Customer Service Revolution

There’s a future where captivating presentations and innovative branding strategies set your business apart. On this episode of The Customer Service Revolution, John and guest Chris Kocek, CEO of Gallant Branding, share the secrets to delivering presentations that will engage your team and ignite a shared vision that eclipses price wars. Chris brings his wealth of knowledge to the table, revealing how strategic branding and deep insights are crucial to reshaping your business and leading the charge in industry innovation. We decode the success stories of disruptors like Airbnb and Netflix, tracing their path from recognizing customer pain points to reinventing entire industries. It's not just about the “what” but the “how”—and we'll show you how Liquid Death turned the water brand market on its head with a mix of environmental consciousness and punk rock flair. These are the catalysts for category-defining leaps if you want to challenge the status quo and reframe your brand's narrative. Finally, say goodbye to the old script as we explore the art of questioning everything. Marvel at how Polaroid's instant photography shaped a culture of immediacy, and Warby Parker's “why not” approach carved out a new vision for eyewear. We're living change by changing contact centers into relationship hubs and placing faith in the power of “what if.” If you're ready to reshape the way you approach challenges and embrace innovation, this is an episode you can't afford to miss. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog www.amazon.com/Any-Insights-Yet-Categories-Transform/dp/098928493X www.linkedin.com/in/chris-kocek-52217a9 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.

Is your company's watchful AI eye crossing the line into employee privacy? On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence. Guest Juan Jaysingh, the brains behind Zingtree, shares the role AI plays in customer experience and the optimization of agent productivity. Customer service is a battleground for efficiency, and Juan's expertise reveals how his company is leading the charge. We examine the need for quick solutions to consumer issues and how Zingtree's automated workflows and proactive strategies enhance the power dynamics between consumers and customer service agents. From the innovative strategies of giants like Sony to reduce customer frustrations to empowering consumers through self-service options, anticipating needs revolutionizes service delivery. Finally, we uncover success stories from enterprises that have integrated Zingtree's AI-powered platform into their customer service operations. Juan shares how companies are reaping the benefits of key performance indicators like ticket deflection and first-time resolution rates. These stories highlight the remarkable cost savings and showcase the efficiency improvements that come with the strategic application of AI in customer service, proving it to be a formidable force for businesses aiming to excel in today's competitive market. Join us on this journey as we explore the cutting-edge junction of customer satisfaction, technology, and the future of work. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog zingtree.com www.linkedin.com/in/juanjaysingh 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.

Uncover the future of customer service as we explore the power of AI, where technology meets empathy head-on. John and his colleague Dave Murray take you through the emerging “collaborative AI” world, redefining traditional customer interactions and the emotional bonds they forge. From tackling empathy fatigue to considering AI as a potential carrier of compassion, we discuss the possibilities and challenges of integrating artificial intelligence into customer relations. Feel the pulse of purpose in your work with stories that resonate with meaning and connection. This episode reveals meaningful employment's incredible impact on our overall well-being, drawing from powerful stories of companies like Unishippers and New Day USA. These tales inspire and expose the tools for creating deeper bonds with customers and the magic that happens when employees understand and connect with the people they serve. We embrace the Carpe Momento revolution, an ethos that champions the present as a catalyst for exceptional customer service experiences. We share strategies for injecting kindness and empathy into everyday interactions and creating an environment where employees thrive through the joy of helping others. This revolution is a mindset shift that celebrates every human connection, reminding us all to actively participate in the narrative of customer service evolution. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog 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.

If you’ve ever felt like your work environment was stifling your potential, that's the spark that ignited a revolution—one that John’s co-author, Dave Murray, and John explore in today’s episode of The Customer Service Revolution. We unravel the threads that bind employee happiness and business success. The workplace is changing, and leaders must weave a culture that supports and elevates their teams' experiences. Our book, The Employee Experience Revolution, guides this path, uncovering the influences of job satisfaction and leadership on career and life fulfillment. Have you ever wondered what it feels like to work in a place where your well-being is at the heart of the business? We’ll reveal how nurturing a positive work culture can transform mundane tasks into recognition and personal growth opportunities. John shares insights from the book and his own experiences, drawing parallels between nurturing his team at work and his relationship with his son. The conversation covers topics from personal connections to rejecting hustle culture, emphasizing that a thriving company culture is a bedrock for employee loyalty and organizational prosperity. Finally, we spotlight leadership's role in revolutionizing the employee experience. We illustrate the connection between satisfied employees, delighted customers, and healthy profit margins with anecdotes and data. As John reminisces about a memorable father-son baseball trip, the essence of our message is clear: building meaningful bonds, whether on the field or in the office, is pivotal to creating an extraordinary life and business. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog 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.

