Customer Service Revolution – Détails, épisodes et analyse

The DiJulius Group

Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees

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.

176: Selling as an Experience

Épisode 176

jeudi 24 octobre 2024 • Durée 49:03

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 DiJulius Group

Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees

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.

167: Building and Developing Great Leaders

Épisode 167

mercredi 7 août 2024 • Durée 43:41

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

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.

076: The Ultimate Patient Experience

Épisode 76

mercredi 9 mars 2022 • Durée 48:49

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:

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

CXO 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

075: The Challenger Sale: Taking Control of the Customer Conversation

Épisode 75

mercredi 2 mars 2022 • Durée 52:11

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/

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

074: Training Your Leaders How to Lead

Épisode 74

mercredi 23 février 2022 • Durée 27:36

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:

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

073: Keys to Delivering a Consistent, Great Customer Experience

Épisode 73

mercredi 16 février 2022 • Durée 24:46

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:

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

072: Winning on Purpose – The Unbeatable Strategy of Loving Customers

Épisode 72

mercredi 9 février 2022 • Durée 45:05

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:

Connect with Fred on LinkedIn

Fred’s new book - Winning on Purpose – The Unbeatable Strategy of Loving Customers

The DiJulius Group

CXO 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

071: Build the Culture Employees will Love

Épisode 71

mercredi 2 février 2022 • Durée 25:18

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:

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

070: An Entrepreneur’s Relentless Drive to Build a World-Class Financial Service Firm

Épisode 70

mercredi 26 janvier 2022 • Durée 58:39

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:

https://thedijuliusgroup.com/the-customer-service-revolution-podcast/

www.bkifg.com