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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

18:41

077: Turn Upset Customers into Brand Evangelists

Customer Service Revolution ·

2022/03/16

The DiJulius Group’s Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies can turn upset customers into brand evangelists. You will learn: How to anticipate your service defects and put protocols in place to make them right How to be prepared and equipped to respond to predictable customer challenges: shipping delays, long hold times, products out of stock, etc. Training employees to have full awareness of the potential service

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48:49

076: The Ultimate Patient Experience

Customer Service Revolution ·

2022/03/09

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dr. David Moffet, and his wife, Jayne Bandy, about how they have built the Ultimate Patient Experience. Dr. Moffet is a bestselling author, entrepreneur, and today he and Jayne are Customer Experience Coaches who help transform the experience businesses deliver. You will learn: Dr. Dave’s obsession with ongoing learning to become the best at anything he does How this dynamic Australian couple disrupted the dental industry and

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52:11

075: The Challenger Sale: Taking Control of the...

Customer Service Revolution ·

2022/03/02

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Matthew Dixon, the best-selling author of The Challenger Sale: Taking Control of the Customer Conversation (Portfolio/Penguin 2011), which was a #1 Amazon and Wall Street Journal bestseller that has sold nearly a million copies worldwide and has been translated into a dozen languages. You will learn: What a Challenger Sale is and how it has one of the most important advances in selling in many years The 5 types of sales reps

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27:36

074: Training Your Leaders How to Lead

Customer Service Revolution ·

2022/02/23

The DiJulius Group’s Senior Customer Experience Consultant, Dave Murray, shares why companies need to train their leaders how to lead. You will learn: In today’s workplace, new leaders are promoted because they have done their jobs well, not because someone identified them as an emerging leader of others. Many organizations make assumptions that by making their way up the corporate ladder, the new leader is equipped to lead others simply based on their past experiences. The unfortunate reality is

en

24:46

073: Keys to Delivering a Consistent, Great Customer...

Customer Service Revolution ·

2022/02/16

The DiJulius Group’s Senior Customer Experience Consultant, Dave Murray shares how companies can deliver a consistent, great customer experience. You will learn: How to stand out in a crowded marketplace How to ensure that you can maintain great service levels, even during rapid growth How to deliver a consistent experience between departments, locations, shifts, etc. How to create your own Customer Experience Cycle (CEC) Resources mentioned: www.thedijuliusgroup.com The Customer Service

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45:05

072: Winning on Purpose – The Unbeatable Strategy of...

Customer Service Revolution ·

2022/02/09

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred’s newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers. You will learn: How NPS has been adopted by two-thirds of the Fortune 1000 companies Why NPS is broken and why he needed to write a new book to address what companies and leaders are doing wrong The most common

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25:18

071: Build the Culture Employees will Love

Customer Service Revolution ·

2022/02/02

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can build a culture that employees will love. Learn: The DiJulius Group’s leadership mission How to prioritize employees’ mental health How to drive employee engagement Why you should build a culture moat And how the great resignation is a great opportunity Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this episode, we’ve created a PDF that has all of the

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58:39

070: An Entrepreneur’s Relentless Drive to Build a...

Customer Service Revolution ·

2022/01/26

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Stephen Kearley, the President of Benson Kearley IFG (BKIFG), a financial service company based in Ontario, Canada. Kearley has built BKIFG into an incredibly successful firm known for being a world-class customer service organization. You will learn: How Kearley’s lifelong obsession for learning has allowed his firm to grow far past his original goal What he feels was the best professional decision he has ever made How BKIFG

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13:32

069: Solving the WFH (Work From Home) Quandary

Customer Service Revolution ·

2022/01/19

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can solve the WFH quandary. Learn: The negative side effects of employees working from home Studies show WFH as a top priority for employees looking for a new job or choosing to stay in their job How to solve the WFH quandary How to create virtual energy in your weekly department meetings Why leaders need to learn how to lead from a distance Resources mentioned: www.thedijuliusgroup.com The Customer Service

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13:13

068: Stop Calling It a Labor Shortage, It Is a...

