Episoder
-
If youâve ever felt like your work environment was stifling your potential, that's the spark that ignited a revolutionâone that Johnâs co-author, Dave Murray, and John explore in todayâs 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 influences of job satisfaction and leadership on career and life fulfillment.
Have you ever wondered what it feels like to work in a place where your well-being is at the heart of the business? Weâll reveal how nurturing a positive work culture can transform mundane tasks into recognition and personal growth opportunities. John shares insights from the book and his own experiences, drawing parallels between nurturing his team at work and his relationship with his son. The conversation covers topics from personal connections to rejecting hustle culture, emphasizing that a thriving company culture is a bedrock for employee loyalty and organizational prosperity.
Finally, we spotlight leadership's role in revolutionizing the employee experience. We illustrate the connection between satisfied employees, delighted customers, and healthy profit margins with anecdotes and data. As John reminisces about a memorable father-son baseball trip, the essence of our message is clear: building meaningful bonds, whether on the field or in the office, is pivotal to creating an extraordinary life and business.
Here are just a few takeaways:
Employee experience as a key to business success A discussion of âThe Employee Experience Revolutionâ book and the need for leaders to align internal culture with external service goals Post-pandemic workforce seeking supportive environments The rejection of hustle culture in favor of work-life balance Job satisfaction's paramount importance The financial benefits of employee happiness on retention and growth Leadership's impact on culture and profitability The correlation between happy employees, customer loyalty, and profit margins Effective recognition in the workplace The importance of leaders modeling desired behaviors and investing in continuous training Johnâs personal story of bonding with his son over baseball The value of nurturing relationships through common interests An audience Q&A exploring the benefits of leadership training and financial implications of employee turnoverResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 brand advocates. From âThe Employee Experience Revolution,â we extract the essence of impactful employee training within the first 90 days. We then move on to crafting a flawless customer journey, tackling service hiccups, and sticking to those non-negotiable brand virtues. Whether itâs the salon industryâs use of capes or a dry cleaner's bag system, we explore personalization tactics that leave a lasting impression on every customer who walks through your doors.
Join us as we chart the path to elevating customer interactions and transforming your workforce into brand evangelists.
Here are just a few takeaways:
Retail industry shifts back to prioritizing human interaction to bolster customer loyalty Research from Drexel University that affirms customer preference for personal touch over technology Why Starbucks' Howard Schultz emphasizes the need for companies to reconnect with their core values Tackling systemic challenges to maintain customer loyalty amid crises like the Great Resignation and supply chain issues Insights from âThe Employee Experience Revolutionâ stressing comprehensive training within the first 90 days of employment Crafting seamless customer journeys Addressing service defects to uphold brand integrity and standards without compromising customer experience Turning employees into brand evangelists to foster a workplace culture that resonates with customers and enhances their engagement with the brand Personalization techniques that demonstrate the value of tailoring experiences to make customers feel recognized and appreciated Personalization and consistency as foundations for customer satisfaction and building lasting brand loyaltyResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
www.thedijuliusgroup.com
Follow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
Manglende episoder?
-
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. Johnâs conversation with Jaynie dives into customer-centric strategies, where we blow the lid off âblah blah blahâ marketing and reveal the remarkable tale of JTECH's restaurant pager breakthrough. Learn the power of understanding your customer's top buying criteria, and hear how a profound shift toward the client's perspective can revolutionize the way you do business.
This is an expedition through the emotions that tie a client to a company, where trust and personal connection transcend transactional relationships. Discover why testimonials echo the heart of what customers most value, and we sift through Jaynie's âRelevant Sellingâ strategies for gathering genuine client feedbackâwithout breaking the bank.
Jaynie's expertise offers an arsenal for any business ready to level up. Whether you're an entrepreneur or a seasoned business leader, this episode is full of strategies to ensure your company stands out and strikes a chord with every customer it serves.
Here are just a few takeaways:
Why 95% of CEOs can't articulate their competitive edge, stressing customer perspective over internal opinions The importance of aligning business strategies with customers' top buying criteria, featuring the story of JTECH's restaurant pager Emotional connections in client relationships and nurturing trust and personal connection beyond transactions Strategies for collecting authentic customer feedback The power of relevant testimonials in boosting customer loyalty Cost-effective customer research methods from Jaynie Smith The significance of past performance in marketing messages to differentiate a business from competitors Common business flaws, like failing to ask customers what they value and not measuring or updating performance metrics regularlyResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/blog
thedijuliusgroup.com/my-cxt
smartadvantage.com
jayniesmith.com
www.linkedin.com/in/jayniesmith
www.amazon.com/dp/0385517092/ref=as_li_tf_til?tag=smaadvinc-20&camp=14573&creative=327641&linkCode=as1&creativeASIN=0385517092&adid=0M35TK2H8FBV9B3E9S43&
www.thedijuliusgroup.com
Follow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 âaccidental managersâ face, we delve into the importance of leadership development and the influence of strong relationships at the core of successful businesses.
Venture with us into online dating, where the swipe-right culture has more in common with customer service than you might think. We analyze dating app design and the influence of e-commerce principles on our interactions, questioning if our quest for love is turning into a transactional game. Lakshmi and John unpack the generational shifts in dating culture, from Gen Z's technological prowess to the diverse experiences of those aged 45 to 59, and how these differences shape relationships in both personal and professional scenarios.
As Lakshmi and Johnâs conversation comes to a close, we explore rapport-building and its resemblance to professional networking. The discussion spans the emotional investment involved in dating apps, the power of the âget toâ philosophy in personal and work life, and crafting effective communication. We share tips for elevating your social presence at events and valuing every interaction.
If you're ready to revolutionize how you connect with others and elevate your leadership game, this episode promises to arm you with strategies and a fresh perspective.
Here are just a few takeaways:
The relationship-building parallels between dating and professional environments Online dating dynamics, including the impact of app design and e-commerce principles on interpersonal connections Generational differences in dating habits and their influence on professional relationships The emotional toll of online dating, preparation for dating apps, and the crossover of personal online personas to workplace interactions Human interaction at events and the necessity for organizations to truly value and reward people skills A comparison of effective communication strategies in both customer service and dating The âget toâ philosophy that encourages a mindset shift to view daily activities as opportunities rather than obligationsResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/blog
thedijuliusgroup.com/my-cxt
www.thelaterdatertoday.com
www.lakshmirengarajan.com
www.linkedin.com/in/lakshmi-rengarajan-she-her-077b3aa
www.thedijuliusgroup.com
Follow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 service strategies to powerhouses like Disney and Chick-fil-A, we uncover what it means to cultivate a culture where employees work and thrive.
Navigate the complexities of today's generational workforce, examining hourly workers' transient but critical contributions and the evolution of âhustle.â Scott's insights into taking a nuanced approach to managing diverse teams challenge the preconceptions about younger generations and highlights the value of adaptability and genuine leadership. We explore the nitty-gritty of developing leaders internally, the downsides of âaccidental managers,â and the impact of investing in growing your managerial team to drive your business forward.
Step into a masterclass on creating a high-performing work environment that leaves a lasting impression on your customers and every employee. From the art of the interview process to treating employment as a âpaid internship,â we reveal the strategies that turn employees into passionate brand ambassadors. Scott highlights addressing the soft needs of team members, shaping job experiences to resonate on an individual level, and how to make company values actionable on the front line.
This episode is a resource for anyone looking to elevate their leadership and create a second-to-none customer service culture.
Here are just a few takeaways:
Scott Greenbergâs transition from motivational speaker to successful Edible Arrangements franchisee Customer experience as the key to business growth Adapting management styles to suit the evolving workforce Addressing the transient nature of hourly jobs and generational shifts related to âhustleâ Developing internal leaders to avoid the downsides of âaccidental managersâ The importance of aligning work environments with employees' values Balancing managerial effectiveness in results and people orientations Examples from KFC and senior in-home care that demonstrate the importance of addressing employees' soft needs How great company culture leads to unexpected career longevity and transforms jobs into meaningful careers with growth opportunities The shift in recruitment post-pandemic The need for an exceptional interview process and treating employment as a âpaid internshipâ to create passionate brand ambassadors Strategies for developing leaders and company culture The importance of making company values actionable for frontline employees and recognizing the role of every individual within an organizationResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/blog
thedijuliusgroup.com/my-cxt
www.linkedin.com/in/scott-greenberg-1b17539
scottgreenberg.com
www.amazon.com/Stop-Shift-Show-Struggling-Top-Performing/dp/1642011622
www.thedijuliusgroup.com
Follow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 remarkable young dreamers.
This episode is proof of the resilience of the human spirit and the communities that rally to uplift it. We celebrate Believe in Dreams' 10th anniversary, marking a decade of dreams made real, from VIP events to therapeutic horseback riding. The stories of dreamers and alums illustrate the customized care and lasting connections that go beyond the fulfillment of a single dream. Hear the profound impact of community support, volunteer dedication, and the upcoming gala that promises to ensure the continuation of this vital mission.
