Customer Service Revolution
Customer service, done right, can be your company’s single, biggest, competitive advantage. Join Customer Service Authority and best-selling author, John DiJulius, as he interviews leaders who are revolutionizing their industries. Hear their successes, and sometimes failures, that built best practices for exceeding expectations and gaining market share. Plus learn how these practices can be applied to your B2B or B2C business. Each episode provides CEOs, CXOs, COOs, CMOs, CHROs and other customer experience leaders with actionable tips to create a culture that produces referrals, loyalty and rave reviews from employees and customers. It’s not a podcast. It’s a movement. The Customer Service Revolution is a radical overthrow of conventional business mentality designed to transform what customers and employees experience. If you’re a revolutionary customer service leader ready to stop competing on price and obsessed with building a brand that people cannot live without, and, this podcast is for you!
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234: Mastering the Certainty Business
12/18/2025
234: Mastering the Certainty Business
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 updates are provided consistently, even when there is no new information to share. Takeaways: Uncertainty is a major source of anxiety in life and business. Organizations focus too much on technical skills and neglect empathy and communication. Providing certainty can build trust with customers and employees. Communication should be frequent, even when there is no new information. Leaders must communicate clearly during times of uncertainty. Bad news should be communicated early and with empathy. Updates can significantly reduce anxiety for customers and employees. Companies like Amazon excel in providing certainty through communication. Training should include a balance of technical skills and soft skills. The best brands deliver certainty, not just products or services. Chapters: 00:00The Certainty Business: Understanding Uncertainty 15:48Practical Applications of Certainty in Business 21:04Leadership and Communication During Uncertainty 24:19Key Takeaways for Reducing Uncertainty Links: tdg.click/claudia Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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233: Your CX Questions Answered
12/11/2025
233: Your CX Questions Answered
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 automation, and highlights the significance of creating a customer experience action statement as a guiding principle for organizations. Takeaways: Start with a customer experience action statement as a guiding principle. Employees may not care as much as entrepreneurs, but they can be engaged. Earned growth is a better KPI than traditional metrics like NPS. Empathy fatigue is real; leaders must help employees manage it. Recognition and appreciation are crucial for employee motivation. Training should allow for personal expression while maintaining professionalism. Middle management plays a key role in driving customer experience initiatives. Human interaction is essential, even in an increasingly automated world. Hiring for empathy and people skills is critical for customer service roles. The first commandment of customer experience is igniting the revolution. Chapters: 00:00Igniting the Customer Experience Revolution 11:58Balancing Budgets and Customer Experience Investment 15:06Re-energizing Employees Around the Mission 17:37The Role of Middle Management in Customer Experience 24:56Training for Consistency Without Scripts 27:31Future-Proofing Customer Experience 38:22Conclusion and Key Takeaways Links: tdg.click/claudia Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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232: Is the AI CX Broken?
12/04/2025
232: Is the AI CX Broken?
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 innovate customer value by leveraging AI effectively. Takeaways: 93% of leaders say their customer experience is broken. AI is still in its infancy and needs careful implementation. Companies are chasing AI for efficiency but missing emotional connection. Cultural dysfunction is a major barrier to customer experience transformation. AI can personalize customer interactions but should not replace human touch. 76% of executives feel behind on AI transformation. Emotional intelligence is crucial in customer experience. AI should supplement, not replace, human interaction. Companies winning with AI are inventing new categories of customer value. A human-centric approach is essential in the AI era. Chapters: 00:00The State of Customer Experience and AI 03:43The Challenges of AI in Customer Experience 08:47Cultural Barriers in CX Transformation 14:03Emotional Intelligence in Customer Interactions 19:07The Human Element in AI Integration 24:21Innovating Customer Value with AI 29:13The Future of Customer Service and AI Links: Code and Theory, Wall Street Journal Report tdg.click/claudia Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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231: Making Price Irrelevant
11/20/2025
231: Making Price Irrelevant
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 loyalty. Competing in experience is more effective than competing on price. Zero risk mindset enhances customer trust and loyalty. Service recovery can increase customer loyalty after a mistake. Employees must be trained to articulate the value of services. Journey mapping helps understand customer experiences better. Great companies focus on the basics of customer service. Articulating reasons for higher prices is crucial for sales. Creating a signature experience differentiates a brand. Chapters: 00:00Making Price Irrelevant Through Experience 07:59Competing in the Experience Wars 15:59Zero Risk and Customer Loyalty 20:48Empowering Employees to Articulate Value Links: tdg.click/claudia Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ https://thedijuliusgroup.com/4-price-myth-busters/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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230: Price Myths BUSTED
