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!
info_outline
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.
/episode/index/show/thecustomerservicerevolution/id/36736930
info_outline
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.
/episode/index/show/thecustomerservicerevolution/id/36630305
info_outline
204: Secret Service - The Power of Personalizing Service, Part 1
05/15/2025
204: Secret Service - The Power of Personalizing Service, Part 1
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of customer experience, particularly in the context of the Customer Experience Executive Academy. They explore how businesses can navigate economic uncertainty by focusing on enhancing customer experiences. John shares insights on the concept of 'Secret Service' in customer service, emphasizing the need for personalized interactions and systems that recognize customer loyalty. The conversation also touches on the role of AI in improving customer service and the importance of creating a memorable experience for every customer. In this conversation, John and Denise explore the importance of building personal connections with clients through effective communication and understanding their goals. They discuss the significance of utilizing CRM systems to track client information and the role of team collaboration in enhancing customer experiences. The discussion also highlights the evolution of the Secret Service concept into a broader Customer Service Revolution, emphasizing the need for businesses to create communities and foster relationships with their clients. Takeaways The Customer Experience Executive Academy fosters a strong community among leaders. Doubling down on customer experience is crucial during economic uncertainty. Secret Service is about making customers feel recognized and valued. Visual triggers can enhance customer recognition in service industries. Personalized service is key to creating unforgettable experiences. AI can assist in providing personalized customer interactions. Understanding customer journeys is essential for effective service delivery. Different industries can adapt Secret Service principles to their context. Customer loyalty can be enhanced through effective database management. Building personal connections enhances client relationships. Utilizing AI can help in remembering client details. Understanding client goals is crucial for personalized service. Data entry in CRM systems is essential for effective communication. Creating a community around clients fosters loyalty. Secret Service techniques can differentiate businesses. Employees benefit from making clients feel valued. Regular updates in CRM systems improve service quality. Team collaboration enhances customer experience. The evolution from Secret Service to Customer Service Revolution reflects changing business needs. Chapters 00:00 Welcome and Introduction to Customer Experience 02:59 The Customer Experience Executive Academy 05:50 Navigating Economic Uncertainty in Customer Experience 08:55 Understanding Secret Service in Customer Experience 11:54 Implementing Secret Service Systems 14:56 Adapting Secret Service Across Industries 18:11 Utilizing Databases for Personalized Service 21:04 The Role of AI in Enhancing Customer Experience 29:16 Building Personal Connections with Clients 35:04 Understanding Client Goals and Interests 40:09 The Importance of Data Entry and CRM Systems 45:31 Creating a Community Through Customer Relationships 54:26 The 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.
/episode/index/show/thecustomerservicerevolution/id/36552615
info_outline
203: Why Customers Are Revolting
05/08/2025
203: Why Customers Are Revolting
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically successful brands like Starbucks and Southwest Airlines, which have recently struggled. They emphasize the need for businesses to understand their customers' perspectives and the value of mystery shopping to gain insights. The episode concludes with a discussion on the pursuit of greatness in business and the commitment required to achieve it. Takeways Bankruptcy often affects companies with poor customer service. The experience gap leads to customer dissatisfaction. Customers are revolting against companies that fail to deliver value. Amazon excels in convenience and customer experience. Great customer experience is not guaranteed; companies must stay vigilant. Mystery shopping can provide valuable insights into customer experience. Understanding the customer's viewpoint is crucial for businesses. Pursuing greatness requires commitment and effort. Most people are not willing to do what it takes to be great. Greatness is a choice, not a given. Chapters 00:00Bankruptcy and Customer Service Failures 03:00The Experience Gap and Customer Revolt 06:01The Importance of Customer Experience 09:01Internal and External Customer Experience 11:57Mystery Shopping and Customer Insights 14:47Pursuit of Greatness in Business 18:14Choosing Greatness and Its Challenges Links 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.