Finally, we reflect on the true measure of success. Looking beyond the veneer of professional achievements, we acknowledge the real heroes who may not make headlines but make a difference in the lives of children. These stories underscore the importance of reshaping the legacies we leave.
With Believe in Dreams, we're not just changing livesâwe're redefining what it means to dream and achieve.
Here are just a few takeaways:
Celebrating ten years of Believe in Dreams with Katie Eichenauer Empowering disadvantaged children by transforming trauma into triumph through dream fulfillment How Believe in Dreams intertwines life-changing experiences with educational opportunities Providing a pathway to brighter futures and fostering community support Anniversary highlights include a decade of impactful dreams like VIP events and therapeutic horseback riding Tailored care and long-term connections with alumni Community-funded with a funding model relying on events like galas Offering merchandise to support its mission of empowering young dreamers. Considering the legacy of making a difference in children's lives over personal or professional achievements Dream coordinators (social workers) who tailor experiences to each child, build resilience and offer ongoing community support How you can support Believe in Dreams through their website, attending fundraising events, and contributing to the mission of reshaping legacies of hope and empowermentResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt believeindreams.org believeindreams.org/upcoming-events believeindreams.org/nod2023 believeindreams.org/get-involved www.thedijuliusgroup.comFollow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 Lutoff-Perlo, Vice Chairman of External Affairs for Royal Caribbean Group and former President and CEO of Celebrity Cruises, joins us to share her ascent from a sales role to the pinnacle of leadership, shattering industry norms along the way. Lisa's story underscores the importance of mentorship, the unexpected push toward marketing, and a pivotal conversation with an executive coach that sparked her climb. Her journey underscores the power of intrinsic drive and a quest for excellence, offering young women a beacon as they carve their paths in leadership.
John and Lisa reflect on the rollercoaster of emotions and challenges Lisa faced, from pre-pandemic peaks to resilience during the cruise industryâs bleakest moments. Her departure after 39 years marks not just an end but the start of new adventures. We explore her book, âMaking Waves,â a chronicle of courage, leadership, change, and sports fandom's influence on personal identity.
Through Lisa's story, we celebrate the spirit of courage and its ripple effect, empowering others to achieve beyond their wildest imaginations.
Here are just a few takeaways:
Customer retention vs. advertising: a 5% increase in retention can boost profits by 75% Lisa Lutoff-Perlo's position as the first female President and CEO at Celebrity Cruises, which fostered gender diversity in corporate leadership Her leadership advice for women, including embracing roles before feeling fully prepared Leading through COVID-19, leveraging setbacks for strategy and team motivation Lisa's departure after 39 years and reflecting on her legacy Her book, âMaking Wavesâ The importance of empowering others to achieve beyond their perceived limits Tesla's advertising approach with $0 spent on advertising yet achieving top industry valuationResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt thedijuliusgroup.com/project/presentation-skills lisalutoffperlo.com www.amazon.com/Making-Waves-Womans-Smarts-Courage/dp/1637744803 www.linkedin.com/in/lisa-lutoff-perlo www.thedijuliusgroup.comFollow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 AIâs role in propelling businesses forward, ensuring the human touch remains at the core of customer relationships.
Imagine the sheer power of AI in redefining retail strategy and the fear that it could replace those who ignore its potential. Shanif and John navigate the sweeping influence of generative AI across business landscapes, from salons crafting persuasive ad copy to spas managing appointments with sublime precision. AI handling customer inquiries prompts a discussion on the balance between embracing technological advancements and preserving the human element in nurturing customer bonds.
Wrapping up the conversation, Shanif and John offer advice for businesses embarking on their AI journeys. From the simplicity of leveraging tools like ChatGPT to the more intricate decision of building in-house or outsourcing AI solutions, Shanif and John outline a path for companies like Locusive to streamline customer success.
This episode isn't just about AI's potential; itâs a deep dive into the confluence of technology and humanity in customer service.
Here are just a few takeaways:
The power of generative AI in customer service and the steps for successful implementation Generative AI's role in content creation, efficiency in appointment scheduling, and its potential to revolutionize call centers Some practical uses of AI in businesses The challenges of AI writing tools in fact-checking and why it still needs human verification When companies should build in-house AI solutions or seek external expertise The future of AI in businesses: how AI can assist workers without replacing them and the value of human skills in an automated world Work-life balance and prioritizing personal commitments in scheduling to lead an extraordinary lifeResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt thedijuliusgroup.com/project/presentation-skills www.locusive.com www.linkedin.com/in/shanifdhanani twitter.com/shanif [email protected] www.thedijuliusgroup.comFollow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 dynamic generations on a company's growth trajectory.
