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PODCAST

Customer Service Revolution | Customer Experience & Employee Experience Insights

John Dijulius - Customer Experience & Customer Service Expert

Customer service, and employee experience, 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,

business management

All Episodes

50:47

147: Stop the Shift Show

Customer Service Revolution | Customer Experience &... ·

2024/03/13

Unleash the full potential of your customer service team and lead your business to new heights with Scott Greenberg, the acclaimed author, and former Edible Arrangements franchisee, as he shares his playbook for excellence in leadership. On this episode of The Customer Service Revolution, prepare to change your understanding of team dynamics and customer experience as we explore Scott's path from motivational speaking to hands-on business ownership. With anecdotes from the aviation industry's latest

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47:01

146: No Dreams Left Behind

Customer Service Revolution | Customer Experience &... ·

2024/03/06

When a child's future seems etched by adversity, the power of a dream can be revolutionary. On this episode of The Customer Service Revolution, Katie Eichenauer of Believe in Dreams joins John. We unwrap the emotions of transforming childhood trauma into triumph. Their discussion ventures into the stories of children rising above their circumstances, revealing how Believe in Dreams intertwines life-changing experiences with educational opportunities, fostering a belief in brighter futures for these

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56:30

145: A Woman’s Rise to the Top Using Smarts, Heart,...

Customer Service Revolution | Customer Experience &... ·

2024/02/28

Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success. This episode of The Customer Service Revolution peels back the layers of customer experience, highlighting how a 5% uptick in retention might skyrocket profits by an astounding 75%. We contrast the effectiveness of different lead types, emphasizing the value of nurturing your existing customer base. Trailblazing the path to the top, Lisa

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46:55

144: How to Use Generative AI to Improve Your CX

Customer Service Revolution | Customer Experience &... ·

2024/02/21

Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers? Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative. Shanif's insights illuminate the need for cross-departmental collaboration, and we explore AI’s role in propelling businesses forward, ensuring

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01:13:23

143: How to Get Millennials & Gen Zs to Deliver...

Customer Service Revolution | Customer Experience &... ·

2024/02/14

Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company culture and employee morale. In this conversation, join John and Franco Greco of NewDay USA as we unravel the ethos of exceptional customer service and how it's redefining success. Listen as Franco shares his innovative strategies for engaging with the millennial and Gen Z workforce, highlighting the impact of these

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01:03:41

142: Customer Experience Design in Healthcare

Customer Service Revolution | Customer Experience &... ·

2024/02/07

Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen. On this episode of The Customer Service Revolution, we cover Matt's journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care. We uncover the necessary ingredients for becoming a brand that customers cannot live without, from the art of presentation skills in leadership to fostering a culture where

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01:00:48

141: Creating The Lawsuit-Free Company

Customer Service Revolution | Customer Experience &... ·

2024/01/31

From his time in the military to the courtroom, Alex Gertsburg has navigated a path that's as inspiring as instructive. In this episode of The Customer Service Revolution, Alex, the managing partner of Gertsburg Licata Law Firm, joins John to share his journey and how it's shaped his approach to leadership and customer service. His transition from the discipline of military life to the rigor of law practice underscores the value of integrity and presentation skills, not just in the courtroom but in

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51:37

140: How to Build a World-Class Sales Team

Customer Service Revolution | Customer Experience &... ·

2024/01/24

When sales guru Morné Smit sits down to chat, you know it's time to take notes. His journey from a humble sales start to revolutionizing company growth is nothing short of inspiring, and that's precisely what we get into in this episode. On this episode of The Customer Service Revolution, with Morné at the helm, we explore the legacy of mentorship as he takes on Jack Daly's intellectual property in Europe, illustrating just how invaluable such relationships are in business. Prepare to revolutionize

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43:19

139: Being Customer Obsessed

Customer Service Revolution | Customer Experience &... ·

2024/01/17

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone's day and the subtle nuances that turn a service mishap into a triumph. John and Tom’s discussion covers the revitalization of Wilson, Arkansas, all the way to the deep

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46:24

186: Referrals Done Right

Customer Service Revolution | Customer Experience &... ·

2024/01/16

About Scott Grates Scott Grates has mastered the art of leveraging relationships to amplify business success. His approach centers on the belief that in a world rushing towards digital impersonality, the true edge lies in personal connections and consistent, thoughtful engagement. Author of "Referrals Done Right" showcases his expertise in nurturing relationships that foster business growth. Learn: The concept of relationship marketing and why it's more crucial than ever in today's digital

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01:00:03

138: Growing Fast While Not Hurting Your Customer...

