Episódios
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Dave Murray, VP of Consulting at The DiJulius Group, discusses three ways to turn your current contact center into a center focused on building and maintaining customer relationships.
Here are the three things we need to focus on:
Finding Negative Cues—Negative cues exist everywhere when it comes to customer experience, but especially in contact centers. We will discuss where they hide, how to identify them, and how to eliminate them. Gathering Customer Intelligence – ensuring your team is actively listening and engaging with your customers is vital. We will discuss best practices and systems you can implement so your team is actively engaged in each call. Creating Experiential Standards – in the final step of this session, we will discuss the importance of creating standards that your team members follow to ensure you are delivering a consistent experience to all of your customers.These three steps will help you create a relationship center in your organization.
Links
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Follow and Review:We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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John DiJulius, Chief Revolution Officer, interviews Matthew J. Weiss, a lawyer, entrepreneur, filmmaker, public speaker, and author. In 2006, Weiss heard a story about an incredible hero who would transform his life. This led him on a six-year journey to make his award-winning film Man in Red Bandana.
Learn:
How Matt went from lawyer to filmmaker What is the story behind the Man in the Red Bandana documentary What can we learn from Welles CrowtherLinks:
Connect with Matthew on LinkedIn: https://www.linkedin.com/in/matthewweiss/
Man in the Red Bandana https://www.amazon.com/gp/video/detail/amzn1.dv.gti.72b71ca9-c819-bc8a-da3d-e9949371938c?autoplay=0&ref_=atv_cf_strg_wb
www.matthewweiss.com
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Follow and Review:We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to a world-class level of client experience, but she has also championed World-Class Customer eXperience Trained (WCCXT) certification for an elite group of 280 companies and created the first-ever CX peer and accountability group that is complemented by continuing education sessions with The DiJulius Group.
Learn:
How Debi prepared to become a CXO How she gets executive buy-in around CX How she gets department buy-in around CX What Debi has accomplished as the CXO How Debi & TMT built a CX certification program for their clients to go through What advice Debi would give to an emerging CXOLinks:
www.wccxtcertified.com
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Follow and Review:We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to make sellilng as an experience. Today is all about sameness. Every company, every sales person, account executive says the same thing. We have the best product, we are the smartest, we provide the best customer service and support. When everyone says the same thing and customers can’t tell the difference between your company and your competition, it comes down to the lowest price. Price is something you offer when you have nothing else to distinguish yourself
Learn:
How to stand out in today’s commoditized sameness What the Selling as an Experience Formula is How to truly build a relationship and be a resource your clients can’t imagine life without How to create a value proposition that will shock your client How to educate versus sell How to make price irrelevantLinks:
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Follow and Review:We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to train your employees on critical soft skills. We are living in the “digital disruption era” in which technology has provided us with unprecedented advances, information, knowledge, instant access, and entertainment. However, as convenient as these advances make our lives, they have also changed how we communicate, behave, and think, leading to a dramatic decline in our people skills.
Learn:
How to train your entire organization on the emotional superpowers:
Authenticity
Love People
Listening
Curiosity
Empathy
Happy
Grateful
Positive/Optimism
KindLinks:
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Additional Resources:
Blog The Charlotte PD is Revolutionizing Policing by Delivering Excellent Customer Service
Podcast 038: The Chick-fil-A of Police Departments
Follow and Review:We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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Chief Revolution Officer John DiJulius talks with Sandy D’Elosua Vastola, CX project lead for Charlotte-Mecklenburg Police Department. She was instrumental in helping Charlotte PD creating a cx revolution in law enforcement which is now being copied by police departments throughout the US. She is an alumni of the Customer Experience Executive Academy 2021 and she won the 2022 Customer Experience Executive of the Year.
Learn
Why the Charlotte Police Department felt the need to become the Chick-fil-A of law enforcement. How Sandy handled all the enormous obstacles along the way How to avoid making your CX project flavor of the month or program of the year How to build your CX steering committee by adding “critics & synics” What impact this has had three years laterLinks:
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Blog The Charlotte PD is Revolutionizing Policing by Delivering Excellent Customer Service
Podcast 038: The Chick-fil-A of Police Departments
Follow and Review:We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create focused, resilient, and collaborative teams that can move projects forward with less stress and drama.
