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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

33:37

088: The Change Enthusiasm

Customer Service Revolution | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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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18:41

077: Turn Upset Customers into Brand Evangelists

Customer Service Revolution | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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

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24:46

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

Customer Service Revolution | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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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249 results

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