11/13/2025
230: Price Myths BUSTED
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 pressures and to prioritize delivering exceptional experiences to their customers. Takeaways: Price is often used as an excuse for business failures. Customer experience is crucial for retention and loyalty. Many companies misdiagnose retention issues as pricing problems. Understanding customer needs goes beyond just asking them. Key performance indicators should focus on what truly drives growth. The experience provided can justify higher prices. Leaders need to shift their mindset about pricing pressures. Effective communication with customers is essential for retention. Improving service quality can lead to increased sales and customer loyalty. Businesses should focus on earned growth rather than bought growth. Chapters: 00:00Introduction and Personal Updates 02:07Price Myth Busting: Understanding Customer Perception 07:27The Importance of Customer Experience in Retention 12:18Identifying Key Performance Indicators (KPIs) for Success 18:45Value vs. Price: The Customer Experience Perspective 23:44Mindset Shifts for Leaders Facing Pricing Pressure Links: tdg.click/claudia Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ https://thedijuliusgroup.com/4-price-myth-busters/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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229: The Answer is Yes, Now What's the Question
11/06/2025
229: The Answer is Yes, Now What's the Question
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 creating an environment where employees feel confident to say 'yes' and the potential of AI in improving customer service experiences. Takeaways: The word 'no' should be eliminated from customer service interactions. Empowering employees to say 'yes' enhances customer satisfaction. A positive mindset is crucial for effective customer service. Leaders must create a culture that supports employee autonomy. Understanding customer needs is key to providing excellent service. Training employees to focus on solutions rather than problems is essential. The milkshake metaphor illustrates the importance of a 'yes' culture. Regularly auditing policies can help identify areas for improvement. AI can streamline customer service but should not replace human interaction. Storytelling is a powerful tool in reinforcing company culture. Chapters: 00:00Welcome and Introduction 02:13The Power of 'Yes' in Customer Service 08:10The Milkshake Metaphor 16:23Empowering Employees to Say 'Yes' 19:58Creating a 'Yes' Culture 26:38The Importance of Customer Experience 34:02Final Thoughts and Takeaways Links: HBR Article, Stop Trying to Delight Your Customer: tdg.click/claudia Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com
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228: How Consulting Transforms Your CX
10/30/2025
228: How Consulting Transforms Your CX
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 looking to improve their organizations and ensure lasting change after consulting engagements. Takeaways: Customer experience consulting is essential for all industries. World-class service requires structured systems, not just slogans. Internal communication gaps often erode customer experience. Every employee has a role in the customer experience. Transformations can turn customer service initiatives into cultural norms. Silos within organizations can negatively impact customer engagement. Identifying internal issues is crucial for improving customer experience. Leaders must support their teams to enhance customer service. Small changes can lead to significant improvements in customer interactions. Measuring ROI is vital for understanding the impact of customer experience initiatives. Chapters: 00:00 Transforming Customer Experience Across Industries 01:05 The Importance of Systems in Customer Experience 05:56 Identifying Internal Barriers to Customer Experience 09:04 Tailoring Consulting for Diverse Industries 11:17 Client Transformations: Success Stories 15:56 Bridging the Gap Between Operations and Customer Experience 18:07 Signs Your Organization Needs Consulting Engagement 22:35 The Importance of Internal Culture 26:03 Empowering Middle Managers 27:30 Ownership of Customer Experience 29:48 The Role of Niceties in Communication 31:53 Supporting Employee Success 33:03 Ensuring Lasting Change After Consulting 36:09 Measuring ROI in Customer Experience 42:23 Scaling Without Losing Your Service Soul Links: https://thedijuliusgroup.com/csr-221/ tdg.click/claudia Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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227: Build a Culture that is Obsessed with Delivering a World-Class Experience
10/23/2025
227: Build a Culture that is Obsessed with Delivering a World-Class Experience
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 became obsessed with building a world-class cx organization Why so many organizations trust Inktel with their customer experience How Inktel manages rapid growth without compromising its culture What the future of AI has in the contact center worldLinks This episode is sponsored by The Customer Experience Executive Academy. Learn more Links: www.inktel.com : https://www.linkedin.com/in/rickyarriola/ Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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226: Would You Sever Your Work Life From Your Personal Life?
10/16/2025
226: Would You Sever Your Work Life From Your Personal Life?
