer. Departments operating in silos, poor internal handoffs, and miscommunication are all employee dissatisfiers and negatively impact customers.
Some of the same tools we use externally can also be used internally to evaluate what we can improve internally. Roleplay exercises, using negative cues to identify the tone of your messaging, and team-building activities are just some ways you can begin to improve your organization's culture.
In this episode, Dave Murray will present how you can build a world-class internal culture. As VP of Consulting with The DiJulius Group, Dave strives to make all participants feel comfortable--creating an ideal environment for idea generation and sharing. Dave has more than 25 years of experience in customer service, marketing, and sales.
Learn how to fix the common pitfalls of internal culture and get all team members focused on your customer’s experience. You’ll hear some of Dave’s tricks for transforming your company’s internal culture. This presentation is from the Customer Service Revolution Conference held in Cleveland on November 7th, 2022.
Here are just a few takeaways:
- Communication is the most frequently reported problem in company cultures
- How internal communication impacts the external customer experience
- Creating internal culture with a focus on the employee experience has to be purposeful
- Empathy is important for internal and external culture
- Roleplay exercises can help you achieve results
- Use negative cues to identify the tone of your message
- Consider performing an internal negative cue audit
- Evaluate your internal communication best practices and create non-negotiable standards
- Identify the communication gaps and develop standards around that
- Don’t deliver bad news in writing--call first
- Who are the invisible service providers in the organization?
- Internal culture serves people in the organization who serve external customers
- How team building can strengthen an organization’s internal culture
- Build a process for internal handoffs
- Consider internal journey mapping
- Build in experiential standards
- Create a culture that instills pride
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
The 2023 Customer Service Revolution Conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Complaints to any organization are a gift, especially today since consumers have so many options. Are your teams handling these important interactions consistently well? Are you tracking the issues and outcomes to monitor trends and bigger issues?
Many organizations have implemented acronyms to help frontline workers deal with conflict when customers complain about their service or products. One common thread in these acronyms is the ability to listen, apologize, solve the issue, and thank the customer for bringing it to your attention. This simple methodology has proven effective over and over.
As VP of Consulting with The DiJulius Group with more than 25 years of experience in customer service marketing, and sales, Dave Murray strives to make all participants feel comfortable--creating an ideal environment for idea generation and sharing. Dave is also an accomplished keynote speaker who can bring energy and passion to a room, all while connecting with audience members and delivering motivational and actionable content.
This episode is from Dave’s breakout session at the Customer Service Revolution Conference in Cleveland on November 7th, 2022. Learn some easy-to-implement standards and how to create a service recovery playbook as he shares the essential lessons he’s learned about customer service during his career.
Here are just a few takeaways:
- What the term zero risk means, and how it applies from a customer service standpoint
- Customers are 80% more likely to go somewhere else after a bad experience
- Employees don’t have the training to deal with conflict
- LATTE: Listen, Acknowledge, Take Action, Thank, and Encouragement
- BLAST: Believe, Listen, Apologize, Solve, and Thank
- LEAST: Listen, Empathize, Apologize, Solve, and Thank
- GATE: Gather all information, Assess the situation, Thank and empathize, and Explain the solution
- Leap to Action: Listen completely, Empathize, Apologize and clarify, Provide next steps, Thank, and Own it
- How you can develop your own tool for frontline workers and design it for your needs
- A-1 Care: A blameless apology, Own the situation, Clarify and assess, Action, Reassure and resolve, and End with a follow-up
- FORD: Family, Occupation, Recreation, and Dreams
- FORD is the information that’s most important to us as humans, and focusing on that allows you to build a relationship
- Create your own acronym for handling difficult conversations
- Don’t punish 98% of your customers for what 2% are trying to do
- Complaints often come from a company’s own policies
- Assume positive intent and train for consistency
- Why it should be easy for customers to provide feedback
- When the experience should override the policy, and the policies should become guidelines
- How to solve the problems that aren’t your fault but harm the customer experience
- Why you should be tracking your organization’s complaints and compliments
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
The 2023 Customer Service Revolution Conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
We all have different answers to the question, “What is company culture?” Some say values. Others say purpose. However you define it, it encompasses behavior, knowledge, beliefs, and habits.
Great coaches motivate teams and maximize their performance - both on the field and in the workplace. Learn how to cultivate a coaching culture in your organization by changing the leadership playbook to one that empowers and engages coaches and their teams.
Brittni Walker is a Certified Customer eXperience Executive and is the Director of Customer and Employee Experience at Advance Financial, where she’s worked for the last ten years. She began her tenure as a Customer and Employee Affairs Coordinator and quickly advanced to the management level. In 2018, she took her skills to the next level by earning her Customer eXperience Certification from the Customer eXperience Executive Academy. She is also a Customer Experience Consultant for The DiJulius Group.
This episode is from a presentation presented by Brittni at the Customer Service Revolution Conference in Cleveland on November 7th, 2022. She explains why leadership means having a coaching culture. It all begins with building rapport with your team. You’ll hear the four main takeaways she wants you to remember from this session, along with some recommended reading.
Here are just a few takeaways:
- How to define company culture
- Why 47% of employees leave companies because of engagement and culture
- Why culture reflects leadership
- Losing an employee costs a company about 33% of the employee’s salary
- Why company surveys may do more harm than good
- Energy givers are coaches, while energy suckers are bad managers
- Why you should be cheering for your team members and helping them achieve their goals
- How building rapport with your team creates trust and engagement
- Why listening is the key to communication
- Asking questions help shape conversations to create an outcome
- Guidance can lead your employees to success
- Brittni’s recommended reading
Resources mentioned:
www.thedijuliusgroup.com
How’s the Culture in Your Kingdom? Book
The Energy Bus book
The High 5 Habit book
The Relationship Economy book
The Customer Service Revolution Podcast
The 2023 Customer Service Revolution Conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
*** EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn’t get much better until he and his wife received the devasting news that their youngest son Ryan had taken his own life. Today, Jay is on a mission to reach every parent and every family about the conversations they need to have with their kids.
Jason Reid is the founder of ChooseLife.org, a leading youth mental health advocate, and a father who lost his teenage son to suicide. That became the catalyst for releasing his documentary, “Tell My Story,” in 2021. He’s on a quest to prevent teen suicide and help parents take ownership of their kids’ mental health.
This interview was one of the hardest John has conducted, but it could be the most important as Jason shares information about teen depression, suicide, and how you can help prevent it.
Here are just a few takeaways:
- Depression in children and teenagers is at an all-time high
- Suicide was the 2nd leading cause of death in kids ages 10-14
- Teen depression isn’t prejudiced
- Mental health is an unknown — and to help our kids, we need more support than Google can provide
- What signs we should be looking for if a child is struggling with depression
- The questions we should be asking
- How you can help your teens struggling with depression
Resources mentioned:
www.thedijuliusgroup.com Tell My Story | Documentary Jason Reid's Ted Talk https://www.tellmystory.org/ https://www.tellmystory.org/documentary The Customer Service Revolution Podcast
*** EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Many factors have contributed to The Great Resignation that we are currently in. We could point the finger at economic turmoil, bad leadership, a changing culture, and so much more.
However, what is most important is figuring out how to turn this Great Resignation around. How can we turn it into The Great Retention?
In this episode, John DiJulius will teach you how. This episode comes from a keynote John delivered at the Customer Service Revolution Conference in November. Tune in to learn a few practical things you can do to start hiring better employees and retaining them longer.
You Will Learn:
- Why there is such a need to develop great leaders. 2. Why the brands that survive The Great Resignation era will be the ones who remained relentless with their hiring standards. 3. How to create a recruitment experience. 4. How to make your interview process ungame-able. 5. How to create an onboarding experience. 6. The importance of developing the whole person. 7. The power of purpose.
Resources mentioned:
The Customer Service Revolution Podcast
*** EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience.
In this episode, we’re explaining the reason for all of these things and discussing the state of customer experience in 2023. John DiJulius, the CEO of The Customer Service Revolution, presented the talk we’re sharing today during the Customer Service Revolution Conference in November.
Tune in to learn where we’re at with customer experience as we make our way into this new year and how you can play a part in improving the way things will go!
You Will Learn:
- Why we’ve been in a recession for over two years, yet no one has realized it.
- Why customer satisfaction is at a 17-year low.
- Where all the workers have gone.
- How to turn the great resignation into the great retention.
- The power of purpose.
Resources mentioned:
The Customer Service Revolution Podcast
*** EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Today on The Customer Service Revolution, John talks with customer experience and digital marketing pioneer, Jay Baer. Jay has spent nearly 30 years helping the world's most iconic brands gain and keep more customers. This work has caused him to be inducted into the Hall of Fame of professional speakers and word-of-mouth marketing.
Jay has also written six best-selling books and built five multimillion-dollar companies. He presented at The Customer Service Revolution a few years ago and was one of the highest-rated speakers we’ve ever had. Jay is truly inspiring and has achieved unimaginable success in his career.
Today, John sits down with Jay to talk about the new thing he’s been working on: his research white paper entitled, “The Time to Win.”
You Will Learn:
- Why the American Customer Service Index is so low right now.
- Why speed is one of the most important components to delivering a great customer experience.
- How to write a great FAQ page.
- How your business can give your customers the gift of time.
- Which companies are crushing this right now.
- Why customers view speed as equal to caring.
- How you can do different time studies in your business to improve your speed and the overall consistency of your employees.
Resources mentioned:
"The Time to Win"
Jay’s website
Jay on Instagram
The Customer Service Revolution Podcast
*** EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC.
Through his company, Mark is leading the national paradigm shift in education and workforce development. He shares his message not only through the work he does with TFS Results but also as a highly-rated speaker. The title of generational guru is by no means a stretch when it comes to describing Mark.
In this episode, Mark talks more about his career history and the work he is doing today. He also explains what it means to be a generational guru and how you can be a leader in your generation. Tune in to learn it all.
You Will Learn:
- What serving on the advisory council looks like for Mark.
- Why he considers this generation to be the most incredible.
- What this generation can teach us about values.
- What quiet quitting is.
- How to navigate all of the different generations in the workforce as a leader.
- The power of a check-in.
- Why companies with world-class customer service have the most employee satisfaction.
- How to attract employees and keep them motivated.
Resources mentioned:
Mark's Forbes article, "Every Person On My Team is A Quiet Quitter" Mark’s book, Answering Why Mark’s website The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
In this episode of The Customer Service Revolution, John DiJulius is talking with Andy Buyting, the founder and CEO of Tulip Media Group. Andy is also a best-selling author, serial entrepreneur, and strategic advisor. On top of all of this, Andy is the creative mind behind the integrated business strategy, “SMarketing.” He uses this strategy as a leader in business development and marketing to help other businesses grow.
Throughout their conversation, Andy and John discuss Andy's newest book, Double Sales/Zero Salespeople: Optimize Your Sales and Marketing Into One Business Development Strategy That Works. Tune in to learn from Andy’s wisdom gained from his many years of experience in entrepreneurship, sales, and marketing.
You Will Learn:
- How to double your sales with zero salespeople.
- What you should be measuring to be certain you're getting a good return on your marketing investment.
- The difference between marketing and promotions.
- How to accurately measure your online marketing and promotions.
- The role customer service plays in your growing business.
Resources mentioned:
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
There is no greater skill that can be acquired that has a bigger impact on our personal and professional lives than the ability to build instant rapport with others. This is not a skill we’re taught and yet it’s crucial, not only for our professional success but for our personal fulfillment as well.
In this episode of the Customer Service Revolution podcast, John DiJulius teaches us how to develop this skill. This is from the TEDx Talk that John DiJulius did back in 2019 titled, “Meet as Strangers, Leave as Friends.” This talk was also the inspiration behind his latest book, The Relationship Economy: Building Stronger Customer Connections in the Digital Age.
You Will Learn:
- How to train yourself and your employees on how to build an instant rapport with anyone.
- Why we are all genetically coded to be preoccupied with what is happening in our world.
- How to resist the temptation to talk about yourself.
- The greatest gift we can give others.
- The best technique you can use to focus on learning about other people’s hot buttons.
- Why giving more is one of the best ways to build long-term sustainable relationships.
Resources mentioned:
The Customer Service Revolution Podcast
The Relationship Economy Book
John’s TEDx Talk on YouTube
Customer Experience Executive Academy
Customer Experience Executive Online Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Andy Bailey is a best-selling author and business coach. He started his first business in college and grew it to be an INC 500 multi-million dollar company. Through this experience, he learned how to build great organizations.
Most recently, Andy founded the company Petra. He spends his time coaching and passing on to other entrepreneurs, business owners, and leaders the principles and practices he used to build his own successful enterprise.
In this episode, Andy is joining us to discuss how he has taught hundreds of business leaders to reach their potential, what the greatest obstacle to scaling a business is today, what it means to become boundless, and how to do it. Tune in to hear from the incredible friend and mentor, Andy Bailey.
You Will Learn:
- Andy’s backstory.
- Why the recurring revenue model is so powerful.
- Why Andy sold his first business.
- How Petra came to be and what the name means.
- Why Andy has stepped away from Petra and pivoted to Boundless.
- What his book Boundless is all about.
- Why it’s so important to “live boundless.”
- How Andy has combatted panic with his team members and the people he’s coached.
Resources mentioned:
Boundless Website
Email Andy: andy@boundless.me
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Robin Robins is the IT industry’s most in-demand marketing consultant, sales trainer, and direct response marketing consultant. As the CEO & President of Technology Marketing Toolkit, she specializes in developing strategic marketing, sales, and lead generation systems. For the past 20 years, Robin and her team have had one singular focus: to develop highly effective marketing and sales-generating systems specifically for MSPs, VARs, and IT services firms.
