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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

34:11

108: Building a World-Class Internal Culture

Customer Service Revolution | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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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01:07:38

097: From Homeless to Bad Ass Boss Bitch

Customer Service Revolution | Customer Experience &... ·

2022/08/10

Robin 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

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46:11

096: Referrals Without Asking

Customer Service Revolution | Customer Experience &... ·

2022/08/03

John 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

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58:40

095: Reimagining the American Dream

Customer Service Revolution | Customer Experience &... ·

2022/07/20

Even with all of the newfound technological advancements, the modern-day American workplace has left much to be desired. With many leaving the workforce for numerous reasons and those left feeling overstressed and overworked, it has become a challenge to see the light at the end of the tunnel for many workers and companies alike. It’s clear that there needs to be a change. But where do we start? Today’s guest, Jen Gresham, is a scientist, entrepreneur, military veteran and keynote speaker. She has

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36:26

094: AI and Your Contact Center

Customer Service Revolution | Customer Experience &... ·

2022/07/13

Joel 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

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52:53

093: Good Enough Now

Customer Service Revolution | Customer Experience &... ·

2022/07/06

Jess 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

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38:21

092: Change the Things You Can

Customer Service Revolution | Customer Experience &... ·

2022/06/29

As 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

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47:31

091: The Evolution of Service

Customer Service Revolution | Customer Experience &... ·

2022/06/22

Chief 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

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34:22

090: CX Focus Fuels Extreme Growth

Customer Service Revolution | Customer Experience &... ·

2022/06/15

The pandemic of the last couple years has proved how important customer experience is. Organizations and leaders have learned that they won’t survive if they don’t have a solid customer experience in place and train all of their employees to institute it consistently. Jay Juffre, the Executive Vice President of ImageFIRST, learned this firsthand. Jay has grown up in the textile and industrial laundry industry – holding just about every job you can imagine. He was tapped to oversee ImageFIRST’s

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33:36

089: Creating a Culture that Attracts and Keeps the...

Customer Service Revolution | Customer Experience &... ·

2022/06/08

Here at The DiJulius Group, we’re often surprised by how many leaders don’t think they are responsible for creating the culture they want in their organization. The truth is, only leaders can institute change like this. As the leader, you set the pace for how everyone else will perform their duties and serve your customers. On top of this, as entrepreneurs, we need to be training the leaders within our organizations. We need to teach them how to lead in a way that creates the company culture we

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249 results

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