This episode explores the changing landscape of recruitment and training, focusing on the untapped potential of hiring older employees. As we navigate the nuances of generational differences in the workplace, we uncover how NewDay USA's shift in hiring practices has leveraged the rich experience of seasoned professionals to strengthen their teams. Additionally, we touch on the effect of remote work on the industry, revealing the challenges and triumphs of adapting to new modes of career development and client communication.
The art of leadership and the strategic cultivation of future leaders take center stage as we discuss fostering a cohesive team and enhancing the veteran experience in the mortgage market. Hear how NewDay USA's commitment to customer experience and leadership development has been instrumental in creating a robust corporate culture and improving client retention.
From managing client communication to balancing work and life, this episode is packed with actionable advice for business leaders aiming to create a lasting impact in their industries.
Here are just a few takeaways:
Franco Greco's success at NewDay USA through a focus on customer service that enhances company culture and client satisfaction A strategic shift in hiring practices that prioritizes the experience of older employees and adapting to attract Gen Z's work-life balance desires Hiring motivated individuals with diverse backgrounds Interview techniques that reveal true character over-rehearsed responses Investment in a Customer Experience Executive Academy to improve interdepartmental relations and customer service skills across the company Initiating innovative team-building strategies by developing future leaders Addressing veteran customer service experiences to reduce opt-outs Consistent client communication Understanding the unique needs of older veterans in financial services to maintain relationships Work-life balance and the power of networking and mentorshipResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/blog
thedijuliusgroup.com/my-cxt
thedijuliusgroup.com/project/presentation-skills
www.thedijuliusgroup.com
Follow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 every team member feels empowered to perform acts of kindness.
As we unravel the leadership and personal growth narrative, John shares his experience of taking a sabbatical and the profound clarity it brought to his life. The importance of work-life balance and investing in yourself takes center stage, outlining how these principles are integral for individual well-being and cultivating a supportive business environment. The conversation delves into the emotional toll leadership can take and how embracing vulnerability leads to stronger community ties, exemplified by Matt Jensen Marketing's hands-on approach to healthcare marketing.
John and Matt touch upon the African philosophy of Ubuntu, which underpins the essence of our interconnectedness and shared responsibility. This discussion reveals the role of customer service and personal development in business success. It's an invitation to go beyond transactional relationships and create an environment where personal growth is celebrated, and the human element is revered in business.
Join John and Matt and join the revolution, bridging the gap between exceptional customer experience and leadership authenticity.
Here are just a few takeaways:
Matt Jensen's journey with Vance Thompson Vision that showcases the role of customer experience in business success Strategies for becoming an indispensable brand including sharing knowledge, understanding client goals, and empowering teams to perform kindness Leadership impact: fostering environments where employees feel empowered to provide exceptional service The âdaymaker dopamineâ concept The importance of personalized customer experiences The emotional toll of leadership and work-life balance Embracing vulnerability and building strong communities through supportive networks and authentic marketing approaches in healthcare The African philosophy of Ubuntu that emphasizes interconnectedness and shared responsibilityResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/blog
thedijuliusgroup.com/my-cxt
thedijuliusgroup.com/project/presentation-skills
mjmexperience.com
matt-jensen.com
vancethompsonvision.com
www.thedijuliusgroup.com
Follow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 every interaction with clients and colleagues. Their conversation reveals that the secret to standing out in professional services isn't just about being the best; it's about making your clients feel like they're the most important part of your day.
Negotiation isn't just an exchange of terms; it's an art form that hinges on empathetic listening and understanding clients' true motivations. Alex walks us through the nuances of reaching beyond the surface and fostering connections that lead to meaningful outcomes for all parties involved. Listening is an essential skill often overlooked in today's fast-paced business world. And it's not just about legal battles; John and Alexâs discussion on Alex's book âThe Lawsuit-Free Companyâ provides action items for business owners to proactively safeguard their operations through a preventive legal strategy, ultimately saving time, stress, and resources.
In the final segments of the discussion, John and Alex explore the power of personal development practices like meditation, annual sabbaticals, and going the extra mile for customers. Alex's story of orchestrating a manicure for a client when the schedule was packed is a testament to our ethosâcreating outstanding moments for every customer every time. It's not just about the service provided, but the experience remembered.
