233: Your CX Questions Answered

In this espisoder, our listeners ask John anything!

Summary

Your chance to ask John anything! In this episode of the Customer Service Revolution podcast, Denise Thompson asks John R. DiJulius III questions submitted by our listeners. They discuss various aspects of improving customer service and employee engagement. They address the challenges of busy schedules, the importance of empathy, recognition, and training, and the role of middle management in driving customer experience. The conversation emphasizes the need for a human touch in customer interactions, even in an age of automation, and highlights the significance of creating a customer experience action statement as a guiding principle for organizations.

Takeaways:

• Start with a customer experience action statement as a guiding principle.
• Employees may not care as much as entrepreneurs, but they can be engaged.
• Earned growth is a better KPI than traditional metrics like NPS.
• Empathy fatigue is real; leaders must help employees manage it.
• Recognition and appreciation are crucial for employee motivation.
• Training should allow for personal expression while maintaining professionalism.
• Middle management plays a key role in driving customer experience initiatives.
• Human interaction is essential, even in an increasingly automated world.
• Hiring for empathy and people skills is critical for customer service roles.
• The first commandment of customer experience is igniting the revolution.

Chapters:

00:00Igniting the Customer Experience Revolution 11:58Balancing Budgets and Customer Experience Investment 15:06Re-energizing Employees Around the Mission 17:37The Role of Middle Management in Customer Experience 24:56Training for Consistency Without Scripts 27:31Future-Proofing Customer Experience 38:22Conclusion and Key Takeaways

Links:

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/

Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com

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