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Robin today about the amazing journey she has been on in her life. Not only is she a serial entrepreneur but she also has an incredible story of going from a difficult past to building the empire in the IT industry that she has today.
You Will Learn:
- Robin’s incredible back story, including when she was homeless as a teenager.
- How she got into the MSP niche and has dominated it ever since.
- Her vision for Technology Marketing Toolkit when it first began.
- How she built TMT into the #1 marketing firm in the IT industry.
- The benefits of specializing and niching down.
- Why every business should figure out how to get in the Monthly Reoccurring Revenue business.
- Why Robin puts on so many events for her clients.
- How she has created incredible value for her members (clients).
- Why we need to stop telling women they’re disadvantaged.
Resources mentioned:
The Customer Service Revolution Podcast
Technology Marketing Toolkit website
Robin Robins website
The 2022 Customer Service Revolution Conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
John Ruhlin is the world’s leading authority in maximizing customer loyalty through radical generosity. He is the founder and author of Gift·ology and has been featured in Fox News, Forbes, Fast Company, Inc, and New York Times.
However, during his early years, John found himself selling knives. It was through this experience that he learned how to build relationships, qualify leads, and handle objections. He developed a system of using generosity to gain access to elite clients and generate thousands of referrals. This is what eventually led him to become the #1 performer out of 1.5 million sales reps for his company, one of the world’s most recognizable brands.
Today, John and his firm help other individuals and organizations do just the same. They help people turn their clients into their own personal sales force to drive exponential growth.
In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with John about his process and mindset around generosity and referrals. Tune in to learn from John's powerful mindset and incredible success.
You Will Learn:
- How an Ohio farm boy became the #1 greatest salesman in Cutco history.
- How John became a referral expert.
- How gifting can be your greatest referral tool.
- What most companies get wrong with sending gifts.
- Why vendor experience is just as important as customer experience.
- The Gift·ology Recipe.
- Why so many companies don’t get referrals.
- What John will be sharing in his keynote at the 2022 Customer Service Revolution conference.
Resources mentioned:
The Customer Service Revolution Podcast
Register to see John Ruhlin speak at The 2022 Customer Service Revolution Conference
Order John's book Giftology
Giftology Playbook
Customer Experience Executive Academy
Customer Experience Executive Online Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Even with all of the newfound technological advancements, the modern-day American workplace has left much to be desired. With many leaving the workforce for numerous reasons and those left feeling overstressed and overworked, it has become a challenge to see the light at the end of the tunnel for many workers and companies alike. It’s clear that there needs to be a change. But where do we start?
Today’s guest, Jen Gresham, is a scientist, entrepreneur, military veteran and keynote speaker. She has served as a high performance coach and business strategist for nearly a decade helping hundreds of people around the world find more fulfillment and financial success in their work. She has founded Work for Humanity, a nonprofit aimed at helping small business owners and workers thrive together, bringing innovation to workforce development and leadership training.
Jen has brought her passion for social justice and her innate sense of curiosity to the table to help look for solutions for these modern workplace woes. She understands that in order to improve people’s lives, we have to improve their experience of work, and bettering the relationship between workers and the companies they work for is the first step. In my interview with Jen, we will learn about her multifaceted journey through various career paths and the takeaways from these experiences that have shaped her understanding of the American workforce and what we can do to improve.
You’ll learn about:
- The power of curiosity
- How Jen defines leadership after 18 years in the Air Force.
- Why we need to redesign entry level jobs in America
- How to convince business owners to build an employee powered organization
Resources mentioned:
-
Work for Humanity
-
Waitlist for small businesses who want to join our next cohort
- Newsletter signup where we talk about doing the best work of our lives, together
- Or if people want to follow us on LinkedIn, where we post our newsletter as well
-
Work for Humanity donation page
-
The 2022 Customer Service Revolution Conference
- Customer Experience Executive Academy
- Customer Experience Executive Online Academy
Joel Sylvester has an unsurpassable passion for customer service. His career spans hundreds of companies, working with brands like Mayo Clinic, Wells Fargo, South Carolina Parks, Ohio Parks, and Fellowes. He has over 20 years of crafting exceptional customer experiences under his belt.
Today, Joel lives in Sioux Falls, South Dakota with his family. He acts as the Chief Client Officer at Five Star Call Centers. In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Joel about AI and contact centers.
Joel brings a level of expertise to the show and the world at large that is so critical today. The evolution of contact centers is of the utmost importance, especially amidst the great resignation going on right now. Tune in to hear from Joel on this topic in which he’s a genuine expert and learn how to apply his expertise to your organization.
You Will Learn:
- Joel’s career background.
- The evolution of contact centers over the past two decades.
- What Five Star Call Centers does.
- How AI can help your company be more efficient, especially during The Great Resignation era.
- Why every company has to be successfully managing their Omni channels.
- Why outsourcing isn’t so dangerous nowadays.
- What A.C.T. is and why every customer service employee should be delivering it.
- What you will learn from Joel’s presentation at the 2022 Customer Service Revolution Conference.
Resources mentioned:
Register to see Joel speak at the 2022 Customer Service Revolution conference
Five Star Call Centers
Five Star 2022 State of Customer Service
Connect with Joel on Linkedin
Customer Experience Executive Academy
Customer Experience Executive Online Academy
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Jess Pettitt is an author and keynote speaker. She believes to thrive in this world you have to ride two horses at once: one of humility and one of ego. This is why, while hosting and performing stand-up in NYC, she also worked as a diversity and inclusion specialist.
After a decade, Jess quit her day job but she still uses humor today to deliver actionable content related to everything you ever wanted to know about where leadership and diversity collide. Though often referred to as a thought leader, Jess responds that she just makes leaders think.
Jess works with toxic workplaces to help them build up the skills they already have. For example, we all have challenging conversations with the people we like and respect but we don't have these same challenging conversations with the people we don't like or respect. We have the skills but need to learn how to discern the two different buckets.
Today, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess about this process and the work she does within organizations. They also get into her background and what led her to do what she does today. Tune in to learn what “good enough now” means and benefit from all of Jess’ incredible insights.
You Will Learn:
- All about Jess’ background in performing stand-up in NYC and working as a diversity and inclusion expert.
- Why she got into diversity and inclusion in organizations.
- What it means to ride the two horses of humility and ego at once.
- Why you need to have a conversation about what you don’t know you don’t know for diversity, equity, and inclusion work to stick.
- How to do the best you can with what you have without getting sued, losing talent, or failing customers.
- How to avoid your blind spots.
- What “Good Enough Now” means.
- What you will learn from Jess’ keynote at the 2022 Customer Service Revolution Conference.
Resources mentioned:
Register to see Jess speak at the 2022 Customer Service Revolution conference
Everything Jess Pettitt
Customer Experience Executive Academy
Customer Experience Executive Online Academy
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
As a college freshman, Marcus Engel was blinded and nearly killed after being struck by a drunk driver. This incident changed the trajectory of his life forever.
After recovering from the accident, Marcus decided to pursue Narrative Medicine. His training and personal outlook on life gave him an amazing message to share with the world. Today, he is a sought-after motivational speaker and author who teaches his audiences the art of compassion and being present.
In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Marcus. They discuss his inspirational story, how he made the most of his tragic circumstances, and what he is doing to encourage thousands of people today.
You Will Learn:
- How Marcus went through two years of rehab, over 350 hours of reconstructive facial surgery, and adaptation through a multitude of life changes.
- Why he decided to continue his education after the accident.
- What Narrative Medicine is.
- Why Marcus believes life doesn’t happen to you, it happens for you.
- What a compassion expert is.
- What the two most compassionate words any human being can hear are.
- What the greatest gift we can give to another person is.
- What you will learn from Marcus’ presentation at the 2022 Customer Service Revolution conference.
Resources mentioned:
Register to see Marcus speak at the 2022 Customer Service Revolution conference
https://marcusengel.com/
Marcus’ book I'm Here - Compassionate Communication in Patient Care
Customer Experience Executive Academy
Customer Experience Executive Online Academy
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Judson Laipply, who has been featured on the Today Show, Ellen, Oprah, GMA, and more.
Judson is the world’s first YouTube Celebrity. His finale, “The Evolution of Dance” has over one billion impressions and was the first video ever to hit 100 million views. At the time, however, going viral wasn’t a thing and there weren’t opportunities to grow as a personal brand when you went viral.
Still, Judson is so grateful to have had this experience. He has now been speaking and performing for over 20 years and has been all around the globe.
In this episode, Judson joins us to talk about his many experiences. We discuss the very video of his that went viral and what the experience was like. We also talk all about everything Judson is doing now and why he is called the “evolution guru.”
Tune in to hear from the very first social media influencer, Judson Laipply.
You Will Learn:
- Some background on Judson’s childhood.
- When he knew he wanted to be a professional speaker.
- How he became the first YouTube Celebrity, receiving over 300 million views.
- The philosophical concept of Schroeder's cat.
- Why there is no such thing as “the status quo.”
- How Judson teaches audiences worldwide the difference between change and evolution while teaching them to embrace struggle, engage choice, and ultimately evolve.
- How to not fall into the trap of complacency.
- What Judson’s upcoming book will be about.
- What you will learn from Judson’s presentation at the 2022 Customer Service Revolution conference.
Resources mentioned:
The Customer Service Revolution Podcast
www.judsonlaipply.com
The Evolution of Dance
Register to see Judson speak at the 2022 Customer Service Revolution conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
The pandemic of the last couple years has proved how important customer experience is. Organizations and leaders have learned that they won’t survive if they don’t have a solid customer experience in place and train all of their employees to institute it consistently.
Jay Juffre, the Executive Vice President of ImageFIRST, learned this firsthand. Jay has grown up in the textile and industrial laundry industry – holding just about every job you can imagine. He was tapped to oversee ImageFIRST’s customer experience initiative back in 2013 and still does today.
Because of his experience trail heading ImageFIRST’s CX, Jay has expertise on this topic. He is joining Dave Murray on the show today to talk all about how a CX focus fuels extreme growth.
Throughout the conversation, they navigate this most important of questions: how do you grow an organization in a tight, extremely competitive industry? Jay says you must find a competitive advantage.
You Will Learn:
- How the pandemic proved the importance of customer experience as a competitive advantage.
- The difference between CS and CX.
- How focusing on customer experience is what helped ImageFIRST grow like crazy – including a 98% customer retention percentage!
- How a Customer Experience Cycle created six-plus years ago remains a competitive advantage and is a weekly focus to this day.
- How a focus on Internal Culture has led to industry-leading employee retention numbers pre- and post-COVID
Resources mentioned:
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Here at The DiJulius Group, we’re often surprised by how many leaders don’t think they are responsible for creating the culture they want in their organization.
The truth is, only leaders can institute change like this. As the leader, you set the pace for how everyone else will perform their duties and serve your customers.
On top of this, as entrepreneurs, we need to be training the leaders within our organizations. We need to teach them how to lead in a way that creates the company culture we desire.
In this episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, talks all about creating a culture that attracts and keeps the best talent. This talk comes from the keynote he gave at our conference. Throughout the show, Dave makes the case for why we need to be training our leaders to create the culture we want. After listening, you can go back and implement these tips in your organization to create better leaders and a better culture.
You Will Learn:
- Where companies go wrong with promoting people
- How we underestimate the middle level of management
- What we learned from Google’s “Project Oxygen” study
- 10 must-haves for managers
- Why one-on-one meetings are so effective
- The importance of holding your leaders accountable
- How to build a culture employees love
Resources mentioned:
The Customer Service Revolution Podcast
Customer Experience Executive Academy
Customer Experience Executive Online Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Cassandra Worthy is the world’s leading expert on Change Enthusiasm®. She is lighting the world on fire with her refreshingly unique take on not just “managing” but growing through change.
Cassandra also runs a consulting firm called Change Enthusiasm Global. Through her work at the firm, she helps people understand what having a growth mindset really means and how to practice it. When you have a growth mindset, you can harness the power of emotion to fuel your growth and betterment. This is why Cassandra encourages her clients to not only embrace change but use it to propel them to heights they never imagined.
In this episode, Chief Revolution Officer John DiJulius talks with Cassandra about her work at Change Enthusiasm Global and how she has impacted many companies through this work.
You Will Learn:
- What “change enthusiasm” means.
- Cassandra’s back story before founding her firm, Change Enthusiasm Global.
- What inspired Cassandra into leading the work she does.
- How leaders can embrace a growth mindset.
- What emotional contagion means.
- How to help those who resist change.
- Why it’s important to listen to your employees.
- How Cassandra is seeing the impact of her work, notably these past couple of years throughout the pandemic.
- What Cassandra will be presenting on at the 2022 Customer Service Revolution conference.
Resources mentioned:
The Customer Service Revolution Podcast
Cassandra Worthy’s website
Connect with Cassandra on Linkedin
Order Cassandra’s book: Change Enthusiasm
Register to see Cassandra speak at the 2022 Customer Service Revolution conference
Customer Experience Executive Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Jared Green is a speaker, author, and executive coach. He is known for bridging the gap between human engagement and organizational development through his company, Engage 365. Jared’s mission is to reimagine and redesign the employee experience with people strategies that best support business strategies.
Jared’s company and his mission could not be more timely or relevant coming off the pandemic. We’re all hopeful that we’re nearing the end of this season and coming out of what’s been coined “The Great Recession.” We need people like Jared more than ever before.