Tune in for an episode filled with stories and strategies that promise to revolutionize how you approach customer service and professional growth.
Here are just a few takeaways:
Alex Gertsburg's military background that instilled discipline and leadership The value of making clients feel prioritized in the legal profession The role of presentation skills in enhancing leadership Empathetic listening in negotiations and understanding clients' underlying motivations âThe Lawsuit-Free Companyâ book and the proactive strategies it offers to safeguard businesses against litigation AIâs impact on the legal field, promoting efficiency, and the personal benefits of meditation and annual sabbaticals for reflection and goal-setting An anecdote from Alex of exceptional customer service by arranging a client's manicure The concept of âday maker dopamineâ and its effects on employee satisfaction and customer experienceResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt thedijuliusgroup.com/project/presentation-skills www.GertsburgLicata.com Alexâs book The Lawsuit-Free Company Connect with Alex on LinkedIn. Subscribe to Alexâs blog www.thedijuliusgroup.comFollow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 your approach to sales and marketing as we synthesize the two into a powerhouse duo. MornĂ©'s mantra, âMaster sales, guarantee growth, and predict success,â lays the groundwork for our discussion on fostering a collaborative culture, rejecting the outdated competitive models, and homing in on the markets that matter. We delve into strategies for crafting sales techniques that resonate in today's oversaturated market, emphasizing the importance of thoughtful questioning and the art of listening to forge authentic connections.
Building a triumphant sales team is an art form in itself, and in this episode, we share the blueprint. Learn why maintaining a âvirtual benchâ of potential recruits could be your next game-changer and how to spot candidates who bring more than just a polished resume to the table. Plus, we're looking ahead, equipping you with tactics to empower your sales force for 2024, including the development of a killer sales playbook and a vision for the future that will have your team primed for success.
Don't miss this masterclass in sales strategy, where we lay out the roadmap to growth for your company.
Here are just a few takeaways:
MornĂ© Smit's transformation from a starting sales role to leading Emmer's Group with sustainable year-over-year growth for clients MornĂ©âs inheritance of Jack Daly's sales intellectual property The impact of mentorship and succession in business MornĂ©âs credo, "Master sales, guarantee growth, and predict success," as a reflection of the integration of sales and marketing for business triumph Techniques for sales differentiation to foster genuine client connections Identifying potential sales talent by focusing on desire, commitment, and coachability over skill sets Building a successful sales team by creating a "virtual bench" of candidates, using sales playbooks, and emphasizing cultural fit The necessity of a detailed three-year plan and robust sales playbook to navigate evolving business challengesResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog Mornensmit.com EmerseSales.com [email protected] Follow Morné on Linkedln www.thedijuliusgroup.comFollow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 âtipflation.â
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 Tomâs discussion covers the revitalization of Wilson, Arkansas, all the way to the deep connections forged by personal touches in customer interactions.
Tom Smith is a virtuoso of the customer experience and shares his wisdom on cultivating unforgettable moments. Hear how small, thoughtful actions can ripple through a person's life as we explore the role of âdaymakersâ in business. This episode is a heartfelt reflection on the power of empathy and understanding in service delivery, demonstrating how every employee can embody the luxurious touches that define our industry.
As we wrap up, John shares wisdom from his writing and hospitality adventures, offering guidance on transforming client losses into learning experiences. He even reveals his âword of the yearâ as a navigational star for personal growth.
Whether you're a customer service enthusiast or a business professional seeking to elevate your craft, this episode will leave you inspired and ready to spark your own revolution in the art of service.
Here are just a few takeaways:
Tom Smithâs adeptness at creating extraordinary customer experiences âTipflationâ and its impact on the service industry The changing expectations around tipping practices Tom's journey from the military to hospitality, his philosophy of personalized care, and stories of memorable guest interactions âDaymakersâ in business and the importance of turning service mishaps into opportunities for creating loyal customers The revitalization of Wilson, Arkansas, with its unique English Tudor architecture and the transformation into a community-focused destination Reflections on personal experiences, the concept of slow travel, and advice for excelling in the hospitality industry Strategies for learning from customer lossResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog www.wilsonarkansas.com www.linkedin.com/in/tom-smith-ceo-inviteonly www.thedijuliusgroup.comFollow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
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 odysseyâa $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 startup to the big leagues.
