221: Creating Memorable Experiences - The Alpin Haus Journey
Customer Service Revolution
Summary: In this episode of the Experience Revolution podcast, host Dave Murray speaks with Katie Osborne, co-owner and vice president of marketing for Alpenhaus. They discuss the evolution of Alpenhaus, a family-run business that has expanded from a ski shop to a retailer of various outdoor fun products. Katie shares insights on the importance of customer experience, the tools and processes they have implemented to enhance service, and how they engage employees in this mission. The conversation also touches on the significance of recognition and awards, the impact of the Customer...
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220: Transforming the Donor Experience at Gulf Coast Blood
Customer Service Revolution
Summary: In this episode of the Experience Revolution podcast, host Dave Murray speaks with Kevin Shipley, Associate Vice President of Community Engagement at Gulf Coast Blood. They discuss the evolution of donor experience at Gulf Coast Blood, emphasizing the importance of empathy, leadership support, and innovative training methods. Kevin shares insights on how the organization has successfully increased donor retention and engagement through strategic initiatives, including the use of Net Promoter Score (NPS) for both donor feedback and employee recognition. The conversation highlights the...
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219: How to Create a Recruiting Experience That Draws Top Talent
Customer Service Revolution
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson interviews Dave Murray, VP of consulting for the DiJulius Group. They discuss the critical connection between employee experience and customer experience, the challenges of accidental management, and the importance of a strong recruiting and onboarding process. Dave shares insights from his book, 'The Employee Experience Revolution,' emphasizing the need for organizations to focus on internal culture to drive external success. The conversation also touches on the evolving expectations of employees,...
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218: How to Create an Above and Beyond Culture
Customer Service Revolution
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the importance of creating an above and beyond culture in customer service. They explore how empowering employees, defining what above and beyond means, and overcoming fears can lead to exceptional customer experiences. The conversation also covers various types of above and beyond opportunities, the significance of anticipatory service, and the role of storytelling in fostering a culture of excellence. The episode concludes with insights on celebrating above and beyond stories...
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217: How to Become Your Clients Trusted Business Partner
Customer Service Revolution
Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson delve into the art of becoming an indispensable business partner. Discover how to build trust and foster relationships that clients can't imagine living without. From the importance of loving what you do to the power of being a resource broker, learn actionable strategies to elevate your client partnerships. Tune in to explore the evolving ABCs of business and how to always be connecting in today's dynamic landscape. Takeaways: Tipping practices can create frustration for delivery workers....
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216: Is Consulting the Big Con?
Customer Service Revolution
Summary In this conversation, Denise Thompson and John DiJulius III explore the evolving landscape of customer experience and consulting. They discuss the challenges faced by young adults in social interactions, the state of customer experience in America, and the importance of co-creation in consulting. The conversation also highlights the need for executive sponsorship in consulting projects and the significance of identifying red flags in consulting relationships. Additionally, they touch on the impact of leadership on community and the importance of making a difference in the lives of...
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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 ...
info_outline- Trust is a timeless and essential element in business.
- A lack of trust can be a significant expense for organizations.
- Trust has shifted from institutional to personal in nature.
- Measuring trust is crucial for understanding organizational gaps.
- Clarity is the foundation for building trust.
- The eight pillars of trust include clarity, compassion, character, commitment, competence, connection, contribution, and consistency.
- Effective communication is key to establishing trust.
- Humility plays a vital role in being perceived as trustworthy.
- Leaders should promise less and focus on delivering what they commit to.
- Building trust requires actionable tools and frameworks.
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