Customer Service Revolution

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the concept of being in the 'certainty business.' They explore how uncertainty is a major source of anxiety for both customers and employees, and how organizations often neglect the human side of communication in favor of technical skills. John emphasizes the importance of providing certainty to build trust and improve customer and employee experiences. The conversation also covers practical strategies for leaders to communicate effectively during uncertain times, ensuring that updates are provided consistently, even when there is no new information to share. Takeaways: Uncertainty is a major source of anxiety in life and business. Organizations focus too much on technical skills and neglect empathy and communication. Providing certainty can build trust with customers and employees. Communication should be frequent, even when there is no new information. Leaders must communicate clearly during times of uncertainty. Bad news should be communicated early and with empathy. Updates can significantly reduce anxiety for customers and employees. Companies like Amazon excel in providing certainty through communication. Training should include a balance of technical skills and soft skills. The best brands deliver certainty, not just products or services. Chapters: 00:00The Certainty Business: Understanding Uncertainty 15:48Practical Applications of Certainty in Business 21:04Leadership and Communication During Uncertainty 24:19Key Takeaways for Reducing Uncertainty Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

In this espisoder, our listeners ask John anything! Summary Your chance to ask John anything!  In this episode of the Customer Service Revolution podcast, Denise Thompson asks John R. DiJulius III questions submitted by our listeners.  They discuss various aspects of improving customer service and employee engagement. They address the challenges of busy schedules, the importance of empathy, recognition, and training, and the role of middle management in driving customer experience. The conversation emphasizes the need for a human touch in customer interactions, even in an age of automation, and highlights the significance of creating a customer experience action statement as a guiding principle for organizations. Takeaways: Start with a customer experience action statement as a guiding principle. Employees may not care as much as entrepreneurs, but they can be engaged. Earned growth is a better KPI than traditional metrics like NPS. Empathy fatigue is real; leaders must help employees manage it. Recognition and appreciation are crucial for employee motivation. Training should allow for personal expression while maintaining professionalism. Middle management plays a key role in driving customer experience initiatives. Human interaction is essential, even in an increasingly automated world. Hiring for empathy and people skills is critical for customer service roles. The first commandment of customer experience is igniting the revolution. Chapters: 00:00Igniting the Customer Experience Revolution 11:58Balancing Budgets and Customer Experience Investment 15:06Re-energizing Employees Around the Mission 17:37The Role of Middle Management in Customer Experience 24:56Training for Consistency Without Scripts 27:31Future-Proofing Customer Experience 38:22Conclusion and Key Takeaways Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the findings of a Wall Street Journal intelligence report on the impact of AI on customer experience. They explore the disconnect between AI's potential and its actual implementation in businesses, emphasizing the importance of emotional intelligence and human interaction in customer service. The conversation highlights cultural barriers to effective customer experience transformation and the need for a human-centric approach in the AI era. They also discuss how companies can innovate customer value by leveraging AI effectively. Takeaways: 93% of leaders say their customer experience is broken. AI is still in its infancy and needs careful implementation. Companies are chasing AI for efficiency but missing emotional connection. Cultural dysfunction is a major barrier to customer experience transformation. AI can personalize customer interactions but should not replace human touch. 76% of executives feel behind on AI transformation. Emotional intelligence is crucial in customer experience. AI should supplement, not replace, human interaction. Companies winning with AI are inventing new categories of customer value. A human-centric approach is essential in the AI era. Chapters: 00:00The State of Customer Experience and AI 03:43The Challenges of AI in Customer Experience 08:47Cultural Barriers in CX Transformation 14:03Emotional Intelligence in Customer Interactions 19:07The Human Element in AI Integration 24:21Innovating Customer Value with AI 29:13The Future of Customer Service and AI Links: The Experience Gap, AIs Imminent Impact on CX:  Code and Theory, Wall Street Journal Report Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DeJulius discuss the concept of