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207:  Customer Bill of Rights show art 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 show art 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...

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205:  Secret Service - The Power of Personalizing Service, Part 2 show art 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...

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204:  Secret Service - The Power of Personalizing Service, Part 1 show art 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...

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203:  Why Customers Are Revolting show art 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...

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202:  Trust Matters More Than Ever show art 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...

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201:  Navigating Uncertainty: Leadership Strategies for Tough Times show art 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...

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200:  Indicators of Failing Customer Service: Navigating Customer Service Challenges in a Weak Economy show art 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...

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199:  Creating a Zero-Risk Customer Experience show art 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....

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198:  The Value of Outspoken Employees show art 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...

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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 emphasize the need for businesses to understand their customers' perspectives and the value of mystery shopping to gain insights. The episode concludes with a discussion on the pursuit of greatness in business and the commitment required to achieve it.
 
Takeways
  • Bankruptcy often affects companies with poor customer service.
  • The experience gap leads to customer dissatisfaction.
  • Customers are revolting against companies that fail to deliver value.
  • Amazon excels in convenience and customer experience.
  • Great customer experience is not guaranteed; companies must stay vigilant.
  • Mystery shopping can provide valuable insights into customer experience.
  • Understanding the customer's viewpoint is crucial for businesses.
  • Pursuing greatness requires commitment and effort.
  • Most people are not willing to do what it takes to be great.
  • Greatness is a choice, not a given.

Chapters

00:00Bankruptcy and Customer Service Failures
03:00The Experience Gap and Customer Revolt
06:01The Importance of Customer Experience
09:01Internal and External Customer Experience
11:57Mystery Shopping and Customer Insights
14:47Pursuit of Greatness in Business
18:14Choosing Greatness and Its Challenges