Shows
Customer Service Revolution200: Indicators of Failing Customer Service: Navigating Customer Service Challenges in a Weak EconomyIn 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...2025-04-1736 min
Customer Service Revolution198: 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.2025-04-0334 min
Customer Service Revolution197: 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...2025-03-2742 min
Customer Service Revolution196: Navigating Price vs. Quality in ServiceIn 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...2025-03-2032 min
Customer Service Revolution194: 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 e...2025-03-0618 min
Customer Service Revolution193: 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 G...2025-02-2742 min
Customer Service Revolution192: 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 s...2025-02-2037 min
Customer Service Revolution185: Getting Sh*t DoneThe 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 productivit...2025-01-0937 min
Customer Service Revolution184: Forget Customer Surveys; Learn the Real CX KPIs you Should be MeasuringChief 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...2025-01-0234 min
Customer Service Revolution183: Q&A with John DiJulius On LeadershipToday’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 Customer Service Revolution Podcast 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...2024-12-1920 min
The Business Owner's JourneyJohn DiJulius and Nick Berry Discuss How All Business Problems Are Leadership ProblemsThe '12 Days of Business' Mini-SeriesDay 5: John DiJulius and Nick Berry Discuss How All Business Problems Are Leadership ProblemsGet all '12 Days of Business' here.Episode Summary: In this insightful conversation, Nick Berry interviews John DiJulius, president of The DiJulius Group and a global authority on world-class customer and employee experience. John breaks down the biggest challenge in business leadership: how unprepared “accidental managers” can sabotage team morale. He also explains why leadership today demands two previously overlooked skills: managing remote staff and addressing employee mental health. John’s prac...2024-12-1807 min
Customer Service Revolution182: Developing Your Team MembersThe 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 employe...2024-12-1244 min
Customer Service Revolution181: Creating Your Customer Experience Action StatementCreating 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...2024-12-0546 min
Customer Service Revolution180: 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 simi...2024-11-211h 06
Customer Service Revolution178: The Man in the Red BandanaJohn 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: https://www.linkedin.com/in/matthewweiss/ Man in the Red...2024-11-0742 min
Customer Service Revolution176: Selling as an ExperienceChief 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...2024-10-2449 min
Customer Service Revolution175: Training Your Employees on the Critical Soft Skills Needed TodayChief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to train your employees on critical soft skills. We are living in the “digital disruption era” in which technology has provided us with unprecedented advances, information, knowledge, instant access, and entertainment. However, as convenient as these advances make our lives, they have also changed how we communicate, behave, and think, leading to a dramatic decline in our people skills. Learn: How to train your entire organization on the emotional superpowers: Authenticity Love People Listening Curiosity Empathy Happ...2024-10-1727 min
Customer Service Revolution174: How to Create a Customer Service Revolution in PolicingChief Revolution Officer John DiJulius talks with Sandy D’Elosua Vastola, CX project lead for Charlotte-Mecklenburg Police Department. She was instrumental in helping Charlotte PD creating a cx revolution in law enforcement which is now being copied by police departments throughout the US. She is an alumni of the Customer Experience Executive Academy 2021 and she won the 2022 Customer Experience Executive of the Year. Learn Why the Charlotte Police Department felt the need to become the Chick-fil-A of law enforcement. How Sandy handled all the enormous obstacles along the way How to avoid making your CX...2024-10-1044 min
Customer Service Revolution173: Rewiring Your Brain for Peak Focus & ProductivityChief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create focused, resilient, and collaborative teams that can move projects forward with less stress and drama. Learn: How can leaders help employees with their mental well being How can leaders deal with all the things they have on their plate, chaos, and still be healthy. You say fine is a 4 letter...2024-10-0339 min
Customer Service RevolutionCSR EP172: HR Like a Boss with John Bernatovicz In this week's episode, Chief Revolution Officer John DiJulius sits down with John Bernatovicz who is an entrepreneur, podcast host, speaker, HR advocate, and author of HR like a Boss. Learn · How John got into the HR world · How john defines HR · Why he wrote HR Like a Boss · The cornerstones of LOVE and OWNERSHIP to do HR Like a Boss. · Why do human resources professionals dislike recruiting so much · 2024-10-0229 min
Customer Service Revolution171: Becoming a FreakChief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution conference. Learn · What the Freak Factor really means · Why our school systems don’t always recognize a child’s true potential · Why we need to help people lean into their uniqueness versus reducing it · How can we be better parents · How can we be better leaders · What is more important goals & motivation or disciplin...2024-09-1848 min
Customer Service Revolution170: Leading Gen Z'sIn this episode, Chief Revolution Officer John DiJulius talks with Brian Polian. After 25 years of coaching football at the highest levels at such places as Notre Dame, LSU, Stanford, and Texas A&M, Brian stepped back from the coaching ranks and came back to his alma mater, John Carroll University, as the Vice President of Athletic sand National Engagement. He is the author the book Coaching and Teaching Generation Z: Honor the Relationships. He is now sharing his experiences in leadership, high performance organizations, and working with young people to help others connect, command, and lead more effectively. 2024-09-1158 min