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 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: 00:00The Disconnect Between Work and Personal Life 05:24The Impact of Workplace Culture on Mental Health 10:15Leadership's Role in Employee Well-being 15:19Creating Purpose in the Workplace 19:34Navigating Career Expectations 22:16Authenticity in the Workplace 25:47The Role of Leadership in Employee Development 27:24The Importance of Employee Happiness 29:16Finding Purpose in Work 32:18Creating a Positive Work Environment 34:10The Impact of Employee Experience on Customer Experience 35:42Recognizing Individual Contributions 38:01Addressing Personal Issues at Work 39:58Generational Differences in Workplace Dynamics This episode is sponsored by The Customer Experience Executive Academy. Learn more 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: Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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225: Exceptional Experiences with Neen James
10/09/2025
225: Exceptional Experiences with Neen James
Summary: In this engaging conversation, Neen James, a leadership strategist and author, discusses the importance of creating exceptional experiences in business and life. She emphasizes that luxury is a mindset, not just about expensive things, and shares insights on how to make people feel seen, heard, and valued. The discussion covers the significance of human connection in a digital age, the research behind luxury as a mindset, and practical strategies for transforming relationships in business. Neen also introduces her concept of 'champagne moments'—small, joyful experiences that can elevate everyday interactions. The conversation concludes with a focus on actionable takeaways for leaders and businesses to implement in their practices. Takeways: Luxury is a mindset that everyone can embrace. Listening with your eyes enhances human connection. Creating exceptional experiences is vital in business. Champagne moments can bring joy to everyday life. Transforming relationships from transactional to transformational is key. Everyone deserves to feel special and valued. Human connection is more important than ever in a digital age. Luxury is about experiences, not just material things. Investing in relationships with team members and vendors is crucial. Exceptional experiences can be created without significant costs. Chapters: 00:00 Introduction to Neen James and Her Work 05:05 The Importance of Making People Feel Seen and Heard 07:59 Transforming Relationships in Business 10:52 Luxury as a Mindset 14:04 Creating Exceptional Experiences 18:00 The Human Connection in Customer Service 21:06 Tactical Ways to Make Others Feel Valued 23:35 Champagne Moments and Daymaker Dopamine 26:50 The Five Luxury Levers for Business Success 29:41 Conclusion and Key Takeaways 35:17 CSR_ShowClose.mp3 35:47 CSR_ShowClose.mp3 This episode is sponsored by Fin. Learn more Links: Neen James new book, Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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224: The Six Components of a Five Star Experience
10/02/2025
224: The Six Components of a Five Star Experience
Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the six key areas that separate good companies from iconic brands. They explore the importance of physical experience, atmosphere, ease of doing business, technical excellence, operational details, and hospitality in creating customer evangelists. The conversation emphasizes the need for companies to excel in all areas to build brand loyalty and provide a seamless customer experience. John shares insights on how to audit these components and the significance of training employees in hospitality to enhance customer interactions. Takeways: To create customer evangelists, excel in six key areas. Physical experience often gets overlooked until it's a problem. Atmosphere can transform emotional connections to brands. Ease of doing business is crucial for customer satisfaction. Technical excellence should be a differentiator, not just a requirement. Operational details are often invisible but impactful. Hospitality is about how you make customers feel valued. Training for hospitality is often undervalued in organizations. Regular audits of customer experience components are essential. Improving one area can lead to quick wins in customer loyalty. Chapters: 00:00Introduction to Customer Experience Excellence 01:28The Six Key Areas of Customer Experience 04:13The Importance of Physical Experience 05:55Creating Atmosphere: The Emotional Connection 10:55Functional Ease: Making Business Simple 12:06Technical Excellence: Beyond Competence 13:39Operational Details: The Invisible Backbone 17:23The Role of Hospitality in Customer Experience 21:45Training for Hospitality: Bridging the Gap 24:49The Interconnectedness of the Six Components 30:17Auditing Customer Experience 32:19Quick Wins for Customer Loyalty 34:50Creating Customer Evangelists: The Challenge This episode is sponsored by The Customer Experience Executive Academy. Learn more Links: Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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223: Sabbaticals, Big Stay and Stakeholder Capitalism
