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...
info_outline
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_outline
205: Secret Service - The Power of Personalizing Service, Part 2
Customer Service Revolution
Summary IIn this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of 'Secret Service' that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution of customer service terminology. The conversation also highlights memorable customer service experiences and the impact of community in customer relationships. Takeaways Personalization in customer interactions is crucial. Utilizing...
info_outline
204: Secret Service - The Power of Personalizing Service, Part 1
Customer Service Revolution
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of customer experience, particularly in the context of the Customer Experience Executive Academy. They explore how businesses can navigate economic uncertainty by focusing on enhancing customer experiences. John shares insights on the concept of 'Secret Service' in customer service, emphasizing the need for personalized interactions and systems that recognize customer loyalty. The conversation also touches on the role of AI in improving customer service and the...
info_outline
203: Why Customers Are Revolting
Customer Service Revolution
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically successful brands like Starbucks and Southwest Airlines, which have recently struggled. They...
info_outline
202: Trust Matters More Than Ever
Customer Service Revolution
Summary In this conversation, Dr. David Horsager, a leading authority on trust, discusses the critical role of trust in leadership and business. He emphasizes that trust is not just a soft skill but a fundamental component that affects the bottom line. The discussion covers the historical context of trust, the shift towards personal trust in the digital age, and practical tools for measuring and building trust within organizations. Dr. Horsager introduces the eight pillars of trust and highlights the importance of clarity and humility in fostering trust. The conversation concludes...
info_outline
201: Navigating Uncertainty: Leadership Strategies for Tough Times
Customer Service Revolution
Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on employee experience and customer experience as key components of business strategy during challenging times. Takeaways Staff are nervous during economic downturns; leaders must provide certainty. Over-communication is essential to...
info_outline
200: Indicators of Failing Customer Service: Navigating Customer Service Challenges in a Weak Economy
Customer Service Revolution
In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect customer experience often face dire consequences. John emphasizes the need for a Return on Experience (ROX) dashboard to track customer satisfaction and complaints. They also explore common mistakes CEOs make, such as failing to prioritize customer and employee experience training. The conversation highlights the significance of hiring for service aptitude and...
info_outline
199: Creating a Zero-Risk Customer Experience
Customer Service Revolution
summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies for training staff, handling customer complaints, and the significance of service recovery in building customer loyalty. takeaways Zero risk means making it easy for customers to do business....
info_outline
198: The Value of Outspoken Employees
Customer Service Revolution
summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys. DiJulius also highlights the significance of investing in employee development, creating a culture of accountability, and understanding the dynamics of employee turnover. The conversation touches on innovative...
info_outlineThis week's guest host is Dave Murray.
The DiJulius Group’s Vice President of Consulting and co-author of The Employee Experience Revolution, Dave is a master at helping companies create real change that sticks. He excels at communication and easily bridges the gap between your corporate leaders and front-line team members. His passion for building ideal environments can lead your team -as it has his previous clients- toward attaining award-winning customer satisfaction, best place to work achievements and record-breaking profits. He has over 30 years of experience in customer service. His background in the sports and entertainment industry gives him an uncommon understanding of marketplace competition and high expectations. Unflappable and highly respected, Dave Murray is one of today’s leading customer experience strategists.
This episode was recorded from a webinar.
Learn:
- Negative Cues: Spot and remove cues that create negative perceptions of your brand.
- Service Defects: Fix the most common places where your company drops the ball.
- Recovery Systems: Develop recovery processes to handle inevitable service breakdowns, ensuring your customers leave satisfied even when things go wrong.
- Consistent Complaints Handling: Equip your team with the tools to manage difficult customer interactions smoothly and confidently.
- Never & Always: Define your non-negotiable service standards. This leads to eliminating service defects, ensuring your customers know what to expect every time, and building trust with consistent delivery.
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
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.