The Business Owner's JourneyJohn DiJulius: Elevating Customer and Employee Experience to World-Class StandardsFull Episode Page: John DiJulius: Elevating Customer and Employee Experience to World-Class StandardsEpisode Summary: In this episode of The Business Owner’s Journey, Nick Berry interviews John DiJulius, the expert on world-class customer and employee experiences. John shares his journey from starting a salon with his wife to becoming a sought-after speaker and consultant, working with top brands like Starbucks and Chick-fil-A. He discusses the importance of personalized customer service and how to deliver memorable experiences that build loyalty. John also dives into the employee experience revolution, explaining how great leadership can transform workplace culture, reduce tu...2024-09-1141 min
Customer Service Revolution166: Tearing Down Silos by Building Collaboration Across DepartmentsOn this episode of The Customer Service Revolution, uncover the secrets to building a thriving internal culture with John DiJulius and Dave Murray. Learn how breaking down organizational silos can transform your workplace into a cohesive, efficient powerhouse. Using real-world examples from Intermountain Healthcare, we'll show you how effective leadership and a strong internal culture can lead to happier employees and more satisfied customers, driving long-term profitability. Gain actionable strategies for fostering teamwork and communication across departments, making your organization a model of collaboration. We also explore the complexities of internal communication, especially in today's...2024-07-3145 min
Customer Service Revolution164: Creating an Employee Experience That Retains ThemWhat if creating an exceptional employee experience could transform your company and drastically reduce turnover? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray uncover the key strategies that make a workplace irresistible. From nurturing a culture of gratitude and training the whole person to helping employees discover their “ikigai,” or purpose, we discuss how these efforts can boost job satisfaction and create a committed workforce. We dive deep into the impact of employee engagement on organizational success. Highlighting the dangers of treating employees simply as hourly workers, we examine the rippl...2024-07-1750 min
Customer Service Revolution162: ACHIEVING CUSTOMER AMAZEMENT StudyCan frontline employees truly revolutionize customer service? On this episode of The Customer Service Revolution, we uncover the insights shared by shuttle bus drivers in a unique focus group, revealing the crucial role of those on the frontlines in gathering and acting on customer feedback. John DiJulius, Chief Revolution Officer, emphasizes the power of regular focus groups with customer service representatives to continuously enhance service quality. We also welcome renowned customer service expert Shep Hyken, who shares groundbreaking findings from his latest research study, Achieving Customer Amazement (ACA). John and Shep’s conversation dives deep in...2024-06-2645 min
Customer Service Revolution160: Creating a Recruitment ExperienceCan the way you treat job candidates transform your organization's success? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray unpack The Employee Experience Revolution, emphasizing how a remarkable recruitment experience can set your company apart. Discover why it's imperative to treat candidates as valued customers and how moving beyond the old-school screening processes can help attract top talent. From offering opportunities for growth and flexibility to fostering a rich company culture, we share insights on creating an engaging and memorable hiring journey. We focus on aligning hiring practices with your...2024-06-1259 min
Customer Service RevolutionThe 8 Things World-Class Experience Organizations Do Consistently Better Than Anyone ElseGet ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius. Listen here → https://thedijuliusgroup.com/csr132 On this episode of The Customer Service Revolution, we’re delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu” in the business landscape. John will also share his thoughts on the crucial role of a strong service recovery process in boosting customer loyalty and the transformative power of purpose in business. John’s...2023-11-1552 minCustomer Service RevolutionHow Leaders Can Be Better StorytellersCapturing an audience's attention can be tricky, particularly in a corporate setting. If you can master the art of storytelling, delivering your message becomes more enjoyable for everyone. If you’re a fan of movies or TV shows, you’ll recognize good storytelling as soon as you hear it. They’re captivating. In a corporate setting, as a leader or speaker, you can borrow some of Hollywood's methods to tell your own stories to craft a memorable message that resonates with your audience. In this episode of The Customer Service Revolution, Chief Revolution Officer John DiJuli...2023-04-1229 minCustomer Service RevolutionHow a Serial Entrepreneur Inspires Millenials and Gen Z’sMillennials and Gen Z often get a bad rap, but they may be the best generation to hire. As they’ve watched their parents and grandparents steeped in hustle culture to stay ahead, it’s given them insight into what they don’t want for their own careers. Their mantra seems to be, “Work smarter, not harder.” While they may not believe in hustling to get where they want to be, millennials and Gen Z value purpose and relationships. They want meaning behind the work they’re doing. And they don’t want their personal relationships to be collateral...2023-03-2944 minCustomer Service RevolutionCreating a Customer Service RevolutionCreating a customer service revolution doesn’t have to be complicated. It’s actually pretty simple. It requires effort and a willingness to view your company and employees from the customer’s perspective. The number-one thing to remember about customer service excellence is that you’re in the customer perception business. It doesn’t matter what you think about your customer service policies and procedures if the customers aren’t in agreement. Why do so many of us overrate the experiences we provide? In this episode of The Customer Service Revolution podcast, you’ll hear John DiJulius...2023-03-1538 minCustomer Service RevolutionWhat I Wish My Parents KnewOn this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn’t get much better until he and his wife received the devasting news that their youngest son Ryan had taken his own life. Today, Jay is on a mission to reach every parent and every family about the conversations they need to have with their kids. Jason Reid is the founder of ChooseLife.org, a leading youth me...2023-01-2551 minCustomer Service RevolutionHow To Turn the Great Resignation Into The Great RetentionMany factors have contributed to The Great Resignation that we are currently in. We could point the finger at economic turmoil, bad leadership, a changing culture, and so much more. However, what is most important is figuring out how to turn this Great Resignation around. How can we turn it into The Great Retention? In this episode, John