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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

58:19

170: Leading Gen Z's

Customer Service Revolution ·

2024/09/11

In this episode, Chief Revolution Officer John DiJulius talks with Brian Polian. After 25 years of coaching football at the highest levels at such places as Notre Dame, LSU, Stanford, and Texas A&M, Brian stepped back from the coaching ranks and came back to his alma mater, John Carroll University, as the Vice President of Athletic sand National Engagement. He is the author the book Coaching and Teaching Generation Z: Honor the Relationships. He is now sharing his experiences in leadership, high

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45:51

169: Leaving a Leadership Legacy

Customer Service Revolution ·

2024/08/28

Can you revolutionize your leadership legacy while navigating through crises and unprecedented challenges? On this episode of The Customer Service Revolution, join us as we explore this question with leadership experts John DiJulius and Dave Murray. They share insights on how visionary impact extends beyond organizational boundaries, inspiring employees to lead extraordinary lives. Discover how living up to our fullest potential is not just about personal gain but a gift to those who depend on us,

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39:44

168: Integrating AI and Human Expertise

Customer Service Revolution ·

2024/08/21

Discover how AI is reshaping customer support and transforming business operations with Eric Vermillion, CEO of Helpshift. On this episode of The Customer Service Revolution, Eric walks us through Helpshift's evolution from a Bay Area startup to a key player in the gaming industry, highlighting how AI is revolutionizing contact centers. By automating tedious tasks and enhancing customer interactions, AI is improving efficiency and forging more relational connections between businesses and their

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43:41

167: Building and Developing Great Leaders

Customer Service Revolution ·

2024/08/07

Could your company's high turnover rates directly result from poor leadership? On this episode of The Customer Service Revolution, explore the startling reality that 82% of managers are considered “accidental managers”—individuals with job function expertise but lacking crucial leadership skills. We unpack the extraordinary impact on organizations, leading to workforce dissatisfaction and ineffective leadership, and emphasize the need for structured training and supportive frameworks to cultivate

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45:25

166: Tearing Down Silos by Building Collaboration...

Customer Service Revolution ·

2024/07/31

On this episode of The Customer Service Revolution, uncover the secrets to building a thriving internal culture with John DiJulius and Dave Murray. Learn how breaking down organizational silos can transform your workplace into a cohesive, efficient powerhouse. Using real-world examples from Intermountain Healthcare, we'll show you how effective leadership and a strong internal culture can lead to happier employees and more satisfied customers, driving long-term profitability. Gain actionable

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34:35

165: The Closer

Customer Service Revolution ·

2024/07/24

Have you ever wondered what it takes to transform your e-commerce platform into a customer satisfaction powerhouse? On this episode of The Customer Service Revolution, we explore a compelling case study that reveals how one client drastically improved their customer service landscape and employee morale by addressing critical service defects. Uncover the secrets behind reducing non-revenue inquiries and boosting overall service efficiency, setting the stage for a revolution in customer and employee

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50:14

164: Creating an Employee Experience That Retains Them

Customer Service Revolution ·

2024/07/17

What if creating an exceptional employee experience could transform your company and drastically reduce turnover? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray uncover the key strategies that make a workplace irresistible. From nurturing a culture of gratitude and training the whole person to helping employees discover their “ikigai,” or purpose, we discuss how these efforts can boost job satisfaction and create a committed workforce. We dive deep into the impact

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32:09

163: Creating a New Employee Onboarding Experience

Customer Service Revolution ·

2024/07/10

What if the secret to retaining top talent is how you welcome them? On this episode of The Customer Service Revolution, join John as he reveals the strategies to make your employee onboarding process efficient, memorable, and engaging. Drawing wisdom from Joey Coleman's “Never Lose an Employee Again” and Dan Heath's “Making Moments Memorable,” we tackle the often-overlooked pre-start phase, the significance of the job offer, and the critical first day. Through startling statistics on employee

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45:14

162: ACHIEVING CUSTOMER AMAZEMENT Study

Customer Service Revolution ·

2024/06/26

Can frontline employees truly revolutionize customer service? On this episode of The Customer Service Revolution, we uncover the insights shared by shuttle bus drivers in a unique focus group, revealing the crucial role of those on the frontlines in gathering and acting on customer feedback. John DiJulius, Chief Revolution Officer, emphasizes the power of regular focus groups with customer service representatives to continuously enhance service quality. We also welcome renowned customer service

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42:41

161: Improve CX in Contact Centers with Technology

Customer Service Revolution ·

2024/06/19

Can AI revolutionize customer service? In this episode of The Customer Service Revolution, John sits down with Joel Sylvester, partner and Chief Client Officer at Five Star Call Centers, to explore how AI and machine learning are transforming the customer care landscape. Joel reveals how integrating advanced technologies can enhance customer interactions across phone, email, social media, and online chat while also addressing the industry's fears and resistance to the potential replacement of human

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59:42

160: Creating a Recruitment Experience

Customer Service Revolution ·

2024/06/12

Can the way you treat job candidates transform your organization's success? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray unpack The Employee Experience Revolution, emphasizing how a remarkable recruitment experience can set your company apart. Discover why it's imperative to treat candidates as valued customers and how moving beyond the old-school screening processes can help attract top talent. From offering opportunities for growth and flexibility to fostering

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38:04

159: Build Your Desired Future and Live a Life Full...