Customer Service Revolution ·

2022/01/12

Chief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis. Learn: Why CX Strong should be your company’s highest priority right now Why overall customer satisfaction is at a 15-year low What are the two biggest mistakes companies are making right now? How performance is contagious Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you

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51:07

067: Lead Well

Customer Service Revolution ·

2021/12/15

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Ken Falke about his newest book Lead Well: 10 Steps to Successful and Sustainable Leadership. As a former member of the U.S. Navy, a serial entrepreneur, and the current chairman and founder of Boulder Crest Foundation, Ken has learned the key disciplines that make a great leader. Learn the Lead Well 10: #1: Lead Yourself First #2: Set and Clearly Communicate Your Vision #3: Set and Achieve Goals that Align with Your Vision #4:

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51:44

066: Is it Time for a CXO (Chief Experience Officer)?

Customer Service Revolution ·

2021/12/08

Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, presents a webinar to help you determine if it is time for a CXO (Chief Experience Officer). You will learn: When it is time to hire/promote a CXO Where CXOs come from How to prepare and train a CXO How to hire/promote the right CXO What a CXO should be responsible for Resources mentioned: The Customer Service Revolution Podcast Customer Experience Executive Academy

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08:20

065: The Best Thing You Can Collect

Customer Service Revolution ·

2021/12/01

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the most important thing anyone can collect and how it will appreciate faster than anything else. Life is all about relationships and the rest is just details. You will learn: Why you need to be extremely choosy when collecting relationships How our accomplishments are the result of hundreds of contributions throughout our lives Who the leading cast members and supporting characters in our lives are Why there’s no such thing as

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13:50

064: How to Live an Extraordinary Life… So Countless...

Customer Service Revolution ·

2021/11/10

Chief Revolution Officer John DiJulius of the DiJulius Group discusses why undeveloped potential cheats those around us and those we touch, influence, and impact. It also deprives us of joy, satisfaction, and opportunities. Living life to our fullest potential is not an opportunity; it is a responsibility. We have an obligation to be the best version of ourselves that we can possibly be every day. This isn’t just about us and how our life will benefit. It’s also for all the people depending on us:

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08:50

063: 5 Steps to Creating an Organization Obsessed...

Customer Service Revolution ·

2021/11/03

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees. You will learn: One of John’s favorite stories of going above and beyond How an above and beyond mentality requires a cultural shift in the way you and your employees think How creating an

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07:55

062: The Customer Experience Olympics

Customer Service Revolution ·

2021/10/27

Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched the presentation online doesn’t mean they retained everything that was taught. There must be a certification component. It is important to

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07:25

061: Why Your Doctor, Lawyer, & Accountant Suck at...

Customer Service Revolution ·

2021/10/20

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the top 4 reasons why the majority of businesses from the medical, financial, and legal industries are so archaic in the client experience they deliver. You will learn: Why doctors, lawyers, and accountants don’t have time to focus on strong business practices, building a strong corporate culture, or creating a world-class client or patient experience How technical brilliance has become a commodity Why there’s a need for

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08:06

060: How to Attract a Bunch of Tesla-Driving,...

Customer Service Revolution ·

2021/10/13

Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers are looking for superior products and services wrapped in a compelling experience that makes them feel better about themselves. Those brands are a

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12:30

059: 6 Steps in Launching a Successful Customer...

Customer Service Revolution ·

2021/10/06

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts. Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and die. This leaves the management team frustrated and cynical and the employees skeptical about what the next program of the year, the flavor of the month, or management by the best seller will be. The

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46:36

058: Creating a Tattoo Worthy Brand

Customer Service Revolution ·

2021/09/29

Chief Revolution Officer John DiJulius of the DiJulius Group talks with the legend of corporate culture, Chuck Runyon. Chuck is the CEO and co-founder of Self Esteem Brands, LLC, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U. Chuck has created one of the most amazing internal work cultures for his employees and franchisees. More than 5,000 employees and customers (members) have Anytime Fitness tattoos! You will learn:

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