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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

01:07:38

097: From Homeless to Bad Ass Boss Bitch

Customer Service Revolution ·

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 ·

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 ·

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 ·

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 ·

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 ·

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 ·

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 ·

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 ·

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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33:37

088: The Change Enthusiasm

Customer Service Revolution ·

2022/06/01

Cassandra Worthy is the world’s leading expert on Change Enthusiasm®. She is lighting the world on fire with her refreshingly unique take on not just “managing” but growing through change. Cassandra also runs a consulting firm called Change Enthusiasm Global. Through her work at the firm, she helps people understand what having a growth mindset really means and how to practice it. When you have a growth mindset, you can harness the power of emotion to fuel your growth and betterment. This is why

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48:41

087: Mastering Employee Engagement

Customer Service Revolution ·

2022/05/25

Jared Green is a speaker, author, and executive coach. He is known for bridging the gap between human engagement and organizational development through his company, Engage 365. Jared’s mission is to reimagine and redesign the employee experience with people strategies that best support business strategies. Jared’s company and his mission could not be more timely or relevant coming off the pandemic. We’re all hopeful that we’re nearing the end of this season and coming out of what’s been coined “The

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08:25

086: How to Create Your Signature eXperience & Remove...

Customer Service Revolution ·

2022/05/18

Does your company have a Signature eXperienece? A Signature eXperience is a distinct customer experience your customers can only get from you. Creating this kind of experience for your customers requires consistency. You have to get rid of “employee roulette” and train your employees on the CX that sets your organization apart. In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group discusses how to do this. Tune in to learn how to create your signature experience and remove

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06:16

085: How to Deal with the Critics & Cynics in your...

Customer Service Revolution ·

2022/05/11

Every one of us has three groups of people in our lives and businesses. We have the believers, the fence-sitters, and the critics and cynics. The percentages of each group may be different for each of us but we all deal with these three groups. The question is, what do we do about that third group? How do we deal with the critics and cynics in our organizations? Chief Revolution Officer John DiJulius of The DiJulius Group discusses this topic in this episode of The Customer Service Revolution. Tune

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12:31

084: 4 Price Myth Busters

Customer Service Revolution ·

2022/05/04

Have you ever lost a customer and blamed it on your prices? Maybe you assumed that the reason the customer left was that your prices were too high. So, what did you do? You lowered your prices. In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group explains why this is a bad idea. He asserts that when customers complain about your prices, it’s more than likely not because they're cheap. Rather, they're not willing to spend that much money because your experience didn't

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37:57

083: Restaurant Group Increases Sales and Profits...

Customer Service Revolution ·

2022/04/27

During the COVID-19 pandemic, many restaurants faced challenges beyond their control. Roughly 80,000 restaurants have temporarily or permanently closed since the start of the pandemic, according to estimates from the National Restaurant Association, down from 110,000 at the peak of the pandemic. Edley’s Restaurant Group is no exception. They are a restaurant company in the metro-Nashville, Tennessee area with 7 locations and 400 team members. However, despite their many challenges over the past

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12:04

082: What has a Better ROI: Advertising or CX Training?

Customer Service Revolution ·

2022/04/20

Chief Revolution Officer John DiJulius of The DiJulius Group discusses what has a better ROI: Advertising or CX Training? Learn: The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have Sales is a lagging indicator of the level of CX your company is providing 75% “don’t accept advertisements as truth” 90% “believe brand recommendations from friends” 5% increase in customer retention can increase a company’s profit by 75% 80% of your company’s future

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08:36

081: Reducing Customer Rage

Customer Service Revolution ·

2022/04/13

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can reduce customer rage. You Will Learn: Customer anxiety is at an all-time high How to be aware of empathy fatigue To make employees aware that customers may overreact How to train employees to defuse How to train employees to avoid customer rage To manage customer’s expectations by being totally transparent Resources mentioned: The Customer Service Revolution Podcast *** EPISODE CREDITS: If you like this

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49:49

080: Becoming a Successful CX (Customer Experience)...

Customer Service Revolution ·

2022/04/06

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Frank Favaro, one of the top Customer Experience Coaches. They discuss how after having successful careers in multiple industries by focusing on building strong relationships, Frank started his own coaching business helping others do the same. You will learn: How Frank brought customer experience and relationship building into an industry that primarily focused on being the lowest bidder How Frank helped his business grow by

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20:29

079: Improve Communication to Retain Your Top Talent...

Customer Service Revolution ·

2022/03/30

The DiJulius Group’s Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies need to improve communication to retain top talent in an employee market. You will learn: How the most challenging issue all companies face can be summarized in one word: communication. By improving communication within departments, locations, and other teams, your organization can create a world-class employee experience that people won’t want to leave.

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42:49

078: Make BIG Happen

Customer Service Revolution ·

2022/03/23

Most books that teach how to build and grow a company are organized around the functional areas of business, such as people, finance, operations, and marketing. Those factors are important – no question. But what is missing is an overarching methodology that systematically drives execution on the activities that will lead to BIG growth and success in your business. At CEO Coaching International, they have developed, refined, and used the Make BIG Happen System to help over 800 companies reach

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