DiJulius will teach you how. This episode comes from a keynote John delivered at the Customer Service Revolution Conference in November. Tune in to learn a few practical things you can do to start hiring better employees...2023-01-1143 minCustomer Service RevolutionDouble Sales with Zero SalespeopleIn this episode of The Customer Service Revolution, John DiJulius is talking with Andy Buyting, the founder and CEO of Tulip Media Group. Andy is also a best-selling author, serial entrepreneur, and strategic advisor. On top of all of this, Andy is the creative mind behind the integrated business strategy, “SMarketing.” He uses this strategy as a leader in business development and marketing to help other businesses grow. Throughout their conversation, Andy and John discuss Andy's newest book, Double Sales/Zero Salespeople: Optimize Your Sales and Marketing Into One Business Development Strategy That Works. Tune in to lear...2022-11-0951 minCustomer Service RevolutionMeet as Strangers, Leave as FriendsThere is no greater skill that can be acquired that has a bigger impact on our personal and professional lives than the ability to build instant rapport with others. This is not a skill we’re taught and yet it’s crucial, not only for our professional success but for our personal fulfillment as well. In this episode of the Customer Service Revolution podcast, John DiJulius teaches us how to develop this skill. This is from the TEDx Talk that John DiJulius did back in 2019 titled, “Meet as Strangers, Leave as Friends.” This talk was also the inspirat...2022-11-0212 minCustomer Service RevolutionFrom Homeless to Bad Ass Boss BitchRobin Robins is the IT industry’s most in-demand marketing consultant, sales trainer, and direct response marketing consultant. As the CEO & President of Technology Marketing Toolkit, she specializes in developing strategic marketing, sales, and lead generation systems. For the past 20 years, Robin and her team have had one singular focus: to develop highly effective marketing and sales-generating systems specifically for MSPs, VARs, and IT services firms. Chief Revolution Officer John DiJulius of The DiJulius Group talks with Robin today about the amazing journey she has been on in her life. Not only is she a serial entrepreneur but...2022-08-101h 07Customer Service RevolutionReferrals Without AskingJohn Ruhlin is the world’s leading authority in maximizing customer loyalty through radical generosity. He is the founder and author of Gift·ology and has been featured in Fox News, Forbes, Fast Company, Inc, and New York Times. However, during his early years, John found himself selling knives. It was through this experience that he learned how to build relationships, qualify leads, and handle objections. He developed a system of using generosity to gain access to elite clients and generate thousands of referrals. This is what eventually led him to become the #1 performer out of 1.5 million sale...2022-08-0346 minCustomer Service RevolutionAI and Your Contact CenterJoel Sylvester has an unsurpassable passion for customer service. His career spans hundreds of companies, working with brands like Mayo Clinic, Wells Fargo, South Carolina Parks, Ohio Parks, and Fellowes. He has over 20 years of crafting exceptional customer experiences under his belt. Today, Joel lives in Sioux Falls, South Dakota with his family. He acts as the Chief Client Officer at Five Star Call Centers. In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Joel about AI and contact centers. Joel brings a level of expertise to the show and...2022-07-1336 minCustomer Service RevolutionGood Enough NowJess Pettitt is an author and keynote speaker. She believes to thrive in this world you have to ride two horses at once: one of humility and one of ego. This is why, while hosting and performing stand-up in NYC, she also worked as a diversity and inclusion specialist. After a decade, Jess quit her day job but she still uses humor today to deliver actionable content related to everything you ever wanted to know about where leadership and diversity collide. Though often referred to as a thought leader, Jess responds that she just makes leaders think. ...2022-07-0652 minCustomer Service RevolutionChange the Things You CanAs a college freshman, Marcus Engel was blinded and nearly killed after being struck by a drunk driver. This incident changed the trajectory of his life forever. After recovering from the accident, Marcus decided to pursue Narrative Medicine. His training and personal outlook on life gave him an amazing message to share with the world. Today, he is a sought-after motivational speaker and author who teaches his audiences the art of compassion and being present. In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Marcus. They discuss his inspirational story, h...2022-06-2938 minCustomer Service RevolutionThe Evolution of ServiceChief Revolution Officer John DiJulius of the DiJulius Group talks with Judson Laipply, who has been featured on the Today Show, Ellen, Oprah, GMA, and more. Judson is the world’s first YouTube Celebrity. His finale, “The Evolution of Dance” has over one billion impressions and was the first video ever to hit 100 million views. At the time, however, going viral wasn’t a thing and there weren’t opportunities to grow as a personal brand when you went viral. Still, Judson is so grateful to have had this experience. He has now been speaking and performi...2022-06-2247 minCustomer Service RevolutionHow to Create Your Signature eXperience & Remove Employee RouletteDoes your company have a Signature eXperienece? A Signature eXperience is a distinct customer experience your customers can only get from you. Creating this kind of experience for your customers requires consistency. You have to get rid of “employee roulette” and train your employees on the CX that sets your organization apart. In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group discusses how to do this. Tune in to learn how to create your signature experience and remove employee roulette. You Will Learn: What a Signature eXperience is That great...2022-05-1808 minCustomer Service RevolutionHow to Deal with the Critics & Cynics in your OrganizationEvery one of us has three groups of people in our lives and businesses. We have the believers, the fence-sitters, and the critics and cynics. The percentages of each group may be different for each of us but we all deal with these three groups. The question is, what do we do about that third group? How do we deal with the critics and cynics in our organizations? Chief Revolution Officer John DiJulius of The DiJulius Group discusses this topic in this episode of The Customer Service Revolution. Tune in to learn from him. 2022-05-1106 minCustomer Service Revolution4 Price Myth BustersHave you ever