/episode/index/show/thecustomerservicerevolution/id/36461615
info_outline
202: Trust Matters More Than Ever
05/01/2025
202: Trust Matters More Than Ever
Summary In this conversation, Dr. David Horsager, a leading authority on trust, discusses the critical role of trust in leadership and business. He emphasizes that trust is not just a soft skill but a fundamental component that affects the bottom line. The discussion covers the historical context of trust, the shift towards personal trust in the digital age, and practical tools for measuring and building trust within organizations. Dr. Horsager introduces the eight pillars of trust and highlights the importance of clarity and humility in fostering trust. The conversation concludes with actionable insights for leaders to enhance trust in their teams and organizations. takeaways Trust is a timeless and essential element in business. A lack of trust can be a significant expense for organizations. Trust has shifted from institutional to personal in nature. Measuring trust is crucial for understanding organizational gaps. Clarity is the foundation for building trust. The eight pillars of trust include clarity, compassion, character, commitment, competence, connection, contribution, and consistency. Effective communication is key to establishing trust. Humility plays a vital role in being perceived as trustworthy. Leaders should promise less and focus on delivering what they commit to. Building trust requires actionable tools and frameworks. Chapters 00:00Introduction to Trust and Leadership 02:03The Importance of Trust in Business 05:58Historical Context of Trust 10:06The Shift to Personal Trust 12:01Measuring Trust in Organizations 14:03Building Trust: The Eight Pillars 18:03Clarity as a Foundation for Trust 21:46Practical Tools for Trust Building 25:54The Role of Humility in Trust 30:11Conclusion and Key Takeaways
/episode/index/show/thecustomerservicerevolution/id/36322125
info_outline
201: Navigating Uncertainty: Leadership Strategies for Tough Times
04/24/2025
201: Navigating Uncertainty: Leadership Strategies for Tough Times
Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on employee experience and customer experience as key components of business strategy during challenging times. Takeaways Staff are nervous during economic downturns; leaders must provide certainty. Over-communication is essential to alleviate employee fears. Revisit core values and mission to guide the team. Create a clear, definable goal line for the team. Focus on employee experience to retain talent. Team camaraderie is crucial during tough times. Small team-building activities can boost morale. Avoid doom-scrolling; focus on positive news. Marketing budgets can be reduced if experiences are prioritized. Prepare now for future challenges to recession-proof the business. Chapters 00:00Navigating Staff Uncertainty During Economic Downturns 04:06The Importance of Transparency and Communication 07:01Fostering Team Camaraderie and Morale 09:57Creating a Positive Work Environment Amidst Challenges Links 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.
/episode/index/show/thecustomerservicerevolution/id/36252365
info_outline
200: Indicators of Failing Customer Service: Navigating Customer Service Challenges in a Weak Economy
04/17/2025
200: Indicators of Failing Customer Service: Navigating Customer Service Challenges in a Weak Economy
In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect customer experience often face dire consequences. John emphasizes the need for a Return on Experience (ROX) dashboard to track customer satisfaction and complaints. They also explore common mistakes CEOs make, such as failing to prioritize customer and employee experience training. The conversation highlights the significance of hiring for service aptitude and creating a customer-centric culture through effective training and onboarding. John stresses the importance of executive sponsorship in driving customer experience initiatives and shares insights on how to implement change within organizations. takeaways Customer service is crucial, especially in a weak economy. Sales figures can be misleading indicators of customer satisfaction. Creating a ROX dashboard can help track customer experience metrics. CEOs often neglect the importance of customer experience training. Service aptitude is essential for employees in customer-facing roles. Training should focus on empathy and understanding customer needs. Executive sponsorship is vital for successful customer experience initiatives. Hiring for service aptitude can improve customer interactions. Implementing a customer experience action statement is a key step in enhancing service. 00:00 Celebrating 200 Episodes 02:15 Customer Service in a Weak Economy 08:08 Indicators of Failing Customer Service 15:29 Training for Service Aptitude 22:29 Hiring for Customer Experience 29:15 Creating a Customer Experience Action Statement Links:
/episode/index/show/thecustomerservicerevolution/id/36099595
info_outline
199: Creating a Zero-Risk Customer Experience
04/10/2025
199: Creating a Zero-Risk Customer Experience
summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies for training staff, handling customer complaints, and the significance of service recovery in building customer loyalty. takeaways Zero risk means making it easy for customers to do business. Companies can screw up but must make it right. Anticipating where service failures occur is crucial. Empowering employees leads to better customer satisfaction. Training should focus on common service failure points. Listening to customers is key to resolving complaints. Service recovery can enhance customer loyalty. Celebrating employee successes in customer service is important. Feedback from customers should be documented and analyzed. Understanding customer needs goes beyond their literal questions. Chapters 00:00Introduction to Customer Service Excellence 02:15Understanding Zero Risk Companies 05:51Identifying Common Service Failures 12:21Empowering Employees for Customer Satisfaction 16:03Implementing Effective Recovery Strategies 21:44Learning from Customer Feedback and Complaints Links: 2025 Livestream Workshops, Zero Risk Register now! Presentation Skills Workshop Sign up for our Weekly E-Service Newsletter: The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to subscribe and follow us if you haven’t yet! John DiJulius is considered "The Authority" on customer experience. His keynote presentations have motivated and inspired audiences from Entrepreneurs Organization, YPO, Nestle and Marriott to Chick-Fil-A and many more. His real life stories are lessons long remembered by attendees. Learn more about John and how to book him for your next event at: The DiJulius Group provides Customer Service content, education, consulting, and training, to ensure our clients become the brand their customers and employees cannot live without. If you want happy employees, happy customers and happy shareholders, connect with us: Facebook: LinkedIn:
/episode/index/show/thecustomerservicerevolution/id/35872465
info_outline
198: The Value of Outspoken Employees
04/03/2025
198: The Value of Outspoken Employees
summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys. DiJulius also highlights the significance of investing in employee development, creating a culture of accountability, and understanding the dynamics of employee turnover. The conversation touches on innovative training approaches and the impact of generational differences in the workplace, ultimately advocating for a holistic view of employee experience. takeaways Outspoken employees can provide valuable feedback. Complaining customers act as free consultants. Employee engagement surveys must be acted upon. A strong company culture reduces turnover. Investing in employees leads to better performance. Caring for employees enhances retention. The Disney boss concept highlights superficial engagement. Emotional intelligence is crucial in leadership. New employees often feel lost and unsupported. Understanding turnover helps improve hiring practices.
/episode/index/show/thecustomerservicerevolution/id/35827765
info_outline
197: Structuring Your Presentations for Maximum Impact
03/27/2025
197: Structuring Your Presentations for Maximum Impact
Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers. The conversation also covers the effective use of slides and the significance of storytelling in making presentations memorable. In this conversation, John DiJulius and Denise Thompson explore the art of storytelling in presentations, emphasizing its importance in engaging audiences. They discuss the elements of effective storytelling, including the roles of villains, victims, and heroes, and how these components can transform a presentation. DiJulius shares insights on overcoming the fear of public speaking and the significance of preparation and practice. The discussion also highlights the value of presentation skills training and how it can lead to significant improvements in one's speaking abilities. Takeaways: The energy and engagement of the audience enhance the presentation. Icebreakers are crucial for capturing audience attention. Structuring a presentation into five key elements improves effectiveness. Customization of presentations is essential for audience relevance. Effective presentations require significant preparation time. Storytelling is a powerful tool for memorable presentations. Visuals should enhance the message, not distract from it. The opening and closing of a presentation are critical for impact. Great speakers often use personal stories to connect with the audience. Audience engagement is key to a successful presentation. Storytelling is essential for effective presentations. Data alone is not enough; stories make the content memorable. Every great story has a villain, victim, and hero. Preparation is key to overcoming public speaking fear. Practice presenting regularly to build confidence. Feedback from peers is crucial for improvement. Engaging presentations require a strong opening and closing. Understanding your audience enhances presentation effectiveness. Transformative training can significantly improve presentation skills. The best speakers often repeat and pause for emphasis. Chapters: 00:00Introduction to the Customer Service Revolution Podcast 01:57The Art of Engaging Presentations 05:01The Importance of Icebreakers 08:09Structuring a Presentation for Impact 10:13Customization in Presentations 13:04Advice for Aspiring Speakers 18:56Effective Use of Slides in Presentations 23:55The Power of Storytelling in Presentations 29:27Crafting Compelling Narratives: Villains, Victims, and Heroes 38:45Overcoming the Fear of Public Speaking 46:17Transformative Presentation Skills Training
/episode/index/show/thecustomerservicerevolution/id/35658320
info_outline
196: Navigating Price vs. Quality in Service
03/20/2025
196: Navigating Price vs. Quality in Service
