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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

47:35

057: I’ll Be Back – How to Get Customers to Come Back...

Customer Service Revolution ·

2021/09/22

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again. You will learn: How to design and create an experience that gets customers to return again and again. The difference between repeat customers and loyal customers. The one trackable trend that leaders must monitor every morning. Why most "loyalty programs" fail to create customer loyalty. How delivering

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09:27

056: How to Capitalize on Revenge Spending

Customer Service Revolution ·

2021/09/15

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best way to capitalize on revenge spending. The last 18 months have built up a lot of demand and consumer savings are near record highs. However, customers are now pickier than ever about which companies they do business with. Learn how you can position your business to handle what could be an economic boom for some. You will learn: Revenge spending is a key reason to expect economic growth in the foreseeable future Why

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11:50

055: The Weather Report Challenge

Customer Service Revolution ·

2021/09/08

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service. You will learn: If your employees are not providing the same level of customer experience every single time, then you’re going to get an employee roulette. Call your company and ask whoever answers the phone if they can tell you what the weather is. How Zappos and John Robert’s Spa

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38:56

054: “The Experience Maker” with Dan Gingiss

Customer Service Revolution ·

2021/09/01

Senior Customer Experience Consultant for The DiJulius Group Dave Murray talks with international keynote speaker and customer experience coach Dan Gingiss about some great insights from his upcoming book, The Experience Maker, as well as about how to create an experience that people want to share. You will learn: How to be WISE in your customer experience and WISER than the competition What it looks like to be witty and clever in your customer experience Why extraordinary means focusing on being

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40:30

053: The Science of Service and Loyalty with Jack Mackey

Customer Service Revolution ·

2021/08/25

In this week’s episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, sits down with Jack Mackey who's listed in the Who's Who of Customer Experience and is a founding member of the Customer Experience Professionals Association. Understand how to create remarkable new experiences by solving not selling and make it easy for your customers to buy from you by engaging human-to-human and teaching through stories. In today’s episode, you will learn: What is the actual

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56:28

052: Talking "Ultimate Guest Experience" with Author...

Customer Service Revolution ·

2021/08/18

Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience. You will learn: The difference between the customers we attract versus the customers we pursue The true importance of setting expectations What the primary differentiator for your business is What reverse mentors are and why they’re important What can happen in

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44:33

051: Measuring Your Customer’s Experience

Customer Service Revolution ·

2021/08/11

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer’s experience. You will learn: Why measuring your customer’s experience is critical to improving the customer service your organization delivers. What the best types of measurement tools to get the highest response rate and most accurate information are.

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48:21

050: World Class Leadership

Customer Service Revolution ·

2021/07/28

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, or “Murray,” Senior Customer Experience Consultant for The DiJulius Group, about the Commandment X of The DiJulius Group’s Methodology, World-Class Leadership. You will learn: How to create a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the service vision of the organization. Walking the talk. Every world-class customer service organization is

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01:08:04

049: The Customer Experience Cycle

Customer Service Revolution ·

2021/07/21

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy about the power of establishing consistency throughout every customer touchpoint and creating systems and processes that remove variation and provide a consistent customer experience. You will learn: How to transform even your mundane interactions into memorable experiences How to identify the

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01:04:30

048: A World-Class Patient Experience

Customer Service Revolution ·

2021/07/07

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring. Vance is one of the most amazing human beings you will ever meet. You will learn: Why the medical industry is

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58:52

047: The Relationship Economy (Part 2)

Customer Service Revolution ·

2021/06/23

On this week’s podcast, Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy continues the second part of interviewing John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in The Digital Age. This is part 2 of 2 episodes. You will learn: How to dominate the relationship economy The 5 Keys to training your employees in the art of relationship building Conversation Never & Always

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32:09

046: The Relationship Economy (Part 1)

Customer Service Revolution ·

2021/06/16

On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. You will learn: Today's illiterate are those who have an inability to make a meaningful connection with others. Technology is not the enemy; using it to eliminate the human experience is

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01:06:03

045: World Class Internal Culture

Customer Service Revolution ·

2021/06/09

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only leadership to employees but employees to employees and department to department as well. You will learn: Interdepartmental teamwork: compassion &

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01:03:35

044: Zero Risk: Anticipating Your Service Defects and...

Customer Service Revolution ·

2021/06/02

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Murray talk about how to build a Zero Risk Organization. You will learn: What it means for an organization to be Zero Risk How easy are you to do business with? How to determine the most common places your company drops the ball How to create systems and processes to prevent those from happening How to build in-service recovery processes for

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01:12:00

043: A Customer Experience Action Statement

Customer Service Revolution ·

2021/05/26

In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Dave talk about how the best customer service companies in the world all have a customer experience action statement (formally known as the customer service vision statement). It is a clear call to action of what each and every employee should intentionally achieve every time they interact with a Customer. You will learn: Why we

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46:25

042: Customer Bill of Rights: You Want Customer...

Customer Service Revolution ·

2021/05/19

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver because they are brilliant at the basics. They also discuss how you can create a simple customer bill of rights that includes the things everyone in your organization should always

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12:05

041: How do Apple, Starbucks, and Southwest...

Customer Service Revolution ·

2021/05/12

Chief Revolution Officer John DiJulius of the DiJulius Group answers this question: Why do companies like Apple, American Express, Tesla, Chick-fil-A, Starbucks, Amazon, Southwest, and Zappos always outperform the rest of their industry regardless of the economy? It is the service, stupid! Today, discover how one company increased revenue to over $2 million a month by improving customer experience. What you will learn: How a small number of companies have now redefined what customers expect from

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40:29

040: Starting Your Customer Service Revolution Journey

Customer Service Revolution ·

2021/05/05

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have. You will learn: What the actual definition of Customer Service Revolution is What making price irrelevant means Which is more important to building a world-class customer service

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51:29

039: The Importance of Creating A Day in The Life of...

Customer Service Revolution ·

2021/04/28

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how one of the best ways to increase your employees’ service aptitude and empathy for their customers is by creating a day in the life of your customer story and customer avatars. You will learn: There is a more dangerous pandemic happening with no vaccine What a year of social

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56:46

038: The Chick-fil-A of Police Departments

Customer Service Revolution ·

2021/03/24

Johnny Jennings, Chief of Police at Charlotte-Mecklenburg Police Department, Charlotte, has a vision for what type of police department he wants to build, some may call it an unrealistic vision. Jennings wants Charlotte to be known as the Chick-fil-A of police departments. And he is not just talking about it. He is committed to making this vision a reality in one of the largest cities in America. What you will learn: That you can be for Black Lives Matter and have a tremendous amount of respect for

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