In this espisoder, our listeners ask John anything!

Summary

Your chance to ask John anything!  In this episode of the Customer Service Revolution podcast, Denise Thompson asks John R. DiJulius III questions submitted by our listeners.  They discuss various aspects of improving customer service and employee engagement. They address the challenges of busy schedules, the importance of empathy, recognition, and training, and the role of middle management in driving customer experience. The conversation emphasizes the need for a human touch in customer interactions, even in an age of automation, and highlights the significance of creating a customer experience action statement as a guiding principle for organizations.

Takeaways:

• Start with a customer experience action statement as a guiding principle.
• Employees may not care as much as entrepreneurs, but they can be engaged.
• Earned growth is a better KPI than traditional metrics like NPS.
• Empathy fatigue is real; leaders must help employees manage it.
• Recognition and appreciation are crucial for employee motivation.
• Training should allow for personal expression while maintaining professionalism.
• Middle management plays a key role in driving customer experience initiatives.
• Human interaction is essential, even in an increasingly automated world.
• Hiring for empathy and people skills is critical for customer service roles.
• The first commandment of customer experience is igniting the revolution.

Chapters:

00:00Igniting the Customer Experience Revolution 11:58Balancing Budgets and Customer Experience Investment 15:06Re-energizing Employees Around the Mission 17:37The Role of Middle Management in Customer Experience 24:56Training for Consistency Without Scripts 27:31Future-Proofing Customer Experience 38:22Conclusion and Key Takeaways

Links:

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Books:  https://thedijuliusgroup.com/shop/

Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com

 

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Summary

In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the findings of a Wall Street Journal intelligence report on the impact of AI on customer experience. They explore the disconnect between AI's potential and its actual implementation in businesses, emphasizing the importance of emotional intelligence and human interaction in customer service. The conversation highlights cultural barriers to effective customer experience transformation and the need for a human-centric approach in the AI era. They also discuss how companies can innovate customer value by leveraging AI effectively.

Takeaways:

• 93% of leaders say their customer experience is broken.
• AI is still in its infancy and needs careful implementation.
• Companies are chasing AI for efficiency but missing emotional connection.
• Cultural dysfunction is a major barrier to customer experience transformation.
• AI can personalize customer interactions but should not replace human touch.
• 76% of executives feel behind on AI transformation.
• Emotional intelligence is crucial in customer experience.
• AI should supplement, not replace, human interaction.
• Companies winning with AI are inventing new categories of customer value.
• A human-centric approach is essential in the AI era.

Chapters:

00:00The State of Customer Experience and AI 03:43The Challenges of AI in Customer Experience 08:47Cultural Barriers in CX Transformation 14:03Emotional Intelligence in Customer Interactions 19:07The Human Element in AI Integration 24:21Innovating Customer Value with AI 29:13The Future of Customer Service and AI

Links:

The Experience Gap, AIs Imminent Impact on CX:  Code and Theory, Wall Street Journal Report

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Books:  https://thedijuliusgroup.com/shop/

Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com

 

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Summary:

In this episode, John R. DiJulius III and Denise Thompson discuss the importance of taking time for personal growth through sabbaticals, the evolving job market dynamics leading to a trend of loyalty among employees, the stark contrast in compensation between CEOs and average workers, and the philosophy surrounding wealth and generosity. They explore how societal expectations and corporate practices shape our understanding of success and responsibility.

Takeways:

• Taking a sabbatical can lead to personal and professional growth.
• The job market is shifting towards valuing employee loyalty over job hopping.
• CEO compensation has drastically outpaced worker wages, raising concerns about corporate greed.
• Generosity and giving back can lead to a more fulfilling life than hoarding wealth.
• The concept of stakeholder capitalism is gaining traction but lacks meaningful implementation.
• Economic trends show that staying in a job may now be more beneficial than switching for higher pay.
• The disparity in wealth distribution is a pressing issue that needs addressing.
• Corporate practices often prioritize shareholder wealth over employee welfare.
• Generosity should be a priority for those who have achieved financial success.
• The conversation around wealth and its responsibilities is evolving.

Chapters:

00:00The Importance of Sabbaticals 11:52The Shift from Job Switching to Job Loyalty 20:46Corporate Greed and Stakeholder Theory 22:00The Profitability Dilemma 23:25The Billionaire Question 26:26Stakeholder Capitalism: A Shift in Focus 27:44The Reality of Corporate Promises 28:47Generosity vs. Greed 31:20The Pursuit of Happiness and Wealth 33:35The Impact of Wealth on Society   This episode is sponsored by Fin.  Learn more at Fin.ai/csrevolution

Links:

Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent!

Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask

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

Books:  https://thedijuliusgroup.com/shop/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com

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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.

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:

1. 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 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:

1. Why we've been in a recession for over two years, yet no one has realized it.
2. Why customer satisfaction is at a 17-year low.
3. Where all the workers have gone.
4. How to turn the great resignation into the great retention.
5. 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.

Summary:

In this episode of the Customer Service Revolution, Denise Thompson and John DiJulius discuss the changing landscape of customer service, particularly focusing on Southwest Airlines. They explore how the airline, once a leader in customer satisfaction, is facing challenges due to management decisions prioritizing profits over customer experience. The conversation delves into the importance of employee engagement, the impact of negative cues in customer interactions, and the need for businesses to maintain a customer-centric approach to thrive in a competitive market.

Takeways:

• Southwest Airlines was once a leader in customer service.
• The airline's profitability has declined due to management decisions.
• Happy employees lead to happy customers.
• Negative cues can significantly impact customer experience.
• The language used in customer interactions matters.
• Management's paranoia can lead to overly strict policies.
• Companies built on customer experience tend to outperform others.
• The tone of voice in customer service is crucial.
• Southwest's shift from open seating to assigned seating reflects broader industry trends.
• Customer service strategies must evolve to maintain relevance.

Chapters:

00:00Introduction and Overview of Customer Service Revolution 02:00The Evolution of Southwest Airlines 04:18Profitability and Customer Experience 09:25Negative Cues in Customer Service 16:45Conclusion and Final Thoughts   This episode is sponsored by Fin.  Learn more at Fin.ai/csrevolution

Links:

Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent!

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

Books:  https://thedijuliusgroup.com/shop/

Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com

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 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:

1. How to double your sales with zero salespeople. 
2. What you should be measuring to be certain you're getting a good return on your marketing investment. 
3. The difference between marketing and promotions.
4. How to accurately measure your online marketing and promotions.
5. 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:

1. How to train yourself and your employees on how to build an instant rapport with anyone.
2. Why we are all genetically coded to be preoccupied with what is happening in our world. 
3. How to resist the temptation to talk about yourself.
4. The greatest gift we can give others.
5. The best technique you can use to focus on learning about other people's hot buttons.
6. 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:

1. Andy's backstory.
2. Why the recurring revenue model is so powerful.
3. Why Andy sold his first business.
4. How Petra came to be and what the name means.
5. Why Andy has stepped away from Petra and pivoted to Boundless.
6. What his book Boundless is all about.
7. Why it's so important to "live boundless."
8. 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:

1. Robin's incredible back story, including when she was homeless as a teenager.
2. How she got into the MSP niche and has dominated it ever since.
3. Her vision for Technology Marketing Toolkit when it first began.
4. How she built TMT into the #1 marketing firm in the IT industry.
5. The benefits of specializing and niching down.
6. Why every business should figure out how to get in the Monthly Reoccurring Revenue business.
7. Why Robin puts on so many events for her clients.
8. How she has created incredible value for her members (clients).
9. 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:

1. How an Ohio farm boy became the #1 greatest salesman in Cutco history.
2. How John became a referral expert.
3. How gifting can be your greatest referral tool.
4. What most companies get wrong with sending gifts.
5. Why vendor experience is just as important as customer experience.
6. The Gift·ology Recipe.
7. Why so many companies don't get referrals.
8. 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

1. Waitlist for small businesses who want to join our next cohort 
2. Newsletter signup where we talk about doing the best work of our lives, together
3. Or if people want to follow us on LinkedIn, where we post our newsletter as well
4. 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:

1. Joel's career background.
2. The evolution of contact centers over the past two decades.
3. What Five Star Call Centers does.
4. How AI can help your company be more efficient, especially during The Great Resignation era.
5. Why every company has to be successfully managing their Omni channels.
6. Why outsourcing isn't so dangerous nowadays.
7. What A.C.T. is and why every customer service employee should be delivering it.
8. 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:

1. All about Jess' background in performing stand-up in NYC and working as a diversity and inclusion expert.
2. Why she got into diversity and inclusion in organizations.
3. What it means to ride the two horses of humility and ego at once.
4. 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. 
5. How to do the best you can with what you have without getting sued, losing talent, or failing customers.
6. How to avoid your blind spots.
7. What "Good Enough Now" means.
8. 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:

1. How Marcus went through two years of rehab, over 350 hours of reconstructive facial surgery, and adaptation through a multitude of life changes. 
2. Why he decided to continue his education after the accident.
3. What Narrative Medicine is.
4. Why Marcus believes life doesn't happen to you, it happens for you.
5. What a compassion expert is.
6. What the two most compassionate words any human being can hear are.
7. What the greatest gift we can give to another person is.
8. 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:

1. Some background on Judson's childhood.
2. When he knew he wanted to be a professional speaker.
3. How he became the first YouTube Celebrity, receiving over 300 million views.
4. The philosophical concept of Schroeder's cat.
5. Why there is no such thing as "the status quo."
6. How Judson teaches audiences worldwide the difference between change and evolution while teaching them to embrace struggle, engage choice, and ultimately evolve.
7. How to not fall into the trap of complacency.
8. What Judson's upcoming book will be about.
9. 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.

Summary:

In this episode of the Experience Revolution podcast, host Dave Murray speaks with Katie Osborne, co-owner and vice president of marketing for Alpenhaus. They discuss the evolution of Alpenhaus, a family-run business that has expanded from a ski shop to a retailer of various outdoor fun products. Katie shares insights on the importance of customer experience, the tools and processes they have implemented to enhance service, and how they engage employees in this mission. The conversation also touches on the significance of recognition and awards, the impact of the Customer Experience Executive Academy (CXEA), and the continuous improvement mindset that drives Alpenhaus forward. Katie offers valuable advice for newcomers to the customer experience field, emphasizing the need to start small and focus on pain points.

Takeways:

• Alpenhaus has evolved from a ski shop to a diverse outdoor retailer.
• Customer experience is woven into the fabric of Alpenhaus.
• Tools and processes are essential for delivering great customer experiences.
• Engaging employees through videos and role-playing enhances service standards.
• Recognition of employees for service excellence is crucial.
• CXEA provided valuable insights and tools for success.
• Continuous improvement is necessary for maintaining high standards.
• Internal communication plays a key role in reinforcing customer experience.
• Anecdotes of exceptional customer service highlight the company's commitment.
• Starting with small, manageable changes can lead to significant improvements.

Chapters:

00:00Introduction to Alpin Haus and Its Journey 02:41The Importance of Customer Experience 05:22Tools and Processes for Success 08:13Engaging Employees in Customer Experience 11:23Recognition and Awards for Service Excellence 14:05The Impact of CXEA on Alpenhaus 16:54Continuous Improvement in Customer Experience 19:30The Role of Internal Communication 22:25Anecdotes of Customer Service Success 25:08Future Plans for Customer Experience 28:02Advice for Newcomers to Customer Experience  

Links

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

Books:  https://thedijuliusgroup.com/shop/

Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com

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.

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:

1. How the pandemic proved the importance of customer experience as a competitive advantage.
2. The difference between CS and CX.
3. How focusing on customer experience is what helped ImageFIRST grow like crazy – including a 98% customer retention percentage!
4. How a Customer Experience Cycle created six-plus years ago remains a competitive advantage and is a weekly focus to this day.
5. 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:

1. Where companies go wrong with promoting people
2. How we underestimate the middle level of management
3. What we learned from Google's "Project Oxygen" study
4. 10 must-haves for managers
5. Why one-on-one meetings are so effective
6. The importance of holding your leaders accountable
7. 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:

1. What "change enthusiasm" means. 
2. Cassandra's back story before founding her firm, Change Enthusiasm Global.
3. What inspired Cassandra into leading the work she does.
4. How leaders can embrace a growth mindset.
5. What emotional contagion means.
6. How to help those who resist change.
7. Why it's important to listen to your employees.
8. How Cassandra is seeing the impact of her work, notably these past couple of years throughout the pandemic.
9. 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:

1. How Jared went from being a former NFL professional football player to helping companies bridge the gap between human engagement and organizational development
2. Why employee engagement is so important
3. Jared's Core 4 to creating an engaging workforce
4. How leaders can better adjust to the hybrid workforce model 
5. How to engage employees during onboarding
6. The number one trait a great leader must have
7. 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:

1. What a Signature eXperience is 
2. That great CX organizations consistently deliver outstanding results with average employees
3. How to remove employee roulette
4. That you can significantly improve your CX with your existing group of employees
5. 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:

1. The mistake we make with critics and cynics.
2. Where to put your focus.
3. How to create momentum.
4. 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:

1. How an industry where nearly 80% of consumer's purchases were based on price was disrupted by experience.
2. How to figure out why customers are leaving.
3. Why you can't outsell poor customer retention.
4. How The Dijulius group helps companies increase customer retention.
5. 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:

1. The background and story of Edley's Restaurant Group
2. The purpose of their brand and what it means to them
3. Results Edley's has achieved by focusing on CX
4. What it takes to differentiate yourself from the competition
5. How to be brilliant at the basics & provide consistent service
6. 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:

1. The companies that don't invest in CX have leaders who don't understand the financial impact it can have
2. Sales is a lagging indicator of the level of CX your company is providing
3. 75% "don't accept advertisements as truth"
4. 90% "believe brand recommendations from friends"
5. 5% increase in customer retention can increase a company's profit by 75%
6. 80% of your company's future revenue will come from just 20% of your existing customers
7. 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:

1. Customer anxiety is at an all-time high
2. How to be aware of empathy fatigue
3. To make employees aware that customers may overreact
4. How to train employees to defuse
5. How to train employees to avoid customer rage
6. 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.

Summary:

In this episode of the Experience Revolution podcast, host Dave Murray speaks with Kevin Shipley, Associate Vice President of Community Engagement at Gulf Coast Blood. They discuss the evolution of donor experience at Gulf Coast Blood, emphasizing the importance of empathy, leadership support, and innovative training methods. Kevin shares insights on how the organization has successfully increased donor retention and engagement through strategic initiatives, including the use of Net Promoter Score (NPS) for both donor feedback and employee recognition. The conversation highlights the significant impact of a strong donor experience on saving lives and sustaining organizational growth.

"Great donor experience helps save lives."

Chapters:

00:00Introduction to the Experience Revolution 01:58Growth in Donor Experience at Gulf Coast Blood 06:32Impact of Empathy on Donor Retention 09:25Challenges in Donor Retention and Engagement 12:14Leadership Changes and Sustaining Initiatives 14:08Integrating Customer Experience into Training 17:07Celebrating Donor Milestones 18:51Measuring Success with NPS 22:26Using NPS for Employee Recognition 33:09Conclusion and Future Outlook

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

 

Summary   In this episode of the Customer Service Revolution podcast, Denise Thompson interviews Dave Murray, VP of consulting for the DiJulius Group. They discuss the critical connection between employee experience and customer experience, the challenges of accidental management, and the importance of a strong recruiting and onboarding process. Dave shares insights from his book, 'The Employee Experience Revolution,' emphasizing the need for organizations to focus on internal culture to drive external success. The conversation also touches on the evolving expectations of employees, particularly regarding work-life balance, and previews upcoming workshops aimed at improving recruitment and onboarding practices.   Takeaways

• Employee experience directly impacts customer experience.
• 82% of managers are accidental managers, lacking training.
• Transforming internal culture can lead to better customer service.
• Companies must focus on consistent management practices.
• Recruiting processes should reflect company culture and values.
• Onboarding is a critical opportunity for engagement.
• Work-life balance is increasingly important for employees.
• Organizations need to proactively manage their culture.
• Effective training for managers is essential for retention.
• Creating a memorable experience starts from the first contact.

Sound Bites

• "82% of managers are accidental managers."
• "Two minutes to 12 seconds is a big difference."
• "We want to be selective in our hiring."

Chapters 00:00Introduction to Customer Experience and Employee Engagement 01:58The Need for Employee Experience Revolution 05:01Transforming Customer Experience through Employee Engagement 09:36Attracting and Retaining Top Talent 13:58The Importance of a Positive Recruiting Experience 17:39Creating Growth Opportunities for Employees 22:26The Importance of Structured Training 24:17Creating a Memorable Recruiting Experience 27:06Attracting Candidates: Company Culture and Reputation 31:04Work-Life Balance and Generational Expectations 34:18Enhancing the Onboarding Process 37:35Applying Recruitment Strategies to Educational Institutions  

Links

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

Books:  https://thedijuliusgroup.com/shop/

Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com

Subscribe

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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