making price irrelevant through exceptional customer experiences. They explore how consistency in service, a zero-risk mindset, and equipping employees to articulate value can lead to customer loyalty and a competitive edge in the market. The conversation emphasizes the importance of focusing on the overall experience rather than just pricing strategies. Takeaways: Making price irrelevant is about the experience delivered. Consistency in service leads to customer loyalty. Competing in experience is more effective than competing on price. Zero risk mindset enhances customer trust and loyalty. Service recovery can increase customer loyalty after a mistake. Employees must be trained to articulate the value of services. Journey mapping helps understand customer experiences better. Great companies focus on the basics of customer service. Articulating reasons for higher prices is crucial for sales. Creating a signature experience differentiates a brand. Chapters: 00:00Making Price Irrelevant Through Experience 07:59Competing in the Experience Wars 15:59Zero Risk and Customer Loyalty 20:48Empowering Employees to Articulate Value Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Blogs on Price Myths: https://thedijuliusgroup.com/4-price-myth-busters/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the common misconceptions surrounding pricing and customer retention. He emphasizes that many businesses misdiagnose their issues as pricing problems when, in fact, the root cause often lies in the customer experience. Through various examples and case studies, John illustrates the importance of understanding customer needs, improving service quality, and focusing on key performance indicators to drive business growth. He also highlights the need for leaders to shift their mindset regarding pricing pressures and to prioritize delivering exceptional experiences to their customers. Takeaways: Price is often used as an excuse for business failures. Customer experience is crucial for retention and loyalty. Many companies misdiagnose retention issues as pricing problems. Understanding customer needs goes beyond just asking them. Key performance indicators should focus on what truly drives growth. The experience provided can justify higher prices. Leaders need to shift their mindset about pricing pressures. Effective communication with customers is essential for retention. Improving service quality can lead to increased sales and customer loyalty. Businesses should focus on earned growth rather than bought growth. Chapters: 00:00Introduction and Personal Updates 02:07Price Myth Busting: Understanding Customer Perception 07:27The Importance of Customer Experience in Retention 12:18Identifying Key Performance Indicators (KPIs) for Success 18:45Value vs. Price: The Customer Experience Perspective 23:44Mindset Shifts for Leaders Facing Pricing Pressure Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Blogs on Price Myths: https://thedijuliusgroup.com/4-price-myth-busters/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DeJulius discuss the importance of fostering a 'yes' culture in customer service. They explore how the word 'no' can negatively impact customer interactions and emphasize the need for employees to focus on what they can do to assist customers. Through engaging anecdotes, including the milkshake metaphor from Cameron Mitchell restaurants, they illustrate how empowering employees to say 'yes' can enhance customer satisfaction and loyalty. The conversation also touches on the role of leadership in creating an environment where employees feel confident to say 'yes' and the potential of AI in improving customer service experiences. Takeaways: The word 'no' should be eliminated from customer service interactions. Empowering employees to say 'yes' enhances customer satisfaction. A positive mindset is crucial for effective customer service. Leaders must create a culture that supports employee autonomy. Understanding customer needs is key to providing excellent service. Training employees to focus on solutions rather than problems is essential. The milkshake metaphor illustrates the importance of a 'yes' culture. Regularly auditing policies can help identify areas for improvement. AI can streamline customer service but should not replace human interaction. Storytelling is a powerful tool in reinforcing company culture. Chapters: 00:00Welcome and Introduction 02:13The Power of 'Yes' in Customer Service 08:10The Milkshake Metaphor 16:23Empowering Employees to Say 'Yes' 19:58Creating a 'Yes' Culture 26:38The Importance of Customer Experience 34:02Final Thoughts and Takeaways   Links: HBR Article, Stop Trying to Delight Your Customer: https://hbr.org/2010/07/stop-trying-to-delight-your-customers Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com    

