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

Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers are looking for superior products and services w...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts. Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and die. This leaves the management team frustrated and cynical and the employees skeptical about wha...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with the legend of corporate culture, Chuck Runyon. Chuck is the CEO and co-founder of Self Esteem Brands, LLC, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U. Chuck has created one of the most amazing internal work cultures for his employees and franch...

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I'll Be Back: How to Get Customers to Come Back Again and Again .  You will learn: How to design and create an experience that gets customers to return again and again. The difference between repeat customers and loyal customers.   The one trackable trend that leaders mu...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best way to capitalize on revenge spending. The last 18 months have built up a lot of demand and consumer savings are near record highs. However, customers are now pickier than ever about which companies they do business with. Learn how you can position your business to handle what could be an economic boom for some. You wi...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service.  You will learn: If your employees are not providing the same level of customer experience every single time, then you're going to get an employee roulette. Call your company and ask...

Senior Customer Experience Consultant for The DiJulius Group Dave Murray talks with international keynote speaker and customer experience coach Dan Gingiss about some great insights from his upcoming book, The Experience Maker , as well as about how to create an experience that people want to share.  You will learn: How to be WISE in your customer experience and WISER than the competition What it...

In this week's episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, sits down with Jack Mackey who's listed in the Who's Who of Customer Experience and is a founding member of the Customer Experience Professionals Association. Understand how to create remarkable new experiences by solving not selling and make it easy for your customers to buy from you by engaging hum...

Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience.  You will learn: The difference between the customers we attract versus the customers we pursue The true importance of setting expectations  What the primary differe...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer's experience.  You will learn: Why measuring your customer's experience is critical to improving the customer service your organization delivers. What the be...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, or "Murray," Senior Customer Experience Consultant for The DiJulius Group, abou t the Commandment X of The DiJulius Group's Methodology , World-Class Leadership.  You will learn: How to create a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the service...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy about the power of establishing consistency throughout every customer touchpoint and creating systems and processes that remove variation and provide a consistent customer experience. You will learn: How to...

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance's genuine love for people and enriching their lives is contagious and inspiring. Vance is...

On this week's podcast, Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy continues the second part of interviewing John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in The Digital Age . This is part 2 of 2 episodes.  You will learn: How to dominate the relationship economy The 5...

On this week's podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age . This is part 1 of 2 episodes. You will learn: Today's illiterate are those who have an inability to make a meaning...

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only leadership to employees but employees to emp...

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Murray talk about how to build a Zero Risk Organization.  You will learn: What it means for an organization to be Zero Risk How easy are you to do business with? How to determine the most common places your company drops the ball How to create...

In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Dave talk about how the best customer service companies in the world all have a customer experience action statement (formally known as the customer service vision statement). It is a clear call to action of what each and every...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver because they are brilliant at the basics. They also discuss how you can create...

Chief Revolution Officer John DiJulius of the DiJulius Group answers this question: Why do companies like Apple, American Express, Tesla, Chick-fil-A, Starbucks, Amazon, Southwest, and Zappos always outperform the rest of their industry regardless of the economy? It is the service, stupid! Today, discover how one company increased revenue to over $2 million a month by improving customer experience...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have.  You will learn: What the actual definition of Customer Service Revolution is What makin...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how one of the best ways to increase your employees' service aptitude and empathy for their customers is by creating a day in the life of your customer story and customer avatars....

Johnny Jennings, Chief of Police at Charlotte-Mecklenburg Police Department, Charlotte, has a vision for what type of police department he wants to build, some may call it an unrealistic vision. Jennings wants Charlotte to be known as the Chick-fil-A of police departments. And he is not just talking about it. He is committed to making this vision a reality in one of the largest cities in America....

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Ken Falke, a former member of the U.S. Navy, serial entrepreneur, and author. Today, Ken's passion is taking care of his fellow combat veterans and their family members. He is the chairman and founder of Boulder Crest, an organization that focuses on the teachings of posttraumatic growth. Ken spends the majority of his time ed...

Chief Revolution Officer John DiJulius of the DiJulius Group brings back Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes-uncomfortable message on leadership to thousands of entrepreneurs. Arnie is an expert practitioner, and now speaker and consultant in cr...