Have you ever walked into a store and felt like just another face in the crowd? This episode of The Customer Service Revolution delves into research from Drexel University that underlines the consumer's desire for authentic interactions in an increasingly automated retail world. John shares a pivotal moment for Starbucks with Howard Schultz's call to reignite the company's foundational values, confronting systemic challenges head-on. This episode explores the strategies that mold customers into brand advocates. From “The Employee Experience Revolution,” we extract the essence of impactful employee training within the first 90 days. We then move on to crafting a flawless customer journey, tackling service hiccups, and sticking to those non-negotiable brand virtues. Whether it’s the salon industry’s use of capes or a dry cleaner's bag system, we explore personalization tactics that leave a lasting impression on every customer who walks through your doors. Join us as we chart the path to elevating customer interactions and transforming your workforce into brand evangelists. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog 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.

Want the secrets to standing out in a crowded market and captivating your customers? On this episode of The Customer Service Revolution, get ready to change your business as guest Jaynie Smith analyzes the stark reality that many CEOs are in the dark about their competitive edge. John’s conversation with Jaynie dives into customer-centric strategies, where we blow the lid off “blah blah blah” marketing and reveal the remarkable tale of JTECH's restaurant pager breakthrough. Learn the power of understanding your customer's top buying criteria, and hear how a profound shift toward the client's perspective can revolutionize the way you do business. This is an expedition through the emotions that tie a client to a company, where trust and personal connection transcend transactional relationships. Discover why testimonials echo the heart of what customers most value, and we sift through Jaynie's “Relevant Selling” strategies for gathering genuine client feedback—without breaking the bank. Jaynie's expertise offers an arsenal for any business ready to level up. Whether you're an entrepreneur or a seasoned business leader, this episode is full of strategies to ensure your company stands out and strikes a chord with every customer it serves. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt smartadvantage.com jayniesmith.com www.linkedin.com/in/jayniesmith www.amazon.com/dp/0385517092/ref=as_li_tf_til?tag=smaadvinc-20&camp=14573&creative=327641&linkCode=as1&creativeASIN=0385517092&adid=0M35TK2H8FBV9B3E9S43& 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.

Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. Discover how mastering connections is about finding love and inspiring teams, retaining employees, and revolutionizing customer engagement. From the power of presentation skills to the challenges “accidental managers” face, we delve into the importance of leadership development and the influence of strong relationships at the core of successful businesses. Venture with us into online dating, where the swipe-right culture has more in common with customer service than you might think. We analyze dating app design and the influence of e-commerce principles on our interactions, questioning if our quest for love is turning into a transactional game. Lakshmi and John unpack the generational shifts in dating culture, from Gen Z's technological prowess to the diverse experiences of those aged 45 to 59, and how these differences shape relationships in both personal and professional scenarios. As Lakshmi and John’s conversation comes to a close, we explore rapport-building and its resemblance to professional networking. The discussion spans the emotional investment involved in dating apps, the power of the “get to” philosophy in personal and work life, and crafting effective communication. We share tips for elevating your social presence at events and valuing every interaction. If you're ready to revolutionize how you connect with others and elevate your leadership game, this episode promises to arm you with strategies and a fresh perspective. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt www.thelaterdatertoday.com www.lakshmirengarajan.com www.linkedin.com/in/lakshmi-rengarajan-she-her-077b3aa 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.