Customer Service Revolution ·

2024/06/05

Have you ever wondered how feedback from shuttle bus drivers can revolutionize customer service? On this episode of The Customer Service Revolution, John chats with Jason Yarusi, private fund manager and founder of the Live 100 program, as he shares his unconventional path from the hustle of bars and restaurants to creating a unique approach to personal and professional growth. Hear how unexpected sources of feedback can improve customer experiences and learn about the lessons Jason learned

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48:51

158: Interviewing for Customer Service Rockstars

Customer Service Revolution ·

2024/05/29

Have you ever met someone whose mere presence lights up the room? That's the kind of person Dave Murray and John believe can revolutionize the customer experience. On this episode of The Customer Service Revolution, join us as we dive into the essence of the “Employee Experience Revolution” and how happiness and attitude play a pivotal role in enhancing the customer journey. It's not just about the skills on a resume. It's the natural inclination to serve that makes a difference. We're sharing

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46:03

157: Cutting-Edge AI Trends and How to Apply Them to...

Customer Service Revolution ·

2024/05/22

Can you imagine a brand so powerful that its customer service makes it indispensable? On this episode of The Customer Service Revolution, Scott Wozniak, CEO of Swoz Consulting and author of “Make Your Brand Legendary,” joins John to inspect the shifts in customer service and employee experience. We tackle the “employee roulette” and the “five Es” of hospitality that every brand should embody. Scott's insights, rooted in his tenure at Chick-fil-A headquarters, reveal how a happy workforce is

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56:10

156: The Famous Way

Customer Service Revolution ·

2024/05/15

Growing up in the shadow of a family business feels like living within the pages of history, every turn a new chapter waiting to be written. On this episode of The Customer Service Revolution, that’s the energy Brian Blaushild, president of Famous Supply, brings as he recounts the story of a company that has weathered the storms of change for nearly a century. With roots tracing back to his great-grandfather Hyman, who founded the company in 1933, Brian's tale is one of resilience, foresight, and

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38:36

155: Presentation Skills to Get Ahead in the...

Customer Service Revolution ·

2024/05/08

Revolutionize your customer interactions and presentation skills on a path to service excellence. Picture a world where artificial intelligence redefines our potential and empowers customer service agents. In this episode of The Customer Service Revolution, we reveal how AI liberates and uplifts the spirit of service, turning every customer interaction into an opportunity for extraordinary care and satisfaction. We dive into the center of effective communication, examining the magic of storytelling

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45:06

154: Time to Have Some Insights

Customer Service Revolution ·

2024/05/01

There’s a future where captivating presentations and innovative branding strategies set your business apart. On this episode of The Customer Service Revolution, John and guest Chris Kocek, CEO of Gallant Branding, share the secrets to delivering presentations that will engage your team and ignite a shared vision that eclipses price wars. Chris brings his wealth of knowledge to the table, revealing how strategic branding and deep insights are crucial to reshaping your business and leading the charge

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44:46

153: Improving Customer Service Reps Productivity...

Customer Service Revolution ·

2024/04/24

Is your company's watchful AI eye crossing the line into employee privacy? On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence. Guest Juan Jaysingh, the brains behind Zingtree, shares the role AI plays in customer experience and the optimization of agent productivity. Customer service is a battleground for efficiency, and Juan's

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46:50

152: The Power of Purpose

Customer Service Revolution ·

2024/04/17

Uncover the future of customer service as we explore the power of AI, where technology meets empathy head-on. John and his colleague Dave Murray take you through the emerging “collaborative AI” world, redefining traditional customer interactions and the emotional bonds they forge. From tackling empathy fatigue to considering AI as a potential carrier of compassion, we discuss the possibilities and challenges of integrating artificial intelligence into customer relations. Feel the pulse of purpose in

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51:22

151: Welcome to the Employee Experience Revolution

Customer Service Revolution ·

2024/04/10

If you’ve ever felt like your work environment was stifling your potential, that's the spark that ignited a revolution—one that John’s co-author, Dave Murray, and John explore in today’s episode of The Customer Service Revolution. We unravel the threads that bind employee happiness and business success. The workplace is changing, and leaders must weave a culture that supports and elevates their teams' experiences. Our book, The Employee Experience Revolution, guides this path, uncovering the

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232 results

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