Podcast Customer Service Revolution | Customer Experience & Employee Experience Insights by John Dijulius Episodes

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	Title	Pub. Date	Duration
	177: Becoming, and Excelling as, a CXO	30 Oct 2024	00:59:54
In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to a world-class level of client experience, but she has also championed World-Class Customer eXperience Trained (WCCXT) certification for an elite group of 280 companies and created the first-ever CX peer and accountability group that is complemented by continuing education sessions with The DiJulius Group. Learn: How Debi prepared to become a CXO How she gets executive buy-in around CX How she gets department buy-in around CX What Debi has accomplished as the CXO How Debi & TMT built a CX certification program for their clients to go through What advice Debi would give to an emerging CXO Links: www.wccxtcertified.com The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
	176: Selling as an Experience	24 Oct 2024	00:49:03
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 Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
	167: Building and Developing Great Leaders	07 Aug 2024	00:43:41
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 www.thedijuliusgroup.com Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
	076: The Ultimate Patient Experience	09 Mar 2022	00:48:49
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: 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
	075: The Challenger Sale: Taking Control of the Customer Conversation	02 Mar 2022	00:52:11
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/ 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
	074: Training Your Leaders How to Lead	23 Feb 2022	00:27:36
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: 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
	073: Keys to Delivering a Consistent, Great Customer Experience	16 Feb 2022	00:24:46
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: 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
	072: Winning on Purpose – The Unbeatable Strategy of Loving Customers	09 Feb 2022	00:45:05
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: 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
	071: Build the Culture Employees will Love	02 Feb 2022	00:25:18
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: 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
	070: An Entrepreneur’s Relentless Drive to Build a World-Class Financial Service Firm	26 Jan 2022	00:58:39
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: 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
	069: Solving the WFH (Work From Home) Quandary	19 Jan 2022	00:13:32
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
	068: Stop Calling It a Labor Shortage, It Is a Turnover Crisis	12 Jan 2022	00:13:13
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
	067: Lead Well	15 Dec 2021	00:51:07
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Ken Falke about his newest book Lead Well: 10 Steps to Successful and Sustainable Leadership. As a former member of the U.S. Navy, a serial entrepreneur, and the current chairman and founder of Boulder Crest Foundation, Ken has learned the key disciplines that make a great leader. Learn the Lead Well 10: #1: Lead Yourself First #2: Set and Clearly Communicate Your Vision #3: Set and Achieve Goals that Align with Your Vision #4: Listen Well #5: Lead with Kindness #6: Hire Quality People #7: Create a Culture of Loyalty and Satisfaction #8: Hold Yourself and Others Accountable #9: Lead with Courage #10: Give Back Resources mentioned: The Customer Service Revolution Podcast Lead Well: 10 Steps to Successful and Sustainable Leadership Customer Experience Executive Academy Customer Experience Executive Online Academy If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	166: Tearing Down Silos by Building Collaboration Across Departments	31 Jul 2024	00:45:25
On this episode of The Customer Service Revolution, uncover the secrets to building a thriving internal culture with John DiJulius and Dave Murray. Learn how breaking down organizational silos can transform your workplace into a cohesive, efficient powerhouse. Using real-world examples from Intermountain Healthcare, we'll show you how effective leadership and a strong internal culture can lead to happier employees and more satisfied customers, driving long-term profitability. Gain actionable strategies for fostering teamwork and communication across departments, making your organization a model of collaboration. We also explore the complexities of internal communication, especially in today's remote and decentralized work environments. Hear how miscommunication and unrealistic expectations can strain teams, and learn how subtle language changes can enhance collaboration. Through compelling examples from John Robert’s Spa, we discuss the importance of empathy and awareness in preventing misunderstandings. We also share best practices for digital communication—covering everything from email etiquette to the effective use of Slack and Teams. Plus, hear a personal story that underscores the impact of understanding your role on your internal customers. Join us for a masterclass in transforming your internal culture and communication! Here are just a few takeaways: Strategies to break down organizational silos and foster collaboration across departments Addressing the challenges of remote work environments The importance of understanding coworkers' workloads Best practices for maintaining professionalism and clarity in emails and other digital communication tools like Slack and Teams The role of empathy in preventing misunderstandings and enhancing internal communication How strong leadership can cultivate a cohesive and efficient workplace, leading to happier employees and satisfied customers Case studies from Intermountain Healthcare and John Robert’s Spa illustrating the impact of internal culture on service delivery Actionable strategies for fostering teamwork, communication, and understanding internal roles to improve overall organizational effectiveness Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
