Customer Service Revolution

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service. You will learn: If your employees are not providing the same level of customer experience every single time, then you're going to get an employee roulette. Call your company and ask whoever answers the phone if they can tell you what the weather is. How Zappos and John Robert's Spa employees responded to the weather report challenge. Why a lack of customer service aptitude is not the fault of your employees but of the culture or lack of customer service training. Your employees' reform is based on the service aptitude of every single employee. Having such a strong customer service culture that no request is outside of your employees' job descriptions Resources mentioned: www.thedijuliusgroup.com Zappos call: https://www.youtube.com/watch?v=qnAQYeUUj_E John Robert's Spa call: https://www.youtube.com/watch?v=LxCo6aPUd_U The Customer Service Revolution Podcast: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH: https://customerservicerevolution.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

Senior Customer Experience Consultant for The DiJulius Group Dave Murray talks with international keynote speaker and customer experience coach Dan Gingiss about some great insights from his upcoming book, The Experience Maker, as well as about how to create an experience that people want to share. You will learn: How to be WISE in your customer experience and WISER than the competition What it looks like to be witty and clever in your customer experience Why extraordinary means focusing on being just a little bit better than ordinary Why being shareable requires subtlety How we can get our teams to focus on being extraordinary Why customers feeling like you're there for them is the real difference-maker Resources mentioned: Book: The Experience Maker www.thedijuliusgroup.com https://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

In this week's episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, sits down with Jack Mackey who's listed in the Who's Who of Customer Experience and is a founding member of the Customer Experience Professionals Association. Understand how to create remarkable new experiences by solving not selling and make it easy for your customers to buy from you by engaging human-to-human and teaching through stories. In today's episode, you will learn: What is the actual science behind service as defined by the Harvard Business Review and how can organizations use this knowledge? What the difference between Customer Service and Customer Experience is and why it's important The links between sales, service, and building loyalty and how all three of these can be working together for you The 3 very important questions every business needs to be asking itself Why the traditional loyalty programs we know of as consumers don't actually build loyalty Resources mentioned: www.thedijuliusgroup.com https://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

Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience. You will learn: The difference between the customers we attract versus the customers we pursue The true importance of setting expectations What the primary differentiator for your business is What reverse mentors are and why they're important What can happen in sales when great things happen in service Why companies don't focus on experience Resources mentioned: Scott's books: https://www.amazon.com/Scott-McKain/e/B001IU0N1W/ref=dp_byline_cont_pop_book_1 www.thedijuliusgroup.com https://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

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer's experience. You will learn: Why measuring your customer's experience is critical to improving the customer service your organization delivers. What the best types of measurement tools to get the highest response rate and most accurate information are. Which KPIs (Key Performance Indicators) are the ones you should be tracking. How to create a ROX (Return on Xperience) dashboard to hold everyone in your organization accountable. Resources mentioned: www.thedijuliusgroup.com https://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

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, or "Murray," Senior Customer Experience Consultant for The DiJulius Group, about the Commandment X of The DiJulius Group's Methodology, World-Class Leadership. You will learn: How to create a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the service vision of the organization. Walking the talk. Every world-class customer service organization is world-class to work for. It takes world-class leadership to provide passion, inspiration, and discipline to all employees. Resources mentioned: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH: https://customerservicerevolution.com/ www.thedijuliusgroup.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 Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy about the power of establishing consistency throughout every customer touchpoint and creating systems and processes that remove variation and provide a consistent customer experience. You will learn: How to transform even your mundane interactions into memorable experiences How to identify the inconsistencies in your business and others How to create your non-negotiable service standards to become the brand your customers can't live without Resources mentioned: Customer Experience Cycle: Business to Business (B2B) Consulting Example Customer Experience Cycle: Draft Template Customer Experience Cycle: Business to Consumer (B2C) Automotive Example www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH https://customerservicerevolution.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 interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance's genuine love for people and enriching their lives is contagious and inspiring. Vance is one of the most amazing human beings you will ever meet. You will learn: Why the medical industry is so far behind in delivering a world-class patient experience How Vance Thompson Vision attracts and hires only employees with high service DNA How they train their employees to deliver an exceptional patient experience The amazing patient experience that separates Vance Thompson Vision from any other business The amazing employee experience that separates Vance Thompson Vision from any other business What Vance's personal mission is in life Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ https://vancethompsonvision.com/ Article: It's No Wonder Why Your Doctor, Lawyer & Accountant Suck at Service Books: The Experience Economy by Jim Gilmore https://www.amazon.com/Experience-Economy-Updated-Joseph-Pine/dp/1422161978 Secret Service by John DiJulius https://www.amazon.com/Secret-Service-Systems-Unforgettable-Customer/dp/0814471714 Raving Fans by Ken Blanchard https://www.amazon.com/Raving-Fans-Revolutionary-Approach-Customer/dp/0006530699 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

On this week's podcast, Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy continues the second part of interviewing John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in The Digital Age. This is part 2 of 2 episodes. You will learn: How to dominate the relationship economy The 5 Keys to training your employees in the art of relationship building Conversation Never & Always Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Relationship Economy Book: https://thedijuliusgroup.com/product/the-relationship-economy/ Link to John's TED Talk Meet as Strangers Leave as Friends: https://www.youtube.com/watch?v=QfWgKZzsuMc FORD template: https://thedijuliusgroup.com/how-to-create-an-emotional-connection-in-a-digital-world-the-most-remarkable-customer-service-story-i-have-ever-heard/ Alpin Haus Customer Service Training on building relationships: https://www.youtube.com/watch?v=T18LCaCDvwQ The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ 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

On this week's podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. You will learn: Today's illiterate are those who have an inability to make a meaningful connection with others. Technology is not the enemy; using it to eliminate the human experience is How we are all living in the touch screen age Why we have generations that are relationship disadvantaged How all generations have fewer people skills than the previous What the Relationship Economy is Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Link to The Relationship Economy Book: https://thedijuliusgroup.com/product/the-relationship-economy/ Link to The Professional Relationship Report Card: https://thedijuliusgroup.com/how-healthy-are-your-professional-relationships/ Link to PWC report on Experience is Everything: https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf The Customer Service Revolution book that has dozens of Never & Always examples created by our clients: https://thedijuliusgroup.com/product/the-customer-service-revolution/ 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