Customer Service Revolution

In this episode, The DiJulius Group's Chief Revolution Officer John DiJulius talks with Chief Evangelist Guy Kawasaki, the man who popularized the term "evangelism." Guy Kawasaki started his career working directly with Steve Jobs as Apple's Chief Evangelist. He is a brand ambassador for Mercedes Benz, an executive fellow of the Haas School of Business at UC Berkeley, and an adjunct professor at the University of New South Wales. Today, Guy is the Chief Evangelist of Canva, a graphic design platform that makes 4,000,000 graphics per day for people and has over 30 million monthly active users. Guy works with some of the top brands in the world. He is a speaker and the author of fifteen books, some of which have been both New York Times and Wall Street Journal bestsellers. Guy is also the creator of Guy Kawasaki's Remarkable People podcast. In this interview with Guy Kawasaki, you will learn: How Guy was one of John's highlights and lowlights in his speaking career How he got started in his remarkable career What being an evangelist means How is evangelism different from sales Which of Guy's 15 books he recommends and why Specific steps your business can take at this time of the pandemic Why cash is king right now and how focusing on the essentials gives you clarity About the Remarkable People podcast What Guy wants his legacy to be What Guy will be presenting on at the 2020 Virtual Customer Service Revolution The goal of a speech and how you can get better at it Resources mentioned: www.thedijuliusgroup.com Guy speaking at the 2020 Customer Service Revolution - https://customerservicerevolution.com/speakers/ Guy Kawasaki's Remarkable People podcast - https://podcasts.apple.com/us/podcast/guy-kawasakis-remarkable-people/id1483081827 Guy's website - https://guykawasaki.com/ Follow Guy Kawasaki on Social Media: Twitter - https://twitter.com/GuyKawasaki Facebook - https://www.facebook.com/guy/ LinkedIn - https://www.linkedin.com/in/guykawasaki/ Instagram - https://www.instagram.com/guykawasaki Book Recommendations: Art of the Start 2.0: The Time-Tested, Battle-Hardened Guide for Anyone Starting Anything - https://www.amazon.com/Art-Start-2-0-Time-Tested-Battle-Hardened/dp/0241187265/ref=sr_1_1?dchild=1&keywords=guy+kawasaki&qid=1595775813&sr=8-1 Wise Guy: Lessons from a Life - https://www.amazon.com/Wise-Guy-Lessons-Life-Kawasaki/dp/0525538615/ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=1595775844&sr=8-2 *** 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

Culture reflects leadership – and sometimes, you need to do things wrong in order to finally get them right. In today's episode, learn how to be the leader that you need to be so you can create a culture you can truly be proud of. Chief Revolution Officer John DiJulius of the DiJulius Group chats with 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. Here are just a few takeaways: How does culture reflect leadership? Why you need to get it wrong in order to get it right Complete mindset shift from getting the right people to solve your problem to creating a culture that attracts the right people to solve your problem In building a world-class organization, which is more important? Hiring or culture & training? The leader as the bottleneck of an organization How do entrepreneurs transition from small business to big business? The biggest mistake a business owner can make 3 things that will allow you to compete with any business Creating your policy manual as guidelines for success, not some rules for failure How do you create a culture of transparency and flexibility in your organization? Placing important symbols of culture in your workplace Resources mentioned: www.thedijuliusgroup.com www.BetterBookClub.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 Dare to Lead by Brené Brown https://www.amazon.com/Dare-Lead-Brave-Conversations-Hearts/dp/0399592520 *** 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

People want to be part of something larger than themselves. They want to be part of something they're proud of, that they'll fight for, and that they trust. This is what Starbucks has built – no wonder they have raving employees and raving customers that can't go a day without them. Today is part two of the conversation about Howard Schultz – all the things that he has done and what Starbucks has created not only in their industry but for service across all industries. Chief Revolution Officer John DiJulius and senior consultant Dave Murray from The DiJulius Group also share some powerful tools they've added to the Starbucks toolbox so they remain to be the brand that we all know and love today. Here are just a few takeaways: What is a customer service vision statement? The four pillars of a customer service vision Starbucks' service vision statement and its four pillars How does the process called "a day in the life" help organizations? What's on the inside of every Starbucks apron? The concept behind "zero risk" and why it's so powerful The currency for millennials and why they're the best workforce you could ever have How you can apply the Never and Always tool to your own company Howard Schultz's powerful quote about human connection Why not every decision is an economic decision but a decision through the lens of your people What makes Howard Schultz a great leader. How Starbucks hasn't stopped innovating. They have created a new concept that is the Willy Wonka of coffee. Resources mentioned: Howard Schultz commencement speech at Arizona State University: https://www.youtube.com/watch?v=NVekVtJ4104&t=6s 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