lost a customer and blamed it on your prices? Maybe you assumed that the reason the customer left was that your prices were too high. So, what did you do? You lowered your prices. In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group explains why this is a bad idea. He asserts that when customers complain about your prices, it’s more than likely not because they're cheap. Rather, they're not willing to spend that much money because your experience didn't warrant it. Tune in to learn more about...2022-05-0412 minCustomer Service RevolutionWhat has a Better ROI: Advertising or CX Training?Chief Revolution Officer John DiJulius of The DiJulius Group discusses what has a better ROI: Advertising or CX Training? Learn: The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have Sales is a lagging indicator of the level of CX your company is providing 75% “don’t accept advertisements as truth” 90% “believe brand recommendations from friends” 5% increase in customer retention can increase a company’s profit by 75% 80% of your company’s future revenue will come from just 20% of your existing customers Tesla spends zero on advertising Resources mentione...2022-04-2012 minCustomer Service RevolutionReducing Customer RageChief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can reduce customer rage. You Will Learn: Customer anxiety is at an all-time high How to be aware of empathy fatigue To make employees aware that customers may overreact How to train employees to defuse How to train employees to avoid customer rage To manage customer’s expectations by being totally transparent Resources mentioned: The Customer Service Revolution Podcast *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to m...2022-04-1308 minCustomer Service RevolutionBecoming a Successful CX (Customer Experience) CoachChief Revolution Officer John DiJulius of The DiJulius Group talks with Frank Favaro, one of the top Customer Experience Coaches. They discuss how after having successful careers in multiple industries by focusing on building strong relationships, Frank started his own coaching business helping others do the same. You will learn: How Frank brought customer experience and relationship building into an industry that primarily focused on being the lowest bidder How Frank helped his business grow by over 600% in a few short years How Frank burned his ships and left a well-paying job to start his own co...2022-04-0649 minCustomer Service RevolutionMake BIG HappenMost books that teach how to build and grow a company are organized around the functional areas of business, such as people, finance, operations, and marketing. Those factors are important – no question. But what is missing is an overarching methodology that systematically drives execution on the activities that will lead to BIG growth and success in your business. At CEO Coaching International, they have developed, refined, and used the Make BIG Happen System to help over 800 companies reach extraordinary revenue and EBITDA growth. In Making BIG Happen, they’ve translated this hypergrowth set of best practices into a sy...2022-03-2342 minCustomer Service Revolution076: The Ultimate Patient ExperienceChief Revolution Officer John DiJulius of The DiJulius Group talks with Dr. David Moffet, and his wife, Jayne Bandy, about how they have built the Ultimate Patient Experience. Dr. Moffet is a bestselling author, entrepreneur, and today he and Jayne are Customer Experience Coaches who help transform the experience businesses deliver. You will learn: Dr. Dave’s obsession with ongoing learning to become the best at anything he does How this dynamic Australian couple disrupted the dental industry and sold their dental practice How Jayne and Dr. Dave invented The Ultimate Patient Experience How, as CX Coa...2022-03-0948 minCustomer Service Revolution075: The Challenger Sale: Taking Control of the Customer ConversationChief Revolution Officer John DiJulius of the DiJulius Group talks with Matthew Dixon, the best-selling author of The Challenger Sale: Taking Control of the Customer Conversation (Portfolio/Penguin 2011), which was a #1 Amazon and Wall Street Journal bestseller that has sold nearly a million copies worldwide and has been translated into a dozen languages. You will learn: What a Challenger Sale is and how it has one of the most important advances in selling in many years The 5 types of sales reps The 3 T’s of a Challenger You need to be challenging your customer’s assumptions and...2022-03-0252 minCustomer Service Revolution072: Winning on Purpose – The Unbeatable Strategy of Loving CustomersChief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred’s newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers. You will learn: How NPS has been adopted by two-thirds of the Fortune 1000 companies Why NPS is broken and why he needed to write a new book to address what companies and leaders are doing wrong The most common misperceptions that people/companies have about NPS How we should define what constitutes a great company What “Earned...2022-02-0945 minCustomer Service Revolution071: Build the Culture Employees will LoveChief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can build a culture that employees will love. Learn: The DiJulius Group’s leadership mission How to prioritize employees’ mental health How to drive employee engagement Why you should build a culture moat And how the great resignation is a great opportunity Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast...2022-02-0225 minCustomer Service Revolution070: An Entrepreneur’s Relentless Drive to Build a World-Class Financial Service FirmChief Revolution Officer John DiJulius of the DiJulius Group talks with Stephen Kearley, the President of Benson Kearley IFG (BKIFG), a financial service company based in Ontario, Canada. Kearley has built BKIFG into an incredibly successful firm known for being a world-class customer service organization. You will learn: How Kearley’s lifelong obsession for learning has allowed his firm to grow far past his original goal What he feels was the best professional decision he has ever made How BKIFG truly sets itself apart from anyone else in its industry What BKIFG’s customer service vision stateme...2022-01-2658 minCustomer Service RevolutionSolving the WFH (Work From Home) QuandaryChief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can solve the WFH quandary. Learn: The negative side effects of employees working from home Studies show WFH as a top priority for employees looking for a new job or choosing to stay in their job How to solve the WFH quandary How to create virtual energy in your weekly department meetings Why leaders need to learn how to lead from a distance Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this ep...2022-01-1913 minCustomer