In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect customer experience often face dire consequences. John emphasizes the need for a Return on Experience (ROX) dashboard to track customer satisfaction and complaints. They also explore common mistakes CEOs make, such as failing to prioritize customer and employee experience training. The conversation highlights the significance of hiring for service aptitude and creating a customer-centric culture through effective training and onboarding. John stresses the importance of executive sponsorship in driving customer experience initiatives and shares insights on how to implement change within organizations.

takeaways

Customer service is crucial, especially in a weak economy.
Sales figures can be misleading indicators of customer satisfaction.
Creating a ROX dashboard can help track customer experience metrics.
CEOs often neglect the importance of customer experience training.
Service aptitude is essential for employees in customer-facing roles.
Training should focus on empathy and understanding customer needs.
Executive sponsorship is vital for successful customer experience initiatives.
Hiring for service aptitude can improve customer interactions.
Implementing a customer experience action statement is a key step in enhancing service.

00:00 Celebrating 200 Episodes 02:15 Customer Service in a Weak Economy 08:08 Indicators of Failing Customer Service 15:29 Training for Service Aptitude 22:29 Hiring for Customer Experience 29:15 Creating a Customer Experience Action Statement

Links:

ROX Dashboard Blog

Return on Experience Dashboard Download

Relationship Disadvantaged Blog

Customer Experience Executive Academy

Employee Experience Executive Academy

Interview Questions

The DiJulius Group Methdology

Livestream Workshops

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7-13-19