Learn:
How can leaders help employees with their mental well being How can leaders deal with all the things they have on their plate, chaos, and still be healthy. You say fine is a 4 letter word How can gratitude and meditation transform your work life And are there simple ways to incorporate them into your daily routine What are the myths & misconceptions about meditation Does spirituality belong in the workplaceLinks:
The Customer Service Revolution Podcast
The DiJulius Group
Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Learn more about Lori Saitz
https://zenrabbit.com/
https://www.linkedin.com/in/lorisaitz/
Follow and Review:We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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In this week's episode, Chief Revolution Officer John DiJulius sits down with John Bernatovicz who is an entrepreneur, podcast host, speaker, HR advocate, and author of HR like a Boss.
Learn
· How John got into the HR world
· How john defines HR
· Why he wrote HR Like a Boss
· The cornerstones of LOVE and OWNERSHIP to do HR Like a Boss.
· Why do human resources professionals dislike recruiting so much
· The HR Like a Boss business plan.
Links
The Customer Service Revolution Podcast
The DiJulius Group
Leading the Revolution Livestream: Creating Customer and Employee Experience Journey Maps
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
John Bernatovicz
www.hrlikeaboss.com
www.willory.com
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Chief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution conference.
Learn
· What the Freak Factor really means
· Why our school systems don’t always recognize a child’s true potential
· Why we need to help people lean into their uniqueness versus reducing it
· How can we be better parents
· How can we be better leaders
· What is more important goals & motivation or discipline, habits & systems
Links
The Customer Service Revolution Podcast
The DiJulius Group
Customer Experience Executive Academy
Employee Experience Executive Academy
Our new best-selling book, The Employee Experience Revolution
Journey Mapping Livestream Workshop
David Rendall
Podcast The Imperfectionist Podcast
www.drendall.com
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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 performance organizations, and working with young people to help others connect, command, and lead more effectively.
Here are just a few takeaways: How Brian’s father, Bill Polian, a Pro-Football Hall of Famer and Super Bowl champion, influenced his vision for the future What is it about coaching and leadership that is so enjoyable? How Generation Z forced Brian re-think what he was doing in his job. In his book, he refers to the term “Relationship Guy”. What does that mean? What Brian believes is the most important role of a leader is. Resources mentioned:Brian's website
Coaching and Teaching Generation Z - Honor the Relationships
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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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, creating a ripple effect of positivity and growth in both personal and professional spheres.
What happens when belief systems are shattered, and new possibilities emerge? Learn from Roger Bannister's iconic four-minute mile and its implications for leadership during crises. We discuss the fundamentals of clear communication, adherence to core values, and maintaining certainty to provide stability and direction. The episode also highlights the importance of calm, proactive leadership during turbulent times and how these principles can be applied to personal and organizational challenges.
Embrace the privilege of pressure and the power of encouragement in leadership. Hear about Walt Bettinger's unique interview tactics and the inspiring stories of Gary Vaynerchuk and Adam Sandler, who attribute their success to unwavering parental support. We delve into revolutionary leadership that challenges the status quo, fosters meaningful organizational change, and prioritizes people and community over shareholder profits.
As we navigate the uncertainty of the post-COVID world, discover how transparency and tangible goals can build resilient, successful teams prepared to face future challenges head-on.
Here are just a few takeaways:
Exploring the essence of leaving a lasting leadership legacy
The inspiring story of Roger Bannister breaking the four-minute mile and its impact on belief systems
Strategies for clear communication and adherence to core values during crises
Leadership qualities for handling pressure and the importance of encouragement
The role of revolutionary leadership in fostering change-driven environments
Navigating uncertainty and maintaining transparency in leadership during the pandemic
The rise of “accidental managers” and the shift toward people and community-focused businesses
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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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 customers.
Address your fears and doubts about AI integration with insights straight from Eric. We tackle the common concerns about job loss and potential sabotage within contact centers, explaining how AI can enhance human roles by making jobs more engaging and reducing turnover. From automating repetitive tasks to personalizing customer interactions, AI makes customer support more rewarding for agents and customers. Learn how Helpshift addresses these concerns and the importance of having a solid operational plan for AI implementation.