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and Dave Murray discuss the critical importance of customer experience consulting across various industries. They explore how systems and structures can enhance customer interactions, the significance of internal communication, and the need for organizations to recognize their role in the customer experience. The conversation highlights successful client transformations, the impact of silos, and the essential link between employee and customer experiences. They also provide actionable insights for leaders looking to improve their organizations and ensure lasting change after consulting engagements. Takeaways: Customer experience consulting is essential for all industries. World-class service requires structured systems, not just slogans. Internal communication gaps often erode customer experience. Every employee has a role in the customer experience. Transformations can turn customer service initiatives into cultural norms. Silos within organizations can negatively impact customer engagement. Identifying internal issues is crucial for improving customer experience. Leaders must support their teams to enhance customer service. Small changes can lead to significant improvements in customer interactions. Measuring ROI is vital for understanding the impact of customer experience initiatives. Chapters: 00:00 Transforming Customer Experience Across Industries 01:05 The Importance of Systems in Customer Experience 05:56 Identifying Internal Barriers to Customer Experience 09:04 Tailoring Consulting for Diverse Industries 11:17 Client Transformations: Success Stories 15:56 Bridging the Gap Between Operations and Customer Experience 18:07 Signs Your Organization Needs Consulting Engagement 22:35 The Importance of Internal Culture 26:03 Empowering Middle Managers 27:30 Ownership of Customer Experience 29:48 The Role of Niceties in Communication 31:53 Supporting Employee Success 33:03 Ensuring Lasting Change After Consulting 36:09 Measuring ROI in Customer Experience 42:23 Scaling Without Losing Your Service Soul Links: Dave's Podcast with AlpinHaus: https://thedijuliusgroup.com/csr-221/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary: Chief Revolution Officer John DiJulius speaks withRicky Arriola, the founder and CEO of Inktel Holdings Corp, one of the country's leading customer experience and business process outsourcing firms. Inktel provides outsourced customer experience solutions to Fortune 500companies, government agencies, educational institutions, and consumer brands.Its services include omnichannel contact center support, sales, order management, back-office processing, government BPO services, and fulfillment. The company has been repeatedly recognized as a Best Place to Work. Learn How Ricky became obsessed with building a world-class cx organization Why so many organizations trust Inktel with their customer experience How Inktel manages rapid growth without compromising its culture What the future of AI has in the contact center worldLinks   This episode is sponsored by The Customer Experience Executive Academy.  Learn more here Links: Inktel:  www.inktel.com Ricky Arriola:  https://www.linkedin.com/in/rickyarriola/ Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the alarming trend of employees, particularly Gen Z, wanting to sever their work and personal lives. They explore the implications of this disconnect, the role of workplace culture in mental health, and strategies leaders can implement to foster a more supportive environment. The conversation emphasizes the importance of purpose in the workplace and how it can enhance employee satisfaction and productivity, ultimately benefiting the organization as a whole. Takeways: Nearly half of Gen Z workers prefer to separate work and personal life. A significant percentage of employees would consider extreme measures to disconnect from work stress. Workplace culture plays a crucial role in employee mental health. Leaders should create environments where employees feel whole and valued. Purpose in work is essential for employee satisfaction and retention. Effective communication and boundaries are vital for employee well-being. Employee experience directly impacts customer experience and satisfaction. Building trust and authenticity in the workplace fosters a positive culture. Leaders must recognize the importance of employee happiness as a business imperative. The interview process should focus on finding the right fit for both the employee and the organization. Chapters: 00:00The Disconnect Between Work and Personal Life 05:24The Impact of Workplace Culture on Mental Health 10:15Leadership's Role in Employee Well-being 15:19Creating Purpose in the Workplace 19:34Navigating Career Expectations 22:16Authenticity in the Workplace 25:47The Role of Leadership in Employee Development 27:24The Importance of Employee Happiness 29:16Finding Purpose in Work 32:18Creating a Positive Work Environment 34:10The Impact of Employee Experience on Customer Experience 35:42Recognizing Individual Contributions 38:01Addressing Personal Issues at Work 39:58Generational Differences in Workplace Dynamics   This episode is sponsored by The Customer Experience Executive Academy.  