As the master of employee experience, Jared works with companies like Chick-fil-A to help them improve their human engagement and, therefore, create an engaging workforce. In this episode, we discuss how he does this. Tune in to learn how to master employee engagement in your organization.
You Will Learn:
- How Jared went from being a former NFL professional football player to helping companies bridge the gap between human engagement and organizational development
- Why employee engagement is so important
- Jared’s Core 4 to creating an engaging workforce
- How leaders can better adjust to the hybrid workforce model
- How to engage employees during onboarding
- The number one trait a great leader must have
- Why you should build relationships with your employees
Resources mentioned:
The Customer Service Revolution Podcast
Jared’s website
Connect with Jared on Linkedin
Register to see Jared speak at the 2022 Customer Service Revolution conference
Customer Experience Executive Academy
Customer Experience Executive Online Academy
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Does your company have a Signature eXperienece?
A Signature eXperience is a distinct customer experience your customers can only get from you. Creating this kind of experience for your customers requires consistency. You have to get rid of “employee roulette” and train your employees on the CX that sets your organization apart.
In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group discusses how to do this. Tune in to learn how to create your signature experience and remove employee roulette.
You Will Learn:
- What a Signature eXperience is
- That great CX organizations consistently deliver outstanding results with average employees
- How to remove employee roulette
- That you can significantly improve your CX with your existing group of employees
- How to tie employees’ jobs to the overall sense of purpose
Resources mentioned:
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Every one of us has three groups of people in our lives and businesses. We have the believers, the fence-sitters, and the critics and cynics. The percentages of each group may be different for each of us but we all deal with these three groups.
The question is, what do we do about that third group? How do we deal with the critics and cynics in our organizations?
Chief Revolution Officer John DiJulius of The DiJulius Group discusses this topic in this episode of The Customer Service Revolution. Tune in to learn from him.
You Will Learn:
- The mistake we make with critics and cynics.
- Where to put your focus.
- How to create momentum.
- How to be a revolutionary.
Resources Mentioned:
Take our complimentary company service aptitude test
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Have you ever lost a customer and blamed it on your prices?
Maybe you assumed that the reason the customer left was that your prices were too high. So, what did you do? You lowered your prices.
In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group explains why this is a bad idea. He asserts that when customers complain about your prices, it’s more than likely not because they're cheap. Rather, they're not willing to spend that much money because your experience didn't warrant it.
Tune in to learn more about this and hear 4 different examples of companies who mistakenly thought they were losing customers due to lower prices.
You Will Learn:
- How an industry where nearly 80% of consumer’s purchases were based on price was disrupted by experience.
- How to figure out why customers are leaving.
- Why you can’t outsell poor customer retention.
- How The Dijulius group helps companies increase customer retention.
- How to find out your VOO.
Resources mentioned:
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
During the COVID-19 pandemic, many restaurants faced challenges beyond their control. Roughly 80,000 restaurants have temporarily or permanently closed since the start of the pandemic, according to estimates from the National Restaurant Association, down from 110,000 at the peak of the pandemic.
Edley’s Restaurant Group is no exception. They are a restaurant company in the metro-Nashville, Tennessee area with 7 locations and 400 team members. However, despite their many challenges over the past couple of years, they are growing by 50% in the next 12 months through franchising.
In this episode, CEO Will Newman and President Chris Beckley (CXEA Alumni 2021) are joining us to discuss the amazing growth they’ve experienced. Learn how they applied the DiJulius Group methodology to achieve incredible results.
You Will Learn:
- The background and story of Edley’s Restaurant Group
- The purpose of their brand and what it means to them
- Results Edley’s has achieved by focusing on CX
- What it takes to differentiate yourself from the competition
- How to be brilliant at the basics & provide consistent service
- How to create a company culture people want to be a part of
Resources mentioned:
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Chief Revolution Officer John DiJulius of The DiJulius Group discusses what has a better ROI: Advertising or CX Training?
Learn:
- The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have
- Sales is a lagging indicator of the level of CX your company is providing
- 75% “don’t accept advertisements as truth”
- 90% “believe brand recommendations from friends”
- 5% increase in customer retention can increase a company’s profit by 75%
- 80% of your company’s future revenue will come from just 20% of your existing customers
- Tesla spends zero on advertising
Resources mentioned:
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can reduce customer rage.
You Will Learn:
- Customer anxiety is at an all-time high
- How to be aware of empathy fatigue
- To make employees aware that customers may overreact
- How to train employees to defuse
- How to train employees to avoid customer rage
- To manage customer’s expectations by being totally transparent
Resources mentioned:
The Customer Service Revolution Podcast
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Frank Favaro, one of the top Customer Experience Coaches. They discuss how after having successful careers in multiple industries by focusing on building strong relationships, Frank started his own coaching business helping others do the same.
You will learn:
- How Frank brought customer experience and relationship building into an industry that primarily focused on being the lowest bidder
- How Frank helped his business grow by over 600% in a few short years
- How Frank burned his ships and left a well-paying job to start his own coaching business that brought him more fulfillment
- How he has been able to help businesses transform the experience they deliver to both customers and employees
Resources mentioned:
www.thedijuliusgroup.com
Learn more about Frank Favaro
Follow Frank on Linkedin
Take the Company Service Aptitude Test
Become a licensed CX Coaching
The DiJulius Group
The Customer Service Revolution Podcast
CXO Academy
Customer Experience Executive Online Academy
The Customer Service Revolution Conference
John’s Books
The DiJulius Group’s Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies need to improve communication to retain top talent in an employee market.
You will learn:
- How the most challenging issue all companies face can be summarized in one word: communication.
- By improving communication within departments, locations, and other teams, your organization can create a world-class employee experience that people won’t want to leave.
- How to help your departments better understand the roles and responsibilities of others and understand how their role impacts other departments and customers in the overall experience.
- Each team will better understand the importance of their INTERNAL customer. After all, a customer is whoever depends on the work that you do.
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Most books that teach how to build and grow a company are organized around the functional areas of business, such as people, finance, operations, and marketing. Those factors are important – no question. But what is missing is an overarching methodology that systematically drives execution on the activities that will lead to BIG growth and success in your business.
At CEO Coaching International, they have developed, refined, and used the Make BIG Happen System to help over 800 companies reach extraordinary revenue and EBITDA growth. In Making BIG Happen, they’ve translated this hypergrowth set of best practices into a system that is easy to understand and applicable to any business.
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Mark Moses and Don Schiavone about their brand-new book Making Big Happen: Applying the "Make Big Happen" System to Grow Big, which came out in January of 2022 and has already reached the #1 bestselling business book in the U.S. and #5 on the Wall Street Journal list.
You will learn:
- The three elements of the Make BIG Happen System
- How they developed the Make BIG Happen System
- The kind of results clients have had who implement the Make BIG Happen System
- The typical struggles that prevent CEOs and their executive teams from growing big
Resources mentioned:
Order Making Big Happen: Applying the "Make Big Happen" System to Grow Big
CEO Coaching International website
Follow Mark Moses on LinkedIn
Follow Don Schiavone on LinkedIn
The DiJulius Group
The Customer Service Revolution Podcast
CXO Academy
Customer Experience Executive Online Academy
The Customer Service Revolution Conference
Become a licensed CX Coaching
John’s Books
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
The DiJulius Group’s Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies can turn upset customers into brand evangelists.
You will learn:
- How to anticipate your service defects and put protocols in place to make them right
- How to be prepared and equipped to respond to predictable customer challenges: shipping delays, long hold times, products out of stock, etc.
- Training employees to have full awareness of the potential service defects that commonly arise at each stage of the customer’s journey
- How to train and empower your employees
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dr. David Moffet, and his wife, Jayne Bandy, about how they have built the Ultimate Patient Experience. Dr. Moffet is a bestselling author, entrepreneur, and today he and Jayne are Customer Experience Coaches who help transform the experience businesses deliver.
You will learn:
- Dr. Dave’s obsession with ongoing learning to become the best at anything he does
- How this dynamic Australian couple disrupted the dental industry and sold their dental practice
- How Jayne and Dr. Dave invented The Ultimate Patient Experience
- How, as CX Coaches, they are helping businesses all over the world do the same
Resources mentioned:
www.thedijuliusgroup.com
Dr. Dave & Jayne Bandy CX Coaches
Dr. Dave’s book – How to Build the Dental Practice of Your Dreams (without killing yourself) in Less than Sixty Days!
Connect with Dr. Dave on LinkedIn
The DiJulius Group
The Customer Service Revolution Podcast
CXO Academy
Customer Experience Executive Online Academy
The Customer Service Revolution Conference
Become a licensed CX Coach
John’s Books
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Matthew Dixon, the best-selling author of The Challenger Sale: Taking Control of the Customer Conversation (Portfolio/Penguin 2011), which was a #1 Amazon and Wall Street Journal bestseller that has sold nearly a million copies worldwide and has been translated into a dozen languages.
You will learn:
- What a Challenger Sale is and how it has one of the most important advances in selling in many years
- The 5 types of sales reps
- The 3 T’s of a Challenger
- You need to be challenging your customer’s assumptions and not making them think, “Huh, I never thought about it that way before,”
- Stop leading with what you and your company do and start leading with a compelling story about their business, and teach them something new.
Resources mentioned:
The Challenger Sale: Taking Control of the Customer Conversation
Matthew’s newest book, The JOLT Effect: How High Performers Overcome Customer Indecision, will be released by Penguin in September 2022
http://dmcinsight.com/
The Customer Service Revolution Podcast
Customer Experience Executive Academy
Customer Experience Executive Online Academy
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
The DiJulius Group’s Senior Customer Experience Consultant, Dave Murray, shares why companies need to train their leaders how to lead.
You will learn:
- In today’s workplace, new leaders are promoted because they have done their jobs well, not because someone identified them as an emerging leader of others.
- Many organizations make assumptions that by making their way up the corporate ladder, the new leader is equipped to lead others simply based on their past experiences.
- The unfortunate reality is that very few organizations have training in place on the soft skills it takes to lead effectively – especially in a Customer Experience culture.
- How to create a Leadership Playbook for your management so that you can ensure any leader within your organization has the training, knowledge, and support to drive engagement, collaboration, and service excellence across their teams
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
The DiJulius Group’s Senior Customer Experience Consultant, Dave Murray shares how companies can deliver a consistent, great customer experience.
You will learn:
- How to stand out in a crowded marketplace
- How to ensure that you can maintain great service levels, even during rapid growth
- How to deliver a consistent experience between departments, locations, shifts, etc.
- How to create your own Customer Experience Cycle (CEC)
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred’s newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers. You will learn:
- How NPS has been adopted by two-thirds of the Fortune 1000 companies
- Why NPS is broken and why he needed to write a new book to address what companies and leaders are doing wrong
- The most common misperceptions that people/companies have about NPS
- How we should define what constitutes a great company
- What “Earned Growth Rate” (EGR) and why do we need it
Resources mentioned:
www.thedijuliusgroup.com
Fred’s new book - Winning on Purpose – The Unbeatable Strategy of Loving Customers
Connect with Fred on LinkedIn
The DiJulius Group
The Customer Service Revolution Podcast
CXO Academy
Customer Experience Executive Online Academy
The Customer Service Revolution Conference
Become a licensed CX Coach
John’s books
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can build a culture that employees will love. Learn:
- The DiJulius Group’s leadership mission
- How to prioritize employees’ mental health
- How to drive employee engagement
- Why you should build a culture moat
- And how the great resignation is a great opportunity
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Stephen Kearley, the President of Benson Kearley IFG (BKIFG), a financial service company based in Ontario, Canada. Kearley has built BKIFG into an incredibly successful firm known for being a world-class customer service organization.
You will learn:
- How Kearley’s lifelong obsession for learning has allowed his firm to grow far past his original goal
- What he feels was the best professional decision he has ever made
- How BKIFG truly sets itself apart from anyone else in its industry
- What BKIFG’s customer service vision statement is
- How he empowers his leaders to take risks and ownership of the internal and external experience of BKIFG
Resources mentioned:
www.thedijuliusgroup.com
www.bkifg.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Customer Experience Executive Academy
Customer Experience Executive Online Academy
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can solve the WFH quandary.
Learn:
- The negative side effects of employees working from home
- Studies show WFH as a top priority for employees looking for a new job or choosing to stay in their job
- How to solve the WFH quandary
- How to create virtual energy in your weekly department meetings
- Why leaders need to learn how to lead from a distance
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis.
Learn:
- Why CX Strong should be your company’s highest priority right now
- Why overall customer satisfaction is at a 15-year low
- What are the two biggest mistakes companies are making right now?
- How performance is contagious
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Ken Falke about his newest book Lead Well: 10 Steps to Successful and Sustainable Leadership. As a former member of the U.S. Navy, a serial entrepreneur, and the current chairman and founder of Boulder Crest Foundation, Ken has learned the key disciplines that make a great leader.
Learn the Lead Well 10:
#1: Lead Yourself First
#2: Set and Clearly Communicate Your Vision
#3: Set and Achieve Goals that Align with Your Vision
#4: Listen Well
#5: Lead with Kindness
#6: Hire Quality People
#7: Create a Culture of Loyalty and Satisfaction
#8: Hold Yourself and Others Accountable
#9: Lead with Courage
#10: Give Back
Resources mentioned:
The Customer Service Revolution Podcast
Lead Well: 10 Steps to Successful and Sustainable Leadership
Customer Experience Executive Academy
Customer Experience Executive Online Academy
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, presents a webinar to help you determine if it is time for a CXO (Chief Experience Officer).