09/25/2025
223: Sabbaticals, Big Stay and Stakeholder Capitalism
Summary: In this episode, John R. DiJulius III and Denise Thompson discuss the importance of taking time for personal growth through sabbaticals, the evolving job market dynamics leading to a trend of loyalty among employees, the stark contrast in compensation between CEOs and average workers, and the philosophy surrounding wealth and generosity. They explore how societal expectations and corporate practices shape our understanding of success and responsibility. Takeways: Taking a sabbatical can lead to personal and professional growth. The job market is shifting towards valuing employee loyalty over job hopping. CEO compensation has drastically outpaced worker wages, raising concerns about corporate greed. Generosity and giving back can lead to a more fulfilling life than hoarding wealth. The concept of stakeholder capitalism is gaining traction but lacks meaningful implementation. Economic trends show that staying in a job may now be more beneficial than switching for higher pay. The disparity in wealth distribution is a pressing issue that needs addressing. Corporate practices often prioritize shareholder wealth over employee welfare. Generosity should be a priority for those who have achieved financial success. The conversation around wealth and its responsibilities is evolving. Chapters: 00:00The Importance of Sabbaticals 11:52The Shift from Job Switching to Job Loyalty 20:46Corporate Greed and Stakeholder Theory 22:00The Profitability Dilemma 23:25The Billionaire Question 26:26Stakeholder Capitalism: A Shift in Focus 27:44The Reality of Corporate Promises 28:47Generosity vs. Greed 31:20The Pursuit of Happiness and Wealth 33:35The Impact of Wealth on Society This episode is sponsored by Fin. Learn more at Links: Submit your questions for John, to be aired on future episode: tdg.click/ask https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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222: How to Identify and Eliminate Negative Cues in Business
09/18/2025
222: How to Identify and Eliminate Negative Cues in Business
Summary: In this episode of the Customer Service Revolution, Denise Thompson and John DiJulius discuss the changing landscape of customer service, particularly focusing on Southwest Airlines. They explore how the airline, once a leader in customer satisfaction, is facing challenges due to management decisions prioritizing profits over customer experience. The conversation delves into the importance of employee engagement, the impact of negative cues in customer interactions, and the need for businesses to maintain a customer-centric approach to thrive in a competitive market. Takeways: Southwest Airlines was once a leader in customer service. The airline's profitability has declined due to management decisions. Happy employees lead to happy customers. Negative cues can significantly impact customer experience. The language used in customer interactions matters. Management's paranoia can lead to overly strict policies. Companies built on customer experience tend to outperform others. The tone of voice in customer service is crucial. Southwest's shift from open seating to assigned seating reflects broader industry trends. Customer service strategies must evolve to maintain relevance. Chapters: 00:00Introduction and Overview of Customer Service Revolution 02:00The Evolution of Southwest Airlines 04:18Profitability and Customer Experience 09:25Negative Cues in Customer Service 16:45Conclusion and Final Thoughts This episode is sponsored by Fin. Learn more at Links: https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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221: Creating Memorable Experiences - The Alpin Haus Journey
09/11/2025
221: Creating Memorable Experiences - The Alpin Haus Journey
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 Experience Executive Academy (CXEA), and the continuous improvement mindset that drives Alpenhaus forward. Katie offers valuable advice for newcomers to the customer experience field, emphasizing the need to start small and focus on pain points. Takeways: Alpenhaus has evolved from a ski shop to a diverse outdoor retailer. Customer experience is woven into the fabric of Alpenhaus. Tools and processes are essential for delivering great customer experiences. Engaging employees through videos and role-playing enhances service standards. Recognition of employees for service excellence is crucial. CXEA provided valuable insights and tools for success. Continuous improvement is necessary for maintaining high standards. Internal communication plays a key role in reinforcing customer experience. Anecdotes of exceptional customer service highlight the company's commitment. Starting with small, manageable changes can lead to significant improvements. Chapters: 00:00Introduction to Alpin Haus and Its Journey 02:41The Importance of Customer Experience 05:22Tools and Processes for Success 08:13Engaging Employees in Customer Experience 11:23Recognition and Awards for Service Excellence 14:05The Impact of CXEA on Alpenhaus 16:54Continuous Improvement in Customer Experience 19:30The Role of Internal Communication 22:25Anecdotes of Customer Service Success 25:08Future Plans for Customer Experience 28:02Advice for Newcomers to Customer Experience Links https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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220: Transforming the Donor Experience at Gulf Coast Blood
