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PODCAST

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

business management

All Episodes

48:26

246: The 6 Steps to a Successful CX Initiative

Customer Service Revolution ·

2026/03/26

Summary: Most customer service initiatives do not fail because leaders do not care. They fail because they launch with excitement, then daily operations swallow them whole. In this episode, Denise Thompson and John DiJulius break down the six steps required to build a customer experience initiative that actually lasts: create it, launch it, certify it, implement it, measure it, and sustain it. They also tackle what leaders are facing right now, including AI being pushed into customer operations

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01:07:21

245: 5 Strategies Invest West Used to Build a...

Customer Service Revolution ·

2026/03/19

How Invest West Took What They Learned at The Customer Experience Executive Academy and Built a Customer Experience Culture That Sticks Summary: In this episode of the Customer Service Revolution Podcast, Dave Murray talks with CXEA graduates Rebecca Blaisdell and Megan Francis of Invest West about what it really looks like to bring customer experience from theory into daily operations. They share how their property management company used The DiJulius Group methodology to break down silos,

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34:39

244: Customer Experience Leadership Challenges Solved

Customer Service Revolution ·

2026/03/12

Summary: What does it really mean to be customer-centric? Where should leaders start if they want to build a culture obsessed with customer experience? In this special mailbag episode of the Customer Service Revolution Podcast, Denise Thompson puts John DiJulius in the hot seat with real questions from leaders about customer experience, culture, and leadership alignment. They tackle topics every organization struggles with: • The difference between customer service and customer-centric culture •

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44:03

243: Culture vs. Compensation: Why 82% of Managers...

Customer Service Revolution ·

2026/03/05

Summary: After decades of working with world-class organizations, we've learned something that surprises most leaders: employees don't leave because of pay—they leave because of how they're led. In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson reveal the leadership behaviors that reduce turnover, strengthen culture, and create workplaces people never want to leave. You'll learn why 82% of managers are 'accidental managers' without proper training, how

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40:45

242: The Customer Experience Blueprint Used by CFA,...

Customer Service Revolution ·

2026/02/26

The 10 Commandments Part 2: Why Your Customer Experience Can't Exceed Your Employee Experience What separates world-class customer experience companies from everyone else? It's not budget. It's not luck. It's a system. In Part 2 of our deep dive into The DiJulius Group's 10 Commandments, John DiJulius and Denise Thompson reveal why exceptional customer experience is impossible without an exceptional employee experience. This episode unpacks Commandments 6-10, covering everything from hiring for

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42:12

241: CX Strategy Blueprint Part 1: The Proven...

Customer Service Revolution ·

2026/02/19

Episode Summary What separates world-class customer experience companies from everyone else? It's not budget. It's not luck. It's a system. In Part 1 of this two-part series on the Customer Service Revolution podcast, John DiJulius — founder of The DiJulius Group and the CX architect behind Chick-fil-A, Starbucks, Nestle, Ritz-Carlton, and top hospitals, financial institutions, and luxury resorts worldwide — begins breaking down the 10 Commandments of Customer Experience: the gold-standard

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55:33

240: 7,000 Locations, One World Class Culture: Dave...

Customer Service Revolution ·

2026/02/12

Summary of How to scale a world class culture in your franchise: Want to know how to franchise a business and maintain world-class culture across thousands of locations? Discover the exact franchise growth strategies that took Anytime Fitness from a single 24-hour gym concept to the #1 fitness franchise in the world—with over 4,000 employees sporting brand tattoos (and they're not even corporate employees). In this episode of the Customer Service Revolution podcast, John DiJulius interviews

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38:34

239: How to Measure Customer Experience ROI and...

Customer Service Revolution ·

2026/02/05

Summary Are your rising customer acquisition costs eating into profits while your NPS surveys gather dust? Discover Earned Sales Growth (ESG)—the game-changing customer experience metric that tracks how much revenue comes from customers you've earned through loyalty and referrals versus customers you've bought through advertising. In this episode of the Customer Service Revolution podcast, customer experience expert John DiJulius reveals why traditional surveys are broken (response

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45:38

238: How to Train Your Frontline to Deliver WOW Moments

Customer Service Revolution ·

2026/01/29

Summary: Want your frontline employees to consistently deliver wow moments—not just when they feel like it? Discover the proven DiJulius Group methodology that transforms random acts of kindness into designed, trained, and repeatable customer experiences that build emotional connection and loyalty at scale. In this episode of the Customer Service Revolution podcast, customer experience expert John DiJulius breaks down the four-pillar system world-class organizations use to eliminate "employee

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38:59

237: How To Build Loyalty And Create Lifetime Customers

Customer Service Revolution ·

2026/01/22

Summary: In this episode, Denise Thompson and John R. DiJulius III discuss the essence of customer loyalty, emphasizing that true loyalty is built through small, intentional actions rather than large gestures. They explore the importance of service aptitude, consistency, and personal connections in creating a loyal customer base. The conversation highlights various strategies for enhancing customer experiences and the significant impact of employee satisfaction on customer loyalty. The episode

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32:54

236: How can I make customer experience a true...

