Customer Service Revolution

The DiJulius Group's Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan's books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, by a remarkable coincidence, SLAP. Stan recently wrote an incredible white paper called Tough Times: Tougher Teams. What you will learn: Who cares why things suck? What's important is what you do about it It is the job of leadership to bring good answers to bad circumstances. "Whining" is not a strategy. "Victim" is not a job description. "Everyone else is in trouble, too" is not a crutch for management. What 'culture' really means The three critical cultures you need to be examining right now as a leader A leader's emotional commitment is what solves problems that are unsolvable, creates energy when all of the energy has been expended, and ignites emotional commitment in others, including your employee culture. When a culture is allowed to blame external circumstances for internal performance, aggressive and innovative responses depart, and a culture marked by victimization, apathy, and detachment takes its place. You don't want your culture to take work home; you want it to bring your company home. In times of crisis, customers will often have shifted from buying what they want to only buying what they need. Is your experience, what you sell, something they need? Be human first and a manager second. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Slap's website https://slapcompany.com/ Download Stan Slap's white paper Tough Times: Tougher Teams - https://slapcompany.com/t4/#start Contact Stan stan@slapcompany.com https://www.linkedin.com/in/stanslap/ Books by Stan Slap https://slapcompany.com/the-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

The DiJulius Group's Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray talk about the legacy of Tony Hsieh, the man who built Zappos into a customer experience powerhouse. Hsieh pioneered so many revolutionizing customer experiences used in all industries today. What you will learn: How Tony Hsieh, CEO of Zappos, took an unthinkable business model and turned it into a billion-dollar business. How Zappos produced higher sales by focusing less on marketing and advertising and more on customer service and customer experience. How Zappos offers their employees a quitting bonus to filter out the people who are not truly bought into their culture. How Zappos had to offer free shipping and free returns just to get people to give them a try. How Zappos doesn't track conventional call center metrics, like average call time, instead, they measure if their reps made a personal emotional connection during the call. Hear what happened when we called Zappos and asked their call center rep what the weather was in a different part of the country. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Delivering Happiness by Tony Hsieh 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 and best-selling author John DiJulius speaks with Ryan Magnon, Senior Principal Operations Lead at Chick-fil-A Corporate. From quality officer in the Air Force to Vice President of Quality for the luxury hotel brand Capella Hotels & Resorts to Senior Member of the American Society for Quality, Ryan knows service excellence in and out. Talk about an Ivy League education in hospitality, Magnon has worked for two of the biggest hospitality giants, Horst Schulze, co-founder of The Ritz-Carlton, and Truett Cathy, founder of Chick-fil-A. Today, Ryan shares so many incredible insights on what he has learned from both as well as Chick-fil-A's recipe for business excellence. What you will learn: Ryan's journey from working for two hospitality icons, Horst Schulze and Truett Cathy. How Chick-fil-A inspires their leaders and employees to put the customer first The real reason why Chick-fil-A can get amazing results from young frontline employees How the moment you become a leader, you lose the right to make excuses It is not about what Chick-fil-A wants from their people, rather what they want for their people How Chick-fil-A pivoted in the pandemic Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ We are Chick-fil-A video: https://www.youtube.com/watch?v=z5G-u8nT7Zw 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 and best-selling author John DiJulius shares What it takes to be a Revolutionary. In order to be a Revolutionary, you need to: Never say or accept "I gave my best" Understand the Reality Distortion Field Ask yourself 'What belief system needs to be changed in your world'? Understand the mindset of a Revolutionary Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ http://cxcoaching.com/ claudia@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 and best-selling author John DiJulius shares how to be the brand EMPLOYEES can't live without. In order to be the brand EMPLOYEES can't live without, you need to focus on these areas: Make your interview process ungameable. Become the business great employees seek out. Make your brand tattoo worthy. World-class starts at headquarters. Be an energy giver, not an energy taker. Know what the best gift you can give your employees is on a regular basis. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ http://cxcoaching.com/ To find out more about consulting, executive, online training, and other resources we can offer you, email claudia@thedijuliusgroup.com or schedule a call with Claudia by going to tdg.click/claudia 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 and best-selling author John DiJulius shares How to be the Brand Customers Can't Live Without. In order to be the brand customers can't live without, you need to: Focus on Micro-Moments Avoid Empathy Fatigue Address the Relationship Deficit Train your employees on how to make an emotional connection in every interaction Utilize Relationship Hacks Justify a Relationship Tax Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ http://cxcoaching.com/ If you're interested in having John for a keynote or workshop live or virtually, email claudia@thedijuliusgroup.com for more information. Your Hidden Superpower: The Kindness That Makes You Unbeatable at Work and Connects You with Anyone by Adrienne Bankert https://www.amazon.com/Your-Hidden-Superpower-Kindness-Unbeatable/dp/1400218144 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 our 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 and best-selling author John DiJulius shares what your organization