09/04/2025
220: Transforming the Donor Experience at Gulf Coast Blood
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 significant impact of a strong donor experience on saving lives and sustaining organizational growth. "Great donor experience helps save lives." Chapters: 00:00Introduction to the Experience Revolution 01:58Growth in Donor Experience at Gulf Coast Blood 06:32Impact of Empathy on Donor Retention 09:25Challenges in Donor Retention and Engagement 12:14Leadership Changes and Sustaining Initiatives 14:08Integrating Customer Experience into Training 17:07Celebrating Donor Milestones 18:51Measuring Success with NPS 22:26Using NPS for Employee Recognition 33:09Conclusion and Future Outlook
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219: How to Create a Recruiting Experience That Draws Top Talent
08/28/2025
219: How to Create a Recruiting Experience That Draws Top Talent
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, particularly regarding work-life balance, and previews upcoming workshops aimed at improving recruitment and onboarding practices. Takeaways Employee experience directly impacts customer experience. 82% of managers are accidental managers, lacking training. Transforming internal culture can lead to better customer service. Companies must focus on consistent management practices. Recruiting processes should reflect company culture and values. Onboarding is a critical opportunity for engagement. Work-life balance is increasingly important for employees. Organizations need to proactively manage their culture. Effective training for managers is essential for retention. Creating a memorable experience starts from the first contact. Sound Bites "82% of managers are accidental managers." "Two minutes to 12 seconds is a big difference." "We want to be selective in our hiring." Chapters 00:00Introduction to Customer Experience and Employee Engagement 01:58The Need for Employee Experience Revolution 05:01Transforming Customer Experience through Employee Engagement 09:36Attracting and Retaining Top Talent 13:58The Importance of a Positive Recruiting Experience 17:39Creating Growth Opportunities for Employees 22:26The Importance of Structured Training 24:17Creating a Memorable Recruiting Experience 27:06Attracting Candidates: Company Culture and Reputation 31:04Work-Life Balance and Generational Expectations 34:18Enhancing the Onboarding Process 37:35Applying Recruitment Strategies to Educational Institutions Links https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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218: How to Create an Above and Beyond Culture
08/21/2025
218: How to Create an Above and Beyond Culture
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 to inspire and motivate employees. Takeaways 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 https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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217: How to Become Your Clients Trusted Business Partner
08/14/2025
217: How to Become Your Clients Trusted Business Partner
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. AI is reshaping the workforce, but human interaction remains essential. Boreout is a significant issue in remote work environments. Building strong client relationships is crucial for business success. Being a trusted partner means being committed to clients' success. Effective communication is key to maintaining employee engagement. AI can enhance efficiency but should not replace human connection. Understanding clients' goals can lead to better partnerships. Transparency in communication fosters trust with clients. The ABCs of business have shifted from closing deals to building connections. Chapters: 00:00Introduction and Summer Heat 00:48DoorDash Tipping Controversy 05:38AI Automation and Job Displacement 11:42Burnout vs. Boreout in the Workplace 15:39Engaging Employees in the Modern Workplace 16:57The Impact of AI on Jobs 17:56Creativity and Conversation in the Age of Technology 19:13Building Trust: The Bomb Shelter Concept 21:56Becoming an Indispensable Partner 23:48Transparency and Difficult Conversations 25:01Being a Resource Broker for Clients 26:27Educating vs. Selling: A New Approach 29:42Commitment to Client Success 31:52The Shift from Closing to Connecting Links https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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216: Is Consulting the Big Con?
08/07/2025
216: Is Consulting the Big Con?
