Customer Service Revolution

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. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only leadership to employees but employees to employees and department to department as well. You will learn: Interdepartmental teamwork: compassion & empathy Clarify handoffs between departments Understand how your work impacts others Understand your internal customer Improve communication Day in the life of colleagues Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ 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

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Murray talk about how to build a Zero Risk Organization. You will learn: What it means for an organization to be Zero Risk How easy are you to do business with? How to determine the most common places your company drops the ball How to create systems and processes to prevent those from happening How to build in-service recovery processes for your employees to handle when they do happen How you can turn a customer who had something bad happen to them into a customer for life. How being Zero Risk dramatically increases employee morale Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ 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

In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Dave talk about how the best customer service companies in the world all have a customer experience action statement (formally known as the customer service vision statement). It is a clear call to action of what each and every employee should intentionally achieve every time they interact with a Customer. You will learn: Why we changed the name from a customer service vision statement to a customer experience action statement How a customer experience action statement is different from a company's vision, purpose, and core values The impact it has on a company's customer service culture What the three pillars of a customer experience action statement are How to create a customer experience action statement and pillars How this helps you create a credo card that serves as your employees' customer experience handbook Resources mentioned: www.thedijuliusgroup.com 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 Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver because they are brilliant at the basics. They also discuss how you can create a simple customer bill of rights that includes the things everyone in your organization should always do or never do when representing your brand. You will learn: What is the Customer Bill of Rights? How the best customer service companies are brilliant at the basics. Guidelines in creating the Never & Always list. The best Never & Always are going to be the ones you create with your team in a workshop-style format. Examples of Never & Always that you can apply to your organization. Never point, always show them. Never say no, always focus on what you can do. Never say, "I don't know," always say, "Let me find out." Never accept fine or okay, always have excellence as the standard. The two words that are going to boost your business by 12% and increase your perceived value. Examples of Never & Always that are virtual or email-specific. What's common sense to us may not be common sense to our new customer-facing employees. You need to explain to your employees the context around your Never & Always list. The Customer Bill of Rights is the low-hanging fruit that every organization has the opportunity to implement and create. Ways to be creative in developing your own list. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Related article: https://thedijuliusgroup.com/you-want-customer-loyalty-be-brilliant-at-the-basics/ 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

Chief Revolution Officer John DiJulius of the DiJulius Group answers this question: Why do companies like Apple, American Express, Tesla, Chick-fil-A, Starbucks, Amazon, Southwest, and Zappos always outperform the rest of their industry regardless of the economy? It is the service, stupid! Today, discover how one company increased revenue to over $2 million a month by improving customer experience. What you will learn: How a small number of companies have now redefined what customers expect from brands. Most products and services today are of similar quality. The differentiator of products and their functionalities no longer plays a role in the customer's purchase decision. In a time of uncertainty, there are only 3 certainties in life: Death, Taxes, and Customer Experience. Most CEOs fast-talk a commitment to customer experience but slow-walk execution. Research has shown that in past recessions, companies that invest in and deliver superior customer experience during a downturn emerge, producing shareholder returns three times larger than average. A study analyzes the stock market performance of the top-rated companies in customer experience versus the bottom-rated during the period of the last U.S. recession from 2007 to 2009. The worst CX companies had a negative 57% ROI; many of them didn't survive. The stock market struggled at a negative 16%. The best CX companies posted a positive 6%. In order to know what victory looks like, you must have an ROX (Return on eXperience) dashboard. The ROX dashboard should have 3-4 Key Performance Indicators directly tied to the level of customer experience delivered from every customer-facing employee and department. How a mortgage company increased revenue to over 2 million dollars a month by improving their customer experience. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Research: https://www.mckinsey.com/business-functions/marketing-and-sales/solutions/periscope/our-insights/surveys/~/media/D182880656F64FCE87D38093867CBEE6.ashx https://watermarkconsult.net/blog/2019/01/14/customer-experience-roi-study/ 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, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have. You will learn: What the actual definition of Customer Service Revolution is What making price irrelevant means Which is more important to building a world-class customer service organization: hiring or training? How service aptitude is the most important ingredient to what separates world-class customer service organizations from every other business The 3 things that determine anyone's service aptitude How most businesses have negative cues and don't realize it Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast The CX Event of 2021 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. John and Jess talk about how one of the best ways to increase your employees' service aptitude and empathy for their customers is by creating a day in the life of your customer story and customer avatars. You will learn: There is a more dangerous pandemic happening with no vaccine What a year of social isolation has done to us: it has hardened us and made us less engaging Social media is the tobacco company of today As a result of the loneliness pandemic, the Prime Minister of the UK appointed the world's first minister for loneliness You can now Rent a Friend & Rent a Family The best brands address our emotional and social needs Why it is so important to create days in the lives of your customer stories How it builds empathy for your customer-facing employees How it increases their service aptitude It makes your employees more present with each and every interaction rather than treating customers as "next" How to create a day in the life of a customer video The importance of creating customer avatars How to create customer avatars Resources mentioned: www.thedijuliusgroup.com www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Chick-fil-A's Day in the Life of a Customer video John Robert's Spa Day in the Life of a Customer video The DiJulius Group's Day in the Life of a Customer video PDF worksheet for you to Create Your Own Customer Avatar 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