You will learn:
- When it is time to hire/promote a CXO
- Where CXOs come from
- How to prepare and train a CXO
- How to hire/promote the right CXO
- What a CXO should be responsible for
Resources mentioned:
The Customer Service Revolution Podcast
Customer Experience Executive Academy
Customer Experience Executive Online Academy
Landing page to watch Jess’ webinar and receive a copy of her slide deck
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the most important thing anyone can collect and how it will appreciate faster than anything else. Life is all about relationships and the rest is just details.
You will learn:
- Why you need to be extremely choosy when collecting relationships
- How our accomplishments are the result of hundreds of contributions throughout our lives
- Who the leading cast members and supporting characters in our lives are
- Why there’s no such thing as a self-made man
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group discusses why undeveloped potential cheats those around us and those we touch, influence, and impact. It also deprives us of joy, satisfaction, and opportunities. Living life to our fullest potential is not an opportunity; it is a responsibility. We have an obligation to be the best version of ourselves that we can possibly be every day. This isn’t just about us and how our life will benefit. It’s also for all the people depending on us: our spouse, children, friends, employees, coworkers, customers, and community.
You will learn:
- How each of us can impact thousands of people's lives through providing genuine care for others
- Why you can't just deliver world-class service at work but in all areas of your life
- How to create your own personal purpose statement, a vision of what you want to accomplish in your lifetime
- Why our greatest fear should be that we will not realize our fullest potential before we die
- A great exercise you can do when asking yourself if you are reaching your fullest potential in all areas of your life
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees.
You will learn:
- One of John’s favorite stories of going above and beyond
- How an above and beyond mentality requires a cultural shift in the way you and your employees think
- How creating an above and beyond culture in your company will motivate your employees to be on mission to constantly exceed your customers' expectations
- The 5 steps in creating an above and beyond company culture
- Why we need to document above and beyond stories and why they need to be stored in one central place
- Why you should create an award for the “Above and Beyond Story of the Year” that’s voted on by all employees
- How sharing the top 10 all-time above and beyond stories with your new employees can be powerful
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched the presentation online doesn’t mean they retained everything that was taught. There must be a certification component. It is important to test each employee to make sure they learned and retained the information that was taught or launched. There are many ways you can do this. One of John’s favorites is gamifying it: making it a competition between teams, departments, or locations. This makes it a fun and incredible team-building activity. Best of all, your employees retain the information.
You will learn:
- Examples of customer experience strategies that you can launch and test on, including the Nevers and Always, the non-negotiable standards, and the company's core values.
- The Customer Experience Training Olympics is a way to gamify your certification process.
- Teams and departments go head to head to see who scores the most or finishes with getting the most correct answers. The more hype leading up to the competition, the more exciting it will be.
- It also gets employees to prepare and study more because they do not want to be the one who lets their team, department, or location down.
- With over 100 locations throughout Tennessee, Advanced Financial is one of the best customer certification programs.
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
CX Olympics
Advance Financial’s Wheel of Fortune, Jeopardy, Word Search, Crossword Puzzle, and Memory Match
Episode 059: 6 Steps In Launching A Successful Customer Service Initiative That Lasts
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the top 4 reasons why the majority of businesses from the medical, financial, and legal industries are so archaic in the client experience they deliver.
You will learn:
- Why doctors, lawyers, and accountants don’t have time to focus on strong business practices, building a strong corporate culture, or creating a world-class client or patient experience
- How technical brilliance has become a commodity
- Why there’s a need for non-technical senior leaders to help run these industries
- Why these industries need to train not only in technical skills but also in non-technical and soft skills to increase their service aptitude
Resources mentioned:
The Customer Service Revolution Podcast
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers are looking for superior products and services wrapped in a compelling experience that makes them feel better about themselves. Those brands are a status symbol of a lifestyle. They offer customers emotional affirmation and an affordable luxury that says, “if I buy this, I will be hipper, more attractive, more intelligent, and more popular.”
You will learn:
- Many times when a customer complains about the price it isn't because they were not willing to pay for it; it is because the experience didn't warrant it.
- Why discounting your prices is just a race to the bottom.
- Why it's a major mistake to allow cheap imitators to appear as your competition by reducing your prices.
- How to deliver an experience epiphany for your clients.
Resources mentioned:
The Customer Service Revolution Podcast
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts. Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and die. This leaves the management team frustrated and cynical and the employees skeptical about what the next program of the year, the flavor of the month, or management by the best seller will be. The following list is how The DiJulius Group ensures our consulting clients are seeing tangible results twelve months, three years, even five years later.
You will learn:
- The steering committee in charge of creating the initiative must have both leadership and representation from every department and the customer-facing employees
- The disconnect between the group that gives birth to the project and the rest of the organization
- Why it’s important to have a launch that gets everyone involved and what your story tool should look like
- Test each employee to make sure they learned and retained the information that was taught during the launch
- Implementation is a rollout calendar of phases
- The calendar needs to be tied with training and support materials
- The ones hitting the goal need to be celebrated loudly while the ones who are underperforming need to be coached
- There is no ribbon-cutting ceremony for a world-class customer service organization
- Keep branding and advertising your customer service culture back to all your employees
Resources mentioned:
The Customer Service Revolution Podcast
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group talks with the legend of corporate culture, Chuck Runyon. Chuck is the CEO and co-founder of Self Esteem Brands, LLC, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U. Chuck has created one of the most amazing internal work cultures for his employees and franchisees. More than 5,000 employees and customers (members) have Anytime Fitness tattoos!
You will learn:
- The purpose and vision of Self Esteem Brands
- Why employee culture should be your obsession
- What the 4 P’s are and how they drive everything SEB does
- How they navigated the pandemic which crushed the fitness industry
- How a World Class experience starts at Headquarters
- How SEB is dealing with the great resignation era and the gig economy
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Chuck’s book:
Love Work: Inspire a high-performing work culture at the center of people, purpose, profits, and play
https://smile.amazon.com/Love-Work-Chuck-Runyon-ebook/dp/B074MV6KC3/ref=sr_1_1?dchild=1&keywords=chuck+runyon&qid=1631279377&sr=8-1
Self Esteem Brands: https://www.sebrands.com/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again.
You will learn:
- How to design and create an experience that gets customers to return again and again.
- The difference between repeat customers and loyal customers.
- The one trackable trend that leaders must monitor every morning.
- Why most "loyalty programs" fail to create customer loyalty.
- How delivering an amazing customer service experience is within reach of every employee of your organization.
- How to personalize the customer experience.
- Loyalty killers that can terminate your relationship with your customers
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
I’ll Be Back: How to Get Customers to Come Back Again and Again
Connect with Shep Hyken
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best way to capitalize on revenge spending. The last 18 months have built up a lot of demand and consumer savings are near record highs. However, customers are now pickier than ever about which companies they do business with. Learn how you can position your business to handle what could be an economic boom for some.
You will learn:
- Revenge spending is a key reason to expect economic growth in the foreseeable future
- Why customers are now pickier than ever about which companies they do business with
- Why brands that consistently deliver superior customer experience and a high level of employee engagement will reap the rewards
- 75% of customers don't accept advertisements as truth yet 90% of customers believe brand recommendations from friends
- New customer acquisition is extremely expensive compared to retaining current customers
- The most successful companies in the world are not characterized by the best products in the world but by how they redefine our expectations
- Why building a true, sustainable relationship is the biggest competitive advantage in the world
- The most memorable customer experiences are the ones where an emotional connection was made and both the customer and employee felt something
Resources mentioned:
www.thedijuliusgroup.com
The Customer Service Revolution Podcast
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service.
You will learn:
- If your employees are not providing the same level of customer experience every single time, then you’re going to get an employee roulette.
- Call your company and ask whoever answers the phone if they can tell you what the weather is.
- How Zappos and John Robert’s Spa employees responded to the weather report challenge.
- Why a lack of customer service aptitude is not the fault of your employees but of the culture or lack of customer service training.
- Your employees’ reform is based on the service aptitude of every single employee.
- Having such a strong customer service culture that no request is outside of your employees’ job descriptions
Resources mentioned:
www.thedijuliusgroup.com
Zappos call: https://www.youtube.com/watch?v=qnAQYeUUj_E
John Robert’s Spa call: https://www.youtube.com/watch?v=LxCo6aPUd_U
The Customer Service Revolution Podcast: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH: https://customerservicerevolution.com/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Senior Customer Experience Consultant for The DiJulius Group Dave Murray talks with international keynote speaker and customer experience coach Dan Gingiss about some great insights from his upcoming book, The Experience Maker, as well as about how to create an experience that people want to share.
You will learn:
- How to be WISE in your customer experience and WISER than the competition
- What it looks like to be witty and clever in your customer experience
- Why extraordinary means focusing on being just a little bit better than ordinary
- Why being shareable requires subtlety
- How we can get our teams to focus on being extraordinary
- Why customers feeling like you’re there for them is the real difference-maker
Resources mentioned:
Book: The Experience Maker
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
In this week’s episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, sits down with Jack Mackey who's listed in the Who's Who of Customer Experience and is a founding member of the Customer Experience Professionals Association. Understand how to create remarkable new experiences by solving not selling and make it easy for your customers to buy from you by engaging human-to-human and teaching through stories.
In today’s episode, you will learn:
- What is the actual science behind service as defined by the Harvard Business Review and how can organizations use this knowledge?
- What the difference between Customer Service and Customer Experience is and why it’s important
- The links between sales, service, and building loyalty and how all three of these can be working together for you
- The 3 very important questions every business needs to be asking itself
- Why the traditional loyalty programs we know of as consumers don’t actually build loyalty
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience.
You will learn:
- The difference between the customers we attract versus the customers we pursue
- The true importance of setting expectations
- What the primary differentiator for your business is
- What reverse mentors are and why they’re important
- What can happen in sales when great things happen in service
- Why companies don’t focus on experience
Resources mentioned:
Scott’s books: https://www.amazon.com/Scott-McKain/e/B001IU0N1W/ref=dp_byline_cont_pop_book_1
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer’s experience.
You will learn:
- Why measuring your customer’s experience is critical to improving the customer service your organization delivers.
- What the best types of measurement tools to get the highest response rate and most accurate information are.
- Which KPIs (Key Performance Indicators) are the ones you should be tracking.
- How to create a ROX (Return on Xperience) dashboard to hold everyone in your organization accountable.
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, or “Murray,” Senior Customer Experience Consultant for The DiJulius Group, about the Commandment X of The DiJulius Group’s Methodology, World-Class Leadership.
You will learn:
- How to create a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the service vision of the organization.
- Walking the talk.
- Every world-class customer service organization is world-class to work for.
- It takes world-class leadership to provide passion, inspiration, and discipline to all employees.
Resources mentioned:
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH:
https://customerservicerevolution.com/
www.thedijuliusgroup.com
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy about the power of establishing consistency throughout every customer touchpoint and creating systems and processes that remove variation and provide a consistent customer experience.
You will learn:
- How to transform even your mundane interactions into memorable experiences
- How to identify the inconsistencies in your business and others
- How to create your non-negotiable service standards to become the brand your customers can’t live without
Resources mentioned:
Customer Experience Cycle: Business to Business (B2B) Consulting Example
Customer Experience Cycle: Draft Template
Customer Experience Cycle: Business to Consumer (B2C) Automotive Example
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH
https://customerservicerevolution.com/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring. Vance is one of the most amazing human beings you will ever meet.
You will learn:
- Why the medical industry is so far behind in delivering a world-class patient experience
- How Vance Thompson Vision attracts and hires only employees with high service DNA
- How they train their employees to deliver an exceptional patient experience
- The amazing patient experience that separates Vance Thompson Vision from any other business
- The amazing employee experience that separates Vance Thompson Vision from any other business
- What Vance’s personal mission is in life
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
https://vancethompsonvision.com/
Article: It’s No Wonder Why Your Doctor, Lawyer & Accountant Suck at Service
Books:
The Experience Economy by Jim Gilmore https://www.amazon.com/Experience-Economy-Updated-Joseph-Pine/dp/1422161978
Secret Service by John DiJulius
https://www.amazon.com/Secret-Service-Systems-Unforgettable-Customer/dp/0814471714
Raving Fans by Ken Blanchard
https://www.amazon.com/Raving-Fans-Revolutionary-Approach-Customer/dp/0006530699
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
On this week’s podcast, Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy continues the second part of interviewing John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in The Digital Age. This is part 2 of 2 episodes.
You will learn:
- How to dominate the relationship economy
- The 5 Keys to training your employees in the art of relationship building
- Conversation Never & Always
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Link to The Relationship Economy Book: https://thedijuliusgroup.com/product/the-relationship-economy/
Link to John’s TED Talk Meet as Strangers Leave as Friends: https://www.youtube.com/watch?v=QfWgKZzsuMc
FORD template: https://thedijuliusgroup.com/how-to-create-an-emotional-connection-in-a-digital-world-the-most-remarkable-customer-service-story-i-have-ever-heard/
Alpin Haus Customer Service Training on building relationships: https://www.youtube.com/watch?v=T18LCaCDvwQ
The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes.
You will learn:
- Today's illiterate are those who have an inability to make a meaningful connection with others.
- Technology is not the enemy; using it to eliminate the human experience is
- How we are all living in the touch screen age
- Why we have generations that are relationship disadvantaged
- How all generations have fewer people skills than the previous
- What the Relationship Economy is
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Link to The Relationship Economy Book: https://thedijuliusgroup.com/product/the-relationship-economy/
Link to The Professional Relationship Report Card:
https://thedijuliusgroup.com/how-healthy-are-your-professional-relationships/
Link to PWC report on Experience is Everything:
https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf
The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only leadership to employees but employees to employees and department to department as well.