In today's episode, Chief Revolution Officer John DiJulius and senior consultant Dave Murray from The DiJulius Group feature the man who revolutionized, not only the coffee industry but the entire retail and hospitality industry – Howard Schultz. Howard's actions as a leader and what he had done to build Starbucks has created so much useful content in the consulting world. Today, Starbucks has become the gold standard in what they deliver to their team members and their customers, which other organizations now try to emulate. Starbucks doesn't win a lot of taste tests. People don't necessarily love their coffee more than anywhere else. But they would pay $5 for something you can get for $3.50 or less elsewhere and that's arguably just as good. So what makes the Starbucks experience so compelling that millions of people would go against every logic? Here are just a few takeaways: What Howard Schultz has done to build the Starbucks brand. How Starbucks managed to make price irrelevant. How Starbucks became so successful being the third place between home and work. How Schultz went against the grain of traditional quick-service experience. How to create an emotional relationship with your team, your vendors, and your customers. The 5 E's of genuine hospitality. How rapid growth can ruin a company. Howard Schultz early days How Schultz didn't ask customers what they wanted, he gave them something they couldn't live without What Starbucks stands for How Schultz demonstrates Executive Sponsorship to ensuring Starbucks was obsessed with customer experience How to remove personal interpretation with customer platitudes and make it crystal clear, black & white so all employees can execute customer service the same way. What genuine hospitality really looks like. FORD = Family, Occupation, Recreation, Dreams. Resources mentioned: The Commoditization of the Starbucks Experience Memo: https://global.oup.com/us/companion.websites/fdscontent/uscompanion/us/static/companion.websites/9780199379996/pdf/ch7/Starbucks_Memo.pdf 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

Giving back to the community is not just about writing a check. Social service should be way more than that. You have to get involved and find out what people with different backgrounds are like. And it starts with having those conversations. In this episode of The Customer Service Revolution, John DiJulius interviews coach DJ Santiago, the Founder of Aspiring Athletes, about the need for companies and individuals to step up and address social inequality. It isn't easy for Latin Americans to overcome the adversities that accompany the inner-city at-risk youth population. While many of his friends ended up in prison or dead, DJ found a way to beat insurmountable odds to become a professional athlete, successful business owner, and author. Both John and DJ are board members of Believe in Dreams, a nonprofit organization that seeks to fulfill the dreams of disadvantaged children who have suffered traumatic hardships. This is an inspiring story that we hope you enjoy! Here are just a few takeaways: What impact does social responsibility have on your company and the community? What is it like to grow up in the inner city? Why do you need to acknowledge that racism exists both publicly and privately? What does the concept of diversity and inclusion really mean? How can you learn about different cultures and backgrounds of people? How does DJ make sure he doesn't forget where he comes from? What kinds of questions should we use in those conversations? How is the coronavirus situation similar to racism? How is having a dialogue different than having a discussion? Can we cure this problem of racism? Resources mentioned: The DiJulius Group www.aspiringathletes.org www.believeindreams.org *** 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