But this conversation is more than just a tale of scaling a business; it's a deep dive into the ethos that underpins enduring success. Hear how Benson Kearley IFG's âFord monthly allowanceâ initiative isn't just changing the way businesses interact with clients; itâs redefining them. From celebrating customer milestones to fostering a vibrant work culture, we explore the practices that can make the difference between a satisfied customer and a lifelong advocate and between a good and great workplace.
This episode wraps up with personal reflections that go beyond the boardroom. As a father and husband, John peels back the layers on the mantras that steer his lifeâcultivating a growth mindset, cherishing family, and embracing the âmommy evacuationsâ that keep the home front happy and whole. And as we touch on the art of giving in relationships, we're reminded that success, whether in business or life, often comes down to the generosity we extend without expectation.
Join us for a session where the currency of relationships takes center stage, and we measure the return on investment in more than just dollars and cents.
Here are just a few takeaways:
Michael Caito's entrepreneurial journey from founding Restaurants on the Run to a $40 million sale to Grubhub Key principles of customer and employee engagement that propelled Michaelâs business success Building a strong work culture and maintaining long-lasting client relationships Strategies for navigating the challenges of business acquisitions and aligning company culture Accountability in business sales The transition from entrepreneur to leader The personal philosophy of prioritizing family The power of mindset in achieving success Generosityâs transformative effects on business and personal relationshipsResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog betterbookclub.com mapconsulting.com www.instagram.com/mapcaito www.youtube.com/watch?v=wALh23YHB_k www.thedijuliusgroup.comFollow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
Have you ever wondered how businesses achieve that coveted synergy between their frontline staff and the expectations of their customers?
On this episode of The Customer Service Revolution, Christopher Wallace, the co-founder and president of InnerView Group, joins John to unravel the secrets behind a customer service revolution taking the corporate world by storm. Through the lens of Christopher's extensive sales and marketing expertise, they discuss how the Employee Service Aptitude Test (ESAT) plays a pivotal role in empowering employees to deliver unparalleled customer experiences and why continuous innovation and learning are the bedrock of customer satisfaction.
Imagine walking into a store where your every need is met and anticipated. That's the future Christopher envisions as he and John navigate the intricacies of aligning marketing promises with real-time customer interactions. They dissect the complexities of B2B2C relationships, using examples from the auto industry. They also introduce the groundbreaking InFront platform, designed to ensure that the narrative spun by marketing teams is the reality customers encounter, enhancing the overall brand experience.
In their wrap-up, Christopher and John contrast the concepts of employee engagement and brand alignment, tapping into the magic that businesses like Apple and Southwest Airlines have mastered. It's not just about having content employees but about instilling a profound connection with the company's values. They delve into the importance of leadership in nurturing this alignment for strategic success. Then, reflecting on the essence of an extraordinary life, Christopher and John share personal insights on community, mentorship, and the high-value relationships that have shaped their personal and professional paths.
Tune in for an episode that's as much about revolutionizing customer service as about living a life marked by impact and character.
Here are just a few takeaways:
Revolutionizing customer service by aligning employee perceptions with customer expectations and company values The Employee Service Aptitude Test (ESAT) as a tool for enhancing staff service skills and fostering a customer-focused culture The InFront platform and its role in synchronizing frontline customer interactions with marketing efforts, using the auto industry as a case study Aligning company value propositions with customer interests The impact of employee insights on strategic focus The distinction between employee engagement and brand alignment Some personal reflections on the value of community, mentorship, and the significance of leading an extraordinary life that uplifts others How employee excitement about a company's value proposition can be a key indicator of customer experience delivery and overall business successResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog [email protected] www.linkedin.com/in/christopherewallace www.thedijuliusgroup.comFollow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
Prepare for an enlightening conversation on how artificial intelligence (AI) is revolutionizing customer service and creating a significant competitive advantage!
On todayâs episode of The Customer Service Revolution, Johnâs guest, AurĂ©lien Coq, an astute product manager at Eskers, will share how AI automation liberates customer service professionals from monotonous tasks and empowers them with new skills to handle complex scenarios. This insightful session is packed with best practices for fostering a customer-centric culture that can radically transform your business.
This episode doesn't shy away from the misconceptions, risks, and fears associated with AI. John and AurĂ©lienâs discussion candidly addresses the belief that AI may replace human jobs. Instead, we highlight how AI is changing the nature of jobs and freeing humans to concentrate on high-level tasks. We also explore the practical uses of AI in customer service support, especially in B2B businesses - unpacking the history, the present, and the potential future of this game-changing technology.