You will learn:
- Interdepartmental teamwork: compassion & empathy
- Clarify handoffs between departments
- Understand how your work impacts others
- Understand your internal customer
- Improve communication
- Day in the life of colleagues
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Murray talk about how to build a Zero Risk Organization.
You will learn:
- What it means for an organization to be Zero Risk
- How easy are you to do business with?
- How to determine the most common places your company drops the ball
- How to create systems and processes to prevent those from happening
- How to build in-service recovery processes for your employees to handle when they do happen
- How you can turn a customer who had something bad happen to them into a customer for life.
- How being Zero Risk dramatically increases employee morale
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Dave talk about how the best customer service companies in the world all have a customer experience action statement (formally known as the customer service vision statement). It is a clear call to action of what each and every employee should intentionally achieve every time they interact with a Customer.
You will learn:
- Why we changed the name from a customer service vision statement to a customer experience action statement
- How a customer experience action statement is different from a company’s vision, purpose, and core values
- The impact it has on a company’s customer service culture
- What the three pillars of a customer experience action statement are
- How to create a customer experience action statement and pillars
- How this helps you create a credo card that serves as your employees’ customer experience handbook
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver because they are brilliant at the basics. They also discuss how you can create a simple customer bill of rights that includes the things everyone in your organization should always do or never do when representing your brand.
You will learn:
- What is the Customer Bill of Rights?
- How the best customer service companies are brilliant at the basics.
- Guidelines in creating the Never & Always list.
- The best Never & Always are going to be the ones you create with your team in a workshop-style format.
- Examples of Never & Always that you can apply to your organization.
-
- Never point, always show them.
- Never say no, always focus on what you can do.
- Never say, “I don’t know,” always say, “Let me find out.”
- Never accept fine or okay, always have excellence as the standard.
- The two words that are going to boost your business by 12% and increase your perceived value.
- Examples of Never & Always that are virtual or email-specific.
- What's common sense to us may not be common sense to our new customer-facing employees.
- You need to explain to your employees the context around your Never & Always list.
- The Customer Bill of Rights is the low-hanging fruit that every organization has the opportunity to implement and create.
- Ways to be creative in developing your own list.
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Related article: https://thedijuliusgroup.com/you-want-customer-loyalty-be-brilliant-at-the-basics/
The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group answers this question: Why do companies like Apple, American Express, Tesla, Chick-fil-A, Starbucks, Amazon, Southwest, and Zappos always outperform the rest of their industry regardless of the economy? It is the service, stupid! Today, discover how one company increased revenue to over $2 million a month by improving customer experience.
What you will learn:
- How a small number of companies have now redefined what customers expect from brands.
- Most products and services today are of similar quality. The differentiator of products and their functionalities no longer plays a role in the customer’s purchase decision.
- In a time of uncertainty, there are only 3 certainties in life: Death, Taxes, and Customer Experience.
- Most CEOs fast-talk a commitment to customer experience but slow-walk execution.
- Research has shown that in past recessions, companies that invest in and deliver superior customer experience during a downturn emerge, producing shareholder returns three times larger than average.
- A study analyzes the stock market performance of the top-rated companies in customer experience versus the bottom-rated during the period of the last U.S. recession from 2007 to 2009.
-
- The worst CX companies had a negative 57% ROI; many of them didn’t survive.
- The stock market struggled at a negative 16%.
- The best CX companies posted a positive 6%.
- In order to know what victory looks like, you must have an ROX (Return on eXperience) dashboard. The ROX dashboard should have 3-4 Key Performance Indicators directly tied to the level of customer experience delivered from every customer-facing employee and department.
- How a mortgage company increased revenue to over 2 million dollars a month by improving their customer experience.
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Research: https://www.mckinsey.com/business-functions/marketing-and-sales/solutions/periscope/our-insights/surveys/~/media/D182880656F64FCE87D38093867CBEE6.ashx
https://watermarkconsult.net/blog/2019/01/14/customer-experience-roi-study/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have.
You will learn:
- What the actual definition of Customer Service Revolution is
- What making price irrelevant means
- Which is more important to building a world-class customer service organization: hiring or training?
- How service aptitude is the most important ingredient to what separates world-class customer service organizations from every other business
- The 3 things that determine anyone’s service aptitude
- How most businesses have negative cues and don’t realize it
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast
The CX Event of 2021
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how one of the best ways to increase your employees’ service aptitude and empathy for their customers is by creating a day in the life of your customer story and customer avatars.
You will learn:
- There is a more dangerous pandemic happening with no vaccine
- What a year of social isolation has done to us: it has hardened us and made us less engaging
- Social media is the tobacco company of today
- As a result of the loneliness pandemic, the Prime Minister of the UK appointed the world’s first minister for loneliness
- You can now Rent a Friend & Rent a Family
- The best brands address our emotional and social needs
- Why it is so important to create days in the lives of your customer stories
-
- How it builds empathy for your customer-facing employees
- How it increases their service aptitude
- It makes your employees more present with each and every interaction rather than treating customers as “next”
- How to create a day in the life of a customer video
- The importance of creating customer avatars
- How to create customer avatars
Resources mentioned:
www.thedijuliusgroup.com
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Chick-fil-A’s Day in the Life of a Customer video
John Robert’s Spa Day in the Life of a Customer video
The DiJulius Group’s Day in the Life of a Customer video
PDF worksheet for you to Create Your Own Customer Avatar
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Johnny Jennings, Chief of Police at Charlotte-Mecklenburg Police Department, Charlotte, has a vision for what type of police department he wants to build, some may call it an unrealistic vision. Jennings wants Charlotte to be known as the Chick-fil-A of police departments. And he is not just talking about it. He is committed to making this vision a reality in one of the largest cities in America.
What you will learn:
- That you can be for Black Lives Matter and have a tremendous amount of respect for what police officers do
- Why is his vision to deliver world-class hospitality in his police department
- How do you change the stigma and rewrite the narrative of policing in the U.S.?
- What a day in the life of a police officer is like
- How to avoid empathy fatigue
- What they’re doing to accomplish their goal to earn a genuine thank you and leave a positive impression even when they have to enforce the law
Resources mentioned:
www.thedijuliusgroup.com
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Ken Falke, a former member of the U.S. Navy, serial entrepreneur, and author. Today, Ken’s passion is taking care of his fellow combat veterans and their family members. He is the chairman and founder of Boulder Crest, an organization that focuses on the teachings of posttraumatic growth. Ken spends the majority of his time educating the public and private sectors on the issues surrounding the long-term care of our returning military personnel and their families from the last 19 years of war.
Learn:
- About Ken’s highly successful military career
- How he leveraged that into building multiple businesses
- Why he got into helping veterans deal with PTSD
- Why he wrote Struggle Well: Thriving in the Aftermath of Trauma
- How in today’s world, it is more important than ever to help ourselves and those around us address mental wellness
- Learn the Mental Wellness Model that can be applied to everyone
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
www.Bouldercrest.org
Ken’s book: www.StruggleWell.com
Gary Sinise Announces partnership with Bouldercrest: https://www.youtube.com/watch?v=BYEqHKdmChY
Struggling Well During COVID-19: A Roadmap to Wellness: https://gritdaily.com/struggling-well-during-covid-19-a-roadmap-to-wellness/
Are you passionate about helping others succeed? Contact claudia@thedijuliusgroup.com.
Man’s Search for Meaning by Viktor Frankl
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius of the DiJulius Group brings back Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes-uncomfortable message on leadership to thousands of entrepreneurs.
Arnie is an expert practitioner, and now speaker and consultant in creating world-class customer service cultures. Arnie is the founder and CEO of BetterBookClub where he helps companies, leaders, and individuals build a strong culture that attracts people and rewards those who seek personal growth in organizations.
In this episode, you'll learn:
- If it is worth doing, it is worth doing wrong
- Give yourself and your employees permission to fail
- How to find your culture
- If it is going to be successful, it has to be sustainable, scalable, and personable.
- If you don’t grow the team, you can’t grow the business.
- Upstream communication is as important as downstream communication.
- If you don’t celebrate your milestones, neither will anybody else.
- The best culture programs aren’t led by leadership – they're led by champions
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
www.BetterBookClub.com
https://www.worthdoingwrong.com/
Grab a copy of Arnie Malham’s book, Worth Doing Wrong: The Quest to Build a Culture that Rocks: https://www.amazon.com/gp/product/B01M9J900Z
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
The DiJulius Group’s Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan's books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, by a remarkable coincidence, SLAP. Stan recently wrote an incredible white paper called Tough Times: Tougher Teams.
What you will learn:
- Who cares why things suck? What’s important is what you do about it
- It is the job of leadership to bring good answers to bad circumstances. “Whining” is not a strategy. “Victim” is not a job description. “Everyone else is in trouble, too” is not a crutch for management.
- What ‘culture’ really means
- The three critical cultures you need to be examining right now as a leader
- A leader’s emotional commitment is what solves problems that are unsolvable, creates energy when all of the energy has been expended, and ignites emotional commitment in others, including your employee culture.
- When a culture is allowed to blame external circumstances for internal performance, aggressive and innovative responses depart, and a culture marked by victimization, apathy, and detachment takes its place.
- You don’t want your culture to take work home; you want it to bring your company home.
- In times of crisis, customers will often have shifted from buying what they want to only buying what they need. Is your experience, what you sell, something they need?
- Be human first and a manager second.
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Slap’s website https://slapcompany.com/
Download Stan Slap’s white paper Tough Times: Tougher Teams - https://slapcompany.com/t4/#start
Contact Stan stan@slapcompany.com
https://www.linkedin.com/in/stanslap/
Books by Stan Slap https://slapcompany.com/the-books/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
The DiJulius Group’s Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray talk about the legacy of Tony Hsieh, the man who built Zappos into a customer experience powerhouse. Hsieh pioneered so many revolutionizing customer experiences used in all industries today.
What you will learn:
- How Tony Hsieh, CEO of Zappos, took an unthinkable business model and turned it into a billion-dollar business.
- How Zappos produced higher sales by focusing less on marketing and advertising and more on customer service and customer experience.
- How Zappos offers their employees a quitting bonus to filter out the people who are not truly bought into their culture.
- How Zappos had to offer free shipping and free returns just to get people to give them a try.
- How Zappos doesn’t track conventional call center metrics, like average call time, instead, they measure if their reps made a personal emotional connection during the call.
- Hear what happened when we called Zappos and asked their call center rep what the weather was in a different part of the country.
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
Delivering Happiness by Tony Hsieh
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer and best-selling author John DiJulius speaks with Ryan Magnon, Senior Principal Operations Lead at Chick-fil-A Corporate. From quality officer in the Air Force to Vice President of Quality for the luxury hotel brand Capella Hotels & Resorts to Senior Member of the American Society for Quality, Ryan knows service excellence in and out. Talk about an Ivy League education in hospitality, Magnon has worked for two of the biggest hospitality giants, Horst Schulze, co-founder of The Ritz-Carlton, and Truett Cathy, founder of Chick-fil-A. Today, Ryan shares so many incredible insights on what he has learned from both as well as Chick-fil-A’s recipe for business excellence.
What you will learn:
- Ryan’s journey from working for two hospitality icons, Horst Schulze and Truett Cathy.
- How Chick-fil-A inspires their leaders and employees to put the customer first
- The real reason why Chick-fil-A can get amazing results from young frontline employees
- How the moment you become a leader, you lose the right to make excuses
- It is not about what Chick-fil-A wants from their people, rather what they want for their people
- How Chick-fil-A pivoted in the pandemic
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
We are Chick-fil-A video: https://www.youtube.com/watch?v=z5G-u8nT7Zw
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer and best-selling author John DiJulius shares What it takes to be a Revolutionary.
In order to be a Revolutionary, you need to:
- Never say or accept “I gave my best”
- Understand the Reality Distortion Field
- Ask yourself ‘What belief system needs to be changed in your world’?
- Understand the mindset of a Revolutionary
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
http://cxcoaching.com/
claudia@thedijuliusgroup.com
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer and best-selling author John DiJulius shares how to be the brand EMPLOYEES can’t live without.
In order to be the brand EMPLOYEES can’t live without, you need to focus on these areas:
- Make your interview process ungameable.
- Become the business great employees seek out.
- Make your brand tattoo worthy.
- World-class starts at headquarters.
- Be an energy giver, not an energy taker.
- Know what the best gift you can give your employees is on a regular basis.
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
http://cxcoaching.com/
To find out more about consulting, executive, online training, and other resources we can offer you, email claudia@thedijuliusgroup.com or schedule a call with Claudia by going to tdg.click/claudia
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer and best-selling author John DiJulius shares How to be the Brand Customers Can’t Live Without.
In order to be the brand customers can’t live without, you need to:
- Focus on Micro-Moments
- Avoid Empathy Fatigue
- Address the Relationship Deficit
- Train your employees on how to make an emotional connection in every interaction
- Utilize Relationship Hacks
- Justify a Relationship Tax
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
http://cxcoaching.com/
If you’re interested in having John for a keynote or workshop live or virtually, email claudia@thedijuliusgroup.com for more information.
