226: Would You Sever Your Work Life From Your Personal Life?
Release Date: 10/16/2025
238: How to Train Your Frontline to Deliver WOW Moments
Customer Service Revolution
Summary: Want your frontline employees to consistently deliver wow moments—not just when they feel like it? Discover the proven DiJulius Group methodology that transforms random acts of kindness into designed, trained, and repeatable customer experiences that build emotional connection and loyalty at scale. In this episode of the Customer Service Revolution podcast, customer experience expert John DiJulius breaks down the four-pillar system world-class organizations use to eliminate "employee roulette" and create signature experiences customers can't stop talking about. What You'll...
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237: How To Build Loyalty And Create Lifetime Customers
Customer Service Revolution
Summary: In this episode, Denise Thompson and John R. DiJulius III discuss the essence of customer loyalty, emphasizing that true loyalty is built through small, intentional actions rather than large gestures. They explore the importance of service aptitude, consistency, and personal connections in creating a loyal customer base. The conversation highlights various strategies for enhancing customer experiences and the significant impact of employee satisfaction on customer loyalty. The episode concludes with actionable insights for organizations to implement a culture of above and beyond...
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236: How can I make customer experience a true competitive advantage?
Customer Service Revolution
Summary In this conversation, Denise Thompson and John R. DiJulius III explore the critical elements of customer experience that can provide a competitive advantage in today's relationship economy. They discuss the importance of creating emotional connections with customers, building systems that reduce risk, and developing a signature brand experience that is memorable and unique. The conversation also highlights the need for consistent training and awareness among employees to ensure that customer service remains a priority. Through real-world examples, they illustrate how organizations...
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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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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 half of Gen Z workers prefer to separate work and personal life.
- A significant percentage of employees would consider extreme measures to disconnect from work stress.
- Workplace culture plays a crucial role in employee mental health.
- Leaders should create environments where employees feel whole and valued.
- Purpose in work is essential for employee satisfaction and retention.
- Effective communication and boundaries are vital for employee well-being.
- Employee experience directly impacts customer experience and satisfaction.
- Building trust and authenticity in the workplace fosters a positive culture.
- Leaders must recognize the importance of employee happiness as a business imperative.
- The interview process should focus on finding the right fit for both the employee and the organization.
Chapters:
Quote:
Leading is the pinnacle of human achievement. Your number one task is helping others grow and develop and contribute to their colleagues and communities. Your accomplishments, accomplishment list will be measured by those who went on to be wildly successful in large measure because of the time they spent with you.
-Tom Peters
Links:
Ask John! Submit your questions for John, to be aired on future episode: tdg.click/ask
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
Books: https://thedijuliusgroup.com/shop/
Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/
Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com
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