Customer Service Revolution

Summary In this episode Chief Revolution Officer John DiJulius talks to Kevin Sloan, Executive Vice President, Head of Retail Banking,for KeyCorp. As Head of Retail Banking, Kevin Sloan leads the execution of KeyBank's retail relationship growth strategy centered on helping clients and communities thrive. His responsibilities include leading 5,500 teammates across Key's 950 branch offices, its Business Performance, Support & Enablement team, and its Client & Teammate Experience team. He is also a member of KeyCorp's Executive Council. Takeaways Why KeyBank focused on the client experience What did Key do to transform their client experience What was the return on investment for Key How did Key keep the client experience momentum going years after Chapters: 00:00Celebrating 200 Years of KeyBank 02:50The Journey to Client Experience Excellence 06:12Moments Matter: A Framework for Success 09:04Recruitment and Retention Strategies 11:46Measuring Success: KPIs and Results 15:02Consistency in Customer Experience 17:46Building a Culture of Recognition 21:08Challenges of Maintaining Momentum 23:56Connecting Purpose with Client Experience 26:53The Importance of Emotional Connection 30:12Sustaining Momentum in Client Experience 33:05Collecting and Sharing Moments That Matter 35:59The Power of Small Gestures 38:48Conclusion and Reflections Links Connect with Kevin Sloan Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership: https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors: tdg.click/claudia Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary IIn this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of 'Secret Service' that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution of customer service terminology. The conversation also highlights memorable customer service experiences and the impact of community in customer relationships. Takeaways Personalization in customer interactions is crucial. Utilizing CRM systems can enhance customer relationships. Listening to customers can reveal valuable insights. Sending personalized follow-ups shows genuine care. The 'Ford' method helps in remembering client details. Creating a community around your service fosters loyalty. The evolution of customer service terminology reflects industry growth. Memorable experiences can significantly impact customer loyalty. Secret Service techniques can differentiate your business. Chapters 00:00Welcome and Introduction to Customer Experience 01:11Building Personal Connections with Clients 05:21Understanding Client Goals and Interests 09:41The Importance of Data Entry and CRM Systems 14:14Creating a Community Through Customer Relationships 21:49The Evolution of Secret Service to Customer Service Revolution Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership: https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors: tdg.click/claudia Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of customer experience, particularly in the context of the Customer Experience Executive Academy. They explore how businesses can navigate economic uncertainty by focusing on enhancing customer experiences. John shares insights on the concept of 'Secret Service' in customer service, emphasizing the need for personalized interactions and systems that recognize customer loyalty. The conversation also touches on the role of AI in improving customer service and the importance of creating a memorable experience for every customer. In this conversation, John and Denise explore the importance of building personal connections with clients through effective communication and understanding their goals. They discuss the significance of utilizing CRM systems to track client information and the role of team collaboration in enhancing customer experiences. The discussion also highlights the evolution of the Secret Service concept into a broader Customer Service Revolution, emphasizing the need for businesses to create communities and foster relationships with their clients. Takeaways The Customer Experience Executive Academy fosters a strong community among leaders. Doubling down on customer experience is crucial during economic uncertainty. Secret Service is about making customers feel recognized and valued. Visual triggers can enhance customer recognition in service industries. Personalized service is key to creating unforgettable experiences. AI can assist in providing personalized customer interactions. Understanding customer journeys is essential for effective service delivery. Different industries can adapt Secret Service principles to their context. Customer loyalty can be enhanced through effective database management. Building personal connections enhances client relationships. Utilizing AI can help in remembering client details. Understanding client goals is crucial for personalized service. Data entry in CRM systems is essential for effective communication. Creating a community around clients fosters loyalty. Secret Service techniques can differentiate businesses. Employees benefit from making clients feel valued. Regular updates in CRM systems improve service quality. Team collaboration enhances customer experience. The evolution from Secret Service to Customer Service Revolution reflects changing business needs. Chapters 00:00 Welcome and Introduction to Customer Experience 02:59 The Customer Experience Executive Academy 05:50 Navigating Economic Uncertainty in Customer Experience 08:55 Understanding Secret Service in Customer Experience 11:54 Implementing Secret Service Systems 14:56 Adapting Secret Service Across Industries 18:11 Utilizing Databases for Personalized Service 21:04 The Role of AI in Enhancing Customer Experience 29:16 Building Personal Connections with Clients 35:04 Understanding Client Goals and Interests 40:09 The Importance of Data Entry and CRM Systems 45:31 Creating a Community Through Customer Relationships 54:26 The Evolution of Secret Service to Customer Service Revolution Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership: https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors: tdg.click/claudia Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically successful brands like Starbucks and Southwest Airlines, which have recently struggled. They emphasize the need for businesses to understand their customers' perspectives and the value of mystery shopping to gain insights. The episode concludes with a discussion on the pursuit of greatness in business and the commitment required to achieve it. Takeways Bankruptcy often affects companies with poor customer service. The experience gap leads to customer dissatisfaction. Customers are revolting against companies that fail to deliver value. Amazon excels in convenience and customer experience. Great customer experience is not guaranteed; companies must stay vigilant. Mystery shopping can provide valuable insights into customer experience. Understanding the customer's viewpoint is crucial for businesses. Pursuing greatness requires commitment and effort. Most people are not willing to do what it takes to be great. Greatness is a choice, not a given. Chapters 00:00Bankruptcy and Customer Service Failures 03:00The Experience Gap and Customer Revolt 06:01The Importance of Customer Experience 09:01Internal and External Customer Experience 11:57Mystery Shopping and Customer Insights 14:47Pursuit of Greatness in Business 18:14Choosing Greatness and Its Challenges Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary In this conversation, Dr. David Horsager, a leading authority on trust, discusses the critical role of trust in leadership and business. He emphasizes that trust is not just a soft skill but a fundamental component that affects the bottom line. The discussion covers the historical context of trust, the shift towards personal trust in the digital age, and practical tools for measuring and building trust within organizations. Dr. Horsager introduces the eight pillars of trust and highlights the importance of clarity and humility in fostering trust. The conversation concludes with actionable insights for leaders to enhance trust in their teams and organizations. takeaways Trust is a timeless and essential element in business. A lack of trust can be a significant expense for organizations. Trust has shifted from institutional to personal in nature. Measuring trust is crucial for understanding organizational gaps. Clarity is the foundation for building trust. The eight pillars of trust include clarity, compassion, character, commitment, competence, connection, contribution, and consistency. Effective communication is key to establishing trust. Humility plays a vital role in being perceived as trustworthy. Leaders should promise less and focus on delivering what they commit to. Building trust requires actionable tools and frameworks. Chapters 00:00Introduction to Trust and Leadership 02:03The Importance of Trust in Business 05:58Historical Context of Trust 10:06The Shift to Personal Trust 12:01Measuring Trust in Organizations 14:03Building Trust: The Eight Pillars 18:03Clarity as a Foundation for Trust 21:46Practical Tools for Trust Building 25:54The Role of Humility in Trust 30:11Conclusion and Key Takeaways

Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on employee experience and customer experience as key components of business strategy during challenging times. Takeaways Staff are nervous during economic downturns; leaders must provide certainty. Over-communication is essential to alleviate employee fears. Revisit core values and mission to guide the team. Create a clear, definable goal line for the team. Focus on employee experience to retain talent. Team camaraderie is crucial during tough times. Small team-building activities can boost morale. Avoid doom-scrolling; focus on positive news. Marketing budgets can be reduced if experiences are prioritized. Prepare now for future challenges to recession-proof the business. Chapters 00:00Navigating Staff Uncertainty During Economic Downturns 04:06The Importance of Transparency and Communication 07:01Fostering Team Camaraderie and Morale 09:57Creating a Positive Work Environment Amidst Challenges Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect customer experience often face dire consequences. John emphasizes the need for a Return on Experience (ROX) dashboard to track customer satisfaction and complaints. They also explore common mistakes CEOs make, such as failing to prioritize customer and employee experience training. The conversation highlights the significance of hiring for service aptitude and creating a customer-centric culture through effective training and onboarding. John stresses the importance of executive sponsorship in driving customer experience initiatives and shares insights on how to implement change within organizations. takeaways Customer service is crucial, especially in a weak economy. Sales figures can be misleading indicators of customer satisfaction. Creating a ROX dashboard can help track customer experience metrics. CEOs often neglect the importance of customer experience training. Service aptitude is essential for employees in customer-facing roles. Training should focus on empathy and understanding customer needs. Executive sponsorship is vital for successful customer experience initiatives. Hiring for service aptitude can improve customer interactions. Implementing a customer experience action statement is a key step in enhancing service. 00:00 Celebrating 200 Episodes 02:15 Customer Service in a Weak Economy 08:08 Indicators of Failing Customer Service 15:29 Training for Service Aptitude 22:29 Hiring for Customer Experience 29:15 Creating a Customer Experience Action Statement Links: ROX Dashboard Blog Return on Experience Dashboard Download Relationship Disadvantaged Blog Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors

summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies for training staff, handling customer complaints, and the significance of service recovery in building customer loyalty. takeaways Zero risk means making it easy for customers to do business. Companies can screw up but must make it right. Anticipating where service failures occur is crucial. Empowering employees leads to better customer satisfaction. Training should focus on common service failure points. Listening to customers is key to resolving complaints. Service recovery can enhance customer loyalty. Celebrating employee successes in customer service is important. Feedback from customers should be documented and analyzed. Understanding customer needs goes beyond their literal questions. Chapters 00:00Introduction to Customer Service Excellence 02:15Understanding Zero Risk Companies 05:51Identifying Common Service Failures 12:21Empowering Employees for Customer Satisfaction 16:03Implementing Effective Recovery Strategies 21:44Learning from Customer Feedback and Complaints Links: 2025 Livestream Workshops, Zero Risk Register now! https://thedijuliusgroup.com/livestream-2025/ Presentation Skills Workshop https://thedijuliusgroup.com/project/presentation-skills/ Sign up for our Weekly E-Service Newsletter: https://thedijuliusgroup.com/event-form/newsletter/ The DiJulius Group https://thedijuliusgroup.com Customer Experience Executive Academy https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy https://thedijuliusgroup.com/project/exea/ Our new best-selling book, The Employee Experience Revolution https://thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale/ Schedule a call to learn more about The DiJulius Group Consulting and Training tdg.click/claudia Follow and Review: We'd love for you to subscribe and follow us if you haven't yet! John DiJulius is considered "The Authority" on customer experience. His keynote presentations have motivated and inspired audiences from Entrepreneurs Organization, YPO, Nestle and Marriott to Chick-Fil-A and many more. His real life stories are lessons long remembered by attendees. Learn more about John and how to book him for your next event at: https://johndijulius.com/ The DiJulius Group provides Customer Service content, education, consulting, and training, to ensure our clients become the brand their customers and employees cannot live without. If you want happy employees, happy customers and happy shareholders, connect with us: Facebook: https://www.facebook.com/thedijuliusgroup LinkedIn: https://www.linkedin.com/company/the-dijulius-group/

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys. DiJulius also highlights the significance of investing in employee development, creating a culture of accountability, and understanding the dynamics of employee turnover. The conversation touches on innovative training approaches and the impact of generational differences in the workplace, ultimately advocating for a holistic view of employee experience. takeaways Outspoken employees can provide valuable feedback. Complaining customers act as free consultants. Employee engagement surveys must be acted upon. A strong company culture reduces turnover. Investing in employees leads to better performance. Caring for employees enhances retention. The Disney boss concept highlights superficial engagement. Emotional intelligence is crucial in leadership. New employees often feel lost and unsupported. Understanding turnover helps improve hiring practices.

Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers. The conversation also covers the effective use of slides and the significance of storytelling in making presentations memorable. In this conversation, John DiJulius and Denise Thompson explore the art of storytelling in presentations, emphasizing its importance in engaging audiences. They discuss the elements of effective storytelling, including the roles of villains, victims, and heroes, and how these components can transform a presentation. DiJulius shares insights on overcoming the fear of public speaking and the significance of preparation and practice. The discussion also highlights the value of presentation skills training and how it can lead to significant improvements in one's speaking abilities. Takeaways: The energy and engagement of the audience enhance the presentation. Icebreakers are crucial for capturing audience attention. Structuring a presentation into five key elements improves effectiveness. Customization of presentations is essential for audience relevance. Effective presentations require significant preparation time. Storytelling is a powerful tool for memorable presentations. Visuals should enhance the message, not distract from it. The opening and closing of a presentation are critical for impact. Great speakers often use personal stories to connect with the audience. Audience engagement is key to a successful presentation. Storytelling is essential for effective presentations. Data alone is not enough; stories make the content memorable. Every great story has a villain, victim, and hero. Preparation is key to overcoming public speaking fear. Practice presenting regularly to build confidence. Feedback from peers is crucial for improvement. Engaging presentations require a strong opening and closing. Understanding your audience enhances presentation effectiveness. Transformative training can significantly improve presentation skills. The best speakers often repeat and pause for emphasis. Chapters: 00:00Introduction to the Customer Service Revolution Podcast 01:57The Art of Engaging Presentations 05:01The Importance of Icebreakers 08:09Structuring a Presentation for Impact 10:13Customization in Presentations 13:04Advice for Aspiring Speakers 18:56Effective Use of Slides in Presentations 23:55The Power of Storytelling in Presentations 29:27Crafting Compelling Narratives: Villains, Victims, and Heroes 38:45Overcoming the Fear of Public Speaking 46:17Transformative Presentation Skills Training