Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders

Every one of us has three groups of people in our lives and businesses. We have the believers,  the fence-sitters, and the critics and cynics. The percentages of each group may be different for each of us but we all deal with these three groups. The question is, what do we do about that third group? How do we deal with the critics and cynics in our organizations? Chief Revolution Officer John DiJu...

Have you ever lost a customer and blamed it on your prices? Maybe you assumed that the reason the customer left was that your prices were too high. So, what did you do? You lowered your prices. In this episode, ​​Chief Revolution Officer John DiJulius of The DiJulius Group explains why this is a bad idea. He asserts that ​​when customers complain about your prices, it's more than likely not becaus...

During the COVID-19 pandemic, many restaurants faced challenges beyond their control. Roughly 80,000 restaurants have temporarily or permanently closed since the start of the pandemic, according to estimates from the National Restaurant Association, down from 110,000 at the peak of the pandemic.  Edley's Restaurant Group is no exception. They are a restaurant company in the metro-Nashville, Tennes...

Chief Revolution Officer John DiJulius of The DiJulius Group discusses what has a better ROI: Advertising or CX Training? Learn: The companies that don't invest in CX have leaders who don't understand the financial impact it can have Sales is a lagging indicator of the level of CX your company is providing 75% "don't accept advertisements as truth" 90% "believe brand recommendations from friends"...

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can reduce customer rage. You Will Learn: Customer anxiety is at an all-time high How to be aware of empathy fatigue To make employees aware that customers may overreact How to train employees to defuse How to train employees to avoid customer rage To manage customer's expectations by being totally transparent  Re...

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Frank Favaro, one of the top Customer Experience Coaches. They discuss how after having successful careers in multiple industries by focusing on building strong relationships, Frank started his own coaching business helping others do the same.  You will learn: How Frank brought customer experience and relationship building int...

The DiJulius Group's Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies need to improve communication to retain top talent in an employee market. You will learn: How the most challenging issue all companies face can be summarized in one word: communication.  By improving communication within departments, locations, and other tea...

Most books that teach how to build and grow a company are organized around the functional areas of business, such as people, finance, operations, and marketing. Those factors are important – no question. But what is missing is an overarching methodology that systematically drives execution on the activities that will lead to BIG growth and success in your business. At CEO Coaching International, t...

The DiJulius Group's Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies can turn upset customers into brand evangelists. You will learn: How to anticipate your service defects and put protocols in place to make them right How to be prepared and equipped to respond to predictable customer challenges: shipping delays, long hold ti...

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dr. David Moffet, and his wife, Jayne Bandy, about how they have built the Ultimate Patient Experience. Dr. Moffet is a bestselling author, entrepreneur, and today he and Jayne are Customer Experience Coaches who help transform the experience businesses deliver.  You will learn: Dr. Dave's obsession with ongoing learning to be...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Matthew Dixon, the best-selling author of The Challenger Sale: Taking Control of the Customer Conversation (Portfolio/Penguin 2011), which was a #1 Amazon and Wall Street Journal bestseller that has sold nearly a million copies worldwide and has been translated into a dozen languages. You will learn: What a Challenger Sale is...

The DiJulius Group's Senior Customer Experience Consultant, Dave Murray, shares why companies need to train their leaders how to lead. You will learn: In today's workplace, new leaders are promoted because they have done their jobs well, not because someone identified them as an emerging leader of others.   Many organizations make assumptions that by making their way up the corporate ladder, the n...

The DiJulius Group's Senior Customer Experience Consultant, Dave Murray shares how companies can deliver a consistent, great customer experience.  You will learn: How to stand out in a crowded marketplace How to ensure that you can maintain great service levels, even during rapid growth How to deliver a consistent experience between departments, locations, shifts, etc. How to create your own Custo...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred's newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers . You will learn: How NPS has been adopted by two-thirds of the Fortune 1000 companies Why NPS is broken and why he needed...

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can build a culture that employees will love. Learn: The DiJulius Group's leadership mission How to prioritize employees' mental health How to drive employee engagement Why you should build a culture moat And how the great resignation is a great opportunity Resources mentioned: www.thedijuliusgroup.com The Custome...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Stephen Kearley, the President of Benson Kearley IFG (BKIFG), a financial service company based in Ontario, Canada. Kearley has built BKIFG into an incredibly successful firm known for being a world-class customer service organization.  You will learn: How Kearley's lifelong obsession for learning has allowed his firm to grow...

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can solve the WFH quandary.  Learn: The negative side effects of employees working from home Studies show WFH as a top priority for employees looking for a new job or choosing to stay in their job How to solve the WFH quandary How to create virtual energy in your weekly department meetings Why leaders need to lear...

Chief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis.  Learn: Why CX Strong should be your company's highest priority right now Why overall customer satisfaction is at a 15-year low What are the two biggest mistakes companies are making right now? How performance is contagiou...

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Ken Falke about his newest book Lead Well: 10 Steps to Successful and Sustainable Leadership. As a former member of the U.S. Navy, a serial entrepreneur, and the current chairman and founder of Boulder Crest Foundation, Ken has learned the key disciplines that make a great leader. Learn the Lead Well 10: #1: Lead Yourself Firs...

Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, presents a webinar to help you determine if it is time for a CXO (Chief Experience Officer). You will learn: When it is time to hire/promote a CXO  Where CXOs come from How to prepare and train a CXO How to hire/promote the right CXO What a CXO should be responsible for Resour...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the most important thing anyone can collect and how it will appreciate faster than anything else. Life is all about relationships and the rest is just details.  You will learn: Why you need to be extremely choosy when collecting relationships How our accomplishments are the result of hundreds of contributions throughout our liv...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses why undeveloped potential cheats those around us and those we touch, influence, and impact. It also deprives us of joy, satisfaction, and opportunities. Living life to our fullest potential is not an opportunity; it is a responsibility. We have an obligation to be the best version of ourselves that we can possibly be every day....

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees.  You will learn: One of John's favorite stories of going above and beyond How an above...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched the presentation online doesn't mean...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the top 4 reasons why the majority of businesses from the medical, financial, and legal industries are so archaic in the client experience they deliver. You will learn: Why doctors, lawyers, and accountants don't have time to focus on strong business practices, building a strong corporate culture, or creating a world-class clie...