Customer Service Revolution

Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to train your employees on critical soft skills. We are living in the "digital disruption era" in which technology has provided us with unprecedented advances, information, knowledge, instant access, and entertainment. However, as convenient as these advances make our lives, they have also changed how we communicate, behave, and think, leading to a dramatic decline in our people skills. Learn: How to train your entire organization on the emotional superpowers: Authenticity Love People Listening Curiosity Empathy Happy Grateful Positive/Optimism Kind Links: The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Additional Resources: Blog The Charlotte PD is Revolutionizing Policing by Delivering Excellent Customer Service Podcast 038: The Chick-fil-A of Police Departments 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.

Chief Revolution Officer John DiJulius talks with Sandy D'Elosua Vastola, CX project lead for Charlotte-Mecklenburg Police Department. She was instrumental in helping Charlotte PD creating a cx revolution in law enforcement which is now being copied by police departments throughout the US. She is an alumni of the Customer Experience Executive Academy 2021 and she won the 2022 Customer Experience Executive of the Year. Learn Why the Charlotte Police Department felt the need to become the Chick-fil-A of law enforcement. How Sandy handled all the enormous obstacles along the way How to avoid making your CX project flavor of the month or program of the year How to build your CX steering committee by adding "critics & synics" What impact this has had three years later Links: The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Blog The Charlotte PD is Revolutionizing Policing by Delivering Excellent Customer Service Podcast 038: The Chick-fil-A of Police Departments 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.

Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create focused, resilient, and collaborative teams that can move projects forward with less stress and drama. Learn: How can leaders help employees with their mental well being How can leaders deal with all the things they have on their plate, chaos, and still be healthy. You say fine is a 4 letter word How can gratitude and meditation transform your work life And are there simple ways to incorporate them into your daily routine What are the myths & misconceptions about meditation Does spirituality belong in the workplace Links: The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Learn more about Lori Saitz https://zenrabbit.com/ https://www.linkedin.com/in/lorisaitz/ 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.

In this week's episode, Chief Revolution Officer John DiJulius sits down with John Bernatovicz who is an entrepreneur, podcast host, speaker, HR advocate, and author of HR like a Boss. Learn · How John got into the HR world · How john defines HR · Why he wrote HR Like a Boss · The cornerstones of LOVE and OWNERSHIP to do HR Like a Boss. · Why do human resources professionals dislike recruiting so much · The HR Like a Boss business plan. Links The Customer Service Revolution Podcast The DiJulius Group Leading the Revolution Livestream: Creating Customer and Employee Experience Journey Maps Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution John Bernatovicz www.hrlikeaboss.com www.willory.com john@willory.com

Chief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution conference. Learn · What the Freak Factor really means · Why our school systems don't always recognize a child's true potential · Why we need to help people lean into their uniqueness versus reducing it · How can we be better parents · How can we be better leaders · What is more important goals & motivation or discipline, habits & systems 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 Journey Mapping Livestream Workshop David Rendall Podcast The Imperfectionist Podcast www.drendall.com

In this episode, Chief Revolution Officer John DiJulius talks with Brian Polian. After 25 years of coaching football at the highest levels at such places as Notre Dame, LSU, Stanford, and Texas A&M, Brian stepped back from the coaching ranks and came back to his alma mater, John Carroll University, as the Vice President of Athletic sand National Engagement. He is the author the book Coaching and Teaching Generation Z: Honor the Relationships. He is now sharing his experiences in leadership, high performance organizations, and working with young people to help others connect, command, and lead more effectively. Here are just a few takeaways: How Brian's father, Bill Polian, a Pro-Football Hall of Famer and Super Bowl champion, influenced his vision for the future What is it about coaching and leadership that is so enjoyable? How Generation Z forced Brian re-think what he was doing in his job. In his book, he refers to the term "Relationship Guy". What does that mean? What Brian believes is the most important role of a leader is. Resources mentioned: Brian's website Coaching and Teaching Generation Z - Honor the Relationships thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com 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.

