Customer Service Revolution

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 shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers. The conversation also covers the effective use of slides and the significance of storytelling in making presentations memorable. In this conversation, John DiJulius and Denise Thompson explore the art of storytelling in presentations, emphasizing its importance in engaging audiences. They discuss the elements of effective storytelling, including the roles of villains, victims, and heroes, and how these components can transform a presentation. DiJulius shares insights on overcoming the fear of public speaking and the significance of preparation and practice. The discussion also highlights the value of presentation skills training and how it can lead to significant improvements in one's speaking abilities. Takeaways: The energy and engagement of the audience enhance the presentation. Icebreakers are crucial for capturing audience attention. Structuring a presentation into five key elements improves effectiveness. Customization of presentations is essential for audience relevance. Effective presentations require significant preparation time. Storytelling is a powerful tool for memorable presentations. Visuals should enhance the message, not distract from it. The opening and closing of a presentation are critical for impact. Great speakers often use personal stories to connect with the audience. Audience engagement is key to a successful presentation. Storytelling is essential for effective presentations. Data alone is not enough; stories make the content memorable. Every great story has a villain, victim, and hero. Preparation is key to overcoming public speaking fear. Practice presenting regularly to build confidence. Feedback from peers is crucial for improvement. Engaging presentations require a strong opening and closing. Understanding your audience enhances presentation effectiveness. Transformative training can significantly improve presentation skills. The best speakers often repeat and pause for emphasis. Chapters: 00:00Introduction to the Customer Service Revolution Podcast 01:57The Art of Engaging Presentations 05:01The Importance of Icebreakers 08:09Structuring a Presentation for Impact 10:13Customization in Presentations 13:04Advice for Aspiring Speakers 18:56Effective Use of Slides in Presentations 23:55The Power of Storytelling in Presentations 29:27Crafting Compelling Narratives: Villains, Victims, and Heroes 38:45Overcoming the Fear of Public Speaking 46:17Transformative Presentation Skills Training

Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer service. DiJulius advocates for comprehensive training that balances operational skills with soft skills to enhance service aptitude across all levels of an organization.   Takeaways: Customers are paying for their own experience, not the employees'. Employee mindset directly impacts customer experience. Leaders should not blame younger generations for work ethic issues. Service aptitude is crucial for exceeding customer expectations. Training should focus more on soft skills than just operational processes. Previous life experiences shape service aptitude significantly. Current work experiences are essential for developing service aptitude. Companies must invest in customer experience training. Removing personal interpretations is key to consistent service. Leadership is responsible for cultivating high service aptitude.     Links: 2025 Livestream Workshops, Register now! 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   Schedule a call to learn more about The DiJulius Group Consulting and Training   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.  

Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss the evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today's workforce. John shares insights from his journey in building The DiJulius Group and emphasizes the significance of investing in employee development to foster a strong community and culture. The conversation also touches on the emotional resilience required for entrepreneurship and the challenges faced by younger generations in the workforce.   Takeaways: The DiJulius Group was founded on the principles of customer service. Leadership development is crucial for maintaining a strong team. Empathy is a learned skill that can be taught. Investing in employee development leads to better retention and satisfaction. Community building is essential for a successful business. The challenges of entrepreneurship require emotional resilience. Younger generations face unique challenges in developing people skills. Training and development should extend beyond the first six months of employment. Creating a culture of recognition enhances employee engagement. The future of work will require adaptability and continuous learning.     Chapters:   00:00The Evolution of the DiJulius Group 01:21Systemizing Customer Service 06:03Building a Consistent Customer Experience 09:34Leadership Development in the Salon Industry 15:11Creating Opportunities and Community 17:15Investing in Employee Well-being 22:24Navigating Uncertainty in Entrepreneurship 26:44Developing Emotional Resilience in the Workforce 33:33Empathy and Communication Skills for Gen Z 35:35The Evolution of Leadership and Business Strategy     Links: 2025 Livestream Workshops, Register now! 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 The Soul of a Startup   Schedule a call to learn more about The DiJulius Group Consulting and Training   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.