needs to do to Reimagine your business model to help make 2021 your best year ever! You will learn: Understand the irreversible impact of COVID-19 What are the best ways to Reimagine your business model? How COVID is not changing the future, it is accelerating it. The COVID business mortality rate will be significant for the companies that don't make the adjustment. What the #1 cause of anxiety is How to help your employees focus on the right mindset during this pandemic The #1 attitude hack The 3 certainties in life The 4 key performance indicators directly tied to the level of customer experience Meet your customers where they are going What vuja de is Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/project/cx-executive-academy-online/ 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. *** 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 and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers who presented during week 5 of The Customer Service Revolution Conference, featuring Ken Blanchard, Adrienne Bankert, J.R. Heckman, Dave Murray, and John DiJulius. You will learn: How it all starts with having a vision of what could be How to create a reality distortion field What it takes to be a revolutionary The two primary elements an effective leader must focus on The four areas leaders must engage in What is servant leadership? How to make it stick Co-creation is critical. The benefits of beta testing The power of kindness Reimagine what kindness really means Be the kind bulldog! How to use your resources for the benefit of others Your kind self is your best self. Be the change you want to see, when the world needs something new, let it come from you. Resources mentioned: https://customerservicerevolution.com/ http://cxcoaching.com/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/project/cx-executive-academy-online/ www.thedijuliusgroup.com *** 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 and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 4 of The Customer Service Revolution Conference, featuring David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius. You will learn: Why should you make your interview process un-gameable? Stop trying to find great employees and focus on becoming the business great employees seek out. What is the most critical skill any leader needs to master and execute to help others obtain their highest potential? Why a lack of trust is your biggest expense. The opportunity to build trust the fastest is in crisis and recovery. What's the #1 reason employees want from an organization? The 5 top reasons for turnover. How The Employee Experience Model (TEEM) can ensure employee engagement? How valuable are departmental huddles? What's the difference between chosen and unchosen suffering? What is the difference between character and reputation? If you want to have a real impact, you have to have a terrifying degree of clarity. It doesn't matter who you are today. It only matters who you want to become and the price you want to pay to get there. Failure is the most information-rich data stream you will ever encounter. Passion is the energy that needs to fail over and over again without losing your enthusiasm. Resources mentioned: https://customerservicerevolution.com/ http://cxcoaching.com/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/project/cx-executive-academy-online/ www.thedijuliusgroup.com 026: Recapping Week 3 of The Customer Service Revolution Conference https://thedijuliusgroup.com/csr026 025: Recapping Week2 of The Customer Service Revolution Conference https://thedijuliusgroup.com/csr025 *** 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 and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 3 of The Customer Service Revolution Conference, featuring Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius. You will learn: How to address the relationship deficit How to avoid empathy fatigue Find the conversation gifts You can't persuade, entertain, or educate without feeling a connection Boring Loses Business - Be Unforgettable Virtual is different 3 Secrets to running more engaging online meetings Virtual dulls connections – Master the tools to make it personal again Focus on your friends behind the lens Backgrounds can be distracting, poor lighting, your audio, Flow matters – Avoid not keeping your audience engaged Change the pace element every 3-4 minutes (ex. tell a story, ask a question, teach) The most important part of a meeting is the thought process of a listener's mind Use effective pace elements: Well-told stories Elicit emotion 63% of listeners remember stories vs 5% remember statistics Open with a relatable character, then go into the solution and finish with the outcome Short meaningful clips Ask your attendees to participate, answer, type in, and raise their hands Call your attendees out by name and use polls and breakout rooms Your customer is whoever benefits or suffers from the work you do Customer Experience Cycle (CEC) = Consistency Invisible Service Providers are your back-of-the-house employees who do not come in contact with external customers. They are critical to the overall customer experience. We are all one idea away from changing the trajectory of our lives & business The 3 C's of customer service: Compliment Congratulate Console Build deep meaningful authentic relationships Your customers start rooting for you, they want to give you referrals Evening routines – 5- 10 minutes mapping out the next day Take an inventory of business, friends, associates, who cares, and who's showing love This is the time to be remembered as a great human Why are chips bad for the dog, but okay for our children to eat? 80% of Americans have at least 1 chronic illness 50% have 2+ It comes down to our lifestyle. The big 4 of our lifestyle choices: Food you eat Exercise you do How you manage your stress How much sleep you get Presenteeism = physically at work but unable to perform your duties. It also applies to our family, spouse, and life The Customer Experience Executive Academy Class of 2021 and the CX Coaching brand Resources mentioned: https://customerservicerevolution.com/ http://cxcoaching.com/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/project/cx-executive-academy-online/ www.thedijuliusgroup.com 025: Recapping Week2 of The Customer Service Revolution Conference https://thedijuliusgroup.com/csr025 *** 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