In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate how customer service can make or break a brand. The conversation highlights the significance of making customers feel important and the impact of training and culture on employee performance. Takeaways Elective medical services prioritize patient experience due to competition on value. Competing on price can lead to poor customer outcomes, especially in critical services. Spirit Airlines poor customer service practices. Southwest Airlines maintains a strong service culture despite industry challenges. Starbucks has faced challenges in maintaining its customer experience focus post-pandemic. Speed of service should not compromise the quality of customer interactions. Creating a culture of service excellence can dramatically improve customer experience. Every customer interaction is an opportunity to seize the moment and enhance experience. Personalization in communication is key to customer satisfaction. Listening with your eyes and making customers feel important is essential for service excellence. Follow John on Facebook: https://www.facebook.com/thedijuliusgroup/ LinkedIn: https://www.linkedin.com/company/the-dijulius-group/ YouTube: https://www.youtube.com/@dijuliusgroup Instagram: https://www.instagram.com/johnrobertdijulius/ Subscribe to The DiJulius Group blog: tdg.click/eservice
/episode/index/show/thecustomerservicerevolution/id/35586185
info_outline
195: The Key to Successful Multi-Location Management
03/13/2025
195: The Key to Successful Multi-Location Management
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of creating consistency in customer service across multiple locations. They explore the challenges businesses face when scaling, the six components of customer experience, and the significance of proof of concept in training. The conversation emphasizes the need for daily habits, technology's role in enhancing customer experience, and strategies for engaging remote teams. They also touch on the importance of continuous improvement and feedback in maintaining high standards of service. Takeaways Creating consistency is crucial when scaling a business. Rapid growth can compromise customer experience. Buttoning up systems is essential for success. Proof of concept helps identify mistakes before a full rollout. Training should be practical and prescriptive. Daily habits keep customer experience top of mind. Engaging remote teams requires innovative communication strategies. Technology can enhance personalization in customer service. Continuous feedback is necessary for improvement. Regular training and updates are vital for all employees. Chapters 00:00Creating Consistency Across Multiple Locations 03:08The Six Components of Customer Experience 05:54Proof of Concept and Training Rollout 09:00Sustaining Customer Experience Training 12:05Daily Habits for Customer Experience 15:05Engaging Remote Teams 18:05Technology's Role in Customer Experience 20:47Continuous Improvement and Feedback 24:03Final Thoughts and Resources Links: The DiJulius Our new best-selling book,
/episode/index/show/thecustomerservicerevolution/id/35486310
info_outline
194: Current CX and EX Happenings
03/06/2025
194: Current CX and EX Happenings
Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer service. DiJulius advocates for comprehensive training that balances operational skills with soft skills to enhance service aptitude across all levels of an organization. Takeaways: Customers are paying for their own experience, not the employees'. Employee mindset directly impacts customer experience. Leaders should not blame younger generations for work ethic issues. Service aptitude is crucial for exceeding customer expectations. Training should focus more on soft skills than just operational processes. Previous life experiences shape service aptitude significantly. Current work experiences are essential for developing service aptitude. Companies must invest in customer experience training. Removing personal interpretations is key to consistent service. Leadership is responsible for cultivating high service aptitude. Links: The DiJulius Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/35441450
info_outline
193: John's Journey Part 2
02/27/2025
193: John's Journey Part 2
Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss the evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today's workforce. John shares insights from his journey in building The DiJulius Group and emphasizes the significance of investing in employee development to foster a strong community and culture. The conversation also touches on the emotional resilience required for entrepreneurship and the challenges faced by younger generations in the workforce. Takeaways: The DiJulius Group was founded on the principles of customer service. Leadership development is crucial for maintaining a strong team. Empathy is a learned skill that can be taught. Investing in employee development leads to better retention and satisfaction. Community building is essential for a successful business. The challenges of entrepreneurship require emotional resilience. Younger generations face unique challenges in developing people skills. Training and development should extend beyond the first six months of employment. Creating a culture of recognition enhances employee engagement. The future of work will require adaptability and continuous learning. Chapters: 00:00The Evolution of the DiJulius Group 01:21Systemizing Customer Service 06:03Building a Consistent Customer Experience 09:34Leadership Development in the Salon Industry 15:11Creating Opportunities and Community 17:15Investing in Employee Well-being 22:24Navigating Uncertainty in Entrepreneurship 26:44Developing Emotional Resilience in the Workforce 33:33Empathy and Communication Skills for Gen Z 35:35The Evolution of Leadership and Business Strategy Links: The DiJulius Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/35430315