Johnny Jennings, Chief of Police at Charlotte-Mecklenburg Police Department, Charlotte, has a vision for what type of police department he wants to build, some may call it an unrealistic vision. Jennings wants Charlotte to be known as the Chick-fil-A of police departments. And he is not just talking about it. He is committed to making this vision a reality in one of the largest cities in America. What you will learn: That you can be for Black Lives Matter and have a tremendous amount of respect for what police officers do Why is his vision to deliver world-class hospitality in his police department How do you change the stigma and rewrite the narrative of policing in the U.S.? What a day in the life of a police officer is like How to avoid empathy fatigue What they're doing to accomplish their goal to earn a genuine thank you and leave a positive impression even when they have to enforce the law Resources mentioned: 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.

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Ken Falke, a former member of the U.S. Navy, serial entrepreneur, and author. Today, Ken's passion is taking care of his fellow combat veterans and their family members. He is the chairman and founder of Boulder Crest, an organization that focuses on the teachings of posttraumatic growth. Ken spends the majority of his time educating the public and private sectors on the issues surrounding the long-term care of our returning military personnel and their families from the last 19 years of war. Learn: About Ken's highly successful military career How he leveraged that into building multiple businesses Why he got into helping veterans deal with PTSD Why he wrote Struggle Well: Thriving in the Aftermath of Trauma How in today's world, it is more important than ever to help ourselves and those around us address mental wellness Learn the Mental Wellness Model that can be applied to everyone Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ www.Bouldercrest.org Ken's book: www.StruggleWell.com Gary Sinise Announces partnership with Bouldercrest: https://www.youtube.com/watch?v=BYEqHKdmChY Struggling Well During COVID-19: A Roadmap to Wellness: https://gritdaily.com/struggling-well-during-covid-19-a-roadmap-to-wellness/ Are you passionate about helping others succeed? Contact claudia@thedijuliusgroup.com. Man's Search for Meaning by Viktor Frankl 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 brings back Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes-uncomfortable message on leadership to thousands of entrepreneurs. Arnie is an expert practitioner, and now speaker and consultant in creating world-class customer service cultures. Arnie is the founder and CEO of BetterBookClub where he helps companies, leaders, and individuals build a strong culture that attracts people and rewards those who seek personal growth in organizations. In this episode, you'll learn: If it is worth doing, it is worth doing wrong Give yourself and your employees permission to fail How to find your culture If it is going to be successful, it has to be sustainable, scalable, and personable. If you don't grow the team, you can't grow the business. Upstream communication is as important as downstream communication. If you don't celebrate your milestones, neither will anybody else. The best culture programs aren't led by leadership – they're led by champions Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ www.BetterBookClub.com https://www.worthdoingwrong.com/ Grab a copy of Arnie Malham's book, Worth Doing Wrong: The Quest to Build a Culture that Rocks: https://www.amazon.com/gp/product/B01M9J900Z 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