Summary:

In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson delve into the art of becoming an indispensable business partner. Discover how to build trust and foster relationships that clients can't imagine living without. From the importance of loving what you do to the power of being a resource broker, learn actionable strategies to elevate your client partnerships. Tune in to explore the evolving ABCs of business and how to always be connecting in today's dynamic landscape.

Takeaways:

• Tipping practices can create frustration for delivery workers.
• AI is reshaping the workforce, but human interaction remains essential.
• Boreout is a significant issue in remote work environments.
• Building strong client relationships is crucial for business success.
• Being a trusted partner means being committed to clients' success.
• Effective communication is key to maintaining employee engagement.
• AI can enhance efficiency but should not replace human connection.
• Understanding clients' goals can lead to better partnerships.
• Transparency in communication fosters trust with clients.
• The ABCs of business have shifted from closing deals to building connections.

Chapters:   00:00Introduction and Summer Heat 00:48DoorDash Tipping Controversy 05:38AI Automation and Job Displacement 11:42Burnout vs. Boreout in the Workplace 15:39Engaging Employees in the Modern Workplace 16:57The Impact of AI on Jobs 17:56Creativity and Conversation in the Age of Technology 19:13Building Trust: The Bomb Shelter Concept 21:56Becoming an Indispensable Partner 23:48Transparency and Difficult Conversations 25:01Being a Resource Broker for Clients 26:27Educating vs. Selling: A New Approach 29:42Commitment to Client Success 31:52The Shift from Closing to Connecting  

Links

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Books

Contacts:  [email protected] , [email protected]

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Summary

In this conversation, Denise Thompson and John DiJulius III explore the evolving landscape of customer experience and consulting. They discuss the challenges faced by young adults in social interactions, the state of customer experience in America, and the importance of co-creation in consulting. The conversation also highlights the need for executive sponsorship in consulting projects and the significance of identifying red flags in consulting relationships. Additionally, they touch on the impact of leadership on community and the importance of making a difference in the lives of others.

Takeaways

• The importance of social interactions for young adults today.
• Customer experience in America is declining, with a need for improvement.
• Consulting should focus on co-creation and capability building.
• Identifying red flags in consulting relationships is crucial for success.
• Executive sponsorship is vital for the success of consulting projects.
• The zip code a child is born into is a significant indicator of their future success.
• Consultants should ask the right questions to uncover real issues.
• Creating systems for people, not just for companies, is essential.
• Leaders play a critical role in shaping company culture and customer experience.
• Making a difference in the community is a responsibility of leaders.

Chapters

00:00Weekend Reflections: Family and Connection 03:36The Kindness Recession: A Decline in Happiness 07:14Rethinking Consulting: Beyond Transactional Relationships 10:05The Importance of Industry Knowledge in Consulting 12:10Transactional Relationships vs. True Partnerships in Consulting 16:17Creating Capability Over Dependency in Consulting 21:04The Role of Co-Creation in Consulting Projects 23:30Evaluating Consultants: Red Flags to Watch For 27:46The Customer Experience Executive Academy: Building Internal Expertise 33:16The Role of Leadership in Consulting Success 35:59Living an Extraordinary Life: Making a Difference  

Links

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Believe in Dreams: https://believeindreams.org/ 

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Books

Contacts:  [email protected] , [email protected]

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Gen Z Gaze

Summary

In this episode, Denise Thompson and John R. DiJulius III discuss the phenomenon of the 'Gen Z gaze' and its implications for customer service. They explore generational differences in social skills, the impact of technology on communication, and the role of AI in hiring processes. The conversation highlights the importance of essential interpersonal skills in customer service and the growing loneliness epidemic across generations. They also touch on cultural influences on social behavior and the necessity of training in customer-facing roles.

Takeaways

• The Gen Z gaze reflects a struggle with social interactions.
• Every generation shows a decline in customer service skills.
• Technology has led to fewer face-to-face conversations.
• AI in hiring may overlook essential human qualities.
• Curiosity and listening skills are teachable.
• Loneliness is a growing epidemic across all age groups.
• Hiring for personality is crucial for customer service roles.
• Training is essential for developing interpersonal skills.
• Cultural factors influence social behavior and interactions.
• The importance of personal connections in a digital age.

