026: Recapping Week 3 of The Customer Service Revolution Conference

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 3 of The Customer Service Revolution Conference, featuring Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius.

You will learn:

• How to address the relationship deficit
• How to avoid empathy fatigue
• Find the conversation gifts
• You can't persuade, entertain, or educate without feeling a connection
• Boring Loses Business - Be Unforgettable
• Virtual is different
• 3 Secrets to running more engaging online meetings
• • Virtual dulls connections –
  • • Master the tools to make it personal again
    • Focus on your friends behind the lens
    • Backgrounds can be distracting, poor lighting, your audio,
  • Flow matters – Avoid not keeping your audience engaged
  • • Change the pace element every 3-4 minutes (ex. tell a story, ask a question, teach)
    • The most important part of a meeting is the thought process of a listener's mind
  • Use effective pace elements:
  • • Well-told stories
    • Elicit emotion
    • 63% of listeners remember stories vs 5% remember statistics
    • Open with a relatable character, then go into the solution and finish with the outcome
    • Short meaningful clips
    • Ask your attendees to participate, answer, type in, and raise their hands Call your attendees out by name and use polls and breakout rooms
• Your customer is whoever benefits or suffers from the work you do
• Customer Experience Cycle (CEC) = Consistency
• Invisible Service Providers are your back-of-the-house employees who do not come in contact with external customers. They are critical to the overall customer experience.
• We are all one idea away from changing the trajectory of our lives & business
• The 3 C's of customer service:
• • Compliment
  • Congratulate
  • Console
• Build deep meaningful authentic relationships
• Your customers start rooting for you, they want to give you referrals
• Evening routines – 5- 10 minutes mapping out the next day
• Take an inventory of business, friends, associates, who cares, and who's showing love
• This is the time to be remembered as a great human
• Why are chips bad for the dog, but okay for our children to eat?
• 80% of Americans have at least 1 chronic illness 50% have 2+
• It comes down to our lifestyle. The big 4 of our lifestyle choices:
• • Food you eat
  • Exercise you do
  • How you manage your stress
  • How much sleep you get
• Presenteeism = physically at work but unable to perform your duties. It also applies to our family, spouse, and life
• The Customer Experience Executive Academy Class of 2021 and the CX Coaching brand

Resources mentioned:

https://customerservicerevolution.com/

http://cxcoaching.com/

https://thedijuliusgroup.com/project/cx-executive-academy/

https://thedijuliusgroup.com/project/cx-executive-academy-online/

www.thedijuliusgroup.com

025: Recapping Week2 of The Customer Service Revolution Conference

https://thedijuliusgroup.com/csr025

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