Learn more here Quote: Leading is the pinnacle of human achievement. Your number one task is helping others grow and develop and contribute to their colleagues and communities. Your accomplishments, accomplishment list will be measured by those who went on to be wildly successful in large measure because of the time they spent with you. -Tom Peters Links: Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary: In this engaging conversation, Neen James, a leadership strategist and author, discusses the importance of creating exceptional experiences in business and life. She emphasizes that luxury is a mindset, not just about expensive things, and shares insights on how to make people feel seen, heard, and valued. The discussion covers the significance of human connection in a digital age, the research behind luxury as a mindset, and practical strategies for transforming relationships in business. Neen also introduces her concept of 'champagne moments'—small, joyful experiences that can elevate everyday interactions. The conversation concludes with a focus on actionable takeaways for leaders and businesses to implement in their practices. Takeways: Luxury is a mindset that everyone can embrace. Listening with your eyes enhances human connection. Creating exceptional experiences is vital in business. Champagne moments can bring joy to everyday life. Transforming relationships from transactional to transformational is key. Everyone deserves to feel special and valued. Human connection is more important than ever in a digital age. Luxury is about experiences, not just material things. Investing in relationships with team members and vendors is crucial. Exceptional experiences can be created without significant costs. Chapters:   00:00 Introduction to Neen James and Her Work 05:05 The Importance of Making People Feel Seen and Heard 07:59 Transforming Relationships in Business 10:52 Luxury as a Mindset 14:04 Creating Exceptional Experiences 18:00 The Human Connection in Customer Service 21:06 Tactical Ways to Make Others Feel Valued 23:35 Champagne Moments and Daymaker Dopamine 26:50 The Five Luxury Levers for Business Success 29:41 Conclusion and Key Takeaways 35:17 CSR_ShowClose.mp3 35:47 CSR_ShowClose.mp3 This episode is sponsored by Fin.  Learn more here Links: Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent! Neen James new book, Exceptional Experiences Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the six key areas that separate good companies from iconic brands. They explore the importance of physical experience, atmosphere, ease of doing business, technical excellence, operational details, and hospitality in creating customer evangelists. The conversation emphasizes the need for companies to excel in all areas to build brand loyalty and provide a seamless customer experience. John shares insights on how to audit these components and the significance of training employees in hospitality to enhance customer interactions. Takeways: To create customer evangelists, excel in six key areas. Physical experience often gets overlooked until it's a problem. Atmosphere can transform emotional connections to brands. Ease of doing business is crucial for customer satisfaction. Technical excellence should be a differentiator, not just a requirement. Operational details are often invisible but impactful. Hospitality is about how you make customers feel valued. Training for hospitality is often undervalued in organizations. Regular audits of customer experience components are essential. Improving one area can lead to quick wins in customer loyalty. Chapters: 00:00Introduction to Customer Experience Excellence 01:28The Six Key Areas of Customer Experience 04:13The Importance of Physical Experience 05:55Creating Atmosphere: The Emotional Connection 10:55Functional Ease: Making Business Simple 12:06Technical Excellence: Beyond Competence 13:39Operational Details: The Invisible Backbone 17:23The Role of Hospitality in Customer Experience 21:45Training for Hospitality: Bridging the Gap 24:49The Interconnectedness of the Six Components 30:17Auditing Customer Experience 32:19Quick Wins for Customer Loyalty 34:50Creating Customer Evangelists: The Challenge   This episode is sponsored by The Customer Experience Executive Academy.  Learn more here   Links: Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent! Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary: In this episode, John R. DiJulius III and Denise Thompson discuss the importance of taking time for personal growth through sabbaticals, the evolving job market dynamics leading to a trend of loyalty among employees, the stark contrast in compensation between CEOs and average workers, and the philosophy surrounding wealth and generosity. They explore how societal expectations and corporate practices shape our understanding of success and responsibility. Takeways: Taking a sabbatical can lead to personal and professional growth. The job market is shifting towards valuing employee loyalty over job hopping. CEO compensation has drastically outpaced worker wages, raising concerns about corporate greed. Generosity and giving back can lead to a more fulfilling life than hoarding wealth. The concept of stakeholder capitalism is gaining traction but lacks meaningful implementation. Economic trends show that staying in a job may now be more beneficial than switching for higher pay. The disparity in wealth distribution is a pressing issue that needs addressing. Corporate practices often prioritize shareholder wealth over employee welfare. Generosity should be a priority for those who have achieved financial success. The conversation around wealth and its responsibilities is evolving. Chapters: 00:00The Importance of Sabbaticals 11:52The Shift from Job Switching to Job Loyalty 20:46Corporate Greed and Stakeholder Theory 22:00The Profitability Dilemma 23:25The Billionaire Question 26:26Stakeholder Capitalism: A Shift in Focus 27:44The Reality of Corporate Promises 28:47Generosity vs. Greed 31:20The Pursuit of Happiness and Wealth 33:35The Impact of Wealth on Society   This episode is sponsored by Fin.  