Unleash the full potential of your customer service team and lead your business to new heights with Scott Greenberg, the acclaimed author, and former Edible Arrangements franchisee, as he shares his playbook for excellence in leadership. On this episode of The Customer Service Revolution, prepare to change your understanding of team dynamics and customer experience as we explore Scott's path from motivational speaking to hands-on business ownership. With anecdotes from the aviation industry's latest service strategies to powerhouses like Disney and Chick-fil-A, we uncover what it means to cultivate a culture where employees work and thrive. Navigate the complexities of today's generational workforce, examining hourly workers' transient but critical contributions and the evolution of “hustle.” Scott's insights into taking a nuanced approach to managing diverse teams challenge the preconceptions about younger generations and highlights the value of adaptability and genuine leadership. We explore the nitty-gritty of developing leaders internally, the downsides of “accidental managers,” and the impact of investing in growing your managerial team to drive your business forward. Step into a masterclass on creating a high-performing work environment that leaves a lasting impression on your customers and every employee. From the art of the interview process to treating employment as a “paid internship,” we reveal the strategies that turn employees into passionate brand ambassadors. Scott highlights addressing the soft needs of team members, shaping job experiences to resonate on an individual level, and how to make company values actionable on the front line. This episode is a resource for anyone looking to elevate their leadership and create a second-to-none customer service culture. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt www.linkedin.com/in/scott-greenberg-1b17539 scottgreenberg.com www.amazon.com/Stop-Shift-Show-Struggling-Top-Performing/dp/1642011622 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.

When a child's future seems etched by adversity, the power of a dream can be revolutionary. On this episode of The Customer Service Revolution, Katie Eichenauer of Believe in Dreams joins John. We unwrap the emotions of transforming childhood trauma into triumph. Their discussion ventures into the stories of children rising above their circumstances, revealing how Believe in Dreams intertwines life-changing experiences with educational opportunities, fostering a belief in brighter futures for these remarkable young dreamers. This episode is proof of the resilience of the human spirit and the communities that rally to uplift it. We celebrate Believe in Dreams' 10th anniversary, marking a decade of dreams made real, from VIP events to therapeutic horseback riding. The stories of dreamers and alums illustrate the customized care and lasting connections that go beyond the fulfillment of a single dream. Hear the profound impact of community support, volunteer dedication, and the upcoming gala that promises to ensure the continuation of this vital mission. Finally, we reflect on the true measure of success. Looking beyond the veneer of professional achievements, we acknowledge the real heroes who may not make headlines but make a difference in the lives of children. These stories underscore the importance of reshaping the legacies we leave. With Believe in Dreams, we're not just changing lives—we're redefining what it means to dream and achieve. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcastthedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-onlinethedijuliusgroup.com/blogthedijuliusgroup.com/my-cxtbelieveindreams.orgbelieveindreams.org/upcoming-eventsbelieveindreams.org/nod2023believeindreams.org/get-involvedwww.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.

Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success. This episode of The Customer Service Revolution peels back the layers of customer experience, highlighting how a 5% uptick in retention might skyrocket profits by an astounding 75%. We contrast the effectiveness of different lead types, emphasizing the value of nurturing your existing customer base. Trailblazing the path to the top, Lisa Lutoff-Perlo, Vice Chairman of External Affairs for Royal Caribbean Group and former President and CEO of Celebrity Cruises, joins us to share her ascent from a sales role to the pinnacle of leadership, shattering industry norms along the way. Lisa's story underscores the importance of mentorship, the unexpected push toward marketing, and a pivotal conversation with an executive coach that sparked her climb. Her journey underscores the power of intrinsic drive and a quest for excellence, offering young women a beacon as they carve their paths in leadership. John and Lisa reflect on the rollercoaster of emotions and challenges Lisa faced, from pre-pandemic peaks to resilience during the cruise industry’s bleakest moments. Her departure after 39 years marks not just an end but the start of new adventures. We explore her book, “Making Waves,” a chronicle of courage, leadership, change, and sports fandom's influence on personal identity. Through Lisa's story, we celebrate the spirit of courage and its ripple effect, empowering others to achieve beyond their wildest imaginations. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcastthedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-onlinethedijuliusgroup.com/blogthedijuliusgroup.com/my-cxtthedijuliusgroup.com/project/presentation-skillslisalutoffperlo.com www.amazon.com/Making-Waves-Womans-Smarts-Courage/dp/1637744803www.linkedin.com/in/lisa-lutoff-perlowww.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.

Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers? Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative. Shanif's insights illuminate the need for cross-departmental collaboration, and we explore AI’s role in propelling businesses forward, ensuring the human touch remains at the core of customer relationships. Imagine the sheer power of AI in redefining retail strategy and the fear that it could replace those who ignore its potential. Shanif and John navigate the sweeping influence of generative AI across business landscapes, from salons crafting persuasive ad copy to spas managing appointments with sublime precision. AI handling customer inquiries prompts a discussion on the balance between embracing technological advancements and preserving the human element in nurturing customer bonds. Wrapping up the conversation, Shanif and John offer advice for businesses embarking on their AI journeys. From the simplicity of leveraging tools like ChatGPT to the more intricate decision of building in-house or outsourcing AI solutions, Shanif and John outline a path for companies like Locusive to streamline customer success. This episode isn't just about AI's potential; it’s a deep dive into the confluence of technology and humanity in customer service. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcastthedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-onlinethedijuliusgroup.com/blogthedijuliusgroup.com/my-cxtthedijuliusgroup.com/project/presentation-skillswww.locusive.comwww.linkedin.com/in/shanifdhananitwitter.com/shanifshanif@locusive.comwww.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.

Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company culture and employee morale. In this conversation, join John and Franco Greco of NewDay USA as we unravel the ethos of exceptional customer service and how it's redefining success. Listen as Franco shares his innovative strategies for engaging with the millennial and Gen Z workforce, highlighting the impact of these dynamic generations on a company's growth trajectory. This episode explores the changing landscape of recruitment and training, focusing on the untapped potential of hiring older employees. As we navigate the nuances of generational differences in the workplace, we uncover how NewDay USA's shift in hiring practices has leveraged the rich experience of seasoned professionals to strengthen their teams. Additionally, we touch on the effect of remote work on the industry, revealing the challenges and triumphs of adapting to new modes of career development and client communication. The art of leadership and the strategic cultivation of future leaders take center stage as we discuss fostering a cohesive team and enhancing the veteran experience in the mortgage market. Hear how NewDay USA's commitment to customer experience and leadership development has been instrumental in creating a robust corporate culture and improving client retention. From managing client communication to balancing work and life, this episode is packed with actionable advice for business leaders aiming to create a lasting impact in their industries. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt thedijuliusgroup.com/project/presentation-skills 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.

Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen. On this episode of The Customer Service Revolution, we cover Matt's journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care. We uncover the necessary ingredients for becoming a brand that customers cannot live without, from the art of presentation skills in leadership to fostering a culture where every team member feels empowered to perform acts of kindness. As we unravel the leadership and personal growth narrative, John shares his experience of taking a sabbatical and the profound clarity it brought to his life. The importance of work-life balance and investing in yourself takes center stage, outlining how these principles are integral for individual well-being and cultivating a supportive business environment. The conversation delves into the emotional toll leadership can take and how embracing vulnerability leads to stronger community ties, exemplified by Matt Jensen Marketing's hands-on approach to healthcare marketing. John and Matt touch upon the African philosophy of Ubuntu, which underpins the essence of our interconnectedness and shared responsibility. This discussion reveals the role of customer service and personal development in business success. It's an invitation to go beyond transactional relationships and create an environment where personal growth is celebrated, and the human element is revered in business. Join John and Matt and join the revolution, bridging the gap between exceptional customer experience and leadership authenticity. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt thedijuliusgroup.com/project/presentation-skills mjmexperience.com matt-jensen.com vancethompsonvision.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.

From his time in the military to the courtroom, Alex Gertsburg has navigated a path that's as inspiring as instructive. In this episode of The Customer Service Revolution, Alex, the managing partner of Gertsburg Licata Law Firm, joins John to share his journey and how it's shaped his approach to leadership and customer service. His transition from the discipline of military life to the rigor of law practice underscores the value of integrity and presentation skills, not just in the courtroom but in every interaction with clients and colleagues. Their conversation reveals that the secret to standing out in professional services isn't just about being the best; it's about making your clients feel like they're the most important part of your day. Negotiation isn't just an exchange of terms; it's an art form that hinges on empathetic listening and understanding clients' true motivations. Alex walks us through the nuances of reaching beyond the surface and fostering connections that lead to meaningful outcomes for all parties involved. Listening is an essential skill often overlooked in today's fast-paced business world. And it's not just about legal battles; John and Alex’s discussion on Alex's book “The Lawsuit-Free Company” provides action items for business owners to proactively safeguard their operations through a preventive legal strategy, ultimately saving time, stress, and resources. In the final segments of the discussion, John and Alex explore the power of personal development practices like meditation, annual sabbaticals, and going the extra mile for customers. Alex's story of orchestrating a manicure for a client when the schedule was packed is a testament to our ethos—creating outstanding moments for every customer every time. It's not just about the service provided, but the experience remembered. Tune in for an episode filled with stories and strategies that promise to revolutionize how you approach customer service and professional growth. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcastthedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-onlinethedijuliusgroup.com/blogthedijuliusgroup.com/my-cxtthedijuliusgroup.com/project/presentation-skillswww.GertsburgLicata.com Alex’s book The Lawsuit-Free Company LinkedIn blogwww.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.

