Customer Service Revolution | Customer Experience &amp; Employee Experience Insights – Details, episodes &amp; analysis

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

http://cxcoaching.com/

claudia@thedijuliusgroup.com

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109: Customer eXperience Executive Panel

Episode 109

mercredi 22 février 2023 • Duration 47:43

According to Forbes, the CXE, or Customer eXperience Executive, is one of the fastest-growing roles. The DiJulius Group even offers a 12-month master's course in customer experience called Customer eXperience Executive Academy. Its graduates have many success stories but have been through some of the same challenges and roadblocks your organization may be going through as it attempts to improve the customer experience.

Rolling out new training to a team can be a tremendous undertaking. The customer experience that Chick-fil-A has today didn't happen overnight. Instead, it improved incrementally over time, and they constantly strive to improve further.

Jess Pischel, a Customer Experience Consultant and Speaker with The DiJulius Group, spends her time helping clients generate ideas, turn them into systems, and implement them enterprise-wide. Jess has a Master's in Business Administration and has worked directly with world-class brands like LUSH Cosmetics, Celebrity Cruises, and Lexus. She has a passion for working on meaningful projects and growth while creating leaders that move results through their people, leading to culture shifts, which bring new initiatives and successful project plans with measurable results.

This episode is from Jess's presentation at the Customer Service Revolution Conference in Cleveland on Nov 7th, 2022. In this tell-all session, the top Customer Experience Executives from multiple industries unveil how to overcome roadblocks and hurdles while avoiding costly mistakes. Find out what it takes to lead an organization's entire customer and employee experience from those who have mastered it.

Here are just a few takeaways:

What the CXE role is, and why it's one of the fastest-growing positions
What the Customer eXperience Executive Academy is and the methodology behind it
How to roll out new training material and implement change management best practices
Some examples of internal communications practices and how to implement them
Why you should weave training and reinforcement into your organization's culture
The challenges you may face when you're communicating to different locations and the importance of consistency
How certification can increase learning retention from training workshops
What the keys are to measuring success
How to gain buy-in from the critics and cynics
Why you should be consistent with the teaching so that it's consistent in practice
How to ensure that your program doesn't become "flavor of the month"
How to gain executive sponsorship

Resources mentioned:

EPISODE CREDITS:

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108: Building a World-Class Internal Culture

Episode 108

mercredi 15 février 2023 • Duration 34:11

We often don't consider that the internal culture directly inside our organizations impacts our external culture. Building teams that work together allows us to focus on the customer. Departments operating in silos, poor internal handoffs, and miscommunication are all employee dissatisfiers and negatively impact customers.

Some of the same tools we use externally can also be used internally to evaluate what we can improve internally. Roleplay exercises, using negative cues to identify the tone of your messaging, and team-building activities are just some ways you can begin to improve your organization's culture.

In this episode, Dave Murray will present how you can build a world-class internal culture. As VP of Consulting with The DiJulius Group, Dave strives to make all participants feel comfortable--creating an ideal environment for idea generation and sharing. Dave has more than 25 years of experience in customer service, marketing, and sales.

Learn how to fix the common pitfalls of internal culture and get all team members focused on your customer's experience. You'll hear some of Dave's tricks for transforming your company's internal culture. This presentation is from the Customer Service Revolution Conference held in Cleveland on November 7th, 2022.

Here are just a few takeaways:

Communication is the most frequently reported problem in company cultures
How internal communication impacts the external customer experience
Creating internal culture with a focus on the employee experience has to be purposeful
Empathy is important for internal and external culture
Roleplay exercises can help you achieve results
Use negative cues to identify the tone of your message
Consider performing an internal negative cue audit
Evaluate your internal communication best practices and create non-negotiable standards
Identify the communication gaps and develop standards around that
Don't deliver bad news in writing--call first
Who are the invisible service providers in the organization?
Internal culture serves people in the organization who serve external customers
How team building can strengthen an organization's internal culture
Build a process for internal handoffs
Consider internal journey mapping
Build in experiential standards
Create a culture that instills pride

Resources mentioned:

EPISODE CREDITS:

107: Complaints 101

Episode 107

mercredi 8 février 2023 • Duration 39:45

Complaints to any organization are a gift, especially today since consumers have so many options. Are your teams handling these important interactions consistently well? Are you tracking the issues and outcomes to monitor trends and bigger issues?

Many organizations have implemented acronyms to help frontline workers deal with conflict when customers complain about their service or products. One common thread in these acronyms is the ability to listen, apologize, solve the issue, and thank the customer for bringing it to your attention. This simple methodology has proven effective over and over.

As VP of Consulting with The DiJulius Group with more than 25 years of experience in customer service marketing, and sales, Dave Murray strives to make all participants feel comfortable--creating an ideal environment for idea generation and sharing. Dave is also an accomplished keynote speaker who can bring energy and passion to a room, all while connecting with audience members and delivering motivational and actionable content.

This episode is from Dave's breakout session at the Customer Service Revolution Conference in Cleveland on November 7th, 2022. Learn some easy-to-implement standards and how to create a service recovery playbook as he shares the essential lessons he's learned about customer service during his career.

