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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

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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30:07

150: How to Achieve More than Just Customer...

Customer Service Revolution ·

2024/04/03

Have you ever walked into a store and felt like just another face in the crowd? This episode of The Customer Service Revolution delves into research from Drexel University that underlines the consumer's desire for authentic interactions in an increasingly automated retail world. John shares a pivotal moment for Starbucks with Howard Schultz's call to reignite the company's foundational values, confronting systemic challenges head-on. This episode explores the strategies that mold customers into

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41:29

149: What is Your Competitive Advantage?

Customer Service Revolution ·

2024/03/27

Want the secrets to standing out in a crowded market and captivating your customers? On this episode of The Customer Service Revolution, get ready to change your business as guest Jaynie Smith analyzes the stark reality that many CEOs are in the dark about their competitive edge. John’s conversation with Jaynie dives into customer-centric strategies, where we blow the lid off “blah blah blah” marketing and reveal the remarkable tale of JTECH's restaurant pager breakthrough. Learn the power of

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50:29

148: Find Out What Dating and Customer Service Have...

Customer Service Revolution ·

2024/03/20

Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. Discover how mastering connections is about finding love and inspiring teams, retaining employees, and revolutionizing customer engagement. From the power of presentation skills to the challenges “accidental managers” face, we

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50:47

147: Stop the Shift Show

Customer Service Revolution ·

2024/03/13

Unleash the full potential of your customer service team and lead your business to new heights with Scott Greenberg, the acclaimed author, and former Edible Arrangements franchisee, as he shares his playbook for excellence in leadership. On this episode of The Customer Service Revolution, prepare to change your understanding of team dynamics and customer experience as we explore Scott's path from motivational speaking to hands-on business ownership. With anecdotes from the aviation industry's latest

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47:01

146: No Dreams Left Behind

Customer Service Revolution ·

2024/03/06

When a child's future seems etched by adversity, the power of a dream can be revolutionary. On this episode of The Customer Service Revolution, Katie Eichenauer of Believe in Dreams joins John. We unwrap the emotions of transforming childhood trauma into triumph. Their discussion ventures into the stories of children rising above their circumstances, revealing how Believe in Dreams intertwines life-changing experiences with educational opportunities, fostering a belief in brighter futures for these

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56:30

145: A Woman’s Rise to the Top Using Smarts, Heart,...

Customer Service Revolution ·

2024/02/28

Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success. This episode of The Customer Service Revolution peels back the layers of customer experience, highlighting how a 5% uptick in retention might skyrocket profits by an astounding 75%. We contrast the effectiveness of different lead types, emphasizing the value of nurturing your existing customer base. Trailblazing the path to the top, Lisa

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46:55

144: How to Use Generative AI to Improve Your CX

Customer Service Revolution ·

2024/02/21

Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers? Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative. Shanif's insights illuminate the need for cross-departmental collaboration, and we explore AI’s role in propelling businesses forward, ensuring

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01:13:23

143: How to Get Millennials & Gen Zs to Deliver...

Customer Service Revolution ·

2024/02/14

Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company culture and employee morale. In this conversation, join John and Franco Greco of NewDay USA as we unravel the ethos of exceptional customer service and how it's redefining success. Listen as Franco shares his innovative strategies for engaging with the millennial and Gen Z workforce, highlighting the impact of these

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01:03:41

142: Customer Experience Design in Healthcare

Customer Service Revolution ·

2024/02/07

Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen. On this episode of The Customer Service Revolution, we cover Matt's journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care. We uncover the necessary ingredients for becoming a brand that customers cannot live without, from the art of presentation skills in leadership to fostering a culture where

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01:00:48

141: Creating The Lawsuit-Free Company

Customer Service Revolution ·

2024/01/31

From his time in the military to the courtroom, Alex Gertsburg has navigated a path that's as inspiring as instructive. In this episode of The Customer Service Revolution, Alex, the managing partner of Gertsburg Licata Law Firm, joins John to share his journey and how it's shaped his approach to leadership and customer service. His transition from the discipline of military life to the rigor of law practice underscores the value of integrity and presentation skills, not just in the courtroom but in

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51:37

140: How to Build a World-Class Sales Team

Customer Service Revolution ·

2024/01/24

When sales guru Morné Smit sits down to chat, you know it's time to take notes. His journey from a humble sales start to revolutionizing company growth is nothing short of inspiring, and that's precisely what we get into in this episode. On this episode of The Customer Service Revolution, with Morné at the helm, we explore the legacy of mentorship as he takes on Jack Daly's intellectual property in Europe, illustrating just how invaluable such relationships are in business. Prepare to revolutionize

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43:19

139: Being Customer Obsessed

Customer Service Revolution ·

2024/01/17

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone's day and the subtle nuances that turn a service mishap into a triumph. John and Tom’s discussion covers the revitalization of Wilson, Arkansas, all the way to the deep

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46:24

186: Referrals Done Right

Customer Service Revolution ·

2024/01/16

About Scott Grates Scott Grates has mastered the art of leveraging relationships to amplify business success. His approach centers on the belief that in a world rushing towards digital impersonality, the true edge lies in personal connections and consistent, thoughtful engagement. Author of "Referrals Done Right" showcases his expertise in nurturing relationships that foster business growth. Learn: The concept of relationship marketing and why it's more crucial than ever in today's digital

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01:00:03

138: Growing Fast While Not Hurting Your Customer...

Customer Service Revolution ·

2024/01/10

When Michael Caito rolled up his sleeves to launch Restaurants on the Run with just $6,000, he was scripting what would become an entrepreneurial odyssey—a $40 million revenue behemoth that caught Grubhub's eye. On this episode of The Customer Service Revolution, sit down with us as Michael reveals the inner workings of his success, where exceptional customer service and a steadfast dedication to employee engagement weren't merely buzzwords but the cornerstone of a culture that catapulted his

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