When sales guru Morné Smit sits down to chat, you know it's time to take notes. His journey from a humble sales start to revolutionizing company growth is nothing short of inspiring, and that's precisely what we get into in this episode. On this episode of The Customer Service Revolution, with Morné at the helm, we explore the legacy of mentorship as he takes on Jack Daly's intellectual property in Europe, illustrating just how invaluable such relationships are in business. Prepare to revolutionize your approach to sales and marketing as we synthesize the two into a powerhouse duo. Morné's mantra, “Master sales, guarantee growth, and predict success,” lays the groundwork for our discussion on fostering a collaborative culture, rejecting the outdated competitive models, and homing in on the markets that matter. We delve into strategies for crafting sales techniques that resonate in today's oversaturated market, emphasizing the importance of thoughtful questioning and the art of listening to forge authentic connections. Building a triumphant sales team is an art form in itself, and in this episode, we share the blueprint. Learn why maintaining a “virtual bench” of potential recruits could be your next game-changer and how to spot candidates who bring more than just a polished resume to the table. Plus, we're looking ahead, equipping you with tactics to empower your sales force for 2024, including the development of a killer sales playbook and a vision for the future that will have your team primed for success. Don't miss this masterclass in sales strategy, where we lay out the roadmap to growth for your company. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcastthedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-onlinethedijuliusgroup.com/blogMornensmit.comEmerseSales.comTakeAction@emersesales.com Follow Morné on Linkedlnwww.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.

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone's day and the subtle nuances that turn a service mishap into a triumph. John and Tom’s discussion covers the revitalization of Wilson, Arkansas, all the way to the deep connections forged by personal touches in customer interactions. Tom Smith is a virtuoso of the customer experience and shares his wisdom on cultivating unforgettable moments. Hear how small, thoughtful actions can ripple through a person's life as we explore the role of “daymakers” in business. This episode is a heartfelt reflection on the power of empathy and understanding in service delivery, demonstrating how every employee can embody the luxurious touches that define our industry. As we wrap up, John shares wisdom from his writing and hospitality adventures, offering guidance on transforming client losses into learning experiences. He even reveals his “word of the year” as a navigational star for personal growth. Whether you're a customer service enthusiast or a business professional seeking to elevate your craft, this episode will leave you inspired and ready to spark your own revolution in the art of service. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcastthedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-onlinethedijuliusgroup.com/blogwww.wilsonarkansas.comwww.linkedin.com/in/tom-smith-ceo-inviteonlywww.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.

When Michael Caito rolled up his sleeves to launch Restaurants on the Run with just $6,000, he was scripting what would become an entrepreneurial odyssey—a $40 million revenue behemoth that caught Grubhub's eye. On this episode of The Customer Service Revolution, sit down with us as Michael reveals the inner workings of his success, where exceptional customer service and a steadfast dedication to employee engagement weren't merely buzzwords but the cornerstone of a culture that catapulted his startup to the big leagues. But this conversation is more than just a tale of scaling a business; it's a deep dive into the ethos that underpins enduring success. Hear how Benson Kearley IFG's “Ford monthly allowance” initiative isn't just changing the way businesses interact with clients; it’s redefining them. From celebrating customer milestones to fostering a vibrant work culture, we explore the practices that can make the difference between a satisfied customer and a lifelong advocate and between a good and great workplace. This episode wraps up with personal reflections that go beyond the boardroom. As a father and husband, John peels back the layers on the mantras that steer his life—cultivating a growth mindset, cherishing family, and embracing the “mommy evacuations” that keep the home front happy and whole. And as we touch on the art of giving in relationships, we're reminded that success, whether in business or life, often comes down to the generosity we extend without expectation. Join us for a session where the currency of relationships takes center stage, and we measure the return on investment in more than just dollars and cents. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcastthedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-onlinethedijuliusgroup.com/blogbetterbookclub.commapconsulting.comwww.instagram.com/mapcaitowww.youtube.com/watch?v=wALh23YHB_kwww.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.