info_outline
192: John's Journey
02/20/2025
192: John's Journey
Summary: In this episode, Denise and John discuss John's journey from being an employee at UPS to becoming a successful entrepreneur in the beauty industry. They explore the challenges faced in starting a salon, the importance of customer service, and how John's experiences led him to become a sought-after speaker and consultant. The conversation highlights the evolution of The DiJulius Group and the lessons learned along the way. Takeaways: John always had an entrepreneurial spirit. Their salon was created to improve the industry. Customer service was the key differentiator. Hiring inexperienced staff was a bold strategy. Transitioning to speaking was unexpected but rewarding. The importance of mentorship and learning from others. Building a strong company culture is essential. How The DiJulius Group evolved from speaking to consulting. Lessons learned shaped future business strategies. Chapters: 00:00Welcome and Listener Appreciation 01:49John's Entrepreneurial Spirit and Early Career 05:35The Journey to Opening a Salon 11:09Customer and Employee Experience Focus 15:34Hiring and Training Strategies 21:22Transitioning from Salon Owner to Speaker 29:24The Evolution of the DeJulius Group Links: The DiJulius Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/35341730
info_outline
191: The Hats We Wear
02/13/2025
191: The Hats We Wear
This week, John sits down with his managing partner, Denise Thompson, to discuss her evolution at The DiJulius Group, and what advice she has those who work alongside entrepreneurs.
/episode/index/show/thecustomerservicerevolution/id/35256815
info_outline
190: How to Roll Out Content to Your Teams
02/06/2025
190: How to Roll Out Content to Your Teams
In this episode, we focus on rolling new content out to staff, and our guest is Brenda Larson is the Manager of Learning and Organizational Development for The Community Blood Center. The Community Blood Center is a blood donation center based in Appleton, WI, serving over 40 hospitals and holding over 100 blood drives monthly. With over 200 employees working across multiple locations and shifts, rolling out new content to the entire team was a challenge! Brenda discusses how she created a 90-minute training/overview that she conducted over 39 sessions to ensure all team members learned and understood the new content. She also discusses the pros and cons of holding multiple sessions, with an emphasis on the many pros she realized from this effort. Links: The Customer Service Revolution Podcast The DiJulius Group Leading the Revolution Livestream Workshops Customer Experience Executive Academy Employee Experience Executive Academy Order our best-selling books on the customer & employee experience Register for our 2025 Livestream Workshops!
/episode/index/show/thecustomerservicerevolution/id/35167170
info_outline
189: How to Build Your Personal Brand
01/30/2025
189: How to Build Your Personal Brand
How to build your Personal Brand Chief Revolution Officer, John DiJulius sits down with Rory Vaden, who is the New York Times bestselling author of Take the Stairs. His insights have been featured in the Wall Street Journal, Forbes, CNN, Entrepreneur, Inc, on Fox News national television and in several other major media outlets. As a world-renowned speaker, His Tedx talk has been viewed over 2 million times, he is a 2x World Champion of Public Speaking Finalist and he was recently named as one of the top 100 leadership speakers in the world by Inc Magazine. He is also the Co-Founder of Brand Builders Group where he teaches people to build and monetize a rock solid reputation™. Learn: · What is a personal brand? · How a personal brand applies to experts, entrepreneurs, & executives. · What the three E’s of content creation are. · The best ways to build your credibility in your area of expertise. · Is it better to be a generalist or specialist? Links The DiJulius
/episode/index/show/thecustomerservicerevolution/id/35066655
info_outline
187: Service Recovery
01/23/2025
187: Service Recovery
This week's guest host is Dave Murray. The DiJulius Group’s Vice President of Consulting and co-author of Dave is a master at helping companies create real change that sticks. He excels at communication and easily bridges the gap between your corporate leaders and front-line team members. His passion for building ideal environments can lead your team -as it has his previous clients- toward attaining award-winning customer satisfaction, best place to work achievements and record-breaking profits. He has over 30 years of experience in customer service. His background in the sports and entertainment industry gives him an uncommon understanding of marketplace competition and high expectations. Unflappable and highly respected, Dave Murray is one of today’s leading customer experience strategists. This episode was recorded from a webinar. Learn: Identify and eliminate the biggest risk factors in your service. Negative Cues: Spot and remove cues that create negative perceptions of your brand. Service Defects: Fix the most common places where your company drops the ball. Recovery Systems: Develop recovery processes to handle inevitable service breakdowns, ensuring your customers leave satisfied even when things go wrong. Consistent Complaints Handling: Equip your team with the tools to manage difficult customer interactions smoothly and confidently. Never & Always: Define your non-negotiable service standards. This leads to eliminating service defects, ensuring your customers know what to expect every time, and building trust with consistent delivery. Links: The DiJulius Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/34961650