Learn more at Fin.ai/csrevolution Links: Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent! Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary: In this episode of the Customer Service Revolution, Denise Thompson and John DiJulius discuss the changing landscape of customer service, particularly focusing on Southwest Airlines. They explore how the airline, once a leader in customer satisfaction, is facing challenges due to management decisions prioritizing profits over customer experience. The conversation delves into the importance of employee engagement, the impact of negative cues in customer interactions, and the need for businesses to maintain a customer-centric approach to thrive in a competitive market. Takeways: Southwest Airlines was once a leader in customer service. The airline's profitability has declined due to management decisions. Happy employees lead to happy customers. Negative cues can significantly impact customer experience. The language used in customer interactions matters. Management's paranoia can lead to overly strict policies. Companies built on customer experience tend to outperform others. The tone of voice in customer service is crucial. Southwest's shift from open seating to assigned seating reflects broader industry trends. Customer service strategies must evolve to maintain relevance. Chapters: 00:00Introduction and Overview of Customer Service Revolution 02:00The Evolution of Southwest Airlines 04:18Profitability and Customer Experience 09:25Negative Cues in Customer Service 16:45Conclusion and Final Thoughts   This episode is sponsored by Fin.  Learn more at Fin.ai/csrevolution Links: Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent! Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary: In this episode of the Experience Revolution podcast, host Dave Murray speaks with Katie Osborne, co-owner and vice president of marketing for Alpenhaus. They discuss the evolution of Alpenhaus, a family-run business that has expanded from a ski shop to a retailer of various outdoor fun products. Katie shares insights on the importance of customer experience, the tools and processes they have implemented to enhance service, and how they engage employees in this mission. The conversation also touches on the significance of recognition and awards, the impact of the Customer Experience Executive Academy (CXEA), and the continuous improvement mindset that drives Alpenhaus forward. Katie offers valuable advice for newcomers to the customer experience field, emphasizing the need to start small and focus on pain points. Takeways: Alpenhaus has evolved from a ski shop to a diverse outdoor retailer. Customer experience is woven into the fabric of Alpenhaus. Tools and processes are essential for delivering great customer experiences. Engaging employees through videos and role-playing enhances service standards. Recognition of employees for service excellence is crucial. CXEA provided valuable insights and tools for success. Continuous improvement is necessary for maintaining high standards. Internal communication plays a key role in reinforcing customer experience. Anecdotes of exceptional customer service highlight the company's commitment. Starting with small, manageable changes can lead to significant improvements. Chapters: 00:00Introduction to Alpin Haus and Its Journey 02:41The Importance of Customer Experience 05:22Tools and Processes for Success 08:13Engaging Employees in Customer Experience 11:23Recognition and Awards for Service Excellence 14:05The Impact of CXEA on Alpenhaus 16:54Continuous Improvement in Customer Experience 19:30The Role of Internal Communication 22:25Anecdotes of Customer Service Success 25:08Future Plans for Customer Experience 28:02Advice for Newcomers to Customer Experience   Links Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary: In this episode of the Experience Revolution podcast, host Dave Murray speaks with Kevin Shipley, Associate Vice President of Community Engagement at Gulf Coast Blood. They discuss the evolution of donor experience at Gulf Coast Blood, emphasizing the importance of empathy, leadership support, and innovative training methods. Kevin shares insights on how the organization has successfully increased donor retention and engagement through strategic initiatives, including the use of Net Promoter Score (NPS) for both donor feedback and employee recognition. The conversation highlights the significant impact of a strong donor experience on saving lives and sustaining organizational growth. "Great donor experience helps save lives." Chapters: 00:00Introduction to the Experience Revolution 01:58Growth in Donor Experience at Gulf Coast Blood 06:32Impact of Empathy on Donor Retention 09:25Challenges in Donor Retention and Engagement 12:14Leadership Changes and Sustaining Initiatives 14:08Integrating Customer Experience into Training 17:07Celebrating Donor Milestones 18:51Measuring Success with NPS 22:26Using NPS for Employee Recognition 33:09Conclusion and Future Outlook

