Customer Service Revolution

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Matthew Dixon, the best-selling author of The Challenger Sale: Taking Control of the Customer Conversation (Portfolio/Penguin 2011), which was a #1 Amazon and Wall Street Journal bestseller that has sold nearly a million copies worldwide and has been translated into a dozen languages. You will learn: What a Challenger Sale is and how it has one of the most important advances in selling in many years The 5 types of sales reps The 3 T's of a Challenger You need to be challenging your customer's assumptions and not making them think, "Huh, I never thought about it that way before," Stop leading with what you and your company do and start leading with a compelling story about their business, and teach them something new. Resources mentioned: The Challenger Sale: Taking Control of the Customer Conversation Matthew's newest book, The JOLT Effect: How High Performers Overcome Customer Indecision, will be released by Penguin in September 2022 http://dmcinsight.com/ The Customer Service Revolution Podcast Customer Experience Executive Academy Customer Experience Executive Online Academy If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

The DiJulius Group's Senior Customer Experience Consultant, Dave Murray, shares why companies need to train their leaders how to lead. You will learn: In today's workplace, new leaders are promoted because they have done their jobs well, not because someone identified them as an emerging leader of others. Many organizations make assumptions that by making their way up the corporate ladder, the new leader is equipped to lead others simply based on their past experiences. The unfortunate reality is that very few organizations have training in place on the soft skills it takes to lead effectively – especially in a Customer Experience culture. How to create a Leadership Playbook for your management so that you can ensure any leader within your organization has the training, knowledge, and support to drive engagement, collaboration, and service excellence across their teams Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

The DiJulius Group's Senior Customer Experience Consultant, Dave Murray shares how companies can deliver a consistent, great customer experience. You will learn: How to stand out in a crowded marketplace How to ensure that you can maintain great service levels, even during rapid growth How to deliver a consistent experience between departments, locations, shifts, etc. How to create your own Customer Experience Cycle (CEC) Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred's newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers. You will learn: How NPS has been adopted by two-thirds of the Fortune 1000 companies Why NPS is broken and why he needed to write a new book to address what companies and leaders are doing wrong The most common misperceptions that people/companies have about NPS How we should define what constitutes a great company What "Earned Growth Rate" (EGR) and why do we need it Resources mentioned: www.thedijuliusgroup.com Fred's new book - Winning on Purpose – The Unbeatable Strategy of Loving Customers Connect with Fred on LinkedIn The DiJulius Group The Customer Service Revolution Podcast CXO Academy Customer Experience Executive Online Academy The Customer Service Revolution Conference Become a licensed CX Coach John's books If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can build a culture that employees will love. Learn: The DiJulius Group's leadership mission How to prioritize employees' mental health How to drive employee engagement Why you should build a culture moat And how the great resignation is a great opportunity Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Stephen Kearley, the President of Benson Kearley IFG (BKIFG), a financial service company based in Ontario, Canada. Kearley has built BKIFG into an incredibly successful firm known for being a world-class customer service organization. You will learn: How Kearley's lifelong obsession for learning has allowed his firm to grow far past his original goal What he feels was the best professional decision he has ever made How BKIFG truly sets itself apart from anyone else in its industry What BKIFG's customer service vision statement is How he empowers his leaders to take risks and ownership of the internal and external experience of BKIFG Resources mentioned: www.thedijuliusgroup.com www.bkifg.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Customer Experience Executive Academy Customer Experience Executive Online Academy If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can solve the WFH quandary. Learn: The negative side effects of employees working from home Studies show WFH as a top priority for employees looking for a new job or choosing to stay in their job How to solve the WFH quandary How to create virtual energy in your weekly department meetings Why leaders need to learn how to lead from a distance Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis. Learn: Why CX Strong should be your company's highest priority right now Why overall customer satisfaction is at a 15-year low What are the two biggest mistakes companies are making right now? How performance is contagious Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Ken Falke about his newest book Lead Well: 10 Steps to Successful and Sustainable Leadership. As a former member of the U.S. Navy, a serial entrepreneur, and the current chairman and founder of Boulder Crest Foundation, Ken has learned the key disciplines that make a great leader. Learn the Lead Well 10: #1: Lead Yourself First #2: Set and Clearly Communicate Your Vision #3: Set and Achieve Goals that Align with Your Vision #4: Listen Well #5: Lead with Kindness #6: Hire Quality People #7: Create a Culture of Loyalty and Satisfaction #8: Hold Yourself and Others Accountable #9: Lead with Courage #10: Give Back Resources mentioned: The Customer Service Revolution Podcast Lead Well: 10 Steps to Successful and Sustainable Leadership Customer Experience Executive Academy Customer Experience Executive Online Academy If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, presents a webinar to help you determine if it is time for a CXO (Chief Experience Officer). You will learn: When it is time to hire/promote a CXO Where CXOs come from How to prepare and train a CXO How to hire/promote the right CXO What a CXO should be responsible for Resources mentioned: The Customer Service Revolution Podcast Customer Experience Executive Academy Customer Experience Executive Online Academy Landing page to watch Jess' webinar and receive a copy of her slide deck If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com