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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

01:04:30

048: A World-Class Patient Experience

Customer Service Revolution | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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 | Customer Experience &... ·

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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51:37

037: Struggle Well

Customer Service Revolution | Customer Experience &... ·

2021/03/17

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Ken Falke, a former member of the U.S. Navy, serial entrepreneur, and author. Today, Ken’s passion is taking care of his fellow combat veterans and their family members. He is the chairman and founder of Boulder Crest, an organization that focuses on the teachings of posttraumatic growth. Ken spends the majority of his time educating the public and private sectors on the issues surrounding the long-term care of our returning

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48:51

036: If You Don’t Grow The Team, You Can’t Grow The...

Customer Service Revolution | Customer Experience &... ·

2021/03/10

Chief Revolution Officer John DiJulius of the DiJulius Group brings back Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes-uncomfortable message on leadership to thousands of entrepreneurs. Arnie is an expert practitioner, and now speaker and consultant in creating world-class customer service cultures. Arnie is the founder and CEO of BetterBookClub where he

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56:45

035: Tough Times: Tougher Teams

Customer Service Revolution | Customer Experience &... ·

2021/03/03

The DiJulius Group’s Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan's books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, by a remarkable coincidence, SLAP. Stan recently wrote an incredible white paper called Tough Times: Tougher Teams. What you will learn: Who cares why things suck? What’s important is

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44:45

034: The Legacy of Tony Hsieh, The Man Who Built...

Customer Service Revolution | Customer Experience &... ·

2021/02/24

The DiJulius Group’s Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray talk about the legacy of Tony Hsieh, the man who built Zappos into a customer experience powerhouse. Hsieh pioneered so many revolutionizing customer experiences used in all industries today. What you will learn: How Tony Hsieh, CEO of Zappos, took an unthinkable business model and turned it into a billion-dollar business. How Zappos produced higher sales by focusing less on marketing

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53:28

033: The Secret Behind How Chick-fil-a Gets Their...

Customer Service Revolution | Customer Experience &... ·

2021/02/17

Chief Revolution Officer and best-selling author John DiJulius speaks with Ryan Magnon, Senior Principal Operations Lead at Chick-fil-A Corporate. From quality officer in the Air Force to Vice President of Quality for the luxury hotel brand Capella Hotels & Resorts to Senior Member of the American Society for Quality, Ryan knows service excellence in and out. Talk about an Ivy League education in hospitality, Magnon has worked for two of the biggest hospitality giants, Horst Schulze, co-founder of

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13:03

032: What it Takes to Be a Revolutionary

Customer Service Revolution | Customer Experience &... ·

2021/01/13

Chief Revolution Officer and best-selling author John DiJulius shares What it takes to be a Revolutionary. In order to be a Revolutionary, you need to: Never say or accept “I gave my best” Understand the Reality Distortion Field Ask yourself ‘What belief system needs to be changed in your world’? Understand the mindset of a Revolutionary Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ http://cxcoaching.com/

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15:53

031: How to Be The Brand Employees Can't Live Without

Customer Service Revolution | Customer Experience &... ·

2020/12/16

Chief Revolution Officer and best-selling author John DiJulius shares how to be the brand EMPLOYEES can’t live without. In order to be the brand EMPLOYEES can’t live without, you need to focus on these areas: Make your interview process ungameable. Become the business great employees seek out. Make your brand tattoo worthy. World-class starts at headquarters. Be an energy giver, not an energy taker. Know what the best gift you can give your employees is on a regular basis. Resources mentioned:

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15:42

030: How To Be The Brand Customer's Can't Live Without

Customer Service Revolution | Customer Experience &... ·

2020/12/09

Chief Revolution Officer and best-selling author John DiJulius shares How to be the Brand Customers Can’t Live Without. In order to be the brand customers can’t live without, you need to: Focus on Micro-Moments Avoid Empathy Fatigue Address the Relationship Deficit Train your employees on how to make an emotional connection in every interaction Utilize Relationship Hacks Justify a Relationship Tax Resources mentioned: www.thedijuliusgroup.com

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23:58

029: State of Service

Customer Service Revolution | Customer Experience &... ·

2020/12/02

Chief Revolution Officer and best-selling author John DiJulius shares what your organization needs to do to Reimagine your business model to help make 2021 your best year ever! You will learn: Understand the irreversible impact of COVID-19 What are the best ways to Reimagine your business model? How COVID is not changing the future, it is accelerating it. The COVID business mortality rate will be significant for the companies that don’t make the adjustment. What the #1 cause of anxiety is How to

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249 results

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