info_outline
185: Getting Sh*t Done
01/09/2025
185: Getting Sh*t Done
The DiJulius Group Chief Revolution Officer John DiJulius talks with Leslie Shreve Founder and CEO Productive Day® Workload Management and Productivity Expert, Creator of Taskology® The Science of Getting Things Done. Leslie shows executives how to increase efficiency and productivity by up to 300% in as little as 4 weeks, gain 1-2 hours back in their workday—EVERY day, spend up to 50% LESS time in their email Inbox, and make more powerful progress—WITHOUT working nights and weekends. Learn: What’s missing from today’s typical workday strategy and why it will make or break your productivity. How to gain 1-2 hours BACK in your workday—EVERY day—so you can use it more effectively. How to get more accomplished in less time with less stress—no matter how busy you are. How to plan, prioritize, and accomplish tasks faster and easier—without missing, losing, or forgetting anything. The 3 unsuspecting places where time is hiding in the workday and how to get it back. How to get to ZERO in the Inbox and spend up to 50% LESS time on email every day. Why the latest tips, tools, tactics, short cuts, apps, and hacks are holding you back—and what to do about it. Links: The DiJulius Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/34403695
info_outline
184: Forget Customer Surveys; Learn the Real CX KPIs you Should be Measuring
01/02/2025
184: Forget Customer Surveys; Learn the Real CX KPIs you Should be Measuring
Chief Revolution Officer John DiJulius discusses how today customers are suffering from survey fatigue. There may be better ways to measure your customer satisfaction than surveys. John shares the best KPI’s and how every business should have an ROX (Return on eXperience)Dashboard. Learn: What’s wrong with customer surveys Why customer surveys are not the most important thing a company should be measuring What are the top CX metrics you should measure and hold everyone accountable for How to create a ROX (Return on Experience) Dashboard When to use customer surveys Links: The DiJulius Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/34114076
info_outline
183: Q&A with John DiJulius On Leadership
12/19/2024
183: Q&A with John DiJulius On Leadership
Today’s episode is from a live Q&A with The DiJulius Group Chief Revolution Officer John DiJulius, during which he answered questions from business leaders on how to be more effective leaders. Links: The DiJulius Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/34146740
info_outline
182: Developing Your Team Members
12/12/2024
182: Developing Your Team Members
The DiJulius Group Chief Revolution Officer John DiJulius talks with Dr. Nathan Unruh. Dr. Nathan Unruh is a visionary leader and successful entrepreneur dedicated to enhancing people’s lives. With decades of experience in the chiropractic field, he has expanded his reach to start a diverse range of businesses. He is a respected author, coach, speaker, and consultant. He is known for his unique perspective and innovative approach to business. Learn: · What are the core elements of a successful professional development system, and how do they directly influence a company’s employee engagement and employee retention? · What common mistakes do organizations make when it comes to people development, and how can they avoid these pitfalls? · How does investing in the growth of employees translate into tangible benefits for customer relationships and loyalty? Links The DiJulius Our new best-selling book,
/episode/index/show/thecustomerservicerevolution/id/34107021
info_outline
188: Be A Warrior In Business
12/09/2024
188: Be A Warrior In Business
In this episode, John welcomes NIP & RITA SINGH, founders of S&A Consulting Group, a global resource management consulting company, and most recently, best-selling authors of a brand new book, Be A Warrior In Business: How To Develop Resilient Organizations and Teams Learn: What it means to “Be A Warrior In Business” Who should read this book What are the key attributes of this book- “Be A Warrior in Business” that make it stand out from everything else that is out there Real-life experiences of Warriors in Business 2. Links The DiJulius Our new best-selling book,
/episode/index/show/thecustomerservicerevolution/id/34355670
info_outline
181: Creating Your Customer Experience Action Statement
12/05/2024
181: Creating Your Customer Experience Action Statement
Creating Your Customer Experience Action Statement Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to create your organization's customer experience action statement (CXAS). Every great customer service company has a defined CXAS that is the NorthStar for what every customer-facing employee should intentionally try to achieve every time they interact with a customer. Learn: How this action statement helps every team member focus on the micro-moments that drive customer loyalty. If your employees only remember one company statement (i.e. mission, purpose, core values, etc.) you want it to be your customer experience action statement What the three pillars should represent that are critical to teach your employees the “how”. Links: The DiJulius Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/34021567
info_outline
180: What is on Your Paper Napkin?