Summary   In this episode of the Customer Service Revolution podcast, Denise Thompson interviews Dave Murray, VP of consulting for the DiJulius Group. They discuss the critical connection between employee experience and customer experience, the challenges of accidental management, and the importance of a strong recruiting and onboarding process. Dave shares insights from his book, 'The Employee Experience Revolution,' emphasizing the need for organizations to focus on internal culture to drive external success. The conversation also touches on the evolving expectations of employees, particularly regarding work-life balance, and previews upcoming workshops aimed at improving recruitment and onboarding practices.   Takeaways Employee experience directly impacts customer experience. 82% of managers are accidental managers, lacking training. Transforming internal culture can lead to better customer service. Companies must focus on consistent management practices. Recruiting processes should reflect company culture and values. Onboarding is a critical opportunity for engagement. Work-life balance is increasingly important for employees. Organizations need to proactively manage their culture. Effective training for managers is essential for retention. Creating a memorable experience starts from the first contact. Sound Bites "82% of managers are accidental managers." "Two minutes to 12 seconds is a big difference." "We want to be selective in our hiring." Chapters 00:00Introduction to Customer Experience and Employee Engagement 01:58The Need for Employee Experience Revolution 05:01Transforming Customer Experience through Employee Engagement 09:36Attracting and Retaining Top Talent 13:58The Importance of a Positive Recruiting Experience 17:39Creating Growth Opportunities for Employees 22:26The Importance of Structured Training 24:17Creating a Memorable Recruiting Experience 27:06Attracting Candidates: Company Culture and Reputation 31:04Work-Life Balance and Generational Expectations 34:18Enhancing the Onboarding Process 37:35Applying Recruitment Strategies to Educational Institutions   Links Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the importance of creating an above and beyond culture in customer service. They explore how empowering employees, defining what above and beyond means, and overcoming fears can lead to exceptional customer experiences. The conversation also covers various types of above and beyond opportunities, the significance of anticipatory service, and the role of storytelling in fostering a culture of excellence. The episode concludes with insights on celebrating above and beyond stories to inspire and motivate employees.   Takeaways Creating an above and beyond culture benefits both customers and employees. Above and beyond is defined as doing something unexpected for customers or coworkers. Empowering employees is crucial for fostering a culture of service excellence. Fear of repercussions can prevent employees from going above and beyond. Storytelling can inspire employees to recognize and act on service opportunities. Anticipatory service involves identifying customer needs before they arise. Service recovery can enhance customer loyalty when handled well. Celebrating above and beyond stories motivates employees to strive for excellence. Leaders must model the behavior they want to see in their employees. A culture of service excellence requires ongoing training and recognition.   Links Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson delve into the art of becoming an indispensable business partner. Discover how to build trust and foster relationships that clients can't imagine living without. From the importance of loving what you do to the power of being a resource broker, learn actionable strategies to elevate your client partnerships. Tune in to explore the evolving ABCs of business and how to always be connecting in today's dynamic landscape. Takeaways: Tipping practices can create frustration for delivery workers. AI is reshaping the workforce, but human interaction remains essential. Boreout is a significant issue in remote work environments. Building strong client relationships is crucial for business success. Being a trusted partner means being committed to clients' success. Effective communication is key to maintaining employee engagement. AI can enhance efficiency but should not replace human connection. Understanding clients' goals can lead to better partnerships. Transparency in communication fosters trust with clients. The ABCs of business have shifted from closing deals to building connections. Chapters:   00:00Introduction and Summer Heat 00:48DoorDash Tipping Controversy 05:38AI Automation and Job Displacement 11:42Burnout vs. Boreout in the Workplace 15:39Engaging Employees in the Modern Workplace 16:57The Impact of AI on Jobs 17:56Creativity and Conversation in the Age of Technology 19:13Building Trust: The Bomb Shelter Concept 21:56Becoming an Indispensable Partner 23:48Transparency and Difficult Conversations 25:01Being a Resource Broker for Clients 26:27Educating vs. Selling: A New Approach 29:42Commitment to Client Success 31:52The Shift from Closing to Connecting   Links Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

