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