	066: Is it Time for a CXO (Chief Experience Officer)?	08 Dec 2021	00:51:44
Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, presents a webinar to help you determine if it is time for a CXO (Chief Experience Officer). You will learn: When it is time to hire/promote a CXO Where CXOs come from How to prepare and train a CXO How to hire/promote the right CXO What a CXO should be responsible for Resources mentioned: The Customer Service Revolution Podcast Customer Experience Executive Academy Customer Experience Executive Online Academy Landing page to watch Jess’ webinar and receive a copy of her slide deck If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	065: The Best Thing You Can Collect	01 Dec 2021	00:08:20
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the most important thing anyone can collect and how it will appreciate faster than anything else. Life is all about relationships and the rest is just details. You will learn: Why you need to be extremely choosy when collecting relationships How our accomplishments are the result of hundreds of contributions throughout our lives Who the leading cast members and supporting characters in our lives are Why there’s no such thing as a self-made man Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	064: How to Live an Extraordinary Life… So Countless Others Do as Well	10 Nov 2021	00:13:50
Chief Revolution Officer John DiJulius of the DiJulius Group discusses why undeveloped potential cheats those around us and those we touch, influence, and impact. It also deprives us of joy, satisfaction, and opportunities. Living life to our fullest potential is not an opportunity; it is a responsibility. We have an obligation to be the best version of ourselves that we can possibly be every day. This isn’t just about us and how our life will benefit. It’s also for all the people depending on us: our spouse, children, friends, employees, coworkers, customers, and community. You will learn: How each of us can impact thousands of people's lives through providing genuine care for others Why you can't just deliver world-class service at work but in all areas of your life How to create your own personal purpose statement, a vision of what you want to accomplish in your lifetime Why our greatest fear should be that we will not realize our fullest potential before we die A great exercise you can do when asking yourself if you are reaching your fullest potential in all areas of your life Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	063: 5 Steps to Creating an Organization Obsessed with Going Above and Beyond	03 Nov 2021	00:08:50
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees. You will learn: One of John’s favorite stories of going above and beyond How an above and beyond mentality requires a cultural shift in the way you and your employees think How creating an above and beyond culture in your company will motivate your employees to be on mission to constantly exceed your customers' expectations The 5 steps in creating an above and beyond company culture Why we need to document above and beyond stories and why they need to be stored in one central place Why you should create an award for the “Above and Beyond Story of the Year” that’s voted on by all employees How sharing the top 10 all-time above and beyond stories with your new employees can be powerful Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	062: The Customer Experience Olympics	27 Oct 2021	00:07:55
Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched the presentation online doesn’t mean they retained everything that was taught. There must be a certification component. It is important to test each employee to make sure they learned and retained the information that was taught or launched. There are many ways you can do this. One of John’s favorites is gamifying it: making it a competition between teams, departments, or locations. This makes it a fun and incredible team-building activity. Best of all, your employees retain the information. You will learn: Examples of customer experience strategies that you can launch and test on, including the Nevers and Always, the non-negotiable standards, and the company's core values. The Customer Experience Training Olympics is a way to gamify your certification process. Teams and departments go head to head to see who scores the most or finishes with getting the most correct answers. The more hype leading up to the competition, the more exciting it will be. It also gets employees to prepare and study more because they do not want to be the one who lets their team, department, or location down. With over 100 locations throughout Tennessee, Advanced Financial is one of the best customer certification programs. Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast CX Olympics Advance Financial’s Wheel of Fortune, Jeopardy, Word Search, Crossword Puzzle, and Memory Match Episode 059: 6 Steps In Launching A Successful Customer Service Initiative That Lasts If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	061: Why Your Doctor, Lawyer, & Accountant Suck at Service	20 Oct 2021	00:07:25
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the top 4 reasons why the majority of businesses from the medical, financial, and legal industries are so archaic in the client experience they deliver. You will learn: Why doctors, lawyers, and accountants don’t have time to focus on strong business practices, building a strong corporate culture, or creating a world-class client or patient experience How technical brilliance has become a commodity Why there’s a need for non-technical senior leaders to help run these industries Why these industries need to train not only in technical skills but also in non-technical and soft skills to increase their service aptitude Resources mentioned: The Customer Service Revolution Podcast Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	060: How to Attract a Bunch of Tesla-Driving, Peloton-Riding, Starbucks-Drinking, Apple-Using, Lululemon-Wearing Customers	13 Oct 2021	00:08:06
Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers are looking for superior products and services wrapped in a compelling experience that makes them feel better about themselves. Those brands are a status symbol of a lifestyle. They offer customers emotional affirmation and an affordable luxury that says, “if I buy this, I will be hipper, more attractive, more intelligent, and more popular.” You will learn: Many times when a customer complains about the price it isn't because they were not willing to pay for it; it is because the experience didn't warrant it. Why discounting your prices is just a race to the bottom. Why it's a major mistake to allow cheap imitators to appear as your competition by reducing your prices. How to deliver an experience epiphany for your clients. Resources mentioned: The Customer Service Revolution Podcast Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	059: 6 Steps in Launching a Successful Customer Service Initiative that Lasts	06 Oct 2021	00:12:30
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts. Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and die. This leaves the management team frustrated and cynical and the employees skeptical about what the next program of the year, the flavor of the month, or management by the best seller will be. The following list is how The DiJulius Group ensures our consulting clients are seeing tangible results twelve months, three years, even five years later. You will learn: The steering committee in charge of creating the initiative must have both leadership and representation from every department and the customer-facing employees The disconnect between the group that gives birth to the project and the rest of the organization Why it’s important to have a launch that gets everyone involved and what your story tool should look like Test each employee to make sure they learned and retained the information that was taught during the launch Implementation is a rollout calendar of phases The calendar needs to be tied with training and support materials The ones hitting the goal need to be celebrated loudly while the ones who are underperforming need to be coached There is no ribbon-cutting ceremony for a world-class customer service organization Keep branding and advertising your customer service culture back to all your employees Resources mentioned: The Customer Service Revolution Podcast Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	058: Creating a Tattoo Worthy Brand	29 Sep 2021	00:46:36
Chief Revolution Officer John DiJulius of the DiJulius Group talks with the legend of corporate culture, Chuck Runyon. Chuck is the CEO and co-founder of Self Esteem Brands, LLC, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U. Chuck has created one of the most amazing internal work cultures for his employees and franchisees. More than 5,000 employees and customers (members) have Anytime Fitness tattoos! You will learn: The purpose and vision of Self Esteem Brands Why employee culture should be your obsession What the 4 P’s are and how they drive everything SEB does How they navigated the pandemic which crushed the fitness industry How a World Class experience starts at Headquarters How SEB is dealing with the great resignation era and the gig economy Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Chuck’s book: Love Work: Inspire a high-performing work culture at the center of people, purpose, profits, and play https://smile.amazon.com/Love-Work-Chuck-Runyon-ebook/dp/B074MV6KC3/ref=sr_1_1?dchild=1&keywords=chuck+runyon&qid=1631279377&sr=8-1 Self Esteem Brands: https://www.sebrands.com/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	057: I’ll Be Back – How to Get Customers to Come Back Again and Again	22 Sep 2021	00:47:35
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again. You will learn: How to design and create an experience that gets customers to return again and again. The difference between repeat customers and loyal customers. The one trackable trend that leaders must monitor every morning. Why most "loyalty programs" fail to create customer loyalty. How delivering an amazing customer service experience is within reach of every employee of your organization. How to personalize the customer experience. Loyalty killers that can terminate your relationship with your customers Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ I’ll Be Back: How to Get Customers to Come Back Again and Again Connect with Shep Hyken If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	165: The Closer	24 Jul 2024	00:34:35
Have you ever wondered what it takes to transform your e-commerce platform into a customer satisfaction powerhouse? On this episode of The Customer Service Revolution, we explore a compelling case study that reveals how one client drastically improved their customer service landscape and employee morale by addressing critical service defects. Uncover the secrets behind reducing non-revenue inquiries and boosting overall service efficiency, setting the stage for a revolution in customer and employee experiences. John welcomes Bob King, the brilliant mind behind “The Joy of Closing.” From his roots in filmmaking to becoming a sales expert, Bob shares his fascinating journey and the pivotal lessons learned along the way. Discover how building trust with customers and crafting clear, effective presentations can turn any salesperson into a closer. Bob provides insights into the nuances of sales, emphasizing the distinction between simply presenting a product and genuinely addressing customer resistance to secure a sale. Finally, we dive into the art of successful sales pitches and the importance of genuine human interactions. Learn the strategies for creating urgency without pressure, handling price objections effectively, and identifying essential skills in potential sales candidates. The episode wraps up with a discussion on embracing challenges and thriving under pressure. Hear personal stories illustrating how resilience and a positive mindset can guide companies through tough times, ensuring that every challenge becomes an opportunity for growth and excellence. Join us for an episode teeming with actionable insights and inspiring stories to help you elevate your customer service and sales skills to new heights. Here are just a few takeaways: Transforming customer service operations by addressing website defects Insights on reducing non-revenue inquiries to boost customer satisfaction Bob King's path from filmmaking to sales expertise The importance of storytelling and trust in closing sales Making the distinction between salespeople and closers and the value they bring Effective strategies for handling price objections and creating urgency Some personal stories on thriving under pressure and leading with resilience Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.joyofclosing.com bob@joyofclosing.com www.tiktok.com/@joyfulcloser www.thedijuliusgroup.com Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
	056: How to Capitalize on Revenge Spending	15 Sep 2021	00:09:27
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best way to capitalize on revenge spending. The last 18 months have built up a lot of demand and consumer savings are near record highs. However, customers are now pickier than ever about which companies they do business with. Learn how you can position your business to handle what could be an economic boom for some. You will learn: Revenge spending is a key reason to expect economic growth in the foreseeable future Why customers are now pickier than ever about which companies they do business with Why brands that consistently deliver superior customer experience and a high level of employee engagement will reap the rewards 75% of customers don't accept advertisements as truth yet 90% of customers believe brand recommendations from friends New customer acquisition is extremely expensive compared to retaining current customers The most successful companies in the world are not characterized by the best products in the world but by how they redefine our expectations Why building a true, sustainable relationship is the biggest competitive advantage in the world The most memorable customer experiences are the ones where an emotional connection was made and both the customer and employee felt something Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	055: The Weather Report Challenge	08 Sep 2021	00:11:50
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service. You will learn: If your employees are not providing the same level of customer experience every single time, then you’re going to get an employee roulette. Call your company and ask whoever answers the phone if they can tell you what the weather is. How Zappos and John Robert’s Spa employees responded to the weather report challenge. Why a lack of customer service aptitude is not the fault of your employees but of the culture or lack of customer service training. Your employees’ reform is based on the service aptitude of every single employee. Having such a strong customer service culture that no request is outside of your employees’ job descriptions Resources mentioned: www.thedijuliusgroup.com Zappos call: https://www.youtube.com/watch?v=qnAQYeUUj_E John Robert’s Spa call: https://www.youtube.com/watch?v=LxCo6aPUd_U The Customer Service Revolution Podcast: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH: https://customerservicerevolution.com/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	054: “The Experience Maker” with Dan Gingiss	01 Sep 2021	00:38:56
Senior Customer Experience Consultant for The DiJulius Group Dave Murray talks with international keynote speaker and customer experience coach Dan Gingiss about some great insights from his upcoming book, The Experience Maker, as well as about how to create an experience that people want to share. You will learn: How to be WISE in your customer experience and WISER than the competition What it looks like to be witty and clever in your customer experience Why extraordinary means focusing on being just a little bit better than ordinary Why being shareable requires subtlety How we can get our teams to focus on being extraordinary Why customers feeling like you’re there for them is the real difference-maker Resources mentioned: Book: The Experience Maker www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	053: The Science of Service and Loyalty with Jack Mackey	25 Aug 2021	00:40:30
In this week’s episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, sits down with Jack Mackey who's listed in the Who's Who of Customer Experience and is a founding member of the Customer Experience Professionals Association. Understand how to create remarkable new experiences by solving not selling and make it easy for your customers to buy from you by engaging human-to-human and teaching through stories. In today’s episode, you will learn: What is the actual science behind service as defined by the Harvard Business Review and how can organizations use this knowledge? What the difference between Customer Service and Customer Experience is and why it’s important The links between sales, service, and building loyalty and how all three of these can be working together for you The 3 very important questions every business needs to be asking itself Why the traditional loyalty programs we know of as consumers don’t actually build loyalty Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	052: Talking "Ultimate Guest Experience" with Author Scott McKain	18 Aug 2021	00:56:28
Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience. You will learn: The difference between the customers we attract versus the customers we pursue The true importance of setting expectations What the primary differentiator for your business is What reverse mentors are and why they’re important What can happen in sales when great things happen in service Why companies don’t focus on experience Resources mentioned: Scott’s books: https://www.amazon.com/Scott-McKain/e/B001IU0N1W/ref=dp_byline_cont_pop_book_1 www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	051: Measuring Your Customer’s Experience	11 Aug 2021	00:44:33
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer’s experience. You will learn: Why measuring your customer’s experience is critical to improving the customer service your organization delivers. What the best types of measurement tools to get the highest response rate and most accurate information are. Which KPIs (Key Performance Indicators) are the ones you should be tracking. How to create a ROX (Return on Xperience) dashboard to hold everyone in your organization accountable. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	050: World Class Leadership	28 Jul 2021	00:48:21
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, or “Murray,” Senior Customer Experience Consultant for The DiJulius Group, about the Commandment X of The DiJulius Group’s Methodology, World-Class Leadership. You will learn: How to create a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the service vision of the organization. Walking the talk. Every world-class customer service organization is world-class to work for. It takes world-class leadership to provide passion, inspiration, and discipline to all employees. Resources mentioned: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH: https://customerservicerevolution.com/ www.thedijuliusgroup.com If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	049: The Customer Experience Cycle	21 Jul 2021	01:08:04
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy about the power of establishing consistency throughout every customer touchpoint and creating systems and processes that remove variation and provide a consistent customer experience. You will learn: How to transform even your mundane interactions into memorable experiences How to identify the inconsistencies in your business and others How to create your non-negotiable service standards to become the brand your customers can’t live without Resources mentioned: Customer Experience Cycle: Business to Business (B2B) Consulting Example Customer Experience Cycle: Draft Template Customer Experience Cycle: Business to Consumer (B2C) Automotive Example www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH https://customerservicerevolution.com/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	048: A World-Class Patient Experience	07 Jul 2021	01:04:30
Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring. Vance is one of the most amazing human beings you will ever meet. You will learn: Why the medical industry is so far behind in delivering a world-class patient experience How Vance Thompson Vision attracts and hires only employees with high service DNA How they train their employees to deliver an exceptional patient experience The amazing patient experience that separates Vance Thompson Vision from any other business The amazing employee experience that separates Vance Thompson Vision from any other business What Vance’s personal mission is in life Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ https://vancethompsonvision.com/ Article: It’s No Wonder Why Your Doctor, Lawyer & Accountant Suck at Service Books: The Experience Economy by Jim Gilmore https://www.amazon.com/Experience-Economy-Updated-Joseph-Pine/dp/1422161978 Secret Service by John DiJulius https://www.amazon.com/Secret-Service-Systems-Unforgettable-Customer/dp/0814471714 Raving Fans by Ken Blanchard https://www.amazon.com/Raving-Fans-Revolutionary-Approach-Customer/dp/0006530699 If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	047: The Relationship Economy (Part 2)	23 Jun 2021	00:58:52
On this week’s podcast, Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy continues the second part of interviewing John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in The Digital Age. This is part 2 of 2 episodes. You will learn: How to dominate the relationship economy The 5 Keys to training your employees in the art of relationship building Conversation Never & Always Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Relationship Economy Book: https://thedijuliusgroup.com/product/the-relationship-economy/ Link to John’s TED Talk Meet as Strangers Leave as Friends: https://www.youtube.com/watch?v=QfWgKZzsuMc FORD template: https://thedijuliusgroup.com/how-to-create-an-emotional-connection-in-a-digital-world-the-most-remarkable-customer-service-story-i-have-ever-heard/ Alpin Haus Customer Service Training on building relationships: https://www.youtube.com/watch?v=T18LCaCDvwQ The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	164: Creating an Employee Experience That Retains Them	17 Jul 2024	00:50:14
What if creating an exceptional employee experience could transform your company and drastically reduce turnover? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray uncover the key strategies that make a workplace irresistible. From nurturing a culture of gratitude and training the whole person to helping employees discover their “ikigai,” or purpose, we discuss how these efforts can boost job satisfaction and create a committed workforce. We dive deep into the impact of employee engagement on organizational success. Highlighting the dangers of treating employees simply as hourly workers, we examine the ripple effect of a disengaged staff on customer satisfaction. With practical advice on recognizing achievements, creating fun work environments, and providing unique benefits, we share how to keep your team motivated and invested in their roles. John and Dave’s conversation explores the role of fear in stifling growth and innovation within organizations. Featuring insights from leaders like Charlie Kim of Next Jump and data from Bain & Company, we emphasize the importance of regular one-on-one meetings and empathetic leadership. Learn how adopting a “no layoff” policy and understanding employees' personal aspirations can significantly boost engagement and mental wellness, ultimately leading to a thriving work environment. Here are just a few takeaways: Strategies from “The Employee Experience Revolution” to enhance retention and engagement The importance of nurturing a culture of gratitude and continuous investment in employees Practical approaches for recognizing achievements and creating fun work environments The role of empathy and compassion in leadership to address fear and promote growth How regular one-on-one meetings can support personal and professional development The benefits of unique perks like maid services and career path opportunities How employee engagement impacts customer loyalty and organizational profitability Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
	046: The Relationship Economy (Part 1)	16 Jun 2021	00:32:09