Peek into the future of customer experience and understand the criticality of effective customer service on vital performance indicators like customer satisfaction, NPS, and retention. Eric shares a compelling case study with SYBO, the maker of Subway Surfers, demonstrating AI's impact. We also emphasize the blend of technology and human skills needed to create superhuman agents, build long-term customer relationships, and improve employee morale.
This episode is a must-listen for anyone interested in the future of customer service and AI's transformative potential.
Here are just a few takeaways:
Helpshift's evolution from a Bay Area startup to a major player in the gaming industry
An examination of AI's role in automating tedious tasks and enhancing customer interactions to boost efficiency and build stronger customer relationships
Addressing common fears about AI integration, like job loss and potential sabotage
Explaining how AI can enhance human roles
Insights on the importance of a solid operational plan for effective AI implementation
Case study on SYBO, maker of Subway Surfers, showcasing AI's impact on customer experience and business growth
Blending technology with human skills to create superhuman agents, improving both customer satisfaction and employee morale
Exploring AI's future in customer service, including its potential to personalize interactions and drive long-term customer loyalty
Resources mentioned:
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/
https://thedijuliusgroup.com/project/cx-executive-academy/
https://thedijuliusgroup.com/project/exea/
https://thedijuliusgroup.com/blog/
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
https://www.linkedin.com/in/ericjvermillion/
gethelpshift.com
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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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 true leaders.
Dive into what makes a leader effective or ineffective, drawing insights from a Harvard Business Review study. Discover the alarming statistic that 50% of employees unhappy with their bosses plan to leave, underscoring the necessity of developing skills like building trust and fostering open dialogue. Learn how Jocko Willink's “Extreme Leadership” principles can inspire leaders to deepen their connection with their teams, driving performance and engagement.
Finally, we explore how to identify and nurture emerging leaders within your organization. From encouraging bold risks to involving promising individuals in task forces, we outline practical strategies to help future leaders flourish. Understand the importance of high emotional intelligence, storytelling, and genuine relationship-building in creating “energy givers” who can positively transform your company's culture and success.
Tune in to revolutionize your approach to customer service leadership and unlock your team's potential.
Here are just a few takeaways:
Transforming employee experiences to reduce turnover and boost effectiveness The importance of proper training and supportive standards for managers Contrasting outdated authoritarian styles with modern empathetic leadership Identifying and nurturing emerging leaders with high emotional intelligence and a growth mindset Building cross-departmental relationships and professional development through task forces and steering committees Utilizing storytelling and authentic relationship building in leadership Strategies for leaders to foster trust, loyalty, and open dialogue within their teamsResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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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 strategies for fostering teamwork and communication across departments, making your organization a model of collaboration.
We also explore the complexities of internal communication, especially in today's remote and decentralized work environments. Hear how miscommunication and unrealistic expectations can strain teams, and learn how subtle language changes can enhance collaboration. Through compelling examples from John Robert’s Spa, we discuss the importance of empathy and awareness in preventing misunderstandings. We also share best practices for digital communication—covering everything from email etiquette to the effective use of Slack and Teams. Plus, hear a personal story that underscores the impact of understanding your role on your internal customers.
Join us for a masterclass in transforming your internal culture and communication!
Here are just a few takeaways:
Strategies to break down organizational silos and foster collaboration across departments
Addressing the challenges of remote work environments
The importance of understanding coworkers' workloads
Best practices for maintaining professionalism and clarity in emails and other digital communication tools like Slack and Teams
The role of empathy in preventing misunderstandings and enhancing internal communication
How strong leadership can cultivate a cohesive and efficient workplace, leading to happier employees and satisfied customers
Case studies from Intermountain Healthcare and John Robert’s Spa illustrating the impact of internal culture on service delivery
Actionable strategies for fostering teamwork, communication, and understanding internal roles to improve overall organizational effectiveness
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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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 experiences.