Service RevolutionStop Calling It a Labor Shortage, It Is a Turnover CrisisChief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis. Learn: Why CX Strong should be your company’s highest priority right now Why overall customer satisfaction is at a 15-year low What are the two biggest mistakes companies are making right now? How performance is contagious Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this episode, we’ve created a PDF that has all of the...2022-01-1213 minCustomer Service RevolutionLead WellChief Revolution Officer John DiJulius of The DiJulius Group talks with Ken Falke about his newest book Lead Well: 10 Steps to Successful and Sustainable Leadership. As a former member of the U.S. Navy, a serial entrepreneur, and the current chairman and founder of Boulder Crest Foundation, Ken has learned the key disciplines that make a great leader. Learn the Lead Well 10: #1: Lead Yourself First #2: Set and Clearly Communicate Your Vision #3: Set and Achieve Goals that Align with Your Vision #4: Listen Well #5: Lead with Kindness #6...2021-12-1551 minCustomer Service RevolutionThe Best Thing You Can CollectChief Revolution Officer John DiJulius of the DiJulius Group discusses the most important thing anyone can collect and how it will appreciate faster than anything else. Life is all about relationships and the rest is just details. You will learn: Why you need to be extremely choosy when collecting relationships How our accomplishments are the result of hundreds of contributions throughout our lives Who the leading cast members and supporting characters in our lives are Why there’s no such thing as a self-made man Resources mentioned: www.thedijuliusgroup.com The Cus...2021-12-0108 minCustomer Service RevolutionHow to Live an Extraordinary Life… So Countless Others Do as WellChief Revolution Officer John DiJulius of the DiJulius Group discusses why undeveloped potential cheats those around us and those we touch, influence, and impact. It also deprives us of joy, satisfaction, and opportunities. Living life to our fullest potential is not an opportunity; it is a responsibility. We have an obligation to be the best version of ourselves that we can possibly be every day. This isn’t just about us and how our life will benefit. It’s also for all the people depending on us: our spouse, children, friends, employees, coworkers, customers, and community. You will...2021-11-1013 minCustomer Service Revolution5 Steps to Creating an Organization Obsessed with Going Above and BeyondChief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees. You will learn: One of John’s favorite stories of going above and beyond How an above and beyond mentality requires a cultural shift in the way you and your employees think How creating an above and beyond culture in your company will motivate your employees to be on m...2021-11-0308 minCustomer Service RevolutionThe Customer Experience OlympicsChief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched the presentation online doesn’t mean they retained everything that was taught. There must be a certification component. It is important to test each employee to make sure they learned and retained the information that was taught or launched. There are many ways you ca...2021-10-2707 minCustomer Service RevolutionWhy Your Doctor, Lawyer, & Accountant Suck at ServiceChief Revolution Officer John DiJulius of the DiJulius Group discusses the top 4 reasons why the majority of businesses from the medical, financial, and legal industries are so archaic in the client experience they deliver. You will learn: Why doctors, lawyers, and accountants don’t have time to focus on strong business practices, building a strong corporate culture, or creating a world-class client or patient experience How technical brilliance has become a commodity Why there’s a need for non-technical senior leaders to help run these industries Why these industries need to train not only in technical skil...2021-10-2007 minCustomer Service RevolutionHow to Attract a Bunch of Tesla-Driving, Peloton-Riding, Starbucks-Drinking, Apple-Using, Lululemon-Wearing CustomersChief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers are looking for superior products and services wrapped in a compelling experience that makes them feel better about themselves. Those brands are a status symbol of a lifestyle. They offer customers emotional affirmation and an affordable luxury that says, “if I buy this, I will be hipper, more attractive, mo...2021-10-1308 minCustomer Service Revolution6 Steps in Launching a Successful Customer Service Initiative that LastsChief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts. Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and die. This leaves the management team frustrated and cynical and the employees skeptical about what the next program of the year, the flavor of the month, or management by the best seller will be. The following list is how The DiJulius Group ensures our consulting clients are seeing tangible results...2021-10-0612 minCustomer Service RevolutionCreating a Tattoo Worthy BrandChief Revolution Officer John DiJulius of the DiJulius Group talks with the legend of corporate culture, Chuck Runyon. Chuck is the CEO and co-founder of Self Esteem Brands, LLC, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U. Chuck has created one of the most amazing internal work cultures for his employees and franchisees. More than 5,000 employees and customers (members) have Anytime Fitness tattoos! You will learn: The purpose and vision of Self Esteem Brands Why employee culture should be your obsession What the 4 P’s are and how...2021-09-2946 minCustomer Service RevolutionI’ll Be Back – How to Get Customers to Come Back Again and AgainChief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again. You will learn: How to design and create an experience that gets customers to return again and again. The difference between repeat customers and loyal customers. The one trackable trend that leaders must monitor every morning. Why most "loyalty programs" fail to create customer loyalty. How delivering an amazing customer service experience is within reach of every employee of your organization. How to perso...2021-09-2247 minCustomer Service RevolutionHow to Capitalize on Revenge SpendingChief Revolution Officer John DiJulius of the DiJulius Group discusses the best way to capitalize on revenge spending. The last 18 months have built up a lot of demand and consumer savings are near record highs. However, customers are now pickier than ever about which companies they do business with. Learn how you can position your business to handle what could be an economic boom for some. You will learn: Revenge spending is a key reason to expect economic growth in the foreseeable future