Summary: In this episode, Denise and John discuss John's journey from being an employee at UPS to becoming a successful entrepreneur in the beauty industry. They explore the challenges faced in starting a salon, the importance of customer service, and how John's experiences led him to become a sought-after speaker and consultant. The conversation highlights the evolution of The DiJulius Group and the lessons learned along the way.   Takeaways: John always had an entrepreneurial spirit. Their salon was created to improve the industry. Customer service was the key differentiator. Hiring inexperienced staff was a bold strategy. Transitioning to speaking was unexpected but rewarding. The importance of mentorship and learning from others. Building a strong company culture is essential. How The DiJulius Group evolved from speaking to consulting. Lessons learned shaped future business strategies.     Chapters:   00:00Welcome and Listener Appreciation 01:49John's Entrepreneurial Spirit and Early Career 05:35The Journey to Opening a Salon 11:09Customer and Employee Experience Focus 15:34Hiring and Training Strategies 21:22Transitioning from Salon Owner to Speaker 29:24The Evolution of the DeJulius Group   Links: 2025 Livestream Workshops, Register now! 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 The Soul of a Startup   Schedule a call to learn more about The DiJulius Group Consulting and Training   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.

This week, John sits down with his managing partner, Denise Thompson, to discuss her evolution at The DiJulius Group, and what advice she has those who work alongside entrepreneurs.

In this episode, we focus on rolling new content out to staff, and our guest is Brenda Larson is the Manager of Learning and Organizational Development for The Community Blood Center. The Community Blood Center is a blood donation center based in Appleton, WI, serving over 40 hospitals and holding over 100 blood drives monthly. With over 200 employees working across multiple locations and shifts, rolling out new content to the entire team was a challenge! Brenda discusses how she created a 90-minute training/overview that she conducted over 39 sessions to ensure all team members learned and understood the new content. She also discusses the pros and cons of holding multiple sessions, with an emphasis on the many pros she realized from this effort. Links: The Customer Service Revolution Podcast https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ The DiJulius Group https://thedijuliusgroup.com/ Leading the Revolution Livestream Workshops https://thedijuliusgroup.com/livestream-2025/ Customer Experience Executive Academy https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy https://thedijuliusgroup.com/project/exea/ Order our best-selling books on the customer & employee experience https://thedijuliusgroup.com/shop/ Register for our 2025 Livestream Workshops! https://thedijuliusgroup.com/livestream-2025/  

How to build your Personal Brand   Chief Revolution Officer, John DiJulius sits down with Rory Vaden, who is the New York Times bestselling author of Take the Stairs. His insights have been featured in the Wall Street Journal, Forbes, CNN, Entrepreneur, Inc, on Fox News national television and in several other major media outlets. As a world-renowned speaker, His Tedx talk has been viewed over 2 million times, he is a 2x World Champion of Public Speaking Finalist and he was recently named as one of the top 100 leadership speakers in the world by Inc Magazine. He is also the Co-Founder of Brand Builders Group where he teaches people to build and monetize a rock solid reputation™.   Learn: ·      What is a personal brand? ·      How a personal brand applies to experts, entrepreneurs, & executives. ·      What the three E’s of content creation are. ·      The best ways to build your credibility in your area of expertise. ·      Is it better to be a generalist or specialist?     Links The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Order our best-selling books on the customer & employee experience Register for our 2025 Livestream Workshops!   Learn more about Rory Vaden & Brand Builders    

This week's guest host is Dave Murray. The DiJulius Group’s Vice President of Consulting and co-author of The Employee Experience Revolution,  Dave is a master at helping companies create real change that sticks.  He excels at communication and easily bridges the gap between your corporate leaders and front-line team members.  His passion for building ideal environments can lead your team -as it has his previous clients- toward attaining award-winning customer satisfaction, best place to work achievements and record-breaking profits. He has over 30 years of experience in customer service.   His background in the sports and entertainment industry gives him an uncommon understanding of marketplace competition and high expectations.  Unflappable and highly respected, Dave Murray is one of today’s leading customer experience strategists. This episode was recorded from a webinar. Learn: Identify and eliminate the biggest risk factors in your service. Negative Cues: Spot and remove cues that create negative perceptions of your brand. Service Defects: Fix the most common places where your company drops the ball. Recovery Systems: Develop recovery processes to handle inevitable service breakdowns, ensuring your customers leave satisfied even when things go wrong. Consistent Complaints Handling: Equip your team with the tools to manage difficult customer interactions smoothly and confidently. Never & Always: Define your non-negotiable service standards. This leads to eliminating service defects, ensuring your customers know what to expect every time, and building trust with consistent delivery.   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   Schedule a call to learn more about The DiJulius Group Consulting and Training   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.