Customer Service Revolution

Customer Service Revolution

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the concept of being in the 'certainty business.' They explore how uncertainty is a major source of anxiety for both customers and employees, and how organizations often neglect the human side of communication in favor of technical skills. John emphasizes the importance of providing certainty to build trust and improve customer and employee experiences. The conversation also covers practical strategies for leaders to communicate effectively during uncertain times, ensuring that...

Customer Service Revolution

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

Customer Service Revolution

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

Customer Service Revolution

Summary In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DeJulius discuss the concept of making price irrelevant through exceptional customer experiences. They explore how consistency in service, a zero-risk mindset, and equipping employees to articulate value can lead to customer loyalty and a competitive edge in the market. The conversation emphasizes the importance of focusing on the overall experience rather than just pricing strategies. Takeaways: Making price irrelevant is about the experience delivered. Consistency in service leads to customer...

Customer Service Revolution

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the common misconceptions surrounding pricing and customer retention. He emphasizes that many businesses misdiagnose their issues as pricing problems when, in fact, the root cause often lies in the customer experience. Through various examples and case studies, John illustrates the importance of understanding customer needs, improving service quality, and focusing on key performance indicators to drive business growth. He also highlights the need for leaders to shift their mindset regarding pricing...

Customer Service Revolution

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DeJulius discuss the importance of fostering a 'yes' culture in customer service. They explore how the word 'no' can negatively impact customer interactions and emphasize the need for employees to focus on what they can do to assist customers. Through engaging anecdotes, including the milkshake metaphor from Cameron Mitchell restaurants, they illustrate how empowering employees to say 'yes' can enhance customer satisfaction and loyalty. The conversation also touches on the role of leadership in...

Customer Service Revolution

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and Dave Murray discuss the critical importance of customer experience consulting across various industries. They explore how systems and structures can enhance customer interactions, the significance of internal communication, and the need for organizations to recognize their role in the customer experience. The conversation highlights successful client transformations, the impact of silos, and the essential link between employee and customer experiences. They also provide actionable insights for leaders...

Customer Service Revolution

Summary: Chief Revolution Officer John DiJulius speaks withRicky Arriola, the founder and CEO of Inktel Holdings Corp, one of the country’s leading customer experience and business process outsourcing firms. Inktel provides outsourced customer experience solutions to Fortune 500companies, government agencies, educational institutions, and consumer brands.Its services include omnichannel contact center support, sales, order management, back-office processing, government BPO services, and fulfillment. The company has been repeatedly recognized as a Best Place to Work. Learn How Ricky...

Customer Service Revolution

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the alarming trend of employees, particularly Gen Z, wanting to sever their work and personal lives. They explore the implications of this disconnect, the role of workplace culture in mental health, and strategies leaders can implement to foster a more supportive environment. The conversation emphasizes the importance of purpose in the workplace and how it can enhance employee satisfaction and productivity, ultimately benefiting the organization as a whole. Takeways: Nearly...

Customer Service Revolution

Summary: In this engaging conversation, Neen James, a leadership strategist and author, discusses the importance of creating exceptional experiences in business and life. She emphasizes that luxury is a mindset, not just about expensive things, and shares insights on how to make people feel seen, heard, and valued. The discussion covers the significance of human connection in a digital age, the research behind luxury as a mindset, and practical strategies for transforming relationships in business. Neen also introduces her concept of 'champagne moments'—small, joyful experiences that can...