Your Hidden Superpower: The Kindness That Makes You Unbeatable at Work and Connects You with Anyone by Adrienne Bankert https://www.amazon.com/Your-Hidden-Superpower-Kindness-Unbeatable/dp/1400218144
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to our producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer and best-selling author John DiJulius shares what your organization needs to do to Reimagine your business model to help make 2021 your best year ever!
You will learn:
- Understand the irreversible impact of COVID-19
- What are the best ways to Reimagine your business model?
- How COVID is not changing the future, it is accelerating it.
- The COVID business mortality rate will be significant for the companies that don’t make the adjustment.
- What the #1 cause of anxiety is
- How to help your employees focus on the right mindset during this pandemic
- The #1 attitude hack
- The 3 certainties in life
- The 4 key performance indicators directly tied to the level of customer experience
- Meet your customers where they are going
- What vuja de is
Resources mentioned:
www.thedijuliusgroup.com
https://thedijuliusgroup.com/project/cx-executive-academy-online/
If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers who presented during week 5 of The Customer Service Revolution Conference, featuring Ken Blanchard, Adrienne Bankert, J.R. Heckman, Dave Murray, and John DiJulius.
You will learn:
- How it all starts with having a vision of what could be
- How to create a reality distortion field
- What it takes to be a revolutionary
- The two primary elements an effective leader must focus on
- The four areas leaders must engage in
- What is servant leadership?
- How to make it stick
- Co-creation is critical.
- The benefits of beta testing
- The power of kindness
- Reimagine what kindness really means
- Be the kind bulldog!
- How to use your resources for the benefit of others
- Your kind self is your best self.
- Be the change you want to see, when the world needs something new, let it come from you.
Resources mentioned:
https://customerservicerevolution.com/
http://cxcoaching.com/
https://thedijuliusgroup.com/project/cx-executive-academy/
https://thedijuliusgroup.com/project/cx-executive-academy-online/
www.thedijuliusgroup.com
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 4 of The Customer Service Revolution Conference, featuring David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius.
You will learn:
- Why should you make your interview process un-gameable?
- Stop trying to find great employees and focus on becoming the business great employees seek out.
- What is the most critical skill any leader needs to master and execute to help others obtain their highest potential?
- Why a lack of trust is your biggest expense.
- The opportunity to build trust the fastest is in crisis and recovery.
- What’s the #1 reason employees want from an organization?
- The 5 top reasons for turnover.
- How The Employee Experience Model (TEEM) can ensure employee engagement?
- How valuable are departmental huddles?
- What’s the difference between chosen and unchosen suffering?
- What is the difference between character and reputation?
- If you want to have a real impact, you have to have a terrifying degree of clarity.
- It doesn’t matter who you are today. It only matters who you want to become and the price you want to pay to get there.
- Failure is the most information-rich data stream you will ever encounter.
- Passion is the energy that needs to fail over and over again without losing your enthusiasm.
Resources mentioned:
https://customerservicerevolution.com/
http://cxcoaching.com/
https://thedijuliusgroup.com/project/cx-executive-academy/
https://thedijuliusgroup.com/project/cx-executive-academy-online/
www.thedijuliusgroup.com
026: Recapping Week 3 of The Customer Service Revolution Conference
https://thedijuliusgroup.com/csr026
025: Recapping Week2 of The Customer Service Revolution Conference
https://thedijuliusgroup.com/csr025
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 3 of The Customer Service Revolution Conference, featuring Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius.
You will learn:
- How to address the relationship deficit
- How to avoid empathy fatigue
- Find the conversation gifts
- You can’t persuade, entertain, or educate without feeling a connection
- Boring Loses Business - Be Unforgettable
- Virtual is different
- 3 Secrets to running more engaging online meetings
-
- Virtual dulls connections –
-
- Master the tools to make it personal again
- Focus on your friends behind the lens
- Backgrounds can be distracting, poor lighting, your audio,
- Flow matters – Avoid not keeping your audience engaged
-
- Change the pace element every 3-4 minutes (ex. tell a story, ask a question, teach)
- The most important part of a meeting is the thought process of a listener’s mind
- Use effective pace elements:
-
- Well-told stories
- Elicit emotion
- 63% of listeners remember stories vs 5% remember statistics
- Open with a relatable character, then go into the solution and finish with the outcome
- Short meaningful clips
- Ask your attendees to participate, answer, type in, and raise their hands Call your attendees out by name and use polls and breakout rooms
- Your customer is whoever benefits or suffers from the work you do
- Customer Experience Cycle (CEC) = Consistency
- Invisible Service Providers are your back-of-the-house employees who do not come in contact with external customers. They are critical to the overall customer experience.
- We are all one idea away from changing the trajectory of our lives & business
- The 3 C’s of customer service:
-
- Compliment
- Congratulate
- Console
- Build deep meaningful authentic relationships
- Your customers start rooting for you, they want to give you referrals
- Evening routines – 5- 10 minutes mapping out the next day
- Take an inventory of business, friends, associates, who cares, and who’s showing love
- This is the time to be remembered as a great human
- Why are chips bad for the dog, but okay for our children to eat?
- 80% of Americans have at least 1 chronic illness 50% have 2+
- It comes down to our lifestyle. The big 4 of our lifestyle choices:
-
- Food you eat
- Exercise you do
- How you manage your stress
- How much sleep you get
- Presenteeism = physically at work but unable to perform your duties. It also applies to our family, spouse, and life
- The Customer Experience Executive Academy Class of 2021 and the CX Coaching brand
Resources mentioned:
https://customerservicerevolution.com/
http://cxcoaching.com/
https://thedijuliusgroup.com/project/cx-executive-academy/
https://thedijuliusgroup.com/project/cx-executive-academy-online/
www.thedijuliusgroup.com
025: Recapping Week2 of The Customer Service Revolution Conference
https://thedijuliusgroup.com/csr025
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 2 of The Customer Service Revolution Conference, featuring Seth Godin, Mikki Williams, Chris Larkins, Dave Murray, and John DiJulius.
You will learn:
- A recession is a horrible thing to waste. It’s like a business enema.
- More is caught than is taught.
- We need to show what victory looks like to our employees.
- If you invest money wisely in customer service, it pays for itself.
- Every dollar spent delighting someone in a way that causes them to talk about your brand, earns you more than a dollar.
- Not only is customer service free, but it is also a profit center. When a company has a profit center, they invest in it. How do we then spend more time and money to make more profit?
- Turning someone who isn't a customer into a customer is really expensive.
- When you dramatically over-achieve against the expectation and the promise, their best way to repay you is to tell their friends.
- Triple your customer service budget (not 10%) and it will pay for itself.
- Firing an unprofitable group of customers (with kindness and care) allows you to focus on your most profitable customers. Focus on customers with high lifetime value.
- Your relentless pursuit of success can cause you to not appreciate what is in front of you
- You don’t have to come close to dying to learn how much closer to home your bucket list is.
- The pandemic was not part of anyone’s SWOT analysis
- Ask yourself 3 provocative questions – to prepare for 2021
-
- If I was starting my business today, what would I start doing & stop doing?
- What would I do if I were competing against my own company?
- Would my business survive without me?
- It’s up to you to increase your employees’ service aptitude. If you don’t, you’re relying on the former employers of your team members for the customer service they receive.
- A customer service vision statement is your action statement. It’s what every employee needs to intentionally achieve with every customer interaction.
- Facts tell, stories sell. The story is what gets you to care about those numbers.
- Stories move people to action.
- As leaders, we are in the emotional transportation business. You want them to open their wallets out by opening their hearts.
Resources mentioned:
www.thedijuliusgroup.com
Dave Murray’s webinar How to Create your Company’s Actionable True North on November 2nd. This session will be a behind the scenes look at the creation of one of the most powerful tools a company can have. A service vision guides an organization on everything from decision making to customer interactions. https://tdg.click/nov2
https://customerservicerevolution.com/
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 1 of The Customer Service Revolution Conference, featuring Guy Kawasaki, Jess Pischel, John DiJulius, Corey McCarthy, and Bronkar Lee.
This is our 12th year of putting on this event and virtually our first. This year's theme is Reimagine... Revolutionize. We had over 1,400 leaders registered, which is double any live attendance we've ever had! Plus, we were able to get a lineup that quite honestly we never could get if we were doing it live.
You will learn:
- Why the theme Reimagine…Revolutionize is critical right now in terms of making it through the pandemic
- How you need to beware of doomscrolling and doomsurfing
- How the opposite of Reimagine is denial & how denial can be tragic to a business (ex. how Blockbuster’s stubbornness caused their demise)
- What Vuja De is and how important it is to reinventing your business now
- Why you want to be the Joey Chestnut of your area of expertise
- How customers don’t know what they truly want
- The concept of “Don’t worry, be crappy”
- Changing your mind as a sign of intelligence
- The pros and cons of working from home
- How to address the lack of collaboration and multi-tasking
- How to avoid becoming Zoom zombies
- How we need to find a way to recreate the Keurig conversations
- How to create a virtual community
- How the live conference model does not translate to the virtual conference model
- Virtual event hacks – designed to keep people engaged
- How one very talented person can play 53 instruments
- Even if you are musically challenged you can still “Improvise with the jazz of life”
- How you can reframe any challenge as an opportunity
Resources mentioned:
www.thedijuliusgroup.com
https://customerservicerevolution.com/
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
In this episode, John DiJulius talks with Tom Ryan, NCAA Championship head coach of the Ohio State University wrestling team.
As an All-American college wrestler, Tom embraced his fair share of “chosen suffering.” It wasn’t until the sudden death of their five-year-old son, Teague, that Tom and his wife encountered “unchosen suffering” in a way they never wished. In this fire, they found their faith and a process to push through the pain.
Tom’s new book, Chosen Suffering: Becoming Elite In Life And Leadership, is evidence of his passion to transform ordinary lives into elite champions – whether in sports, business, or life in general.
Here are just a few takeaways:
- About Tom’s new book, Chosen Suffering: Becoming Elite In Life And Leadership
- The Collision of Two Sufferings: chosen and unchosen suffering
- The 3 Success Pillars
- The connection between love and chosen suffering
- How people can work their way out of being in a slump and change direction
- What he means by ‘positive infinite crashes any pity party’
- How Tom has overcome his personal unchosen suffering
- How to prepare for an unchosen suffering
- What Tom will be presenting at the 2020 Customer Service Revolution
Resources mentioned:
www.thedijuliusgroup.com
Tom’s new book: Chosen Suffering: Becoming Elite In Life And Leadership: https://www.amazon.com/Chosen-Suffering-Becoming-Elite-Leadership/dp/1640859187/ref=sr_1_1?crid=2FRGNGNBM88M6&dchild=1&keywords=chosen+suffering+tom+ryan&qid=1599836834&sprefix=chosen+suffering%2Caps%2C144&sr=8-1
Tom’s website https://www.chosensuffering.com/
2020 Customer Service Revolution https://customerservicerevolution.com/
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
In today’s episode, customer experience expert John DiJulius talks with health & wellness expert Dr. Paul Bizjak.
Dr. Paul Bizjak is a serial self-experimenter, working to test success & wellness theories in an effort to help others live their best life possible. His more than 22 years in his private chiropractic practice, caring for thousands of patients and providing almost half a million patient visits, has kept his finger on the pulse of what people want, the mistakes they make, and what it takes to be truly well.
Dr. Paul has worked and researched extensively to deconstruct the healthiest, happiest, and most successful people on the planet, finding the answers in a blend of ancestral wisdom with modern technology. Dr. Paul is the creator of the popular Friday’s Findings, a weekly email newsletter that shares three things he comes across each week in his own effort to “figure it all out.”
Here are just a few takeaways:
- Dr. Paul’s journey into becoming obsessed about self-experimenting
- What is a serial self-experimenter?
- Dr. Paul’s definition of health
- How do we remain positive and focused regardless of what is going on in our world today?
- Dr. Paul’s thoughts on COVID-19 and how it differs from what we are hearing on television
- Strategies to reduce the risk of COVID-19
- Single best bio-hack
- How he overcame personal struggles and bad decision making when he was young
- How he overcame the tragic loss of his wife to cancer
- What Dr. Paul will be presenting on at 2020 Virtual The Customer Service Revolution
Resources mentioned:
www.thedijuliusgroup.com
https://www.drbizjak.com/
Paul’s 2020 Customer Service Revolution Presentation https://customerservicerevolution.com/speakers/
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Darren LaCroix went from being a struggling stand-up comedian to winning the title of The World Champion of Public Speaking in less than nine years. He may have been born without a funny bone in his body, but he possessed the desire to learn and the willingness to fail. This self-proclaimed student of comedy is living proof that anything can be learned!
Today, Darren will share how he made this amazing transformation as well as how you can transform your day-to-day communication in your business.
Darren is currently the only speaker in the world who is a CSP (Certified Speaking Professional), an AS (Accredited Speaker), and a World Champion of Public Speaking. He is also the co-host of Unforgettable Presentations podcast.
Here are just a few takeaways:
- Why boring loses business
- What drove Darren to keep getting on stage
- How he became the World Champion of Public Speaking
- Be a sponge and be open to learning!
- How to craft a great story your customers can relate to
- Earning a million dollars, not for the money, but for the person it makes you
- Why you shouldn’t tell your stories in the past tense
- How to change the pace elements to keep your audience engaged in a keynote
Resources mentioned:
www.thedijuliusgroup.com
www.customerservicerevolution.com
https://darrenlacroix.com/
https://www.unforgettablepresentationspodcast.com/
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
John DiJulius interviews Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert. Adrienne is a national correspondent for ABC News often seen on Good Morning America and World News Tonight. She has covered some of the most historic headlines of the past decade and the biggest stories in sports and entertainment.
Adrienne was the first national correspondent to go live from the 2016 Dallas police shooting, reporting in Thailand on the rescue of a youth soccer team, and the 2019 murder of rapper Nipsey Hussle. From the Oscars, Women’s World Cup Finals in France, and from both coasts, she has interviewed major names including Kobe Bryant, Brad Pitt, Harrison Ford, Dwayne Johnson, Lady Gaga, Viola Davis, Will Smith, and Scarlett Johansson.
Her new book, “Your Hidden Superpower: The Kindness that Makes You Unbeatable at Work and Connects You with Anyone” is about resilience, facing competition, and dealing with negativity.
Here are just a few takeaways:
- How Adrienne defines kindness
- How to not react with a clap back
- Techniques for always having more compassion and empathy for people
- How to cope with the challenging times we are living in today and remain positive
- How important it is to have every conversation count
- How to be situationally aware
- How you can systemize kindness
- How to provide easy-to-do, big impact kindness moments
- How to deal with negativity
- What Adrienne will be talking about at the 2020 Virtual Customer Service Revolution
Resources mentioned:
www.thedijuliusgroup.com
Presentation topic for The 2020 Virtual Customer Service Revolution
https://adriennebankert.com/
Website: www.yourhiddensuperpower.com
Your Hidden Superpower: The Kindness that Makes You Unbeatable at Work and Connects You with Anyone: https://www.amazon.com/Your-Hidden-Superpower-Kindness-Unbeatable/dp/1400218144
Instagram: https://www.instagram.com/abontv/?hl=en
Twitter: https://twitter.com/UnbeatableKind
Facebook: https://www.facebook.com/AdrienneBankert/
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
What does it take to be an exceptional leader?
In today’s episode, Dave Murray talks with leadership expert Dr. Ken Blanchard as they discuss some key insights into servant leadership.
The Ken Blanchard Companies has conducted amazing research since 1979. They have created so many amazing programs focused on developing great leaders, which is built on their philosophy that everyone should have a great boss.
With over 40 years of leadership experience, Ken has authored and co-authored over 60 books. The bestselling book The One Minute Manager that came out in 1982 now ranks as one of the most successful management books ever published. In 2005, Ken was inducted into the Amazon Hall of Fame as one of the top 25 best-selling authors of all time.
Here are just a few takeaways:
- Why managers should prioritize the opportunity to make a difference in people's lives
-
The importance of listening more than speaking
-
How the number one customer of any manager is…their team members.
- The best “doers” in your organization rarely make the best managers – a thought that is counter-intuitive in many organizations today.
- What new leaders lack that they don’t learn in graduate school
- How do you bring out the best in the people around you?
- Common pitfalls when promoting leaders to grow their teams
- Profit is the applause you get for creating a motivating environment for your people.
- Leadership values you need in a time of crisis
Resources mentioned:
www.thedijuliusgroup.com
Ken is speaking at the 2020 Customer Service Revolution - https://customerservicerevolution.com/speakers/
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
There are many leaders today who aren’t solving the issues in their organization – and that’s because they fail to recognize the deeper, underlying issue that sits right at the core of those – trust.
Trust affects everything. And the only way to get faster results is increased trust.
In today’s episode, Dave Murray, senior consultant of The DiJulius Group interviews David Horsager, CEO of the Trust Edge Leadership Institute, inventor of the Enterprise Trust Index, and the director of one of the nation’s foremost trust studies, The Trust Outlook.
David is a global trust leader who works with organizations to build trust, outperform, and outlast.
His work has been featured in prominent publications such as Fast Company, Forbes, and The Wall Street Journal. David has advised leaders and delivered life-changing presentations on six continents, with audiences ranging everywhere from FedEx, Toyota, and global governments – to the New York Yankees and the Department of Homeland Security.
David is the best-selling author of two books: The Trust Edge: How Top Leaders Gain Faster Results, Deeper Relationships, and a Stronger Bottom Line and The Daily Edge: Simple Strategies to Increase Efficiency and Make an Impact Every Day. His latest book is called Trusted Leader: 8 Pillars That Drive Results
Join us for a fascinating conversation today!
Here are just a few takeaways:
- What is the global trust crisis?
- How institutional trust has dramatically declined in the U.S. in the last 50 years.
- Why trust is at the core of today’s issues.
- How a lack of trust can be your company’s largest expense.
- The importance of trust and how that leads to engagement.
- How do we deal with communication issues?
- Trust and leadership in the midst of the COVID-19 pandemic.
- How the trust level is measured in organizations.
- Some pillars you need to build to drive results and become a trusted leader.
- How does being a slave to your habits affect leadership?
- Why the consistency pillar is very important as a trusted leader.
- What is the trust edge?
- What is the daily edge?
Resources mentioned:
www.thedijuliusgroup.com
https://davidhorsager.com/
The Trust Edge: https://www.amazon.com/Trust-Edge-Leaders-Relationships-Stronger/dp/1476711372
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
In this episode, world-class customer service authority and president of The DiJulius Group, John DiJulius, shares some great insights into customer experience gleaning from his remarkable years of experience and expertise.
John didn’t get his success offered on a silver platter. When his dad deserted his mom and siblings, they went from being upper-middle-class to welfare overnight. He was labeled with Attention Deficit Disorder (ADD) and Learning Disability (LD) at a young age. He graduated from high school last and flunked out of college.
How did he turn all this around?
Simple. John had a mom who believed in him even when a lot of people didn't. And this set a leadership example for him to become the great leader that he is today.
Here are just a few takeaways:
- How the Customer Service Revolution Conference got started.
- What prevents companies from delivering exceptional customer service?
- The compound effect of executive leadership.
- How customer service is not a short-term play.
- How & who helped John overcome his childhood struggles.
- Why John hates the phrase "I gave it my best".
- How to build employee loyalty and rally them around a vision
- What the most important thing we can all collect
- Who inspires John
- What is the best advice John has ever heard
- Why The DiJulius Group only focuses on customer service and no other areas
- What is the future of customer experience?
Resources mentioned:
www.thedijuliusgroup.com
The Compound Effect by Darren Hardy
https://www.amazon.com/Compound-Effect-Darren-Hardy/dp/159315724X
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
This week, customer experience expert John DiJulius interviews the legendary Seth Godin, entrepreneur, author, speaker, leader, and visionary.
Seth Godin is the author of 20 books that have been bestsellers around the world and have been translated into more than 35 languages. In 2018, Seth was inducted into the Marketing Hall of Fame.
In addition to his writing and speaking, Seth has founded several companies, including Yoyodyne and Squidoo. He’s also the founder of the altMBA and The Akimbo Workshops that have transformed the work of thousands of people. His blog is one of the most popular in the world and his podcast belongs to the top 1% of all podcasts worldwide.
In this episode, you will learn:
- How Seth got started in his career
- Success and failures of Seth’s career
- In-depth preview of Seth’s newest book The Practice: Shipping Creative Work that is launching November 2020
- How skill and talent are not the same
- Passion is a choice
- You can be a leader without having anyone underneath you
- Why feeling like an impostor is a good thing and what a writer’s block really means
- What Seth wants his legacy to be
- How to deal with the pandemic
- What Seth will be presenting on at the 2020 Virtual Customer Service Revolution.
Resources mentioned:
www.thedijuliusgroup.com
Seth’s new book - The Practice: Shipping Creative Work: https://www.amazon.com/Practice-Shipping-Creative-Work-ebook/dp/B088QLT891/ref=sr_1_1?dchild=1&keywords=the+practice+seth+godin&qid=1596117207&sr=8-1
Seth’s website: https://www.sethgodin.com/
Seth’s blog: https://seths.blog/
Know more about the Customer Service Revolution Conference 2020: www.CustomerServiceRevolution.com
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
In this episode, The DiJulius Group’s Chief Revolution Officer John DiJulius talks with Chief Evangelist Guy Kawasaki, the man who popularized the term “evangelism.”
Guy Kawasaki started his career working directly with Steve Jobs as Apple’s Chief Evangelist. He is a brand ambassador for Mercedes Benz, an executive fellow of the Haas School of Business at UC Berkeley, and an adjunct professor at the University of New South Wales.
Today, Guy is the Chief Evangelist of Canva, a graphic design platform that makes 4,000,000 graphics per day for people and has over 30 million monthly active users.
Guy works with some of the top brands in the world. He is a speaker and the author of fifteen books, some of which have been both New York Times and Wall Street Journal bestsellers. Guy is also the creator of Guy Kawasaki’s Remarkable People podcast.
In this interview with Guy Kawasaki, you will learn:
- How Guy was one of John’s highlights and lowlights in his speaking career
- How he got started in his remarkable career
- What being an evangelist means
- How is evangelism different from sales
- Which of Guy’s 15 books he recommends and why
- Specific steps your business can take at this time of the pandemic
- Why cash is king right now and how focusing on the essentials gives you clarity
- About the Remarkable People podcast
- What Guy wants his legacy to be
- What Guy will be presenting on at the 2020 Virtual Customer Service Revolution
- The goal of a speech and how you can get better at it
Resources mentioned:
www.thedijuliusgroup.com
Guy speaking at the 2020 Customer Service Revolution - https://customerservicerevolution.com/speakers/
Guy Kawasaki’s Remarkable People podcast - https://podcasts.apple.com/us/podcast/guy-kawasakis-remarkable-people/id1483081827
Guy’s website - https://guykawasaki.com/
Follow Guy Kawasaki on Social Media:
Twitter - https://twitter.com/GuyKawasaki
Facebook - https://www.facebook.com/guy/
LinkedIn - https://www.linkedin.com/in/guykawasaki/
Instagram - https://www.instagram.com/guykawasaki
Book Recommendations:
Art of the Start 2.0: The Time-Tested, Battle-Hardened Guide for Anyone Starting Anything - https://www.amazon.com/Art-Start-2-0-Time-Tested-Battle-Hardened/dp/0241187265/ref=sr_1_1?dchild=1&keywords=guy+kawasaki&qid=1595775813&sr=8-1
Wise Guy: Lessons from a Life - https://www.amazon.com/Wise-Guy-Lessons-Life-Kawasaki/dp/0525538615/ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=1595775844&sr=8-2
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Culture reflects leadership – and sometimes, you need to do things wrong in order to finally get them right.
In today’s episode, learn how to be the leader that you need to be so you can create a culture you can truly be proud of.
Chief Revolution Officer John DiJulius of the DiJulius Group chats with Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes uncomfortable message on leadership to thousands of entrepreneurs.
Arnie is an expert practitioner, and now speaker and consultant in creating world-class customer service cultures. Arnie is the founder and CEO of BetterBookClub where he helps companies, leaders, and individuals build a strong culture that attracts people and rewards those who seek personal growth in organizations.
Here are just a few takeaways:
- How does culture reflect leadership?
- Why you need to get it wrong in order to get it right
- Complete mindset shift from getting the right people to solve your problem to creating a culture that attracts the right people to solve your problem
- In building a world-class organization, which is more important? Hiring or culture & training?
- The leader as the bottleneck of an organization
- How do entrepreneurs transition from small business to big business?
- The biggest mistake a business owner can make
- 3 things that will allow you to compete with any business
- Creating your policy manual as guidelines for success, not some rules for failure
- How do you create a culture of transparency and flexibility in your organization?
- Placing important symbols of culture in your workplace
Resources mentioned:
www.thedijuliusgroup.com
www.BetterBookClub.com
Grab a copy of Arnie Malham’s book, Worth Doing Wrong: The Quest to Build a Culture that Rocks
https://www.amazon.com/gp/product/B01M9J900Z
Dare to Lead by Brené Brown
https://www.amazon.com/Dare-Lead-Brave-Conversations-Hearts/dp/0399592520
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
People want to be part of something larger than themselves. They want to be part of something they're proud of, that they'll fight for, and that they trust. This is what Starbucks has built – no wonder they have raving employees and raving customers that can’t go a day without them.
Today is part two of the conversation about Howard Schultz – all the things that he has done and what Starbucks has created not only in their industry but for service across all industries.
Chief Revolution Officer John DiJulius and senior consultant Dave Murray from The DiJulius Group also share some powerful tools they’ve added to the Starbucks toolbox so they remain to be the brand that we all know and love today.
Here are just a few takeaways:
- What is a customer service vision statement?
- The four pillars of a customer service vision
- Starbucks’ service vision statement and its four pillars
- How does the process called “a day in the life” help organizations?
- What’s on the inside of every Starbucks apron?
- The concept behind “zero risk” and why it’s so powerful
- The currency for millennials and why they’re the best workforce you could ever have
- How you can apply the Never and Always tool to your own company
- Howard Schultz’s powerful quote about human connection
- Why not every decision is an economic decision but a decision through the lens of your people
- What makes Howard Schultz a great leader.
- How Starbucks hasn’t stopped innovating. They have created a new concept that is the Willy Wonka of coffee.
Resources mentioned:
Howard Schultz commencement speech at Arizona State University: https://www.youtube.com/watch?v=NVekVtJ4104&t=6s
www.thedijuliusgroup.com
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
In today’s episode, Chief Revolution Officer John DiJulius and senior consultant Dave Murray from The DiJulius Group feature the man who revolutionized, not only the coffee industry but the entire retail and hospitality industry – Howard Schultz.
Howard’s actions as a leader and what he had done to build Starbucks has created so much useful content in the consulting world. Today, Starbucks has become the gold standard in what they deliver to their team members and their customers, which other organizations now try to emulate.