Can you revolutionize your leadership legacy while navigating through crises and unprecedented challenges? On this episode of The Customer Service Revolution, join us as we explore this question with leadership experts John DiJulius and Dave Murray. They share insights on how visionary impact extends beyond organizational boundaries, inspiring employees to lead extraordinary lives. Discover how living up to our fullest potential is not just about personal gain but a gift to those who depend on us, creating a ripple effect of positivity and growth in both personal and professional spheres. What happens when belief systems are shattered, and new possibilities emerge? Learn from Roger Bannister's iconic four-minute mile and its implications for leadership during crises. We discuss the fundamentals of clear communication, adherence to core values, and maintaining certainty to provide stability and direction. The episode also highlights the importance of calm, proactive leadership during turbulent times and how these principles can be applied to personal and organizational challenges. Embrace the privilege of pressure and the power of encouragement in leadership. Hear about Walt Bettinger's unique interview tactics and the inspiring stories of Gary Vaynerchuk and Adam Sandler, who attribute their success to unwavering parental support. We delve into revolutionary leadership that challenges the status quo, fosters meaningful organizational change, and prioritizes people and community over shareholder profits. As we navigate the uncertainty of the post-COVID world, discover how transparency and tangible goals can build resilient, successful teams prepared to face future challenges head-on. Here are just a few takeaways: Exploring the essence of leaving a lasting leadership legacy The inspiring story of Roger Bannister breaking the four-minute mile and its impact on belief systems Strategies for clear communication and adherence to core values during crises Leadership qualities for handling pressure and the importance of encouragement The role of revolutionary leadership in fostering change-driven environments Navigating uncertainty and maintaining transparency in leadership during the pandemic The rise of "accidental managers" and the shift toward people and community-focused businesses Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com 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. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Discover how AI is reshaping customer support and transforming business operations with Eric Vermillion, CEO of Helpshift. On this episode of The Customer Service Revolution, Eric walks us through Helpshift's evolution from a Bay Area startup to a key player in the gaming industry, highlighting how AI is revolutionizing contact centers. By automating tedious tasks and enhancing customer interactions, AI is improving efficiency and forging more relational connections between businesses and their customers. Address your fears and doubts about AI integration with insights straight from Eric. We tackle the common concerns about job loss and potential sabotage within contact centers, explaining how AI can enhance human roles by making jobs more engaging and reducing turnover. From automating repetitive tasks to personalizing customer interactions, AI makes customer support more rewarding for agents and customers. Learn how Helpshift addresses these concerns and the importance of having a solid operational plan for AI implementation. Peek into the future of customer experience and understand the criticality of effective customer service on vital performance indicators like customer satisfaction, NPS, and retention. Eric shares a compelling case study with SYBO, the maker of Subway Surfers, demonstrating AI's impact. We also emphasize the blend of technology and human skills needed to create superhuman agents, build long-term customer relationships, and improve employee morale. This episode is a must-listen for anyone interested in the future of customer service and AI's transformative potential. Here are just a few takeaways: Helpshift's evolution from a Bay Area startup to a major player in the gaming industry An examination of AI's role in automating tedious tasks and enhancing customer interactions to boost efficiency and build stronger customer relationships Addressing common fears about AI integration, like job loss and potential sabotage Explaining how AI can enhance human roles Insights on the importance of a solid operational plan for effective AI implementation Case study on SYBO, maker of Subway Surfers, showcasing AI's impact on customer experience and business growth Blending technology with human skills to create superhuman agents, improving both customer satisfaction and employee morale Exploring AI's future in customer service, including its potential to personalize interactions and drive long-term customer loyalty Resources mentioned: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/project/exea/ https://thedijuliusgroup.com/blog/ Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale https://www.linkedin.com/in/ericjvermillion/ gethelpshift.com www.thedijuliusgroup.com 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. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Could your company's high turnover rates directly result from poor leadership? On this episode of The Customer Service Revolution, explore the startling reality that 82% of managers are considered "accidental managers"—individuals with job function expertise but lacking crucial leadership skills. We unpack the extraordinary impact on organizations, leading to workforce dissatisfaction and ineffective leadership, and emphasize the need for structured training and supportive frameworks to cultivate true leaders. Dive into what makes a leader effective or ineffective, drawing insights from a Harvard Business Review study. Discover the alarming statistic that 50% of employees unhappy with their bosses plan to leave, underscoring the necessity of developing skills like building trust and fostering open dialogue. Learn how Jocko Willink's "Extreme Leadership" principles can inspire leaders to deepen their connection with their teams, driving performance and engagement. Finally, we explore how to identify and nurture emerging leaders within your organization. From encouraging bold risks to involving promising individuals in task forces, we outline practical strategies to help future leaders flourish. Understand the importance of high emotional intelligence, storytelling, and genuine relationship-building in creating "energy givers" who can positively transform your company's culture and success. Tune in to revolutionize your approach to customer service leadership and unlock your team's potential. Here are just a few takeaways: Transforming employee experiences to reduce turnover and boost effectiveness The importance of proper training and supportive standards for managers Contrasting outdated authoritarian styles with modern empathetic leadership Identifying and nurturing emerging leaders with high emotional intelligence and a growth mindset Building cross-departmental relationships and professional development through task forces and steering committees Utilizing storytelling and authentic relationship building in leadership Strategies for leaders to foster trust, loyalty, and open dialogue within their teams Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com 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. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

On this episode of The Customer Service Revolution, uncover the secrets to building a thriving internal culture with John DiJulius and Dave Murray. Learn how breaking down organizational silos can transform your workplace into a cohesive, efficient powerhouse. Using real-world examples from Intermountain Healthcare, we'll show you how effective leadership and a strong internal culture can lead to happier employees and more satisfied customers, driving long-term profitability. Gain actionable strategies for fostering teamwork and communication across departments, making your organization a model of collaboration. We also explore the complexities of internal communication, especially in today's remote and decentralized work environments. Hear how miscommunication and unrealistic expectations can strain teams, and learn how subtle language changes can enhance collaboration. Through compelling examples from John Robert's Spa, we discuss the importance of empathy and awareness in preventing misunderstandings. We also share best practices for digital communication—covering everything from email etiquette to the effective use of Slack and Teams. Plus, hear a personal story that underscores the impact of understanding your role on your internal customers. Join us for a masterclass in transforming your internal culture and communication! Here are just a few takeaways: Strategies to break down organizational silos and foster collaboration across departments Addressing the challenges of remote work environments The importance of understanding coworkers' workloads Best practices for maintaining professionalism and clarity in emails and other digital communication tools like Slack and Teams The role of empathy in preventing misunderstandings and enhancing internal communication How strong leadership can cultivate a cohesive and efficient workplace, leading to happier employees and satisfied customers Case studies from Intermountain Healthcare and John Robert's Spa illustrating the impact of internal culture on service delivery Actionable strategies for fostering teamwork, communication, and understanding internal roles to improve overall organizational effectiveness Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com 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. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.