Customer Service Revolution

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the most important thing anyone can collect and how it will appreciate faster than anything else. Life is all about relationships and the rest is just details. You will learn: Why you need to be extremely choosy when collecting relationships How our accomplishments are the result of hundreds of contributions throughout our lives Who the leading cast members and supporting characters in our lives are Why there's no such thing as a self-made man 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 undeveloped potential cheats those around us and those we touch, influence, and impact. It also deprives us of joy, satisfaction, and opportunities. Living life to our fullest potential is not an opportunity; it is a responsibility. We have an obligation to be the best version of ourselves that we can possibly be every day. This isn't just about us and how our life will benefit. It's also for all the people depending on us: our spouse, children, friends, employees, coworkers, customers, and community. You will learn: How each of us can impact thousands of people's lives through providing genuine care for others Why you can't just deliver world-class service at work but in all areas of your life How to create your own personal purpose statement, a vision of what you want to accomplish in your lifetime Why our greatest fear should be that we will not realize our fullest potential before we die A great exercise you can do when asking yourself if you are reaching your fullest potential in all areas of your life 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 the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees. You will learn: One of John's favorite stories of going above and beyond How an above and beyond mentality requires a cultural shift in the way you and your employees think How creating an above and beyond culture in your company will motivate your employees to be on mission to constantly exceed your customers' expectations The 5 steps in creating an above and beyond company culture Why we need to document above and beyond stories and why they need to be stored in one central place Why you should create an award for the "Above and Beyond Story of the Year" that's voted on by all employees How sharing the top 10 all-time above and beyond stories with your new employees can be powerful 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 how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched the presentation online doesn't mean they retained everything that was taught. There must be a certification component. It is important to test each employee to make sure they learned and retained the information that was taught or launched. There are many ways you can do this. One of John's favorites is gamifying it: making it a competition between teams, departments, or locations. This makes it a fun and incredible team-building activity. Best of all, your employees retain the information. You will learn: Examples of customer experience strategies that you can launch and test on, including the Nevers and Always, the non-negotiable standards, and the company's core values. The Customer Experience Training Olympics is a way to gamify your certification process. Teams and departments go head to head to see who scores the most or finishes with getting the most correct answers. The more hype leading up to the competition, the more exciting it will be. It also gets employees to prepare and study more because they do not want to be the one who lets their team, department, or location down. With over 100 locations throughout Tennessee, Advanced Financial is one of the best customer certification programs. Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast CX Olympics Advance Financial's Wheel of Fortune, Jeopardy, Word Search, Crossword Puzzle, and Memory Match Episode 059: 6 Steps In Launching A Successful Customer Service Initiative That Lasts 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 the top 4 reasons why the majority of businesses from the medical, financial, and legal industries are so archaic in the client experience they deliver. You will learn: Why doctors, lawyers, and accountants don't have time to focus on strong business practices, building a strong corporate culture, or creating a world-class client or patient experience How technical brilliance has become a commodity Why there's a need for non-technical senior leaders to help run these industries Why these industries need to train not only in technical skills but also in non-technical and soft skills to increase their service aptitude Resources mentioned: The Customer Service Revolution Podcast Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH 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 what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers are looking for superior products and services wrapped in a compelling experience that makes them feel better about themselves. Those brands are a status symbol of a lifestyle. They offer customers emotional affirmation and an affordable luxury that says, "if I buy this, I will be hipper, more attractive, more intelligent, and more popular." You will learn: Many times when a customer complains about the price it isn't because they were not willing to pay for it; it is because the experience didn't warrant it. Why discounting your prices is just a race to the bottom. Why it's a major mistake to allow cheap imitators to appear as your competition by reducing your prices. How to deliver an experience epiphany for your clients. Resources mentioned: The Customer Service Revolution Podcast Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH 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 the 6 steps in launching a successful customer service initiative that lasts. Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and die. This leaves the management team frustrated and cynical and the employees skeptical about what the next program of the year, the flavor of the month, or management by the best seller will be. The following list is how The DiJulius Group ensures our consulting clients are seeing tangible results twelve months, three years, even five years later. You will learn: The steering committee in charge of creating the initiative must have both leadership and representation from every department and the customer-facing employees The disconnect between the group that gives birth to the project and the rest of the organization Why it's important to have a launch that gets everyone involved and what your story tool should look like Test each employee to make sure they learned and retained the information that was taught during the launch Implementation is a rollout calendar of phases The calendar needs to be tied with training and support materials The ones hitting the goal need to be celebrated loudly while the ones who are underperforming need to be coached There is no ribbon-cutting ceremony for a world-class customer service organization Keep branding and advertising your customer service culture back to all your employees Resources mentioned: The Customer Service Revolution Podcast Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH 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 the legend of corporate culture, Chuck Runyon. Chuck is the CEO and co-founder of Self Esteem Brands, LLC, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U. Chuck has created one of the most amazing internal work cultures for his employees and franchisees. More than 5,000 employees and customers (members) have Anytime Fitness tattoos! You will learn: The purpose and vision of Self Esteem Brands Why employee culture should be your obsession What the 4 P's are and how they drive everything SEB does How they navigated the pandemic which crushed the fitness industry How a World Class experience starts at Headquarters How SEB is dealing with the great resignation era and the gig economy Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Chuck's book: Love Work: Inspire a high-performing work culture at the center of people, purpose, profits, and play https://smile.amazon.com/Love-Work-Chuck-Runyon-ebook/dp/B074MV6KC3/ref=sr_1_1?dchild=1&keywords=chuck+runyon&qid=1631279377&sr=8-1 Self Esteem Brands: https://www.sebrands.com/ 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 Shep Hyken, customer service expert, about his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. You will learn: How to design and create an experience that gets customers to return again and again. The difference between repeat customers and loyal customers. The one trackable trend that leaders must monitor every morning. Why most "loyalty programs" fail to create customer loyalty. How delivering an amazing customer service experience is within reach of every employee of your organization. How to personalize the customer experience. Loyalty killers that can terminate your relationship with your customers Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ I'll Be Back: How to Get Customers to Come Back Again and Again Connect with Shep Hyken 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 the best way to capitalize on revenge spending. The last 18 months have built up a lot of demand and consumer savings are near record highs. However, customers are now pickier than ever about which companies they do business with. Learn how you can position your business to handle what could be an economic boom for some. You will learn: Revenge spending is a key reason to expect economic growth in the foreseeable future Why customers are now pickier than ever about which companies they do business with Why brands that consistently deliver superior customer experience and a high level of employee engagement will reap the rewards 75% of customers don't accept advertisements as truth yet 90% of customers believe brand recommendations from friends New customer acquisition is extremely expensive compared to retaining current customers The most successful companies in the world are not characterized by the best products in the world but by how they redefine our expectations Why building a true, sustainable relationship is the biggest competitive advantage in the world The most memorable customer experiences are the ones where an emotional connection was made and both the customer and employee felt something Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH 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