And finally, we land on the most pertinent question â how does AI impact our daily lives? Drawing from AurĂ©lien Coq's deep knowledge, we discuss the importance of human supervision in AI implementation and the need to consider risks like data privacy. The episode wraps up with an inspiring chat on the power of passion and enthusiasm in overcoming struggles and achieving success.
We hope to leave you with a sense of empowerment inspired by the stories of famous individuals who persevered through challenges.
Here are just a few takeaways:
How artificial intelligence (AI) is revolutionizing customer service, freeing professionals from tedious tasks and enabling them to develop new skills AI in the context of customer service in B2B businesses has been used for decades. AI is not a job killer but a tool that changes the nature of jobs, allowing humans to focus on more high-level tasks Practical uses of AI in customer service, such as data entry assistance, customer inquiry analysis, and response generation The importance of human supervision in AI implementation is stressed, along with considering potential risks such as data privacy The power of passion and enthusiasm in overcoming struggles and achieving success How AI can transform customer service and create a competitive advantage for businessesResources Mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog betterbookclub.com www.linkedin.com/in/aureliencoq www.esker.com/business-process-solutions/order-cash/customer-service-automation/ai-in-customer-service www.thedijuliusgroup.comFollow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service?
On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us. We meander through Johnni's wrestling journey, his transformation into an entrepreneur, and the creation of his vibrant social media presence. We'll reveal how his experiences in wrestling influenced his understanding of customer service and how he molded his identity besides being just Johnâs son.
We don't stop there. Life is never a straight road, and John and Johnniâs conversation takes us through the concept of "pronoia," the belief that the universe conspires in our favor. We'll share a light-hearted and inspiring story about Dwayne "The Rock" Johnson and discuss how unexpected life events can lead to even better outcomes. We'll also delve into Johnni's shift from wrestling to coaching, an unexpected twist that brought him immense satisfaction - and his take on life - living on his terms, finding the balance between selflessness and self-care, and the joy that comes with it.
John and Johnni also discuss extreme sports, social media, and storytelling. We'll take you through Johnni's journey in monetizing social media and his passion for inspiring others through his content. We also reflect on the growth aspect of life, the importance of family support, and the value of a positive attitude in overcoming life's challenges.
Tune in for a conversation filled with humor, wisdom, and inspiration.
Here are just a few takeaways:
Johnni DiJulius's transition from renowned wrestler to a successful entrepreneur and social media influencer "Pronoia" â the belief that setbacks can lead to better outcomes, inspired by Dwayne "The Rock" Johnsonâs story Personal growth, family support, and maintaining a positive attitude when facing lifeâs challenges An anecdote about a hot air balloon jump and responsible risk-taking in extreme sports and social media Setting to-do goals and to-be goals, their impact on personal identity, and success in relation to the "arrival fallacy" Personal achievement, monetizing social media, and the thrill of extreme sports Legacy, personal growth, and the crucial role of family supportResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog www.livenotmrw.com www.tiktok.com/@johnni.dijulius www.instagram.com/johnnidijulius www.thedijuliusgroup.comFollow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
On this episode of The Customer Service Revolution, Nicole Paul, a renowned expert in customer experience, is our guest host.
Nicole plunges into the heart of customer service, discussing its potential as a competitive edge, the importance of transparent communication within an organization, and some useful methods to transform unhappy customers into brand enthusiasts.
She underscores the need for a customer-centric approach and shares insightful anecdotes and tips on creating an uplifting customer experience. Nicole also highlights the essential role of empathy in customer service and how impactful leadership can spearhead a team's triumph. She challenges conventional thoughts, from reevaluating work-life balance to understanding a typical customer day. Nicole is bound to redefine your perspectives and incite a revolution in your customer service and leadership tactics.
This episode is a treasure trove for business owners, customer service representatives, or anyone interested in customer service, equipping you with precious insights and practical strategies. Tune in and get ready to radically alter your approach to customer service and leadership.
Here are just a few takeaways:
How customer service can be a company's competitive advantage
An exploration of work-life balance and hustle culture
Challenging the notion of relentless hard work for success
The importance of understanding the customer's perspective
The role of clear communication in fostering a healthy relationship between companies and customers
Practical tips on creating a positive customer experience, with a focus on service recovery and the impact it has on customer loyalty
The importance of empathy in customer service and how it can be used to turn angry customers into brand enthusiasts
Anecdotes from Nicole Paul that illustrate the importance of creating processes that make it easy for customers to do business with companies
The qualities of an effective leader in the customer service industry and how celebrating team successes contributes to a thriving work environment
Resources mentioned:
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
https://thedijuliusgroup.com/project/cx-executive-academy/
https://thedijuliusgroup.com/project/cx-executive-academy-online/
https://thedijuliusgroup.com/blog/
www.thedijuliusgroup.com
Follow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius.