John welcomes Bob King, the brilliant mind behind “The Joy of Closing.” From his roots in filmmaking to becoming a sales expert, Bob shares his fascinating journey and the pivotal lessons learned along the way. Discover how building trust with customers and crafting clear, effective presentations can turn any salesperson into a closer. Bob provides insights into the nuances of sales, emphasizing the distinction between simply presenting a product and genuinely addressing customer resistance to secure a sale.
Finally, we dive into the art of successful sales pitches and the importance of genuine human interactions. Learn the strategies for creating urgency without pressure, handling price objections effectively, and identifying essential skills in potential sales candidates. The episode wraps up with a discussion on embracing challenges and thriving under pressure. Hear personal stories illustrating how resilience and a positive mindset can guide companies through tough times, ensuring that every challenge becomes an opportunity for growth and excellence.
Join us for an episode teeming with actionable insights and inspiring stories to help you elevate your customer service and sales skills to new heights.
Here are just a few takeaways:
Transforming customer service operations by addressing website defects
Insights on reducing non-revenue inquiries to boost customer satisfaction
Bob King's path from filmmaking to sales expertise
The importance of storytelling and trust in closing sales
Making the distinction between salespeople and closers and the value they bring
Effective strategies for handling price objections and creating urgency
Some personal stories on thriving under pressure and leading with resilience
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.joyofclosing.com
www.tiktok.com/@joyfulcloser
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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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 of employee engagement on organizational success. Highlighting the dangers of treating employees simply as hourly workers, we examine the ripple effect of a disengaged staff on customer satisfaction. With practical advice on recognizing achievements, creating fun work environments, and providing unique benefits, we share how to keep your team motivated and invested in their roles.
John and Dave’s conversation explores the role of fear in stifling growth and innovation within organizations. Featuring insights from leaders like Charlie Kim of Next Jump and data from Bain & Company, we emphasize the importance of regular one-on-one meetings and empathetic leadership. Learn how adopting a “no layoff” policy and understanding employees' personal aspirations can significantly boost engagement and mental wellness, ultimately leading to a thriving work environment.
Here are just a few takeaways:
Strategies from “The Employee Experience Revolution” to enhance retention and engagement
The importance of nurturing a culture of gratitude and continuous investment in employees
Practical approaches for recognizing achievements and creating fun work environments
The role of empathy and compassion in leadership to address fear and promote growth
How regular one-on-one meetings can support personal and professional development
The benefits of unique perks like maid services and career path opportunities
How employee engagement impacts customer loyalty and organizational profitability
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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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 ghosting and pre-start attrition, we highlight the urgency of effective onboarding to keep your best hires from slipping through your fingers.
John shares best practices for new employee orientation, focusing on the power of storytelling and emotional engagement. Discover innovative techniques like scavenger hunts for policy education and the importance of regular check-ins to ensure new hires feel supported as they settle in. We also delve into crafting impactful soundbites that instill pride and ownership in new employees, inspired by Chick-fil-A’s approach. Learn how a seamless transition from the interview process to onboarding can maintain the enthusiasm of new recruits and create a world-class employee experience right from the start.
Tune in for insights that could revolutionize your onboarding process and set your company apart.
Here are just a few takeaways:
The importance of creating memorable and engaging onboarding experiences to combat employee ghosting and pre-start attrition
Strategies to transform job offers and first days into milestone moments
Best practices for new employee orientation, including storytelling, scavenger hunts, and regular check-ins to foster community and re-engagement
Techniques to utilize soundbites for instilling pride and seamless onboarding transitions
Combining new and existing employees during orientation to build community and re-engagement
Practical tips for enhancing the onboarding process, such as sending pre-start emails, personalizing welcome gifts, and organizing engaging activities
Maintaining employee enthusiasm and commitment from the pre-start phase through their first 90 days
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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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 expert Shep Hyken, who shares groundbreaking findings from his latest research study, Achieving Customer Amazement (ACA).
John and Shep’s conversation dives deep into the shifts in customer satisfaction, particularly in the wake of the pandemic. We explore how the American Customer Satisfaction Index (ACSI) has fluctuated and why excellent service remains indispensable in B2B and B2C contexts. Real-world examples illustrate how even industries bound by long-term contracts must prioritize customer experience to sustain their business. Shep Hyken’s insights on customer loyalty and the importance of friendly, knowledgeable staff offer essential takeaways for any business leader aiming to thrive in today's competitive environment.
