215: Understanding the Gen Z Gaze
Customer Service Revolution
Gen Z Gaze Summary In this episode, Denise Thompson and John R. DiJulius III discuss the phenomenon of the 'Gen Z gaze' and its implications for customer service. They explore generational differences in social skills, the impact of technology on communication, and the role of AI in hiring processes. The conversation highlights the importance of essential interpersonal skills in customer service and the growing loneliness epidemic across generations. They also touch on cultural influences on social behavior and the necessity of training in customer-facing roles. Takeaways The Gen Z gaze...
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214: From Struggles to Success: John's Journey, Part 2
Customer Service Revolution
From Struggles to Success: John's Journey (Part 2) Summary This is the second half of the story From Struggles to Success: John's Journey. Part 1 can be found (https://thedijuliusgroup.com/csr-213/). If you have not listened to the first half, we recommend starting there first. This section picks up where John realizes he may never graduate from college. In this episode of the Customer Service Revolution podcast, John R. DiJulius III shares his journey from a challenging childhood to becoming a successful entrepreneur. He discusses the impact of his family dynamics,...
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213: From Struggles to Success: John's Journey
Customer Service Revolution
Summary In this episode of the Customer Service Revolution podcast, John R. DiJulius III shares his journey from a challenging childhood to becoming a successful entrepreneur. He discusses the impact of his family dynamics, struggles in school, and the role of sports in shaping his character. John reflects on his experiences working at UPS, which became a turning point in his life, leading him to pursue college baseball and eventually entrepreneurship. He emphasizes the importance of hard work, luck, and giving back to the community through his initiative, Believe in Dreams. ...
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212: The Art of Listening
Customer Service Revolution
Mastering the Art of Listening Summary In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson discuss the importance of listening in customer service and leadership. They explore recent trends in customer experience, the art of listening, and practical tips for improving listening skills. The conversation emphasizes curiosity, engagement, and the need for leaders to create an environment where everyone feels heard. They also touch on the concept of a 'reality distortion field' and how it can inspire teams to achieve the impossible. Takeaways ...
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211: Building Empathy Using a Day in the Life Video
Customer Service Revolution
Day in the life Summary In this episode, Denise Thompson and John DiJulius discuss various themes surrounding age, happiness, and the importance of kindness in society. They delve into the findings of the World Happiness Report, highlighting the decline in happiness in the US and the specific struggles faced by young adults. The conversation shifts to the significance of empathy and compassion in customer service, emphasizing the need for organizations to understand their customers better. John introduces the concept of 'Day in the Life' videos as a tool to foster empathy among employees...
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210: The Power of Customer Experience Action Statements
Customer Service Revolution
Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the importance of the Customer Experience Action Statement and its role in transforming organizational culture. He explains how this statement serves as a guiding principle for employees in their interactions with customers, emphasizing the need for actionable and measurable goals. The conversation delves into the structure of the statement, the three pillars that support it, and provides examples from various organizations. John also highlights the significance of sustaining the action statement...
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209: Achieving NPS Growth Through Client Engagement
Customer Service Revolution
Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative 'Moments Matter' initiative. They discuss the framework's three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in client and teammate experiences. Victor shares insights on the ambassador program, the importance of emotional connections with clients, and how the initiative has become a competitive advantage for KeyBank. The conversation emphasizes the ongoing...
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208: Building Relationships in the Digital Age
Customer Service Revolution
Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical importance of human experience in business, emphasizing that while technology can enhance service, it cannot replace the unique value of personal interactions. He introduces the concept of URX (You Are the Experience) and highlights the decline of people skills across generations, particularly among younger employees who are often 'relationship disadvantaged' due to their upbringing in a digital world. DiJulius advocates for businesses to prioritize training in connection skills and to...
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207: Customer Bill of Rights
Customer Service Revolution
Summary In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson discuss the importance of transforming negative experiences into positive ones in customer service. They explore the concept of the Customer Bill of Rights, emphasizing the significance of consistency in service delivery. The conversation delves into the 'nevers and always' framework, which helps businesses establish clear expectations for customer interactions. John shares practical examples and insights on how to implement these principles effectively to enhance customer satisfaction and...
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206: The Key to Keeping Your CX TOMA
Customer Service Revolution
Summary In this episode Chief Revolution Officer John DiJulius talks to Kevin Sloan, Executive Vice President, Head of Retail Banking,for KeyCorp. As Head of Retail Banking, Kevin Sloan leads the execution of KeyBank’s retail relationship growth strategy centered on helping clients and communities thrive. His responsibilities include leading 5,500 teammates across Key’s 950 branch offices, its Business Performance, Support & Enablement team, and its Client & Teammate Experience team. He is also a member of KeyCorp’s Executive Council. Takeaways Why KeyBank focused on the...
info_outlineThe DiJulius Group Chief Revolution Officer John DiJulius talks with Leslie Shreve Founder and CEO Productive Day® Workload Management and Productivity Expert, Creator of Taskology® The Science of Getting Things Done.
Leslie shows executives how to increase efficiency and productivity by up to 300% in as little as 4 weeks, gain 1-2 hours back in their workday—EVERY day, spend up to 50% LESS time in their email Inbox, and make more powerful progress—WITHOUT working nights and weekends.
Learn:
- What’s missing from today’s typical workday strategy and why it will make or break your productivity.
- How to gain 1-2 hours BACK in your workday—EVERY day—so you can use it more effectively.
- How to get more accomplished in less time with less stress—no matter how busy you are.
- How to plan, prioritize, and accomplish tasks faster and easier—without missing, losing, or forgetting anything.
- The 3 unsuspecting places where time is hiding in the workday and how to get it back.
- How to get to ZERO in the Inbox and spend up to 50% LESS time on email every day.
- Why the latest tips, tools, tactics, short cuts, apps, and hacks are holding you back—and what to do about it.
Links:
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Schedule a call to learn more about The DiJulius Group Consulting and Training
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