Here are just a few takeaways:

What the term zero risk means, and how it applies from a customer service standpoint
Customers are 80% more likely to go somewhere else after a bad experience
Employees don't have the training to deal with conflict
LATTE: Listen, Acknowledge, Take Action, Thank, and Encouragement
BLAST: Believe, Listen, Apologize, Solve, and Thank
LEAST: Listen, Empathize, Apologize, Solve, and Thank
GATE: Gather all information, Assess the situation, Thank and empathize, and Explain the solution
Leap to Action: Listen completely, Empathize, Apologize and clarify, Provide next steps, Thank, and Own it
How you can develop your own tool for frontline workers and design it for your needs
A-1 Care: A blameless apology, Own the situation, Clarify and assess, Action, Reassure and resolve, and End with a follow-up
FORD: Family, Occupation, Recreation, and Dreams
FORD is the information that's most important to us as humans, and focusing on that allows you to build a relationship
Create your own acronym for handling difficult conversations
Don't punish 98% of your customers for what 2% are trying to do
Complaints often come from a company's own policies
Assume positive intent and train for consistency
Why it should be easy for customers to provide feedback
When the experience should override the policy, and the policies should become guidelines
How to solve the problems that aren't your fault but harm the customer experience
Why you should be tracking your organization's complaints and compliments

Resources mentioned:

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EPISODE CREDITS:

106: World Class Leadership - Coaching Culture

Episode 106

mercredi 1 février 2023 • Duration 37:03

We all have different answers to the question, "What is company culture?" Some say values. Others say purpose. However you define it, it encompasses behavior, knowledge, beliefs, and habits.

Great coaches motivate teams and maximize their performance - both on the field and in the workplace. Learn how to cultivate a coaching culture in your organization by changing the leadership playbook to one that empowers and engages coaches and their teams.

Brittni Walker is a Certified Customer eXperience Executive and is the Director of Customer and Employee Experience at Advance Financial, where she's worked for the last ten years. She began her tenure as a Customer and Employee Affairs Coordinator and quickly advanced to the management level. In 2018, she took her skills to the next level by earning her Customer eXperience Certification from the Customer eXperience Executive Academy. She is also a Customer Experience Consultant for The DiJulius Group.

This episode is from a presentation presented by Brittni at the Customer Service Revolution Conference in Cleveland on November 7th, 2022. She explains why leadership means having a coaching culture. It all begins with building rapport with your team. You'll hear the four main takeaways she wants you to remember from this session, along with some recommended reading.

Here are just a few takeaways:

How to define company culture
Why 47% of employees leave companies because of engagement and culture
Why culture reflects leadership
Losing an employee costs a company about 33% of the employee's salary
Why company surveys may do more harm than good
Energy givers are coaches, while energy suckers are bad managers
Why you should be cheering for your team members and helping them achieve their goals
How building rapport with your team creates trust and engagement
Why listening is the key to communication
Asking questions help shape conversations to create an outcome
Guidance can lead your employees to success
Brittni's recommended reading

Resources mentioned:

How's the Culture in Your Kingdom? Book

The Energy Bus book

The High 5 Habit book

The Relationship Economy book

www.thedijuliusgroup.com
Tell My Story | Documentary
Jason Reid's Ted Talk
https://www.tellmystory.org/
https://www.tellmystory.org/documentary
The Customer Service Revolution Podcast

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EPISODE CREDITS:

105: What I Wish My Parents Knew

Episode 105

mercredi 25 janvier 2023 • Duration 51:44

On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn't get much better until he and his wife received the devasting news that their youngest son Ryan had taken his own life. Today, Jay is on a mission to reach every parent and every family about the conversations they need to have with their kids.

Jason Reid is the founder of ChooseLife.org, a leading youth mental health advocate, and a father who lost his teenage son to suicide. That became the catalyst for releasing his documentary, "Tell My Story," in 2021. He's on a quest to prevent teen suicide and help parents take ownership of their kids' mental health.

This interview was one of the hardest John has conducted, but it could be the most important as Jason shares information about teen depression, suicide, and how you can help prevent it.

Here are just a few takeaways:

Depression in children and teenagers is at an all-time high
Suicide was the 2nd leading cause of death in kids ages 10-14
Teen depression isn't prejudiced
Mental health is an unknown — and to help our kids, we need more support than Google can provide
What signs we should be looking for if a child is struggling with depression
The questions we should be asking
How you can help your teens struggling with depression

Resources mentioned:

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EPISODE CREDITS:

104: How To Turn the Great Resignation Into The Great Retention

Episode 104

mercredi 11 janvier 2023 • Duration 43:44

Many factors have contributed to The Great Resignation that we are currently in. We could point the finger at economic turmoil, bad leadership, a changing culture, and so much more.

However, what is most important is figuring out how to turn this Great Resignation around. How can we turn it into The Great Retention?

In this episode, John DiJulius will teach you how. This episode comes from a keynote John delivered at the Customer Service Revolution Conference in November. Tune in to learn a few practical things you can do to start hiring better employees and retaining them longer.

You Will Learn:

1. Why there is such a need to develop great leaders.
2. Why the brands that survive The Great Resignation era will be the ones who remained relentless with their hiring standards.
3. How to create a recruitment experience.
4. How to make your interview process ungame-able.
5. How to create an onboarding experience.
6. The importance of developing the whole person.
7. The power of purpose.

Resources mentioned: