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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

50:55

128: Ignite by Possibility

Customer Service Revolution | Customer Experience &... ·

2023/09/20

Can you remember the last time you silenced your inner voice? Listen here → https://thedijuliusgroup.com/csr128 This episode of The Customer Service Revolution invites you to a fascinating conversation with Bronkar Lee, whose journey from an overweight kid to a high-profile entertainer, performer, and motivational speaker is inspirational. Bronkar's unique blend of music and circus entertainment, which has earned him spots on the Tonight Show with Jay Leno and a Super Bowl commercial, is a

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31:52

127: 6 Reasons Your Customer Experience Plummets When...

Customer Service Revolution | Customer Experience &... ·

2023/08/23

Just imagine if unchecked growth led your business to a painful downturn, compromising hiring standards, creating culture clashes, and ultimately causing a significant drop in customer service. That's what happened to Starbucks, and in this episode of The Customer Service Revolution, we learn from their experience, identifying the crucial lessons about maintaining company culture during rapid expansion and why hiring the right people is critical. We're hitting hard on the six major culprits behind

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41:56

126: The Employee eXperience Revolution

Customer Service Revolution | Customer Experience &... ·

2023/08/16

As we stand on the precipice of a major shift in the workforce landscape, how will your organization adapt to the challenges and opportunities brought about by the Great Resignation? Are you ready to embrace the future of remote working and cultivate a company culture that attracts top-quality recruits and inspires your existing employees to reach their full potential? In this episode of The Customer Service Revolution, John dissects these pertinent issues and more. He explores how the pandemic has

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48:20

125: Learning to Live Life on Your Own Terms

Customer Service Revolution | Customer Experience &... ·

2023/08/09

Prepare to be amazed as John ventures alongside the dynamic Anne Mahlum, a prominent American entrepreneur, motivational speaker, and philanthropist with a knack for starting and building businesses that make a real difference. From launching the revolutionary non-profit “Back on My Feet” - a transformative running club for the homeless, to founding one of the country's most successful boutique fitness companies, “Solid Core,” Anne's journey is nothing short of inspiring. Her story is packed with

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44:53

124: The Ownership Mindset

Customer Service Revolution | Customer Experience &... ·

2023/08/02

Who says engineering and entrepreneurship can't mix? In this episode of The Customer Service Revolution, John’s guest, Kerry Siggins, is the dynamic CEO of StoneAge Holding and has successfully bridged the gap between these two seemingly polar worlds. From her engineering background to the helm of a tech company, Kerry has charted an unconventional path laden with personal and professional hurdles. Tune in as she recounts her early days at StoneAge, the challenges of being a young CEO, and her

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40:55

123: Unleash the Offensive Mindset and Strategy...

Customer Service Revolution | Customer Experience &... ·

2023/07/19

Prepare to harness your potential and rip through barriers that have held you back. Get ready to learn from high-performance coach, speaker, author, and founder of multiple coaching programs, Brett Eaton, as he guides us through his unique strategies that have propelled countless clients toward their greatest achievements. Brett's approach to high-performance coaching, grounded in his personal journey from sports to coaching, is a testament to the transformative power of wellness, self-care, and a

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01:07:39

122: The Enemy of Great Customer Experience is...

Customer Service Revolution | Customer Experience &... ·

2023/07/12

Imagine transforming how you handle customer service from a necessary part of the business to a moment that truly matters to the client. Sounds intriguing, doesn't it? In today's episode of The Customer Service Revolution, John welcomes Kevin Sloan, executive vice president of the branch network at KeyBank. You'll discover the revolutionary approach to customer service that sets KeyBank apart in the banking industry. Kevin takes us through the journey of KeyBank's “Moments Matter” initiative, a

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40:08

121: Listening to What Your Customers Are Saying

Customer Service Revolution | Customer Experience &... ·

2023/06/28

What does it really mean to listen to your customers and harness the power of their voice? In this week’s episode of The Customer Service Revolution, John had the pleasure of discussing this fascinating topic with Leslie Pagel, Chief Evangelist of Authentics. Leslie offers her unique insights into the Voice of the Customer (VoC), its differences from customer satisfaction surveys, and the importance of listening at scale to unsolicited feedback. She also shares some advice for businesses interested

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44:37

120: The Most Likable Person I Have Ever Met

Customer Service Revolution | Customer Experience &... ·

2023/06/21

What's the secret to building lifelong relationships and turning bad luck into good fortune? Join John as he chats with the incredibly likable Eddie Cheyfitz. Eddie shares his inspiring journey from working in a grocery store to becoming a successful sales executive and eventually founding his nonprofit, Believe in Dreams. Eddie reveals the power of curiosity in building lasting connections and how he used these bonds to rise through the ranks at Nestle and, later, fulfill underprivileged children's

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47:53

119: State of CX

Customer Service Revolution | Customer Experience &... ·

2023/06/14

John recently had the incredible opportunity to chat with Shep Hyken, a true expert in the customer service and experience world and a best-selling author. They discussed the current landscape of customer service and its crucial role in building customer loyalty. Their conversation led them to explore the fascinating statistics from the 2023 ACA study, revealing that customers are willing to pay more for excellent service and the significant impact convenience has on satisfaction and loyalty. Shep

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28:46

118: Ship.Shipmate.Self

Customer Service Revolution | Customer Experience &... ·

2023/05/24

If you’re paying attention, you can find examples of leadership skills almost anywhere in life. From playing football to working in a corporate environment, good leaders stand out and inspire those around them to follow their lead. What makes a good leader? What skills do they have that make them someone worthy of looking up to? One fundamental characteristic is that they know how to make decisions and move forward without regret. In this episode of The Customer Service Revolution, John welcomes

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29:05

117: How to Crush the Competition with Service

Customer Service Revolution | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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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