Listen here â https://thedijuliusgroup.com/csr132
On this episode of The Customer Service Revolution, weâre delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of âUbuntuâ in the business landscape. John will also share his thoughts on the crucial role of a strong service recovery process in boosting customer loyalty and the transformative power of purpose in business.
Johnâs 2023 Customer Service Revolution Conference talk will ignite your understanding of customer service's broader societal impact. With a growing epidemic of loneliness and isolation affecting every generation, discover how this impacts how we work and connect with people. We'll also examine the severe effects of the pandemic, particularly on college students. Gain insights into how to train your employees for exceptional customer service, the value of a service aptitude test, and the latest trends in the American Customer Satisfaction Index.
We reveal how curiosity is the foundation of stellar customer service. John illuminates the principles of hospitality that eliminate personal interpretations, how top-of-mind awareness and regular staff training can curtail employee roulette, and how silent cues and visual triggers can deliver a fantastic customer experience. Listen as we explore methods to ensure employees understand their responsibilities when dealing with customers and how to handle customer complaints effectively.
Donât miss this opportunity to learn from one of the best in the business!
Here are just a few takeaways:
The competitive advantage of excellent customer service, exploring best practices, and the influence of âUbuntuâ in the business world The societal impact of customer service, the epidemic of loneliness and isolation, and its effects on work and connection with people An examination of the American Customer Satisfaction Index, the role of a service aptitude test, and the importance of employee training for exceptional customer service Curiosity as the foundation of stellar customer service, including the principles of hospitality, employee training, and the role of visual triggers in customer experience How to use customer experience action statements to clarify employees' responsibilities when dealing with customers and strategies for handling customer complaints effectively The transformative power of purpose in business, and the story of Metronics and their method of showing employees the impact of their work The importance of a strong service recovery process in boosting customer loyalty and the concept of the service recovery paradoxResources mentioned:
www.thedijuliusgroup.com
Follow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
-
Ever wondered why some brands like Starbucks continue to be loved generation after generation? Or perhaps you've pondered how the pandemic has forever changed the workforce, particularly for the Gen Z population?
Listen here â https://thedijuliusgroup.com/csr131
Johnâs son, Cal DiJulius, joins him to unravel the mysteries of Gen Z in the workforce. As we ground our discussions in data-driven insights and actionable strategies, we reveal the unique behaviors, attitudes, and preferences of this populous and diverse generation.
John and Cal have a heartfelt conversation about the pandemic's impact on Gen Z's career journeys, including Calâs, and how it reshaped the concept of a fulfilling work environment. A key focus of the conversation is the Employee Experience Revolution - a framework that aims to create a world-class brand experience. They probe into the vital role of authenticity and âcancel cultureâ in the workplace, the importance of re-engaging and reinvigorating around a common goal, and the necessity for accommodations like remote working, personal days, and work-life balance.
John and Cal reflect on Johnâs experience helping Starbucks create a customer experience action statement and the ripple effects on their brand. They pull apart the power of work and adaptation using New Day USA as a case study and caution against the dangers of business stagnation. Finally, they address the challenge of bridging generational divides in the workplace and fostering connections between Gen Zers and other generations.
Tune in, and let's demystify Gen Z and foster a vibrant, inclusive workplace environment.
Here are just a few takeaways:
The unique behaviors, attitudes, and preferences of Gen Z in the workplace, with data-driven insights from a Pew Research study The impact of the pandemic on the work experiences of Gen Z and the increasing importance of flexibility, humanity, and balance in the workplace An analysis of the implications of âcancel cultureâ on Gen Z in the workplace and the importance of authenticity, purpose, and culture for this generation Starbucks' approach to creating customer experience action statements and how this influenced their brand The power of work and the need for adaptation, using New Day USA as a case study The challenge of bridging generational divides in the workplace and fostering connections between Gen Z and other generations Strategies to empower Gen Zers in the workplace and create a vibrant, inclusive environmentResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.thedijuliusgroup.com
Follow and Review:
Weâd love for you to follow us if you havenât yet. Click that purple '+' in the top right corner of your Apple Podcasts app. Weâd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select âRatings and Reviewsâ and âWrite a Reviewâ then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
- Vis mere