Customer Service Revolution ·

2026/01/15

Summary In this conversation, Denise Thompson and John R. DiJulius III explore the critical elements of customer experience that can provide a competitive advantage in today's relationship economy. They discuss the importance of creating emotional connections with customers, building systems that reduce risk, and developing a signature brand experience that is memorable and unique. The conversation also highlights the need for consistent training and awareness among employees to ensure that

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46:13

235: Five Strategies for Customer Experience Success...

Customer Service Revolution ·

2026/01/08

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss five essential customer experience strategies for 2026. They explore the concept of a customer service recession, the importance of hiring for service aptitude, the effectiveness of micro learning in training, the need to rethink customer feedback mechanisms, and the critical connection between employee experience and customer experience. They also touch on the role of AI in enhancing

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30:50

234: Mastering the Certainty Business

Customer Service Revolution ·

2025/12/18

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the concept of being in the 'certainty business.' They explore how uncertainty is a major source of anxiety for both customers and employees, and how organizations often neglect the human side of communication in favor of technical skills. John emphasizes the importance of providing certainty to build trust and improve customer and employee experiences. The conversation also covers

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40:02

233: Your CX Questions Answered

Customer Service Revolution ·

2025/12/11

In this espisoder, our listeners ask John anything! Summary Your chance to ask John anything! In this episode of the Customer Service Revolution podcast, Denise Thompson asks John R. DiJulius III questions submitted by our listeners. They discuss various aspects of improving customer service and employee engagement. They address the challenges of busy schedules, the importance of empathy, recognition, and training, and the role of middle management in driving customer experience. The

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36:33

232: Is the AI CX Broken?

Customer Service Revolution ·

2025/12/04

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the findings of a Wall Street Journal intelligence report on the impact of AI on customer experience. They explore the disconnect between AI's potential and its actual implementation in businesses, emphasizing the importance of emotional intelligence and human interaction in customer service. The conversation highlights cultural barriers to effective customer experience transformation and

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23:38

231: Making Price Irrelevant

Customer Service Revolution ·

2025/11/20

Summary In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DeJulius discuss the concept of making price irrelevant through exceptional customer experiences. They explore how consistency in service, a zero-risk mindset, and equipping employees to articulate value can lead to customer loyalty and a competitive edge in the market. The conversation emphasizes the importance of focusing on the overall experience rather than just pricing strategies. Takeaways: Making

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26:58

230: Price Myths BUSTED

Customer Service Revolution ·

2025/11/13

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the common misconceptions surrounding pricing and customer retention. He emphasizes that many businesses misdiagnose their issues as pricing problems when, in fact, the root cause often lies in the customer experience. Through various examples and case studies, John illustrates the importance of understanding customer needs, improving service quality, and focusing on key performance indicators to drive

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37:31

229: The Answer is Yes, Now What's the Question

Customer Service Revolution ·

2025/11/06

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DeJulius discuss the importance of fostering a 'yes' culture in customer service. They explore how the word 'no' can negatively impact customer interactions and emphasize the need for employees to focus on what they can do to assist customers. Through engaging anecdotes, including the milkshake metaphor from Cameron Mitchell restaurants, they illustrate how empowering employees to say 'yes' can enhance

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44:29

228: How Consulting Transforms Your CX

Customer Service Revolution ·

2025/10/30

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and Dave Murray discuss the critical importance of customer experience consulting across various industries. They explore how systems and structures can enhance customer interactions, the significance of internal communication, and the need for organizations to recognize their role in the customer experience. The conversation highlights successful client transformations, the impact of silos, and the essential link

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57:46

227: Build a Culture that is Obsessed with...

Customer Service Revolution ·

2025/10/23

Summary: Chief Revolution Officer John DiJulius speaks withRicky Arriola, the founder and CEO of Inktel Holdings Corp, one of the country’s leading customer experience and business process outsourcing firms. Inktel provides outsourced customer experience solutions to Fortune 500companies, government agencies, educational institutions, and consumer brands.Its services include omnichannel contact center support, sales, order management, back-office processing, government BPO services, and

en

247 results

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