Customer Service Revolution | Customer Experience &... ·

2024/01/10

When Michael Caito rolled up his sleeves to launch Restaurants on the Run with just $6,000, he was scripting what would become an entrepreneurial odyssey—a $40 million revenue behemoth that caught Grubhub's eye. On this episode of The Customer Service Revolution, sit down with us as Michael reveals the inner workings of his success, where exceptional customer service and a steadfast dedication to employee engagement weren't merely buzzwords but the cornerstone of a culture that catapulted his

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43:30

137: How Frontline Insights Improve Customer Experience

Customer Service Revolution | Customer Experience &... ·

2024/01/03

Have you ever wondered how businesses achieve that coveted synergy between their frontline staff and the expectations of their customers? On this episode of The Customer Service Revolution, Christopher Wallace, the co-founder and president of InnerView Group, joins John to unravel the secrets behind a customer service revolution taking the corporate world by storm. Through the lens of Christopher's extensive sales and marketing expertise, they discuss how the Employee Service Aptitude Test (ESAT)

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46:41

136: How AI Will Impact Customer Service

Customer Service Revolution | Customer Experience &... ·

2023/12/20

Prepare for an enlightening conversation on how artificial intelligence (AI) is revolutionizing customer service and creating a significant competitive advantage! On today’s episode of The Customer Service Revolution, John’s guest, Aurélien Coq, an astute product manager at Eskers, will share how AI automation liberates customer service professionals from monotonous tasks and empowers them with new skills to handle complex scenarios. This insightful session is packed with best practices for

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01:20:03

135: Live No TMRW

Customer Service Revolution | Customer Experience &... ·

2023/12/13

When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service? On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us. We meander through Johnni's wrestling journey, his transformation into an entrepreneur, and the creation of his vibrant social media presence. We'll reveal how his experiences in wrestling influenced his

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52:03

134: Turn Angry Customers into Brand Evangelists

Customer Service Revolution | Customer Experience &... ·

2023/12/06

On this episode of The Customer Service Revolution, Nicole Paul, a renowned expert in customer experience, is our guest host. Nicole plunges into the heart of customer service, discussing its potential as a competitive edge, the importance of transparent communication within an organization, and some useful methods to transform unhappy customers into brand enthusiasts. She underscores the need for a customer-centric approach and shares insightful anecdotes and tips on creating an uplifting customer

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133: The Employee Experience Revolution

Customer Service Revolution | Customer Experience &... ·

2023/11/29

Prepare to uncover the truth about customer service in today's US economy. Listen here → https://thedijuliusgroup.com/csr133 We promise you a discussion that will not only shed light on the dramatic shift in consumer sentiment but also offer insights on how to turn this customer service recession into your competitive advantage. With customer satisfaction at a two-decade low, we stress the unparalleled importance of a consistent customer experience that will set your business apart from

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52:41

132: The 8 Things World-Class Experience...

Customer Service Revolution | Customer Experience &... ·

2023/11/15

Get 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

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50:37

131: From Boomers to Zoomers

Customer Service Revolution | Customer Experience &... ·

2023/11/08

Ever wondered why some brands like Starbucks continue to be loved generation after generation? Or perhaps you've pondered how the pandemic has forever changed the workforce, particularly for the Gen Z population? Listen here → https://thedijuliusgroup.com/csr131 John’s son, Cal DiJulius, joins him to unravel the mysteries of Gen Z in the workforce. As we ground our discussions in data-driven insights and actionable strategies, we reveal the unique behaviors, attitudes, and preferences of this

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57:57

130: Never Lose an Employee Again

Customer Service Revolution | Customer Experience &... ·

2023/10/18

Have you ever wondered how remote work is impacting our mental health? Or perhaps you're curious about how to redefine success in our increasingly digital world? Listen here → https://thedijuliusgroup.com/csr130 This episode of The Customer Service Revolution is for you. We're diving into the challenging realm of loneliness and the effects of remote work on our well-being. From the debate over the return to office to the professional isolation experienced by remote workers, we canvas the

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36:50

129: Going From One Spa Room to the Fastest-Growing...

Customer Service Revolution | Customer Experience &... ·

2023/09/27

Want to know the secret to growing a business from a humble start in the back of a tanning salon to a nationwide franchise? Listen here → https://thedijuliusgroup.com/csr129 On today’s episode of The Customer Service Revolution, John’s guest, Joe Stanoszek, founder of the fastest-growing med spa in the country, VioMed Spa, shares his awe-inspiring journey and how his commitment to exceptional customer service played a significant role in his success. With a candid conversation about his personal

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249 results

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