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Can frontline employees truly revolutionize customer service?
On this episode of The Customer Service Revolution, we uncover the insights shared by shuttle bus drivers in a unique focus group, revealing the crucial role of those on the frontlines in gathering and acting on customer feedback. John DiJulius, Chief Revolution Officer, emphasizes the power of regular focus groups with customer service representatives to continuously enhance service quality. We also welcome renowned customer service expert Shep Hyken, who shares groundbreaking findings from his latest research study, Achieving Customer Amazement (ACA).
John and Shep’s conversation dives deep into the shifts in customer satisfaction, particularly in the wake of the pandemic. We explore how the American Customer Satisfaction Index (ACSI) has fluctuated and why excellent service remains indispensable in B2B and B2C contexts. Real-world examples illustrate how even industries bound by long-term contracts must prioritize customer experience to sustain their business. Shep Hyken’s insights on customer loyalty and the importance of friendly, knowledgeable staff offer essential takeaways for any business leader aiming to thrive in today's competitive environment.
As we look to the future, John and Shep discuss the evolving role of AI in customer service. With 62% of customers expecting AI to become a primary service mode, we examine why current self-service options often fall short and how businesses can better implement AI technologies. Addressing concerns around privacy and job displacement, we highlight that AI will likely shift roles rather than eliminate them, maintaining the human touch that is vital for exceptional customer experience.
Tune in for a thought-provoking episode that challenges conventional wisdom and provides strategies for creating exceptional customer and employee experiences.
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
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
hyken.com/research
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.
4.9
1919 ratings
Can frontline employees truly revolutionize customer service?
On this episode of The Customer Service Revolution, we uncover the insights shared by shuttle bus drivers in a unique focus group, revealing the crucial role of those on the frontlines in gathering and acting on customer feedback. John DiJulius, Chief Revolution Officer, emphasizes the power of regular focus groups with customer service representatives to continuously enhance service quality. We also welcome renowned customer service expert Shep Hyken, who shares groundbreaking findings from his latest research study, Achieving Customer Amazement (ACA).
John and Shep’s conversation dives deep into the shifts in customer satisfaction, particularly in the wake of the pandemic. We explore how the American Customer Satisfaction Index (ACSI) has fluctuated and why excellent service remains indispensable in B2B and B2C contexts. Real-world examples illustrate how even industries bound by long-term contracts must prioritize customer experience to sustain their business. Shep Hyken’s insights on customer loyalty and the importance of friendly, knowledgeable staff offer essential takeaways for any business leader aiming to thrive in today's competitive environment.
As we look to the future, John and Shep discuss the evolving role of AI in customer service. With 62% of customers expecting AI to become a primary service mode, we examine why current self-service options often fall short and how businesses can better implement AI technologies. Addressing concerns around privacy and job displacement, we highlight that AI will likely shift roles rather than eliminate them, maintaining the human touch that is vital for exceptional customer experience.
Tune in for a thought-provoking episode that challenges conventional wisdom and provides strategies for creating exceptional customer and employee experiences.
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
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
hyken.com/research
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.
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