Why customers are now pickier than ever about which companies they do business...2021-09-1509 minCustomer Service RevolutionThe Weather Report ChallengeChief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service. You will learn: If your employees are not providing the same level of customer experience every single time, then you’re going to get an employee roulette. Call your company and ask whoever answers the phone if they can tell you what the weather is. How Zappos and John Robert’s Spa employees responded to the weather report challenge. Why a lack...2021-09-0811 minCustomer Service RevolutionMeasuring Your Customer’s ExperienceChief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer’s experience. You will learn: Why measuring your customer’s experience is critical to improving the customer service your organization delivers. What the best types of measurement tools to get the highest response rate and most accurate information are. Which KPIs (Key Performance Indicators) are the ones you should be tracking. How to create a ROX (Return on Xperience) dashboard to hold e...2021-08-1144 minCustomer Service RevolutionWorld Class LeadershipChief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, or “Murray,” Senior Customer Experience Consultant for The DiJulius Group, about the Commandment X of The DiJulius Group’s Methodology, World-Class Leadership. You will learn: How to create a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the service vision of the organization. Walking the talk. Every world-class customer service organization is world-class to work for. It takes world-class leadership to provide passion, inspiration, and discipline to all employees. Resources mentioned: https://thediju...2021-07-2848 minCustomer Service RevolutionThe Customer Experience CycleChief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy about the power of establishing consistency throughout every customer touchpoint and creating systems and processes that remove variation and provide a consistent customer experience. You will learn: How to transform even your mundane interactions into memorable experiences How to identify the inconsistencies in your business and others How to create your non-negotiable service standards to become the brand your customers can’t live without Resources mentioned: ...2021-07-211h 08Customer Service RevolutionA World-Class Patient ExperienceChief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring. Vance is one of the most amazing human beings you will ever meet. You will learn: Why the medical industry is so far behind in delivering a world-class patient experience How Vance Thompson Vision attracts and hires only employees with high se...2021-07-071h 04Customer Service RevolutionThe Relationship Economy (Part 2)On this week’s podcast, Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy continues the second part of interviewing John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in The Digital Age. This is part 2 of 2 episodes. You will learn: How to dominate the relationship economy The 5 Keys to training your employees in the art of relationship building Conversation Never & Always Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Relationship Economy Book: htt...2021-06-2358 minCustomer Service RevolutionThe Relationship Economy (Part 1)On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. You will learn: Today's illiterate are those who have an inability to make a meaningful connection with others. Technology is not the enemy; using it to eliminate the human experience is How we are all living in the touch screen age Why we have generations that are relationship di...2021-06-1632 minCustomer Service RevolutionWorld Class Internal CultureChief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only leadership to employees but employees to employees and department to department as well. You will learn: Interdepartmental teamwork: compassion & empathy Clarify handoffs between departments Understand how your work impacts others Understand your internal customer Improve communication Day in the life of co...2021-06-091h 06Customer Service RevolutionZero Risk: Anticipating Your Service Defects and Having Protocols in Place to Make It RightChief Revolution Officer John DiJulius of The DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Murray talk about how to build a Zero Risk Organization. You will learn: What it means for an organization to be Zero Risk How easy are you to do business with? How to determine the most common places your company drops the ball How to create systems and processes to prevent those from happening How to build in-service recovery processes for your employees to handle when they do happen How you can turn a...2021-06-021h 03Customer Service RevolutionA Customer Experience Action StatementIn this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Dave talk about how the best customer service companies in the world all have a customer experience action statement (formally known as the customer service vision statement). It is a clear call to action of what each and every employee should intentionally achieve every time they interact with a Customer. You will learn: Why we changed the name from a customer service vision statement to a customer experience action statement...2021-05-261h 12Customer Service RevolutionCustomer Bill of Rights: You Want Customer Loyalty? Be Brilliant at The BasicsChief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver because they are brilliant at the basics. They also discuss how you can create a simple customer bill of rights that includes the things everyone in your organization should always do or never do when representing your brand. You will learn: What is the Customer Bill o...2021-05-1946 minCustomer Service RevolutionHow do Apple, Starbucks, and Southwest Outperform the Rest of Their Industries Regardless of the Economy? Here's How!Chief Revolution Officer John DiJulius of the DiJulius Group answers this question: Why do companies like Apple, American Express, Tesla, Chick-fil-A, Starbucks, Amazon, Southwest, and Zappos always outperform the rest of their industry regardless of the economy? It is the service, stupid! Today, discover how one company increased revenue to over $2 million a month by improving customer experience. What you will learn: How a small number of companies have now redefined what customers expect from brands. Most products and services today are of similar quality. The differentiator of products and their functionalities no longer plays a...2021-05-1212 minCustomer Service RevolutionStarting Your Customer Service Revolution JourneyChief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have. You will learn: What the actual definition of Customer Service Revolution is What