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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

29:05

117: How to Crush the Competition with Service

Customer Service Revolution ·

2023/05/17

Customer service is often seen as a “soft skill,” something nice to have but not necessary for a business to run well. It’s an afterthought, and this is especially true for small businesses. When small businesses can learn customer service skills from larger ones, the business owners can see them flourish and thrive. You’re delivering a high level of service in what may be an unexpected environment. It takes an everyday experience and transforms it into a special one. In this episode of The Customer

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35:41

116: The Marketing Magnifier

Customer Service Revolution ·

2023/05/03

Creating actionable marketing strategies and ideas can make all the difference in getting your business noticed. But not all marketing is created equally, so you have to know what types apply to your particular enterprise. Today, digital marketing is what most people think of when they think about marketing. It includes social media platforms, email marketing campaigns, and even display ads on websites like CNN or Fox News. In this episode of The Customer Service Revolution, John welcomes guest

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32:22

115: Tailoring Your Brand Experience to the Female...

Customer Service Revolution ·

2023/04/26

You're missing out if your company isn’t creating an experience for its female shoppers. Female shoppers influence 86% of all household spending. Worldwide, they control and influence $43 trillion of spending. Companies often neglect their female demographic, catering to their male shoppers' more utilitarian needs and desires. Making minor adjustments could attract more female shoppers and add more revenue to your bottom line. In this episode of The Customer Service Revolution, John welcomes

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29:33

114: How Leaders Can Be Better Storytellers

Customer Service Revolution ·

2023/04/12

Capturing 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

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32:18

113: Rock the Recession!

Customer Service Revolution ·

2023/04/05

Layoffs are all over the news lately, and the word “recession” is everywhere. As a business owner, you may be fielding your employees’ questions about how a recession will affect your business. Smart business owners recognize the need to prepare for a recession before it becomes a reality. Preparing for a recession may feel counterintuitive--like you’re bracing for a car crash. However, having the right plan in place can help ease your mind and soothe the concerns of your employees. You won’t wonder

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44:10

112: How a Serial Entrepreneur Inspires Millenials...

Customer Service Revolution ·

2023/03/29

Millennials 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

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38:58

111: Creating a Customer Service Revolution

Customer Service Revolution ·

2023/03/15

Creating 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

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13:03

110: REPLAY: What it takes to be a Revolutionary

Customer Service Revolution ·

2023/03/08

Chief 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/

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47:43

109: Customer eXperience Executive Panel

Customer Service Revolution ·

2023/02/22

According to Forbes, the CXE, or Customer eXperience Executive, is one of the fastest-growing roles. The DiJulius Group even offers a 12-month master’s course in customer experience called Customer eXperience Executive Academy. Its graduates have many success stories but have been through some of the same challenges and roadblocks your organization may be going through as it attempts to improve the customer experience. Rolling out new training to a team can be a tremendous undertaking. The customer

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34:11

108: Building a World-Class Internal Culture

Customer Service Revolution ·

2023/02/15

We often don’t consider that the internal culture directly inside our organizations impacts our external culture. Building teams that work together allows us to focus on the customer. Departments operating in silos, poor internal handoffs, and miscommunication are all employee dissatisfiers and negatively impact customers. Some of the same tools we use externally can also be used internally to evaluate what we can improve internally. Roleplay exercises, using negative cues to identify the tone of

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39:45

107: Complaints 101

Customer Service Revolution ·

2023/02/08

Complaints to any organization are a gift, especially today since consumers have so many options. Are your teams handling these important interactions consistently well? Are you tracking the issues and outcomes to monitor trends and bigger issues? Many organizations have implemented acronyms to help frontline workers deal with conflict when customers complain about their service or products. One common thread in these acronyms is the ability to listen, apologize, solve the issue, and thank the

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37:03

106: World Class Leadership - Coaching Culture

Customer Service Revolution ·

2023/02/01

We all have different answers to the question, “What is company culture?” Some say values. Others say purpose. However you define it, it encompasses behavior, knowledge, beliefs, and habits. Great coaches motivate teams and maximize their performance - both on the field and in the workplace. Learn how to cultivate a coaching culture in your organization by changing the leadership playbook to one that empowers and engages coaches and their teams. Brittni Walker is a Certified Customer eXperience

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51:44

105: What I Wish My Parents Knew

Customer Service Revolution ·

2023/01/25

On 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

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43:44

104: How To Turn the Great Resignation Into The Great...

Customer Service Revolution ·

2023/01/11

Many 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

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32:15

103: The State of Customer Experience

Customer Service Revolution ·

2023/01/04

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience. In this episode, we’re explaining the reason for all of these things and discussing the state of customer experience in 2023. John DiJulius presented the talk we’re sharing today during the Customer Service Revolution

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49:33

102: A Time to Win

Customer Service Revolution ·

2022/12/14

Today on The Customer Service Revolution, John talks with customer experience and digital marketing pioneer, Jay Baer. Jay has spent nearly 30 years helping the world's most iconic brands gain and keep more customers. This work has caused him to be inducted into the Hall of Fame of professional speakers and word-of-mouth marketing. Jay has also written six best-selling books and built five multimillion-dollar companies. He presented at The Customer Service Revolution a few years ago and was one of

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49:20

101: The Generational Guru

Customer Service Revolution ·

2022/12/07

In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC. Through his company, Mark is leading the national paradigm shift in education and workforce development. He shares his message not only through the work he does with TFS Results but also as a highly-rated speaker. The title of generational guru is

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51:22

100: Double Sales with Zero Salespeople

Customer Service Revolution ·

2022/11/09

In 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

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12:08

099: Meet as Strangers, Leave as Friends

Customer Service Revolution ·

2022/11/02

There 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,

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48:10

098: Boundless with Andy Bailey

Customer Service Revolution ·

2022/09/21

Andy Bailey is a best-selling author and business coach. He started his first business in college and grew it to be an INC 500 multi-million dollar company. Through this experience, he learned how to build great organizations. Most recently, Andy founded the company Petra. He spends his time coaching and passing on to other entrepreneurs, business owners, and leaders the principles and practices he used to build his own successful enterprise. In this episode, Andy is joining us to discuss how he

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