Summary In this conversation, Denise Thompson and John DiJulius III explore the evolving landscape of customer experience and consulting. They discuss the challenges faced by young adults in social interactions, the state of customer experience in America, and the importance of co-creation in consulting. The conversation also highlights the need for executive sponsorship in consulting projects and the significance of identifying red flags in consulting relationships. Additionally, they touch on the impact of leadership on community and the importance of making a difference in the lives of others. Takeaways The importance of social interactions for young adults today. Customer experience in America is declining, with a need for improvement. Consulting should focus on co-creation and capability building. Identifying red flags in consulting relationships is crucial for success. Executive sponsorship is vital for the success of consulting projects. The zip code a child is born into is a significant indicator of their future success. Consultants should ask the right questions to uncover real issues. Creating systems for people, not just for companies, is essential. Leaders play a critical role in shaping company culture and customer experience. Making a difference in the community is a responsibility of leaders. Chapters 00:00Weekend Reflections: Family and Connection 03:36The Kindness Recession: A Decline in Happiness 07:14Rethinking Consulting: Beyond Transactional Relationships 10:05The Importance of Industry Knowledge in Consulting 12:10Transactional Relationships vs. True Partnerships in Consulting 16:17Creating Capability Over Dependency in Consulting 21:04The Role of Co-Creation in Consulting Projects 23:30Evaluating Consultants: Red Flags to Watch For 27:46The Customer Experience Executive Academy: Building Internal Expertise 33:16The Role of Leadership in Consulting Success 35:59Living an Extraordinary Life: Making a Difference   Links Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Believe in Dreams: https://believeindreams.org/  Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

Gen Z Gaze Summary In this episode, Denise Thompson and John R. DiJulius III discuss the phenomenon of the 'Gen Z gaze' and its implications for customer service. They explore generational differences in social skills, the impact of technology on communication, and the role of AI in hiring processes. The conversation highlights the importance of essential interpersonal skills in customer service and the growing loneliness epidemic across generations. They also touch on cultural influences on social behavior and the necessity of training in customer-facing roles. Takeaways The Gen Z gaze reflects a struggle with social interactions. Every generation shows a decline in customer service skills. Technology has led to fewer face-to-face conversations. AI in hiring may overlook essential human qualities. Curiosity and listening skills are teachable. Loneliness is a growing epidemic across all age groups. Hiring for personality is crucial for customer service roles. Training is essential for developing interpersonal skills. Cultural factors influence social behavior and interactions. The importance of personal connections in a digital age. Chapters 00:00Introduction to the Customer Service Revolution 02:39The Gen Z Stare and Its Implications 05:14Generational Differences in Customer Service 07:41The Role of AI in Hiring and Training 10:17Teaching People Skills to Younger Generations 12:38Navigating Personal Interactions in a Digital Age 15:23The Loneliness Epidemic and Its Impact on Society 20:09Generational Perspectives on Technology and Communication 23:56Skills That Matter: Interviewing for the Right Traits 24:42The Importance of Service Aptitude in Customer Service 29:11Hiring vs. Training: What Matters More? 34:03Cultural Influences on Customer Interaction     Related blogs The Most Effective Way to Train Gen Z on Customer Service : https://thedijuliusgroup.com/051425-training-genz/ The Great Gen Z Gaze: https://thedijuliusgroup.com/071625-great-gen-z-gaze/ Can Introverts Provide Excellent Service?:  https://thedijuliusgroup.com/040225-can-introverts-provide-customer-service/ The Relationship Disadvantaged Epidemic:  https://thedijuliusgroup.com/031925-relationship-disadvantaged-genz/   Links Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.