making price irrelevant means Which is more important to building a world-class customer service organization: hiring or training? How service aptitude is the most important ingredient to what separates world-class customer service organizations from every other b...2021-05-0540 minCustomer Service RevolutionThe Importance of Creating A Day in The Life of Your Customer Story & Customer AvatarsChief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how one of the best ways to increase your employees’ service aptitude and empathy for their customers is by creating a day in the life of your customer story and customer avatars. You will learn: There is a more dangerous pandemic happening with no vaccine What a year of social isolation has done to us: it has hardened us and made us less en...2021-04-2851 minCustomer Service RevolutionStruggle WellChief Revolution Officer John DiJulius of the DiJulius Group talks with Ken Falke, a former member of the U.S. Navy, serial entrepreneur, and author. Today, Ken’s passion is taking care of his fellow combat veterans and their family members. He is the chairman and founder of Boulder Crest, an organization that focuses on the teachings of posttraumatic growth. Ken spends the majority of his time educating the public and private sectors on the issues surrounding the long-term care of our returning military personnel and their families from the last 19 years of war. Learn: About Ken...2021-03-1751 minCustomer Service RevolutionIf You Don’t Grow The Team, You Can’t Grow The BusinessChief Revolution Officer John DiJulius of the DiJulius Group brings back Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes-uncomfortable message on leadership to thousands of entrepreneurs. Arnie is an expert practitioner, and now speaker and consultant in creating world-class customer service cultures. Arnie is the founder and CEO of BetterBookClub where he helps companies, leaders, and individuals build a strong culture that attracts people and rewards those who seek personal growth in organizations. In this episode, y...2021-03-1048 minCustomer Service RevolutionTough Times: Tougher TeamsThe DiJulius Group’s Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan's books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, by a remarkable coincidence, SLAP. Stan recently wrote an incredible white paper called Tough Times: Tougher Teams. What you will learn: Who cares why things suck? What’s important is what you do about it It is the job of leadership to bring good answers to ba...2021-03-0356 minCustomer Service RevolutionThe Legacy of Tony Hsieh, The Man Who Built Zappos Into a Customer Experience PowerhouseThe DiJulius Group’s Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray talk about the legacy of Tony Hsieh, the man who built Zappos into a customer experience powerhouse. Hsieh pioneered so many revolutionizing customer experiences used in all industries today. What you will learn: How Tony Hsieh, CEO of Zappos, took an unthinkable business model and turned it into a billion-dollar business. How Zappos produced higher sales by focusing less on marketing and advertising and more on customer service and customer experience. How Zappos offers their employees a quitting bonus to fil...2021-02-2444 minCustomer Service RevolutionThe Secret Behind How Chick-fil-a Gets Their Young Workforce to Deliver World-Class Customer Service ConsistentlyChief Revolution Officer and best-selling author John DiJulius speaks with Ryan Magnon, Senior Principal Operations Lead at Chick-fil-A Corporate. From quality officer in the Air Force to Vice President of Quality for the luxury hotel brand Capella Hotels & Resorts to Senior Member of the American Society for Quality, Ryan knows service excellence in and out. Talk about an Ivy League education in hospitality, Magnon has worked for two of the biggest hospitality giants, Horst Schulze, co-founder of The Ritz-Carlton, and Truett Cathy, founder of Chick-fil-A. Today, Ryan shares so many incredible insights on what he has learned from both...2021-02-1753 minCustomer Service RevolutionWhat it Takes to Be a RevolutionaryChief Revolution Officer and best-selling author John DiJulius shares What it takes to be a Revolutionary. In order to be a Revolutionary, you need to: Never say or accept “I gave my best” Understand the Reality Distortion Field Ask yourself ‘What belief system needs to be changed in your world’? Understand the mindset of a Revolutionary Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ http://cxcoaching.com/ claudia@thedijuliusgroup.com If you enjoyed this episode, we’ve created a PDF that has all of the key infor...2021-01-1313 minCustomer Service RevolutionHow to Be The Brand Employees Can't Live WithoutChief Revolution Officer and best-selling author John DiJulius shares how to be the brand EMPLOYEES can’t live without. In order to be the brand EMPLOYEES can’t live without, you need to focus on these areas: Make your interview process ungameable. Become the business great employees seek out. Make your brand tattoo worthy. World-class starts at headquarters. Be an energy giver, not an energy taker. Know what the best gift you can give your employees is on a regular basis. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ ht...2020-12-1615 minCustomer Service RevolutionHow To Be The Brand Customer's Can't Live WithoutChief Revolution Officer and best-selling author John DiJulius shares How to be the Brand Customers Can’t Live Without. In order to be the brand customers can’t live without, you need to: Focus on Micro-Moments Avoid Empathy Fatigue Address the Relationship Deficit Train your employees on how to make an emotional connection in every interaction Utilize Relationship Hacks Justify a Relationship Tax Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ http://cxcoaching.com/ If you’re interested in having John for a keynote...2020-12-0915 minCustomer Service RevolutionState of ServiceChief Revolution Officer and best-selling author John DiJulius shares what your organization needs to do to Reimagine your business model to help make 2021 your best year ever! You will learn: Understand the irreversible impact of COVID-19 What are the best ways to Reimagine your business model? How COVID is not changing the future, it is accelerating it. The COVID business mortality rate will be significant for the companies that don’t make the adjustment. What the #1 cause of anxiety is How to help your employees focus on the right mindset during this pandemic The #1 attitude hack The...2020-12-0223 minCustomer Service RevolutionRecapping Week 5 of The Customer Service Revolution ConferenceChief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers who presented during week 5 of The Customer Service Revolution Conference, featuring Ken