Dave Murray talks with Mike Rayburn – a guitar virtuoso, a wonderful comedian, and an awesome motivational speaker. Combine these three amazing talents and what you get is a keynote artist. Mike is a Hall of Fame speaker. He has given two TEDx Talks and has headlined at Carnegie Hall as a musician. Instead of using PowerPoint in his keynote presentations, he uses guitar and comedy to make things more impactful, fun, and engaging. Today, Mike talks about creating that space for your vision to flourish by adopting the concept of "what if" mentality and striving to become a virtuoso in whatever field you choose. In this episode, you will hear: Why you need to pay attention to hecklers The "what if" mindset and how to apply it during challenging times How to become a virtuoso What significance over success means Tips for staying fit Resources mentioned: The DiJulius Group: https://thedijuliusgroup.com/ Watch Mike Rayburn's TEDx Talks: I Know I Can't, But What if I Could?: https://www.youtube.com/watch?v=TcUaMo1DxkY Become a Virtuoso: https://www.youtube.com/watch?v=4dY-09TeZRk *** 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, Dave Murray talks with Dan Gingiss, speaker, consultant, and the author of Winning at Social Customer Care. He also co-hosts Experience This! Podcast. Dan has a 20-year experience in Corporate America, mostly as a marketer, and eventually as a customer experience guy. He worked at large companies such as McDonald's, Discover, and Humana as well as some smaller startup companies. Dan has served different roles throughout his career. Dan has been in the same chairs of the people he talks to, which is what he believes has made him a better speaker and consultant. Dan will also be on the main stage of the Customer Service Revolution Conference on October 7-8, 2020 in Cleveland, Ohio. In this episode, you will hear: Finding that "one thing" when attending conferences How to address customer pain points How to get rid of the "gamers" without affecting the rest of your customers How remarkable customer experience can become your best marketing tool Why a final impression is just as critical as the first How you can win at social customer care Journey mapping best practices How to find employees who possess empathy Why you need to hire employees who have good writing skills How businesses can respond to the COVID-19 pandemic from a customer experience lens Resources mentioned: The DiJulius Group Dan's book, Winning at Social Customer Care Experience This! Podcast: https://www.experiencethisshow.com/ Experience This! Podcast Episode 94: The COVID-19 Experience: https://www.experiencethisshow.com/episode-94-the-covid-19-experience/ *** 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

Today's guest is Craig Russell, a senior executive who has worked with top brands including Starbucks, Red Robin, Seattle's Best, and Restaurants Unlimited. Craig is the embodiment of world-class customer service. It isn't something you strive to achieve in two or three years. Otherwise, it's going to be a painful three-year journey. Rather, it's a decision you have to presently make – to do world-class things, to act world-class, and to be world-class. In this episode, you will hear: Why there's no ribbon-cutting ceremony to be world-class Behavioral change in soft skills vs. execution skills How to empower your frontline with zero risks The need to marry digital technology with human interaction Resources mentioned: Find out more about Craig Russell on Novus Coffee Imports or email him at craig@russell360.com for consulting and advising. *** 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

How much of your focus as a company is on employee experience? When you build a world-class internal culture, what's experienced on the inside will be experienced on the outside. Be world-class to your employees and they will give that to your customers. Today's guests are leaders and visionaries, Mike and Tina Hodges, who are a living testament to this. They started their financial services company, Advance Financial, back in 1996. With headquarters in Nashville, Tennessee, they currently operate in more than 100 locations throughout Tennessee and with more than 1,000 employees. They also offer online services in multiple states across the country. Advance Financial is in the Inc 500 list of the fastest-growing private companies in the country for the seventh year in a row. It's the 4th fastest-growing company in Nashville and it's included in the Forbes 2018 list of Best Employers for New Graduates. In this episode, you will hear: What a customer experience role in your company looks like How you can give world-class employee experience How employee and customer experience affects the company culture How to be better each year in terms of customer service Tips for hiring the right candidates Resources mentioned: Advance Financial *** 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 highly competitive world of business, price and quality can only bring you so far. What will then set you apart? Genuine customer care = highest customer satisfaction But that can only be achieved under a strong banner of leadership. Today's guest is Ritz-Carlton royalty, Jim McManemon. A veteran in the hospitality industry, Jim has been working with The Ritz-Carlton Hotel Company for almost 30 years now. His remarkable leadership is indubitable that his managed properties have instantly become Five-Diamond! Currently, he is the Managing Director of the Ritz-Carlton Naples, Florida Resorts. Jim's people are willing to walk through fire for him because he has walked through fire for them. Are you willing to do the same? In this episode, you will hear: How to see through a candidate's interview game face Tips for the selection process Empowering your team to correct mistakes and re-win guests over The power of rewarding and recognizing employees The secret to great leadership Resources mentioned: Ritz-Carlton Naples, Florida Resorts *** 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