On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. You will learn: Today's illiterate are those who have an inability to make a meaningful connection with others. Technology is not the enemy; using it to eliminate the human experience is How we are all living in the touch screen age Why we have generations that are relationship disadvantaged How all generations have fewer people skills than the previous What the Relationship Economy is Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Relationship Economy Book: https://thedijuliusgroup.com/product/the-relationship-economy/ Link to The Professional Relationship Report Card: https://thedijuliusgroup.com/how-healthy-are-your-professional-relationships/ Link to PWC report on Experience is Everything: https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	045: World Class Internal Culture	09 Jun 2021	01:06:03
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only leadership to employees but employees to employees and department to department as well. You will learn: Interdepartmental teamwork: compassion & empathy Clarify handoffs between departments Understand how your work impacts others Understand your internal customer Improve communication Day in the life of colleagues Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	044: Zero Risk: Anticipating Your Service Defects and Having Protocols in Place to Make It Right	02 Jun 2021	01:03:35
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Murray talk about how to build a Zero Risk Organization. You will learn: What it means for an organization to be Zero Risk How easy are you to do business with? How to determine the most common places your company drops the ball How to create systems and processes to prevent those from happening How to build in-service recovery processes for your employees to handle when they do happen How you can turn a customer who had something bad happen to them into a customer for life. How being Zero Risk dramatically increases employee morale Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	043: A Customer Experience Action Statement	26 May 2021	01:12:00
In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Dave talk about how the best customer service companies in the world all have a customer experience action statement (formally known as the customer service vision statement). It is a clear call to action of what each and every employee should intentionally achieve every time they interact with a Customer. You will learn: Why we changed the name from a customer service vision statement to a customer experience action statement How a customer experience action statement is different from a company’s vision, purpose, and core values The impact it has on a company’s customer service culture What the three pillars of a customer experience action statement are How to create a customer experience action statement and pillars How this helps you create a credo card that serves as your employees’ customer experience handbook Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	042: Customer Bill of Rights: You Want Customer Loyalty? Be Brilliant at The Basics	19 May 2021	00:46:25
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver because they are brilliant at the basics. They also discuss how you can create a simple customer bill of rights that includes the things everyone in your organization should always do or never do when representing your brand. You will learn: What is the Customer Bill of Rights? How the best customer service companies are brilliant at the basics. Guidelines in creating the Never & Always list. The best Never & Always are going to be the ones you create with your team in a workshop-style format. Examples of Never & Always that you can apply to your organization. Never point, always show them. Never say no, always focus on what you can do. Never say, “I don’t know,” always say, “Let me find out.” Never accept fine or okay, always have excellence as the standard. The two words that are going to boost your business by 12% and increase your perceived value. Examples of Never & Always that are virtual or email-specific. What's common sense to us may not be common sense to our new customer-facing employees. You need to explain to your employees the context around your Never & Always list. The Customer Bill of Rights is the low-hanging fruit that every organization has the opportunity to implement and create. Ways to be creative in developing your own list. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Related article: https://thedijuliusgroup.com/you-want-customer-loyalty-be-brilliant-at-the-basics/ The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	041: How do Apple, Starbucks, and Southwest Outperform the Rest of Their Industries Regardless of the Economy? Here's How!	12 May 2021	00:12:05
Chief Revolution Officer John DiJulius of the DiJulius Group answers this question: Why do companies like Apple, American Express, Tesla, Chick-fil-A, Starbucks, Amazon, Southwest, and Zappos always outperform the rest of their industry regardless of the economy? It is the service, stupid! Today, discover how one company increased revenue to over $2 million a month by improving customer experience. What you will learn: How a small number of companies have now redefined what customers expect from brands. Most products and services today are of similar quality. The differentiator of products and their functionalities no longer plays a role in the customer’s purchase decision. In a time of uncertainty, there are only 3 certainties in life: Death, Taxes, and Customer Experience. Most CEOs fast-talk a commitment to customer experience but slow-walk execution. Research has shown that in past recessions, companies that invest in and deliver superior customer experience during a downturn emerge, producing shareholder returns three times larger than average. A study analyzes the stock market performance of the top-rated companies in customer experience versus the bottom-rated during the period of the last U.S. recession from 2007 to 2009. The worst CX companies had a negative 57% ROI; many of them didn’t survive. The stock market struggled at a negative 16%. The best CX companies posted a positive 6%. In order to know what victory looks like, you must have an ROX (Return on eXperience) dashboard. The ROX dashboard should have 3-4 Key Performance Indicators directly tied to the level of customer experience delivered from every customer-facing employee and department. How a mortgage company increased revenue to over 2 million dollars a month by improving their customer experience. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Research: https://www.mckinsey.com/business-functions/marketing-and-sales/solutions/periscope/our-insights/surveys/~/media/D182880656F64FCE87D38093867CBEE6.ashx https://watermarkconsult.net/blog/2019/01/14/customer-experience-roi-study/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	040: Starting Your Customer Service Revolution Journey	05 May 2021	00:40:29