As we look to the future, John and Shep discuss the evolving role of AI in customer service. With 62% of customers expecting AI to become a primary service mode, we examine why current self-service options often fall short and how businesses can better implement AI technologies. Addressing concerns around privacy and job displacement, we highlight that AI will likely shift roles rather than eliminate them, maintaining the human touch that is vital for exceptional customer experience.
Tune in for a thought-provoking episode that challenges conventional wisdom and provides strategies for creating exceptional customer and employee experiences.
Here are just a few takeaways:
Insights from shuttle bus drivers on improving guest experiences The importance of regular focus groups with frontline employees How the pandemic has impacted customer satisfaction levels, referencing the American Customer Satisfaction Index (ACSI) The criticality of excellent service in both B2B and B2C industries, including real-world examples Shep Hyken’s findings on factors that drive customer loyalty, emphasizing friendly and knowledgeable staff Examining the evolving role of AI in customer service, current shortcomings, and future expectations Transforming employee experiences to enhance customer service and overall business health A personal story about expressing love and appreciation in relationships, tied to a broader message of valuing the present momentResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
hyken.com/research
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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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 roles.
Have you ever wondered how virtual avatar interviews could streamline the hiring process? Joel walks us through the groundbreaking use of digital avatars in recruiting at Five Star Call Centers. These virtual interviews allow candidates to present their skills without disrupting their current jobs and provide recruiters with detailed insights into qualities like empathy and enthusiasm. It's a win-win situation that saves time, increases transparency, and gives a comprehensive understanding of each candidate’s suitability for the role.
We also delve into the future of employee training and measuring customer satisfaction through AI integration. Joel discusses how AI-driven training modules can be customized to fit individual needs, allowing for a flexible, personalized learning experience. Moreover, we highlight the power of real-time CSAT monitoring, which provides immediate feedback and helps quickly address systemic issues.
Join us to discover how Five Star Call Centers is setting a new standard in customer service and workforce optimization.
Here are just a few takeaways:
Revolutionizing customer service with AI integration at Five Star Call Centers Leveraging AI and machine learning to enhance customer experiences across multiple channels Innovative hiring processes using virtual avatar interviews to gain deeper candidate insights AI-powered, customized employee training modules for improved agent performance. Real-time customer satisfaction (CSAT) monitoring and feedback to optimize service quality Utilizing workforce management systems like the Hive for performance metrics and speech analytics Addressing challenges and opportunities in AI adoption within the customer service industryResources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
fivestarcallcenters.com
www.linkedin.com/in/joel-sylvester-3a454344
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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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 a rich company culture, we share insights on creating an engaging and memorable hiring journey.
We focus on aligning hiring practices with your company's core values. Sharing personal stories and reflecting on the impact of joining small organizations, we underscore cultural fit, especially during tough times. Learn how to maintain high standards in hiring, avoid the “labor shortage” mindset, and leverage unique value propositions to stand out from larger competitors. Our discussion reveals the need for innovative screening methods and preserving your company’s reputation while striving for growth.
John and Dave also explore innovative recruitment strategies that gauge a candidate's enthusiasm and fit. From video cover letters to personalized welcomes, we delve into creative approaches that enhance the recruitment experience. Hear the power of personal connection and how subtle behaviors can indicate a candidate's suitability for customer-facing roles. Learn best practices for involving team members in the hiring process, conducting multiple interviews, and utilizing “shadow days” to ensure candidates resonate with your company’s mission and culture.
Join us on this episode to get actionable tips for attracting and retaining top talent that aligns with your company’s vision.
Here are just a few takeaways:
Revolutionizing the recruitment process by treating job candidates as valued customers and enhancing their experience
Aligning hiring practices with company values for better cultural fit and long-term success
Overcoming the “labor shortage” mindset by maintaining high hiring standards and offering unique value propositions
The significance of a strong, well-defined company culture in attracting the right talent
Creative recruitment strategies like video cover letters and personalized candidate welcomes
Interview techniques that assess soft skills and behaviors beyond just qualifications
The power of personal connection
The lasting impact of making candidates feel valued and important
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” 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.
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