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 others. Takeaways The importance of social interactions for young adults today. Customer experience in America is declining, with a need for improvement. Consulting should focus on co-creation and capability building. Identifying red flags in consulting relationships is crucial for success. Executive sponsorship is vital for the success of consulting projects. The zip code a child is born into is a significant indicator of their future success. Consultants should ask the right questions to uncover real issues. Creating systems for people, not just for companies, is essential. Leaders play a critical role in shaping company culture and customer experience. Making a difference in the community is a responsibility of leaders. Chapters 00:00Weekend Reflections: Family and Connection 03:36The Kindness Recession: A Decline in Happiness 07:14Rethinking Consulting: Beyond Transactional Relationships 10:05The Importance of Industry Knowledge in Consulting 12:10Transactional Relationships vs. True Partnerships in Consulting 16:17Creating Capability Over Dependency in Consulting 21:04The Role of Co-Creation in Consulting Projects 23:30Evaluating Consultants: Red Flags to Watch For 27:46The Customer Experience Executive Academy: Building Internal Expertise 33:16The Role of Leadership in Consulting Success 35:59Living an Extraordinary Life: Making a Difference Links https://believeindreams.org/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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215: Understanding the Gen Z Gaze
07/31/2025
215: Understanding the Gen Z Gaze
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 reflects a struggle with social interactions. Every generation shows a decline in customer service skills. Technology has led to fewer face-to-face conversations. AI in hiring may overlook essential human qualities. Curiosity and listening skills are teachable. Loneliness is a growing epidemic across all age groups. Hiring for personality is crucial for customer service roles. Training is essential for developing interpersonal skills. Cultural factors influence social behavior and interactions. The importance of personal connections in a digital age. Chapters 00:00Introduction to the Customer Service Revolution 02:39The Gen Z Stare and Its Implications 05:14Generational Differences in Customer Service 07:41The Role of AI in Hiring and Training 10:17Teaching People Skills to Younger Generations 12:38Navigating Personal Interactions in a Digital Age 15:23The Loneliness Epidemic and Its Impact on Society 20:09Generational Perspectives on Technology and Communication 23:56Skills That Matter: Interviewing for the Right Traits 24:42The Importance of Service Aptitude in Customer Service 29:11Hiring vs. Training: What Matters More? 34:03Cultural Influences on Customer Interaction Related blogs https://thedijuliusgroup.com/051425-training-genz/ https://thedijuliusgroup.com/071625-great-gen-z-gaze/ : https://thedijuliusgroup.com/040225-can-introverts-provide-customer-service/ : https://thedijuliusgroup.com/031925-relationship-disadvantaged-genz/ Links https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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214: From Struggles to Success: John's Journey, Part 2
07/24/2025
214: From Struggles to Success: John's Journey, Part 2
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, 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. Takeaways John struggled with college and faced academic probation. His realization about college was tied to marketability. Working at UPS changed his life and provided stability. He walked onto the baseball team despite previous struggles. John's GPA improved significantly, allowing him to play baseball. He learned valuable lessons from managing a baseball team. His entrepreneurial journey began with a desire to own a business. John emphasizes the importance of luck in his success. He founded Believe in Dreams to support disadvantaged youth. John reflects on the balance of luck and hard work in his life. Chapters Part 2 (episode 214) 00:00Academic Struggles and Realizations 01:32The Turning Point: A Job at UPS 06:17The Walk-On Experience: A New Opportunity 11:08The Journey to Graduation 15:33From UPS Driver to Entrepreneur 19:08The Impact of Luck and Hard Work 27:04Giving Back: Believe in Dreams 33:19eservice sign up.mp3 Links https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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213: From Struggles to Success: John's Journey
07/17/2025
213: From Struggles to Success: John's Journey
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. Takeaways John's childhood was marked by the absence of his father. He struggled academically but found solace in sports. Sports played a crucial role in developing his leadership skills. Working at UPS provided him with financial stability and discipline. He walked on to play college baseball after years away from the sport. John's experiences shaped his entrepreneurial mindset. He emphasizes the importance of luck in his success. Giving back to the community is a core value for him. He learned valuable lessons from his family dynamics. John's journey highlights resilience and determination. Chapters Part 1 (episode 213) 00:00Introduction to Customer Service Revolution Podcast 02:37John's Early Life and Family Background 05:03The Impact of Family Dynamics on John 07:35School Challenges and Academic Struggles 10:05The Role of Sports in John's Life 12:30Navigating High School and Early Career Aspirations 15:00The Journey Through College and Entrepreneurship 17:59Developing Leadership Skills Through Sports 20:29Reflections on Personal Growth and Identity 30:49Academic Struggles and Realizations Part 2 (episode 214) 33:41The Turning Point: A Job at UPS 39:00The Walk-On Experience: A New Opportunity 44:28The Journey to Graduation 49:28From UPS Driver to Entrepreneur 53:24The Impact of Luck and Hard Work 01:02:09Giving Back: Believe in Dreams Links https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia Contacts: Lindsey@thedijuliusgroup.com , Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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212: The Art of Listening