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have. You will learn: What the actual definition of Customer Service Revolution is What making price irrelevant means Which is more important to building a world-class customer service organization: hiring or training? How service aptitude is the most important ingredient to what separates world-class customer service organizations from every other business The 3 things that determine anyone’s service aptitude How most businesses have negative cues and don’t realize it Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast The CX Event of 2021 If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	039: The Importance of Creating A Day in The Life of Your Customer Story & Customer Avatars	28 Apr 2021	00:51:29
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how one of the best ways to increase your employees’ service aptitude and empathy for their customers is by creating a day in the life of your customer story and customer avatars. You will learn: There is a more dangerous pandemic happening with no vaccine What a year of social isolation has done to us: it has hardened us and made us less engaging Social media is the tobacco company of today As a result of the loneliness pandemic, the Prime Minister of the UK appointed the world’s first minister for loneliness You can now Rent a Friend & Rent a Family The best brands address our emotional and social needs Why it is so important to create days in the lives of your customer stories How it builds empathy for your customer-facing employees How it increases their service aptitude It makes your employees more present with each and every interaction rather than treating customers as “next” How to create a day in the life of a customer video The importance of creating customer avatars How to create customer avatars Resources mentioned: www.thedijuliusgroup.com www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Chick-fil-A’s Day in the Life of a Customer video John Robert’s Spa Day in the Life of a Customer video The DiJulius Group’s Day in the Life of a Customer video PDF worksheet for you to Create Your Own Customer Avatar If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	038: The Chick-fil-A of Police Departments	24 Mar 2021	00:56:46
Johnny Jennings, Chief of Police at Charlotte-Mecklenburg Police Department, Charlotte, has a vision for what type of police department he wants to build, some may call it an unrealistic vision. Jennings wants Charlotte to be known as the Chick-fil-A of police departments. And he is not just talking about it. He is committed to making this vision a reality in one of the largest cities in America. What you will learn: That you can be for Black Lives Matter and have a tremendous amount of respect for what police officers do Why is his vision to deliver world-class hospitality in his police department How do you change the stigma and rewrite the narrative of policing in the U.S.? What a day in the life of a police officer is like How to avoid empathy fatigue What they’re doing to accomplish their goal to earn a genuine thank you and leave a positive impression even when they have to enforce the law Resources mentioned: www.thedijuliusgroup.com If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.
	037: Struggle Well	17 Mar 2021	00:51:37
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Ken Falke, a former member of the U.S. Navy, serial entrepreneur, and author. Today, Ken’s passion is taking care of his fellow combat veterans and their family members. He is the chairman and founder of Boulder Crest, an organization that focuses on the teachings of posttraumatic growth. Ken spends the majority of his time educating the public and private sectors on the issues surrounding the long-term care of our returning military personnel and their families from the last 19 years of war. Learn: About Ken’s highly successful military career How he leveraged that into building multiple businesses Why he got into helping veterans deal with PTSD Why he wrote Struggle Well: Thriving in the Aftermath of Trauma How in today’s world, it is more important than ever to help ourselves and those around us address mental wellness Learn the Mental Wellness Model that can be applied to everyone Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ www.Bouldercrest.org Ken’s book: www.StruggleWell.com Gary Sinise Announces partnership with Bouldercrest: https://www.youtube.com/watch?v=BYEqHKdmChY Struggling Well During COVID-19: A Roadmap to Wellness: https://gritdaily.com/struggling-well-during-covid-19-a-roadmap-to-wellness/ Are you passionate about helping others succeed? Contact claudia@thedijuliusgroup.com. Man’s Search for Meaning by Viktor Frankl If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	163: Creating a New Employee Onboarding Experience	10 Jul 2024	00:32:09
What if the secret to retaining top talent is how you welcome them? On this episode of The Customer Service Revolution, join John as he reveals the strategies to make your employee onboarding process efficient, memorable, and engaging. Drawing wisdom from Joey Coleman's “Never Lose an Employee Again” and Dan Heath's “Making Moments Memorable,” we tackle the often-overlooked pre-start phase, the significance of the job offer, and the critical first day. Through startling statistics on employee ghosting and pre-start attrition, we highlight the urgency of effective onboarding to keep your best hires from slipping through your fingers. John shares best practices for new employee orientation, focusing on the power of storytelling and emotional engagement. Discover innovative techniques like scavenger hunts for policy education and the importance of regular check-ins to ensure new hires feel supported as they settle in. We also delve into crafting impactful soundbites that instill pride and ownership in new employees, inspired by Chick-fil-A’s approach. Learn how a seamless transition from the interview process to onboarding can maintain the enthusiasm of new recruits and create a world-class employee experience right from the start. Tune in for insights that could revolutionize your onboarding process and set your company apart. Here are just a few takeaways: The importance of creating memorable and engaging onboarding experiences to combat employee ghosting and pre-start attrition Strategies to transform job offers and first days into milestone moments Best practices for new employee orientation, including storytelling, scavenger hunts, and regular check-ins to foster community and re-engagement Techniques to utilize soundbites for instilling pride and seamless onboarding transitions Combining new and existing employees during orientation to build community and re-engagement Practical tips for enhancing the onboarding process, such as sending pre-start emails, personalizing welcome gifts, and organizing engaging activities Maintaining employee enthusiasm and commitment from the pre-start phase through their first 90 days Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
	036: If You Don’t Grow The Team, You Can’t Grow The Business	10 Mar 2021	00:48:51
Chief Revolution Officer John DiJulius of the DiJulius Group brings back Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes-uncomfortable message on leadership to thousands of entrepreneurs. Arnie is an expert practitioner, and now speaker and consultant in creating world-class customer service cultures. Arnie is the founder and CEO of BetterBookClub where he helps companies, leaders, and individuals build a strong culture that attracts people and rewards those who seek personal growth in organizations. In this episode, you'll learn: If it is worth doing, it is worth doing wrong Give yourself and your employees permission to fail How to find your culture If it is going to be successful, it has to be sustainable, scalable, and personable. If you don’t grow the team, you can’t grow the business. Upstream communication is as important as downstream communication. If you don’t celebrate your milestones, neither will anybody else. The best culture programs aren’t led by leadership – they're led by champions Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ www.BetterBookClub.com https://www.worthdoingwrong.com/ Grab a copy of Arnie Malham’s book, Worth Doing Wrong: The Quest to Build a Culture that Rocks: https://www.amazon.com/gp/product/B01M9J900Z If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	035: Tough Times: Tougher Teams	03 Mar 2021	00:56:45
The DiJulius Group’s Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan's books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, by a remarkable coincidence, SLAP. Stan recently wrote an incredible white paper called Tough Times: Tougher Teams. What you will learn: Who cares why things suck? What’s important is what you do about it It is the job of leadership to bring good answers to bad circumstances. “Whining” is not a strategy. “Victim” is not a job description. “Everyone else is in trouble, too” is not a crutch for management. What ‘culture’ really means The three critical cultures you need to be examining right now as a leader A leader’s emotional commitment is what solves problems that are unsolvable, creates energy when all of the energy has been expended, and ignites emotional commitment in others, including your employee culture. When a culture is allowed to blame external circumstances for internal performance, aggressive and innovative responses depart, and a culture marked by victimization, apathy, and detachment takes its place. You don’t want your culture to take work home; you want it to bring your company home. In times of crisis, customers will often have shifted from buying what they want to only buying what they need. Is your experience, what you sell, something they need? Be human first and a manager second. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Slap’s website https://slapcompany.com/ Download Stan Slap’s white paper Tough Times: Tougher Teams - https://slapcompany.com/t4/#start Contact Stan stan@slapcompany.com https://www.linkedin.com/in/stanslap/ Books by Stan Slap https://slapcompany.com/the-books/ If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com
	034: The Legacy of Tony Hsieh, The Man Who Built Zappos Into a Customer Experience Powerhouse	24 Feb 2021	00:44:45
The DiJulius Group’s Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray talk about the legacy of Tony Hsieh, the man who built Zappos into a customer experience powerhouse. Hsieh pioneered so many revolutionizing customer experiences used in all industries today. What you will learn: How Tony Hsieh, CEO of Zappos, took an unthinkable business model and turned it into a billion-dollar business. How Zappos produced higher sales by focusing less on marketing and advertising and more on customer service and customer experience. How Zappos offers their employees a quitting bonus to filter out the people who are not truly bought into their culture. How Zappos had to offer free shipping and free returns just to get people to give them a try. How Zappos doesn’t track conventional call center metrics, like average call time, instead, they measure if their reps made a personal emotional connection during the call. Hear what happened when we called Zappos and asked their call center rep what the weather was in a different part of the country. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Delivering Happiness by Tony Hsieh If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. * EPISODE CREDITS:** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

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