Have you ever wondered how businesses achieve that coveted synergy between their frontline staff and the expectations of their customers? On this episode of The Customer Service Revolution, Christopher Wallace, the co-founder and president of InnerView Group, joins John to unravel the secrets behind a customer service revolution taking the corporate world by storm. Through the lens of Christopher's extensive sales and marketing expertise, they discuss how the Employee Service Aptitude Test (ESAT) plays a pivotal role in empowering employees to deliver unparalleled customer experiences and why continuous innovation and learning are the bedrock of customer satisfaction. Imagine walking into a store where your every need is met and anticipated. That's the future Christopher envisions as he and John navigate the intricacies of aligning marketing promises with real-time customer interactions. They dissect the complexities of B2B2C relationships, using examples from the auto industry. They also introduce the groundbreaking InFront platform, designed to ensure that the narrative spun by marketing teams is the reality customers encounter, enhancing the overall brand experience. In their wrap-up, Christopher and John contrast the concepts of employee engagement and brand alignment, tapping into the magic that businesses like Apple and Southwest Airlines have mastered. It's not just about having content employees but about instilling a profound connection with the company's values. They delve into the importance of leadership in nurturing this alignment for strategic success. Then, reflecting on the essence of an extraordinary life, Christopher and John share personal insights on community, mentorship, and the high-value relationships that have shaped their personal and professional paths. Tune in for an episode that's as much about revolutionizing customer service as about living a life marked by impact and character. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcastthedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-onlinethedijuliusgroup.com/blogcwallace@innerviewgroup.comwww.linkedin.com/in/christopherewallacewww.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.

Prepare for an enlightening conversation on how artificial intelligence (AI) is revolutionizing customer service and creating a significant competitive advantage! On today’s episode of The Customer Service Revolution, John’s guest, Aurélien Coq, an astute product manager at Eskers, will share how AI automation liberates customer service professionals from monotonous tasks and empowers them with new skills to handle complex scenarios. This insightful session is packed with best practices for fostering a customer-centric culture that can radically transform your business. This episode doesn't shy away from the misconceptions, risks, and fears associated with AI. John and Aurélien’s discussion candidly addresses the belief that AI may replace human jobs. Instead, we highlight how AI is changing the nature of jobs and freeing humans to concentrate on high-level tasks. We also explore the practical uses of AI in customer service support, especially in B2B businesses - unpacking the history, the present, and the potential future of this game-changing technology. And finally, we land on the most pertinent question – how does AI impact our daily lives? Drawing from Aurélien Coq's deep knowledge, we discuss the importance of human supervision in AI implementation and the need to consider risks like data privacy. The episode wraps up with an inspiring chat on the power of passion and enthusiasm in overcoming struggles and achieving success. We hope to leave you with a sense of empowerment inspired by the stories of famous individuals who persevered through challenges. Here are just a few takeaways: Resources Mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcastthedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-onlinethedijuliusgroup.com/blogbetterbookclub.comwww.linkedin.com/in/aureliencoq www.esker.com/business-process-solutions/order-cash/customer-service-automation/ai-in-customer-servicewww.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.

When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service? On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us. We meander through Johnni's wrestling journey, his transformation into an entrepreneur, and the creation of his vibrant social media presence. We'll reveal how his experiences in wrestling influenced his understanding of customer service and how he molded his identity besides being just John’s son. We don't stop there. Life is never a straight road, and John and Johnni’s conversation takes us through the concept of "pronoia," the belief that the universe conspires in our favor. We'll share a light-hearted and inspiring story about Dwayne "The Rock" Johnson and discuss how unexpected life events can lead to even better outcomes. We'll also delve into Johnni's shift from wrestling to coaching, an unexpected twist that brought him immense satisfaction - and his take on life - living on his terms, finding the balance between selflessness and self-care, and the joy that comes with it. John and Johnni also discuss extreme sports, social media, and storytelling. We'll take you through Johnni's journey in monetizing social media and his passion for inspiring others through his content. We also reflect on the growth aspect of life, the importance of family support, and the value of a positive attitude in overcoming life's challenges. Tune in for a conversation filled with humor, wisdom, and inspiration. Here are just a few takeaways: Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcastthedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-onlinethedijuliusgroup.com/blogwww.livenotmrw.comwww.tiktok.com/@johnni.dijuliuswww.instagram.com/johnnidijuliuswww.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.