Starbucks doesn't win a lot of taste tests. People don't necessarily love their coffee more than anywhere else. But they would pay $5 for something you can get for $3.50 or less elsewhere and that’s arguably just as good.
So what makes the Starbucks experience so compelling that millions of people would go against every logic?
Here are just a few takeaways:
- What Howard Schultz has done to build the Starbucks brand.
- How Starbucks managed to make price irrelevant.
- How Starbucks became so successful being the third place between home and work.
- How Schultz went against the grain of traditional quick-service experience.
- How to create an emotional relationship with your team, your vendors, and your customers.
- The 5 E’s of genuine hospitality.
- How rapid growth can ruin a company.
- Howard Schultz early days
- How Schultz didn't ask customers what they wanted, he gave them something they couldn't live without What Starbucks stands for
- How Schultz demonstrates Executive Sponsorship to ensuring Starbucks was obsessed with customer experience
- How to remove personal interpretation with customer platitudes and make it crystal clear, black & white so all employees can execute customer service the same way.
- What genuine hospitality really looks like.
- FORD = Family, Occupation, Recreation, Dreams.
Resources mentioned:
The Commoditization of the Starbucks Experience Memo: https://global.oup.com/us/companion.websites/fdscontent/uscompanion/us/static/companion.websites/9780199379996/pdf/ch7/Starbucks_Memo.pdf
www.thedijuliusgroup.com
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Giving back to the community is not just about writing a check. Social service should be way more than that.
You have to get involved and find out what people with different backgrounds are like. And it starts with having those conversations.
In this episode of The Customer Service Revolution, John DiJulius interviews coach DJ Santiago, the Founder of Aspiring Athletes, about the need for companies and individuals to step up and address social inequality.
It isn't easy for Latin Americans to overcome the adversities that accompany the inner-city at-risk youth population. While many of his friends ended up in prison or dead, DJ found a way to beat insurmountable odds to become a professional athlete, successful business owner, and author.
Both John and DJ are board members of Believe in Dreams, a nonprofit organization that seeks to fulfill the dreams of disadvantaged children who have suffered traumatic hardships.
This is an inspiring story that we hope you enjoy!
Here are just a few takeaways:
- What impact does social responsibility have on your company and the community?
- What is it like to grow up in the inner city?
- Why do you need to acknowledge that racism exists both publicly and privately?
- What does the concept of diversity and inclusion really mean?
- How can you learn about different cultures and backgrounds of people?
- How does DJ make sure he doesn’t forget where he comes from?
- What kinds of questions should we use in those conversations?
- How is the coronavirus situation similar to racism?
- How is having a dialogue different than having a discussion?
- Can we cure this problem of racism?
Resources mentioned:
The DiJulius Group
www.aspiringathletes.org
www.believeindreams.org
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Dave Murray talks with Mike Rayburn – a guitar virtuoso, a wonderful comedian, and an awesome motivational speaker. Combine these three amazing talents and what you get is a keynote artist.
Mike is a Hall of Fame speaker. He has given two TEDx Talks and has headlined at Carnegie Hall as a musician. Instead of using PowerPoint in his keynote presentations, he uses guitar and comedy to make things more impactful, fun, and engaging.
Today, Mike talks about creating that space for your vision to flourish by adopting the concept of “what if” mentality and striving to become a virtuoso in whatever field you choose.
In this episode, you will hear:
- Why you need to pay attention to hecklers
- The “what if” mindset and how to apply it during challenging times
- How to become a virtuoso
- What significance over success means
- Tips for staying fit
Resources mentioned:
The DiJulius Group: https://thedijuliusgroup.com/
Watch Mike Rayburn’s TEDx Talks:
- I Know I Can't, But What if I Could?: https://www.youtube.com/watch?v=TcUaMo1DxkY
- Become a Virtuoso: https://www.youtube.com/watch?v=4dY-09TeZRk
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
In this episode, Dave Murray talks with Dan Gingiss, speaker, consultant, and the author of Winning at Social Customer Care. He also co-hosts Experience This! Podcast.
Dan has a 20-year experience in Corporate America, mostly as a marketer, and eventually as a customer experience guy. He worked at large companies such as McDonald's, Discover, and Humana as well as some smaller startup companies. Dan has served different roles throughout his career.
Dan has been in the same chairs of the people he talks to, which is what he believes has made him a better speaker and consultant. Dan will also be on the main stage of the Customer Service Revolution Conference on October 7-8, 2020 in Cleveland, Ohio.
In this episode, you will hear:
- Finding that “one thing” when attending conferences
- How to address customer pain points
- How to get rid of the “gamers” without affecting the rest of your customers
- How remarkable customer experience can become your best marketing tool
- Why a final impression is just as critical as the first
- How you can win at social customer care
- Journey mapping best practices
- How to find employees who possess empathy
- Why you need to hire employees who have good writing skills
- How businesses can respond to the COVID-19 pandemic from a customer experience lens
Resources mentioned:
The DiJulius Group
Dan’s book, Winning at Social Customer Care
Experience This! Podcast: https://www.experiencethisshow.com/
Experience This! Podcast Episode 94: The COVID-19 Experience: https://www.experiencethisshow.com/episode-94-the-covid-19-experience/
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Today's guest is Craig Russell, a senior executive who has worked with top brands including Starbucks, Red Robin, Seattle's Best, and Restaurants Unlimited.
Craig is the embodiment of world-class customer service.
It isn’t something you strive to achieve in two or three years. Otherwise, it’s going to be a painful three-year journey.
Rather, it’s a decision you have to presently make – to do world-class things, to act world-class, and to be world-class.
In this episode, you will hear:
- Why there’s no ribbon-cutting ceremony to be world-class
- Behavioral change in soft skills vs. execution skills
- How to empower your frontline with zero risks
- The need to marry digital technology with human interaction
Resources mentioned:
Find out more about Craig Russell on Novus Coffee Imports or email him at craig@russell360.com for consulting and advising.
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
How much of your focus as a company is on employee experience?
When you build a world-class internal culture, what's experienced on the inside will be experienced on the outside.
Be world-class to your employees and they will give that to your customers.
Today’s guests are leaders and visionaries, Mike and Tina Hodges, who are a living testament to this. They started their financial services company, Advance Financial, back in 1996.
With headquarters in Nashville, Tennessee, they currently operate in more than 100 locations throughout Tennessee and with more than 1,000 employees. They also offer online services in multiple states across the country.
Advance Financial is in the Inc 500 list of the fastest-growing private companies in the country for the seventh year in a row. It's the 4th fastest-growing company in Nashville and it’s included in the Forbes 2018 list of Best Employers for New Graduates.
In this episode, you will hear:
- What a customer experience role in your company looks like
- How you can give world-class employee experience
- How employee and customer experience affects the company culture
- How to be better each year in terms of customer service
- Tips for hiring the right candidates
Resources mentioned:
Advance Financial
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
In this highly competitive world of business, price and quality can only bring you so far.
What will then set you apart?
Genuine customer care = highest customer satisfaction
But that can only be achieved under a strong banner of leadership.
Today's guest is Ritz-Carlton royalty, Jim McManemon.
A veteran in the hospitality industry, Jim has been working with The Ritz-Carlton Hotel Company for almost 30 years now. His remarkable leadership is indubitable that his managed properties have instantly become Five-Diamond! Currently, he is the Managing Director of the Ritz-Carlton Naples, Florida Resorts.
Jim’s people are willing to walk through fire for him because he has walked through fire for them.
Are you willing to do the same?
In this episode, you will hear:
- How to see through a candidate’s interview game face
- Tips for the selection process
- Empowering your team to correct mistakes and re-win guests over
- The power of rewarding and recognizing employees
- The secret to great leadership
Resources mentioned:
Ritz-Carlton Naples, Florida Resorts
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
What makes you stand out from the rest in your industry?
It can't just be the price. It can't just be the product.
Think fans first.
Think not just customer experience – but remarkable customer experience.
But what kind of experience would make you different?
How do you keep your customers wanting more?
Today, Jesse Cole, also known as The Yellow Tux Guy, shares about how to create a remarkable experience for your customers each time – so that you can become the ONLY in your industry!
Jesse Cole is the founder of Fans First Entertainment and owner of The Savannah Bananas, a college baseball team that has sold out every game for three straight seasons. They even have a waiting list for thousands of tickets!
In this episode, you will hear:
- Factors that can improve performance
- The most powerful marketing tool there is
- What makes you the ONLY
- How to create those “you wouldn’t believe” moments
- How to be someone’s favorite rather than being the best
Resources mentioned:
Find Your Yellow Tux: How to Be Successful by Standing Out
Have a blast watching these Savannah Banana videos!
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Are you and your organization really focused on leadership, or are you too focused on the byproducts of leadership?
In times of crisis where there’s too much uncertainty, where do you stand as a leader?
In this episode, Dave Murray from The DiJulius Group chats with Alden Mills, a nationally recognized rower turned Navy SEAL turned entrepreneur.
His first company was hugely successful, having been recognized by Inc magazine as an Inc 500 CEO in that group. He is also an author of Be Unstoppable: The 8 Essential Actions to Succeed, and Unstoppable Teams, which is about leadership and culture.
Today, Alden Mills shares with us the three-tiered approach to leadership, the biggest obstacle organizations are facing today in terms of leadership, why you need to focus on leading yourself first before leading your team, and what true leadership is really about.
In this episode, you will hear:
- The success of his book Be Unstoppable
- The three-tiered approach to leadership
- 3 Stepping stones that help you get to where you need to be as a leader
- How to tackle uncertainty as a leader
- The CARES model and the 4 C’s of care
Resources mentioned:
The DiJulius Group
Alden Mills’ books:
Be Unstoppable: The 8 Essential Actions to Succeed
Unstoppable Teams
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
In times of adversity and change, we discover who we are and what we're made of. As the saying goes, "Tough times don't build character. They reveal it."
How you lead right now says so much about you as a leader. You have to set the tone for your entire organization. You have to be that person to fight, overcome the odds, and be the one that people can look to and rely on.
You need to rise to the occasion and show confidence to your customers, your employees, your vendors, and your family – everyone! What you think about, you bring about. What you say, you start believing yourself. You've got to be there for others.
In today’s episode, I talk about how to lead in a crisis.
We need to appreciate the anxiety and stress all our employees, fellow leaders, vendors, customers, and neighbors are all having during these times. Morale is bound to be low and so we all need to do our best to reduce that fear and anxiety.
My favorite word? Encourage. It means to put courage in others that they feel they can do anything. And this is what I hope for you to learn from this episode.
In this episode, you will hear:
- The 4 primary areas of leading in crisis
- How to be a great leader today
- Building and owning the relationships by knowing your customers’ FORD
- How to put customer experience and employee experience on center stage
- Why recession is a horrible thing to waste
- The importance of consuming positive information
Resources mentioned:
The DiJulius Group
The Incredible Opportunities Out of the Coronavirus Crisis in Your Personal Life
YouTube: DiJulius Group
Book: The Relationship Economy: Building Stronger Customer Connections in the Digital Age
TEDx Talk: Meet as Strangers Leave as Friends
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Today, I want to talk about the incredible opportunities that can come from the COVID-19 crisis in our personal lives.
Constantly checking news headlines and social media during times like this can become an unhealthy addiction. This can add to your stress and fear that would only negatively impact your health.
Instead, look at the opportunities and the blessings many of us have.
Discover ideas and exercises you can do with your family at home to make the most out of this blessing we all have today – which is the gift of time.
Enjoy these opportunities because soon enough, we will be back to our crazy worlds…
And we will actually be missing this time that we had with our loved ones!
In this episode, you will hear:
- Ideas to connect with your family and loved ones
- The joy of helping other families affected by this crisis
- Personal development best practices
Family activities you can start doing today:
- Screw Small Talk: Make the Big Talk
- Personal Nevers and Always
- What If Today was the Last Day of Your Life?
Resources mentioned:
The DiJulius Group
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Welcome to the first episode of the Customer Service Revolution Podcast! This is more than a podcast though. It's a movement.
The Customer Service Revolution is a radical overthrow of conventional business mentality designed to transform what customers and employees experience. If you are a revolutionary customer service leader who's ready to stop competing on price and obsessed with building a brand that people cannot live without, this podcast is for you.
In this episode, I want to talk to you about what your quarantine narrative will be.
We are currently living in unprecedented times and how we reference our lives will never be the same again going forward. Our lives will be broken into two time frames BQ (before quarantine) and AQ (after quarantine).
Will this quarantine be wasted time? Or will it be your finest hour?
Which is going to be your narrative?
I challenge you to make this pause.
In this episode, you will hear:
- Two possible scenarios of your quarantine narrative
- My life at the beginning of the quarantine and how I transformed it into the kind of life I want
Resources mentioned:
The DiJulius Group
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Customer service, done right, can be your company’s single, biggest, competitive advantage.
Join Customer Service Authority and best-selling author, John DiJulius, as he interviews leaders who are revolutionizing their industries. Hear their successes, and sometimes failures, that built best practices for exceeding expectations and gaining market share. Plus learn how these practices can be applied to your B2B or B2C business.
Each episode provides CEOs, CXOs, COOs, CMOs, CHROs and other customer experience leaders with actionable tips to create a culture that produces referrals, loyalty and rave reviews from employees and customers.
It’s not a podcast. It’s a movement. The Customer Service Revolution is a radical overthrow of conventional business mentality designed to transform what customers and employees experience.
If you’re a revolutionary customer service leader ready to stop competing on price and obsessed with building a brand that people cannot live without, and, this podcast is for you!