07/10/2025
212: The Art of Listening
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 Listening is a critical skill in customer service and leadership. Curiosity drives better conversations and deeper connections. Effective listening requires patience and the ability to let others finish their thoughts. Leaders should speak last to empower their teams and encourage open dialogue. Avoid multitasking during conversations to show respect and engagement. Asking probing questions enhances the quality of discussions. Listening like you're wrong can lead to better understanding and service recovery. Being a trampoline, not a sponge, fosters more engaging conversations. Everyone has a story that can provide valuable insights. Creating a reality distortion field can help teams achieve extraordinary results. Chapters 00:00Introduction to Customer Experience and DoorDash's New Policy 05:09The Art of Listening: Self-Assessment and Improvement 09:30Keys to Becoming a Great Listener 14:48The Difference Between Being a Sponge and a Trampoline 20:08Conversation Nevers and Always: Enhancing Listening Skills 22:15Understanding the Ford Concept 23:13The Impact of Call Waiting on Communication 24:41The Importance of Speaking Last in Meetings 29:22The Art of Listening and Its Challenges 38:06Living an Extraordinary Life through Curiosity Links Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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211: Building Empathy Using a Day in the Life Video
07/03/2025
211: Building Empathy Using a Day in the Life Video
Day in the life Summary In this episode, Denise Thompson and John DiJulius discuss various themes surrounding age, happiness, and the importance of kindness in society. They delve into the findings of the World Happiness Report, highlighting the decline in happiness in the US and the specific struggles faced by young adults. The conversation shifts to the significance of empathy and compassion in customer service, emphasizing the need for organizations to understand their customers better. John introduces the concept of 'Day in the Life' videos as a tool to foster empathy among employees and improve customer interactions. The episode concludes with insights on workshops and resources available for enhancing customer experience. Takeaways The US is experiencing a kindness recession, impacting overall happiness. Young adults in the US report the lowest levels of happiness. Empathy and compassion are essential in customer service interactions. 'Day in the Life' videos can help employees understand customer experiences better. Creating empathy within organizations can lead to improved customer service. Workshops can provide actionable strategies for enhancing customer experience. Understanding customer avatars is crucial for effective service delivery. The importance of personal connections in business interactions cannot be overstated. Purpose-driven work is increasingly important for younger generations. Chapters 00:00Celebrating Milestones and Reflections on Age 03:10The World Happiness Report and Kindness Recession 04:56Understanding Young Adults' Happiness Crisis 07:13The Importance of Kindness and Compassion 09:21Creating Empathy Through 'Day in the Life' Videos 14:47Implementing Empathy in Customer Interactions 19:27Crafting Effective 'Day in the Life' Videos 24:13Using Videos for Training and Recruitment 28:26Upcoming Workshops and Resources 31:07CSR_ShowClose.mp3 Links : https://thedijuliusgroup.com/wp-content/uploads/2025/07/Day-in-the-Life-Template.xlsx https://www.youtube.com/watch?v=erbjQ7VF4mU Contacts to create Day in the Life Video: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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210: The Power of Customer Experience Action Statements
06/26/2025
210: The Power of Customer Experience Action Statements
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 over time and the role of kindness in enhancing customer experiences. Takeaways The Customer Experience Action Statement is crucial for employee engagement. It should be actionable and measurable for effective implementation. The three pillars of the action statement are expertise, human interaction, and above and beyond service. Creating a customer experience action statement involves collaboration and clarity. Sustaining the action statement requires ongoing training and reminders. Kindness plays a vital role in customer interactions and overall experience. Companies should focus on making every moment matter for their customers. The action statement should be visible to employees but not advertised to customers. Regularly refreshing the action statement keeps it top of mind for employees. Customer experience is a continuous journey, not a one-time initiative. Chapters 00:00Introduction to Customer Experience Revolution 01:56Understanding the Customer Experience Action Statement 06:52The Structure of the Customer Experience Action Statement 11:02Examples of Effective Customer Experience Action Statements 16:13Implementing and Sustaining the Action Statement 20:53The Importance of Keeping It Top of Mind 24:44Final Thoughts on Kindness and Customer Experience Links https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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209: Achieving NPS Growth Through Client Engagement
06/19/2025
209: Achieving NPS Growth Through Client Engagement
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 commitment to improvement and the daily efforts required to maintain high standards in customer service. Takeaways Victor Aranda leads the 'Moments Matter' initiative at KeyBank. The initiative focuses on client and teammate experience. KeyBank's NPS score increased from 57 to 85 in four years. An ambassador program was created to empower leaders across the organization. Sustaining momentum is crucial for long-term success. Emotional connections with clients lead to increased loyalty. The initiative is embedded in onboarding and daily operations. Inconsistency in service is a major challenge to overcome. Continuous improvement is a core value at KeyBank. Celebrating small wins helps maintain motivation and focus. Chapters 00:00Introduction to Moments Matter 02:09Understanding the Moments Matter Framework 05:06Success Metrics and NPS Growth 09:41Implementation Strategies and Ambassador Program 17:35Sustaining Momentum and Consistency 26:10Creating a Competitive Advantage 30:31Emotional Connections and Client Experience 34:45The Daily Commitment to Improvement Links https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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208: Building Relationships in the Digital Age
