235: Five Strategies for Customer Experience Success in 2026
Customer Service Revolution
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss five essential customer experience strategies for 2026. They explore the concept of a customer service recession, the importance of hiring for service aptitude, the effectiveness of micro learning in training, the need to rethink customer feedback mechanisms, and the critical connection between employee experience and customer experience. They also touch on the role of AI in enhancing customer interactions while maintaining the human element. The conversation emphasizes actionable...
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234: Mastering the Certainty Business
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...
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233: Your CX Questions Answered
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...
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232: Is the AI CX Broken?
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...
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231: Making Price Irrelevant
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...
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230: Price Myths BUSTED
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...
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229: The Answer is Yes, Now What's the Question
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...
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228: How Consulting Transforms Your CX
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...
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227: Build a Culture that is Obsessed with Delivering a World-Class Experience
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...
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226: Would You Sever Your Work Life From Your Personal Life?
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...
info_outline- Creating an above and beyond culture benefits both customers and employees.
- Above and beyond is defined as doing something unexpected for customers or coworkers.
- Empowering employees is crucial for fostering a culture of service excellence.
- Fear of repercussions can prevent employees from going above and beyond.
- Storytelling can inspire employees to recognize and act on service opportunities.
- Anticipatory service involves identifying customer needs before they arise.
- Service recovery can enhance customer loyalty when handled well.
- Celebrating above and beyond stories motivates employees to strive for excellence.
- Leaders must model the behavior they want to see in their employees.
- A culture of service excellence requires ongoing training and recognition.
Links
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
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
Zappos call: https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/
Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/
Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com
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