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...
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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
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
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
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
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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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 loyalty. In this conversation, John DiJulius III and Denise Thompson discuss the critical aspects of customer service, emphasizing the importance of consistency, transparency, and professionalism in interactions. They explore how to effectively roll out service standards, maintain awareness among employees, and create a positive work environment. The discussion also touches on the significance of living an extraordinary life and how personal habits impact professional responsibilities.
Takeaways
- Turning a negative into a positive is crucial for customer experience.
- Inconsistency is the enemy of great customer service.
- The Customer Bill of Rights outlines what businesses should never or always do.
- Nevers and always help reduce employee and location roulette.
- Customer experiences should not depend on which employee a customer interacts with.
- Oversharing can negatively impact customer perceptions.
- Employees must remember they are always 'on stage' when interacting with customers.
- Clear communication is essential to avoid misunderstandings in service expectations.
- Businesses should focus on what they can do for customers, not what they can't.
- Creating a positive customer experience requires a commitment to service excellence. Consistency in customer interactions is crucial for service excellence.
- Transparency in communication fosters trust with customers.
- Establishing clear professional standards helps employees understand expectations.
- Mastering the basics of customer service can significantly improve experiences.
- Rolling out service standards requires context and engagement from employees.
- Maintaining awareness of service standards is essential for long-term success.
- Creating a fun work environment encourages adherence to service standards.
- Living an extraordinary life impacts not only personal well-being but also professional responsibilities.
- Habits play a significant role in shaping our actions and outcomes.
- Engaging employees in the training process enhances retention of service standards.
Chapters
Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/
Interview Questions: https://thedijuliusgroup.com/resources/
The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/
Experience Revolution Membership: https://thedijuliusgroup.com/membership/
Schedule a Complimentary Call with one of our advisors: tdg.click/claudia
Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/