06/12/2025
208: Building Relationships in the Digital Age
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 foster a culture that values meaningful relationships, both internally among employees and externally with customers. In this episode, John DiJulius III and Denise Thompson explore the importance of curiosity in conversations, the significance of personal touches in business relationships, and the philosophy of pursuing greatness. They discuss how focusing on others, listening actively, and finding gifts in every interaction can lead to stronger connections and greater success in both personal and professional realms. Takeaways URX stands for 'You Are the Experience' and emphasizes the importance of employee engagement. Technology is easily replicable, but the human experience is unique to each business. Companies must prioritize training in people skills for all generations. Younger generations are often 'relationship disadvantaged' due to technology. In-person interactions are crucial for developing people skills. Loneliness affects all generations, not just the young. Social media contributes to a decline in real-life social skills. Employers play a key role in teaching connection skills to employees. The Ford method (Family, Occupation, Recreation, Dreams) helps build rapport. Making meaningful connections can significantly impact personal and professional lives. Focus on the other person to build rapport. Curiosity is key in conversations. Listening is more important than talking. Personal touches can enhance business relationships. Gifts in conversations can strengthen connections. Pay attention to details shared by others. Interrupting can hinder effective communication. Avoid stealing someone's thunder in conversations. Pursuing greatness requires more than just doing your best. Achieving greatness is a continuous journey. Chapters 00:00The Importance of Experience in Business 04:07Building Relationships in the Workplace 09:52The Impact of Technology on People Skills 15:02Teaching Connection Skills in the Workplace 27:35The Journey to Career Choices 30:55The Art of Curiosity in Conversations 34:52Incorporating Personal Touch in Business 38:19Finding Gifts in Every Conversation 42:13The Philosophy of Pursuing Greatness Links https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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207: Customer Bill of Rights
06/05/2025
207: Customer Bill of Rights
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 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 00:00Introduction and Personal Updates 02:06Turning Negatives into Positives in Customer Experience 10:07Understanding the Customer Bill of Rights 17:47Implementing Nevers and Always in Customer Service 25:33The Importance of Consistency in Customer Interaction 28:10Transparency and Communication in Service 29:05Establishing Professional Standards 30:36The Power of Basics in Customer Service 32:21Rolling Out Service Standards Effectively 35:51Maintaining Awareness of Service Standards 39:50Creating a Fun and Engaging Work Environment 42:49Living an Extraordinary Life and Its Impact Links https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/project/exea/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/
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206: The Key to Keeping Your CX TOMA
05/29/2025
206: The Key to Keeping Your CX TOMA
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 client experience What did Key do to transform their client experience What was the return on investment for Key How did Key keep the client experience momentum going years after Chapters: 00:00Celebrating 200 Years of KeyBank 02:50The Journey to Client Experience Excellence 06:12Moments Matter: A Framework for Success 09:04Recruitment and Retention Strategies 11:46Measuring Success: KPIs and Results 15:02Consistency in Customer Experience 17:46Building a Culture of Recognition 21:08Challenges of Maintaining Momentum 23:56Connecting Purpose with Client Experience 26:53The Importance of Emotional Connection 30:12Sustaining Momentum in Client Experience 33:05Collecting and Sharing Moments That Matter 35:59The Power of Small Gestures 38:48Conclusion and Reflections Links https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/project/exea/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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205: Secret Service - The Power of Personalizing Service, Part 2
05/22/2025
205: Secret Service - The Power of Personalizing Service, Part 2
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 CRM systems can enhance customer relationships. Listening to customers can reveal valuable insights. Sending personalized follow-ups shows genuine care. The 'Ford' method helps in remembering client details. Creating a community around your service fosters loyalty. The evolution of customer service terminology reflects industry growth. Memorable experiences can significantly impact customer loyalty. Secret Service techniques can differentiate your business. Chapters 00:00Welcome and Introduction to Customer Experience 01:11Building Personal Connections with Clients 05:21Understanding Client Goals and Interests 09:41The Importance of Data Entry and CRM Systems 14:14Creating a Community Through Customer Relationships 21:49The Evolution of Secret Service to Customer Service Revolution Links https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/project/exea/ https://thedijuliusgroup.com/resources/ https://thedijuliusgroup.com/x-commandment-methodology/ https://thedijuliusgroup.com/membership/ tdg.click/claudia https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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