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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

31:39

211: Building Empathy Using a Day in the Life Video

Customer Service Revolution ·

2025/07/03

Day in the life Summary In this episode, Denise Thompson and John DiJulius discuss various themes surrounding age, happiness, and the importance of kindness in society. They delve into the findings of the World Happiness Report, highlighting the decline in happiness in the US and the specific struggles faced by young adults. The conversation shifts to the significance of empathy and compassion in customer service, emphasizing the need for organizations to understand their customers better. John

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27:33

210: The Power of Customer Experience Action Statements

Customer Service Revolution ·

2025/06/26

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the importance of the Customer Experience Action Statement and its role in transforming organizational culture. He explains how this statement serves as a guiding principle for employees in their interactions with customers, emphasizing the need for actionable and measurable goals. The conversation delves into the structure of the statement, the three pillars that support it, and provides examples from

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38:16

209: Achieving NPS Growth Through Client Engagement

Customer Service Revolution ·

2025/06/19

Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative 'Moments Matter' initiative. They discuss the framework's three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in client and teammate experiences. Victor shares insights on the ambassador program, the importance of emotional connections with clients, and how the

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36:41

208: Building Relationships in the Digital Age

Customer Service Revolution ·

2025/06/12

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical importance of human experience in business, emphasizing that while technology can enhance service, it cannot replace the unique value of personal interactions. He introduces the concept of URX (You Are the Experience) and highlights the decline of people skills across generations, particularly among younger employees who are often 'relationship disadvantaged' due to their upbringing in a

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39:09

207: Customer Bill of Rights

Customer Service Revolution ·

2025/06/05

Summary In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson discuss the importance of transforming negative experiences into positive ones in customer service. They explore the concept of the Customer Bill of Rights, emphasizing the significance of consistency in service delivery. The conversation delves into the 'nevers and always' framework, which helps businesses establish clear expectations for customer interactions. John shares practical examples and

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36:16

206: The Key to Keeping Your CX TOMA

Customer Service Revolution ·

2025/05/29

Summary In this episode Chief Revolution Officer John DiJulius talks to Kevin Sloan, Executive Vice President, Head of Retail Banking,for KeyCorp. As Head of Retail Banking, Kevin Sloan leads the execution of KeyBank’s retail relationship growth strategy centered on helping clients and communities thrive. His responsibilities include leading 5,500 teammates across Key’s 950 branch offices, its Business Performance, Support & Enablement team, and its Client & Teammate Experience team. He is also

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27:24

205: Secret Service - The Power of Personalizing...

Customer Service Revolution ·

2025/05/22

Summary IIn this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of 'Secret Service' that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution of customer service terminology. The conversation also highlights memorable customer service experiences and the impact of community in

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22:49

204: Secret Service - The Power of Personalizing...

Customer Service Revolution ·

2025/05/15

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of customer experience, particularly in the context of the Customer Experience Executive Academy. They explore how businesses can navigate economic uncertainty by focusing on enhancing customer experiences. John shares insights on the concept of 'Secret Service' in customer service, emphasizing the need for personalized interactions and systems that recognize customer

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21:31

203: Why Customers Are Revolting

Customer Service Revolution ·

2025/05/08

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically

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35:08

202: Trust Matters More Than Ever

Customer Service Revolution ·

2025/05/01

Summary In this conversation, Dr. David Horsager, a leading authority on trust, discusses the critical role of trust in leadership and business. He emphasizes that trust is not just a soft skill but a fundamental component that affects the bottom line. The discussion covers the historical context of trust, the shift towards personal trust in the digital age, and practical tools for measuring and building trust within organizations. Dr. Horsager introduces the eight pillars of trust and

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26:48

201: Navigating Uncertainty: Leadership Strategies...

Customer Service Revolution ·

2025/04/24

Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on employee experience and customer experience as key components of business strategy during challenging times. Takeaways Staff are nervous during

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36:22

200: Indicators of Failing Customer Service:...

Customer Service Revolution ·

2025/04/17

In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect customer experience often face dire consequences. John emphasizes the need for a Return on Experience (ROX) dashboard to track customer satisfaction and complaints. They also explore common mistakes CEOs make, such as failing to prioritize customer and employee

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27:14

199: Creating a Zero-Risk Customer Experience

Customer Service Revolution ·

2025/04/10

summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies for training staff, handling customer complaints, and the significance of service recovery in building customer

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34:34

198: The Value of Outspoken Employees

Customer Service Revolution ·

2025/04/03

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys. DiJulius also highlights the significance of investing in employee development, creating a culture of accountability,

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42:32

197: Structuring Your Presentations for Maximum Impact

Customer Service Revolution ·

2025/03/27

Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers. The conversation also covers the effective use of slides and the significance of storytelling in making presentations memorable. In this

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32:24

196: Navigating Price vs. Quality in Service

Customer Service Revolution ·

2025/03/20

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate how customer service can make or break a brand. The conversation highlights the significance of making customers feel

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26:26

195: The Key to Successful Multi-Location Management

Customer Service Revolution ·

2025/03/13

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of creating consistency in customer service across multiple locations. They explore the challenges businesses face when scaling, the six components of customer experience, and the significance of proof of concept in training. The conversation emphasizes the need for daily habits, technology's role in enhancing customer experience, and strategies for engaging remote teams

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18:07

194: Current CX and EX Happenings

Customer Service Revolution ·

2025/03/06

Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer service. DiJulius advocates for comprehensive training that balances operational skills with soft skills to enhance service aptitude

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42:35

193: John's Journey Part 2

Customer Service Revolution ·

2025/02/27

Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss the evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today's workforce. John shares insights from his journey in building The DiJulius Group and emphasizes the significance of investing in employee development to foster a strong community and culture. The

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37:35

192: John's Journey

Customer Service Revolution ·

2025/02/20

Summary: In this episode, Denise and John discuss John's journey from being an employee at UPS to becoming a successful entrepreneur in the beauty industry. They explore the challenges faced in starting a salon, the importance of customer service, and how John's experiences led him to become a sought-after speaker and consultant. The conversation highlights the evolution of The DiJulius Group and the lessons learned along the way. Takeaways: John always had an entrepreneurial spirit. Their

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232 results

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