Blanchard, Adrienne Bankert, J.R. Heckman, Dave Murray, and John DiJulius. You will learn: How it all starts with having a vision of what could be How to create a reality distortion field What it takes to be a revolutionary The two primary elements an effective leader must focus on The four areas leaders must engage in What is servant leadership? How to make it stick Co...2020-11-1849 minCustomer Service RevolutionRecapping Week 4 of The Customer Service Revolution ConferenceChief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 4 of The Customer Service Revolution Conference, featuring David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius. You will learn: Why should you make your interview process un-gameable? Stop trying to find great employees and focus on becoming the business great employees seek out. What is the most critical skill any leader needs to master and execute to help others obtain their highest potential? Why a lack of trust is your biggest expense. T...2020-11-111h 02Customer Service RevolutionRecapping Week 3 of The Customer Service Revolution ConferenceChief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 3 of The Customer Service Revolution Conference, featuring Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius. You will learn: How to address the relationship deficit How to avoid empathy fatigue Find the conversation gifts You can’t persuade, entertain, or educate without feeling a connection Boring Loses Business - Be Unforgettable Virtual is different 3 Secrets to running more engaging online meetings Virtual dulls connections – Master the tools to make it personal again Fo...2020-11-0457 minCustomer Service RevolutionRecapping Week 2 of The Customer Service Revolution ConferenceChief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 2 of The Customer Service Revolution Conference, featuring Seth Godin, Mikki Williams, Chris Larkins, Dave Murray, and John DiJulius. You will learn: A recession is a horrible thing to waste. It’s like a business enema. More is caught than is taught. We need to show what victory looks like to our employees. If you invest money wisely in customer service, it pays for itself. Every dollar spent delighting someone in a way that causes th...2020-10-2841 minCustomer Service RevolutionRecapping Week 1 of The Customer Service Revolution ConferenceChief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 1 of The Customer Service Revolution Conference, featuring Guy Kawasaki, Jess Pischel, John DiJulius, Corey McCarthy, and Bronkar Lee. This is our 12th year of putting on this event and virtually our first. This year's theme is Reimagine... Revolutionize. We had over 1,400 leaders registered, which is double any live attendance we've ever had! Plus, we were able to get a lineup that quite honestly we never could get if we were doing it live. Yo...2020-10-1454 minCustomer Service RevolutionMeet John DiJuliusIn this episode, world-class customer service authority and president of The DiJulius Group, John DiJulius, shares some great insights into customer experience gleaning from his remarkable years of experience and expertise. John didn’t get his success offered on a silver platter. When his dad deserted his mom and siblings, they went from being upper-middle-class to welfare overnight. He was labeled with Attention Deficit Disorder (ADD) and Learning Disability (LD) at a young age. He graduated from high school last and flunked out of college. How did he turn all this around? Simple. Joh...2020-08-1937 minCustomer Service RevolutionCash is King, The Goal is Survival with Chief Evangelist Guy KawasakiIn this episode, The DiJulius Group’s Chief Revolution Officer John DiJulius talks with Chief Evangelist Guy Kawasaki, the man who popularized the term “evangelism.” Guy Kawasaki started his career working directly with Steve Jobs as Apple’s Chief Evangelist. He is a brand ambassador for Mercedes Benz, an executive fellow of the Haas School of Business at UC Berkeley, and an adjunct professor at the University of New South Wales. Today, Guy is the Chief Evangelist of Canva, a graphic design platform that makes 4,000,000 graphics per day for people and has over 30 million monthly active use...2020-08-0539 minCustomer Service RevolutionIf It’s Worth Doing, It’s Worth Doing Wrong with Arnie MalhamCulture reflects leadership – and sometimes, you need to do things wrong in order to finally get them right. In today’s episode, learn how to be the leader that you need to be so you can create a culture you can truly be proud of. Chief Revolution Officer John DiJulius of the DiJulius Group chats with Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes uncomfortable message on leadership to thousands of entrepreneurs. Arnie is an ex...2020-07-291h 00Customer Service RevolutionKey Takeaways from Today’s Featured Leader: Howard Schultz – Part 2People want to be part of something larger than themselves. They want to be part of something they're proud of, that they'll fight for, and that they trust. This is what Starbucks has built – no wonder they have raving employees and raving customers that can’t go a day without them. Today is part two of the conversation about Howard Schultz – all the things that he has done and what Starbucks has created not only in their industry but for service across all industries. Chief Revolution Officer John DiJulius and senior consultant Dave Murray from The DiJu...2020-07-2254 minCustomer Service RevolutionKey Takeaways from Today’s Featured Leader: Howard Schultz – Part 1In today’s episode, Chief Revolution Officer John DiJulius and senior consultant Dave Murray from The DiJulius Group feature the man who revolutionized, not only the coffee industry but the entire retail and hospitality industry – Howard Schultz. Howard’s actions as a leader and what he had done to build Starbucks has created so much useful content in the consulting world. Today, Starbucks has become the gold standard in what they deliver to their team members and their customers, which other organizations now try to emulate. Starbucks doesn't win a lot of taste tests. People don't...2020-07-1545 minCustomer Service RevolutionFostering Social Responsibility with DJ SantiagoGiving back to the community is not just about writing a check. Social service should be way more than that. You have to get involved and find out what people with different backgrounds are like. And it starts with having those conversations. In this episode of The Customer Service Revolution, John DiJulius interviews coach DJ Santiago, the Founder of Aspiring Athletes, about the need for companies and individuals to step up and address social inequality. It isn't easy for Latin Americans to overcome the adversities that accompany the inner-city at-risk youth population. While m...2020-07-081h 01