Customer Service Revolution

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate how customer service can make or break a brand. The conversation highlights the significance of making customers feel important and the impact of training and culture on employee performance. Takeaways Elective medical services prioritize patient experience due to competition on value. Competing on price can lead to poor customer outcomes, especially in critical services. Spirit Airlines poor customer service practices. Southwest Airlines maintains a strong service culture despite industry challenges. Starbucks has faced challenges in maintaining its customer experience focus post-pandemic. Speed of service should not compromise the quality of customer interactions. Creating a culture of service excellence can dramatically improve customer experience. Every customer interaction is an opportunity to seize the moment and enhance experience. Personalization in communication is key to customer satisfaction. Listening with your eyes and making customers feel important is essential for service excellence. Follow John on Facebook: https://www.facebook.com/thedijuliusgroup/ LinkedIn: https://www.linkedin.com/company/the-dijulius-group/ YouTube: https://www.youtube.com/@dijuliusgroup Instagram: https://www.instagram.com/johnrobertdijulius/ Subscribe to The DiJulius Group blog: tdg.click/eservice

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of creating consistency in customer service across multiple locations. They explore the challenges businesses face when scaling, the six components of customer experience, and the significance of proof of concept in training. The conversation emphasizes the need for daily habits, technology's role in enhancing customer experience, and strategies for engaging remote teams. They also touch on the importance of continuous improvement and feedback in maintaining high standards of service. Takeaways Creating consistency is crucial when scaling a business. Rapid growth can compromise customer experience. Buttoning up systems is essential for success. Proof of concept helps identify mistakes before a full rollout. Training should be practical and prescriptive. Daily habits keep customer experience top of mind. Engaging remote teams requires innovative communication strategies. Technology can enhance personalization in customer service. Continuous feedback is necessary for improvement. Regular training and updates are vital for all employees. Chapters 00:00Creating Consistency Across Multiple Locations 03:08The Six Components of Customer Experience 05:54Proof of Concept and Training Rollout 09:00Sustaining Customer Experience Training 12:05Daily Habits for Customer Experience 15:05Engaging Remote Teams 18:05Technology's Role in Customer Experience 20:47Continuous Improvement and Feedback 24:03Final Thoughts and Resources Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Schedule a call to learn more about The DiJulius Group Consulting and Training

Delving into the link between employee satisfaction and customer service, this discussion reveals how a positive workforce dramatically enhances customer experience. Leadership plays a pivotal role, as personal biases can hinder service excellence. The talk challenges the generational blame for work ethic issues and stresses the necessity of in-depth training in service aptitude, prioritizing soft skills over mere operational knowledge. Personal experiences significantly shape service delivery, making effective training indispensable to creating a memorable customer journey.

Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss the evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today's workforce. John shares insights from his journey in building The DiJulius Group and emphasizes the significance of investing in employee development to foster a strong community and culture. The conversation also touches on the emotional resilience required for entrepreneurship and the challenges faced by younger generations in the workforce. Takeaways: The DiJulius Group was founded on the principles of customer service. Leadership development is crucial for maintaining a strong team. Empathy is a learned skill that can be taught. Investing in employee development leads to better retention and satisfaction. Community building is essential for a successful business. The challenges of entrepreneurship require emotional resilience. Younger generations face unique challenges in developing people skills. Training and development should extend beyond the first six months of employment. Creating a culture of recognition enhances employee engagement. The future of work will require adaptability and continuous learning. Chapters: 00:00The Evolution of the DiJulius Group 01:21Systemizing Customer Service 06:03Building a Consistent Customer Experience 09:34Leadership Development in the Salon Industry 15:11Creating Opportunities and Community 17:15Investing in Employee Well-being 22:24Navigating Uncertainty in Entrepreneurship 26:44Developing Emotional Resilience in the Workforce 33:33Empathy and Communication Skills for Gen Z 35:35The Evolution of Leadership and Business Strategy Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution The Soul of a Startup Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

Summary: In this episode, Denise and John discuss John's journey from being an employee at UPS to becoming a successful entrepreneur in the beauty industry. They explore the challenges faced in starting a salon, the importance of customer service, and how John's experiences led him to become a sought-after speaker and consultant. The conversation highlights the evolution of The DiJulius Group and the lessons learned along the way. Takeaways: John always had an entrepreneurial spirit. Their salon was created to improve the industry. Customer service was the key differentiator. Hiring inexperienced staff was a bold strategy. Transitioning to speaking was unexpected but rewarding. The importance of mentorship and learning from others. Building a strong company culture is essential. How The DiJulius Group evolved from speaking to consulting. Lessons learned shaped future business strategies. Chapters: 00:00Welcome and Listener Appreciation 01:49John's Entrepreneurial Spirit and Early Career 05:35The Journey to Opening a Salon 11:09Customer and Employee Experience Focus 15:34Hiring and Training Strategies 21:22Transitioning from Salon Owner to Speaker 29:24The Evolution of the DeJulius Group Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution The Soul of a Startup Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

This week, John sits down with his managing partner, Denise Thompson, to discuss her evolution at The DiJulius Group, and what advice she has those who work alongside entrepreneurs.