11/21/2024
180: What is on Your Paper Napkin?
What is on your paper napkin? The DiJulius Group Chief Revolution Officer John DiJulius talks with Govindh Jayaraman, a serial entrepreneur for 30+ years, strategic thought leader, bestselling author, and coach for CEOs and entrepreneurs. Govindh has been called “A Modern Day Napoleon Hill” through his Paper Napkin Wisdom platform as he shares the wisdom of the world's top business leaders and innovators. The central premise of “wisdom small enough for a napkin, but big enough to change your world” is the focus of the podcast and his conversations with his guests. Learn: What are the similarities of people who achieved greatness How to be a better leader through curiosity and being a great listener How to identify the greatness in others What techniques do you use to create that safe, introspective space for people to share their insights Links The DiJulius Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/34012642
info_outline
179: Turning Your Contact Center into a Relationship Center
11/14/2024
179: Turning Your Contact Center into a Relationship Center
Dave Murray, VP of Consulting at The DiJulius Group, discusses three ways to turn your current contact center into a center focused on building and maintaining customer relationships. Here are the three things we need to focus on: Finding Negative Cues—Negative cues exist everywhere when it comes to customer experience, but especially in contact centers. We will discuss where they hide, how to identify them, and how to eliminate them. Gathering Customer Intelligence – ensuring your team is actively listening and engaging with your customers is vital. We will discuss best practices and systems you can implement so your team is actively engaged in each call. Creating Experiential Standards – in the final step of this session, we will discuss the importance of creating standards that your team members follow to ensure you are delivering a consistent experience to all of your customers. These three steps will help you create a relationship center in your organization. Links The DiJulius Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/33820458
info_outline
178: The Man in the Red Bandana
11/07/2024
178: The Man in the Red Bandana
John DiJulius, Chief Revolution Officer, interviews Matthew J. Weiss, a lawyer, entrepreneur, filmmaker, public speaker, and author. In 2006, Weiss heard a story about an incredible hero who would transform his life. This led him on a six-year journey to make his award-winning film Man in Red Bandana. Learn: How Matt went from lawyer to filmmaker What is the story behind the Man in the Red Bandana documentary What can we learn from Welles Crowther Links: Connect with Matthew on LinkedIn: Man in the Red Bandana The DiJulius Livestream event Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/33379737
info_outline
177: Becoming, and Excelling as, a CXO
10/30/2024
177: Becoming, and Excelling as, a CXO
In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to a world-class level of client experience, but she has also championed World-Class Customer eXperience Trained (WCCXT) certification for an elite group of 280 companies and created the first-ever CX peer and accountability group that is complemented by continuing education sessions with The DiJulius Group. Learn: How Debi prepared to become a CXO How she gets executive buy-in around CX How she gets department buy-in around CX What Debi has accomplished as the CXO How Debi & TMT built a CX certification program for their clients to go through What advice Debi would give to an emerging CXO Links: The DiJulius Livestream event Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/33379537
info_outline
176: Selling as an Experience
10/24/2024
176: Selling as an Experience
Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to make sellilng as an experience. Today is all about sameness. Every company, every sales person, account executive says the same thing. We have the best product, we are the smartest, we provide the best customer service and support. When everyone says the same thing and customers can’t tell the difference between your company and your competition, it comes down to the lowest price. Price is something you offer when you have nothing else to distinguish yourself Learn: How to stand out in today’s commoditized sameness What the Selling as an Experience Formula is How to truly build a relationship and be a resource your clients can’t imagine life without How to create a value proposition that will shock your client How to educate versus sell How to make price irrelevant Links: The DiJulius Livestream event Our new best-selling book, Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
/episode/index/show/thecustomerservicerevolution/id/33379247