In this episode, we focus on rolling new content out to staff, and our guest is Brenda Larson is the Manager of Learning and Organizational Development for The Community Blood Center. The Community Blood Center is a blood donation center based in Appleton, WI, serving over 40 hospitals and holding over 100 blood drives monthly. With over 200 employees working across multiple locations and shifts, rolling out new content to the entire team was a challenge! Brenda discusses how she created a 90-minute training/overview that she conducted over 39 sessions to ensure all team members learned and understood the new content. She also discusses the pros and cons of holding multiple sessions, with an emphasis on the many pros she realized from this effort. Links: The Customer Service Revolution Podcast https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ The DiJulius Group https://thedijuliusgroup.com/ Leading the Revolution Livestream Workshops https://thedijuliusgroup.com/livestream-2025/ Customer Experience Executive Academy https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy https://thedijuliusgroup.com/project/exea/ Order our best-selling books on the customer & employee experience https://thedijuliusgroup.com/shop/ Register for our 2025 Livestream Workshops! https://thedijuliusgroup.com/livestream-2025/

How to build your Personal Brand Chief Revolution Officer, John DiJulius sits down with Rory Vaden, who is the New York Times bestselling author of Take the Stairs. His insights have been featured in the Wall Street Journal, Forbes, CNN, Entrepreneur, Inc, on Fox News national television and in several other major media outlets. As a world-renowned speaker, His Tedx talk has been viewed over 2 million times, he is a 2x World Champion of Public Speaking Finalist and he was recently named as one of the top 100 leadership speakers in the world by Inc Magazine. He is also the Co-Founder of Brand Builders Group where he teaches people to build and monetize a rock solid reputation™. Learn: · What is a personal brand? · How a personal brand applies to experts, entrepreneurs, & executives. · What the three E's of content creation are. · The best ways to build your credibility in your area of expertise. · Is it better to be a generalist or specialist? Links The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Order our best-selling books on the customer & employee experience Register for our 2025 Livestream Workshops! Learn more about Rory Vaden & Brand Builders

This week's guest host is Dave Murray. The DiJulius Group's Vice President of Consulting and co-author of The Employee Experience Revolution, Dave is a master at helping companies create real change that sticks. He excels at communication and easily bridges the gap between your corporate leaders and front-line team members. His passion for building ideal environments can lead your team -as it has his previous clients- toward attaining award-winning customer satisfaction, best place to work achievements and record-breaking profits. He has over 30 years of experience in customer service. His background in the sports and entertainment industry gives him an uncommon understanding of marketplace competition and high expectations. Unflappable and highly respected, Dave Murray is one of today's leading customer experience strategists. This episode was recorded from a webinar. Learn: Identify and eliminate the biggest risk factors in your service. Negative Cues: Spot and remove cues that create negative perceptions of your brand. Service Defects: Fix the most common places where your company drops the ball. Recovery Systems: Develop recovery processes to handle inevitable service breakdowns, ensuring your customers leave satisfied even when things go wrong. Consistent Complaints Handling: Equip your team with the tools to manage difficult customer interactions smoothly and confidently. Never & Always: Define your non-negotiable service standards. This leads to eliminating service defects, ensuring your customers know what to expect every time, and building trust with consistent delivery. Links: The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

The DiJulius Group Chief Revolution Officer John DiJulius talks with Leslie Shreve Founder and CEO Productive Day® Workload Management and Productivity Expert, Creator of Taskology® The Science of Getting Things Done. Leslie shows executives how to increase efficiency and productivity by up to 300% in as little as 4 weeks, gain 1-2 hours back in their workday—EVERY day, spend up to 50% LESS time in their email Inbox, and make more powerful progress—WITHOUT working nights and weekends. Learn: What's missing from today's typical workday strategy and why it will make or break your productivity. How to gain 1-2 hours BACK in your workday—EVERY day—so you can use it more effectively. How to get more accomplished in less time with less stress—no matter how busy you are. How to plan, prioritize, and accomplish tasks faster and easier—without missing, losing, or forgetting anything. The 3 unsuspecting places where time is hiding in the workday and how to get it back. How to get to ZERO in the Inbox and spend up to 50% LESS time on email every day. Why the latest tips, tools, tactics, short cuts, apps, and hacks are holding you back—and what to do about it. Links: The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Productiveday.com Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.