Chapters

00:00Introduction to the Customer Service Revolution 02:39The Gen Z Stare and Its Implications 05:14Generational Differences in Customer Service 07:41The Role of AI in Hiring and Training 10:17Teaching People Skills to Younger Generations 12:38Navigating Personal Interactions in a Digital Age 15:23The Loneliness Epidemic and Its Impact on Society 20:09Generational Perspectives on Technology and Communication 23:56Skills That Matter: Interviewing for the Right Traits 24:42The Importance of Service Aptitude in Customer Service 29:11Hiring vs. Training: What Matters More? 34:03Cultural Influences on Customer Interaction     Related blogs

The Most Effective Way to Train Gen Z on Customer Service : https://thedijuliusgroup.com/051425-training-genz/

The Great Gen Z Gaze: https://thedijuliusgroup.com/071625-great-gen-z-gaze/

Can Introverts Provide Excellent Service?:  https://thedijuliusgroup.com/040225-can-introverts-provide-customer-service/

The Relationship Disadvantaged Epidemic:  https://thedijuliusgroup.com/031925-relationship-disadvantaged-genz/

 

Links

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Books

Contacts:  [email protected] , [email protected]

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From Struggles to Success: John's Journey (Part 2) Summary

This is the second half of the story From Struggles to Success:  John's Journey.  Part 1 can be found here, episode 213. (https://thedijuliusgroup.com/csr-213/). If you have not listened to the first half, we recommend starting there first.  This section picks up where John realizes he may never graduate from college.

In this episode of the Customer Service Revolution podcast, John R. DiJulius III shares his journey from a challenging childhood to becoming a successful entrepreneur. He discusses the impact of his family dynamics, struggles in school, and the role of sports in shaping his character. John reflects on his experiences working at UPS, which became a turning point in his life, leading him to pursue college baseball and eventually entrepreneurship. He emphasizes the importance of hard work, luck, and giving back to the community through his initiative, Believe in Dreams.  

Takeaways

• John struggled with college and faced academic probation.
• His realization about college was tied to marketability.
• Working at UPS changed his life and provided stability.
• He walked onto the baseball team despite previous struggles.
• John's GPA improved significantly, allowing him to play baseball.
• He learned valuable lessons from managing a baseball team.
• His entrepreneurial journey began with a desire to own a business.
• John emphasizes the importance of luck in his success.
• He founded Believe in Dreams to support disadvantaged youth.
• John reflects on the balance of luck and hard work in his life.

Chapters

Part 2 (episode 214) 00:00Academic Struggles and Realizations 01:32The Turning Point: A Job at UPS 06:17The Walk-On Experience: A New Opportunity 11:08The Journey to Graduation 15:33From UPS Driver to Entrepreneur 19:08The Impact of Luck and Hard Work 27:04Giving Back: Believe in Dreams 33:19eservice sign up.mp3   Links   Episode 192:  From UPS Driver to CX Authority. https://thedijuliusgroup.com/csr-192/

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Books

Contacts:  [email protected] , [email protected]

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Summary   In this episode of the Customer Service Revolution podcast, John R. DiJulius III shares his journey from a challenging childhood to becoming a successful entrepreneur. He discusses the impact of his family dynamics, struggles in school, and the role of sports in shaping his character. John reflects on his experiences working at UPS, which became a turning point in his life, leading him to pursue college baseball and eventually entrepreneurship. He emphasizes the importance of hard work, luck, and giving back to the community through his initiative, Believe in Dreams.   Takeaways

• John's childhood was marked by the absence of his father.
• He struggled academically but found solace in sports.
• Sports played a crucial role in developing his leadership skills.
• Working at UPS provided him with financial stability and discipline.
• He walked on to play college baseball after years away from the sport.
• John's experiences shaped his entrepreneurial mindset.
• He emphasizes the importance of luck in his success.
• Giving back to the community is a core value for him.
• He learned valuable lessons from his family dynamics.
• John's journey highlights resilience and determination.

Chapters Part 1 (episode 213) 00:00Introduction to Customer Service Revolution Podcast 02:37John's Early Life and Family Background 05:03The Impact of Family Dynamics on John 07:35School Challenges and Academic Struggles 10:05The Role of Sports in John's Life 12:30Navigating High School and Early Career Aspirations 15:00The Journey Through College and Entrepreneurship 17:59Developing Leadership Skills Through Sports 20:29Reflections on Personal Growth and Identity 30:49Academic Struggles and Realizations Part 2 (episode 214) 33:41The Turning Point: A Job at UPS 39:00The Walk-On Experience: A New Opportunity 44:28The Journey to Graduation 49:28From UPS Driver to Entrepreneur 53:24The Impact of Luck and Hard Work 01:02:09Giving Back: Believe in Dreams   Links   Episode 192:  From UPS Driver to CX Authority. https://thedijuliusgroup.com/csr-192/

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Books

Contacts:  [email protected] , [email protected]

 

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Mastering the Art of Listening Summary

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson discuss the importance of listening in customer service and leadership. They explore recent trends in customer experience, the art of listening, and practical tips for improving listening skills. The conversation emphasizes curiosity, engagement, and the need for leaders to create an environment where everyone feels heard. They also touch on the concept of a 'reality distortion field' and how it can inspire teams to achieve the impossible.

Takeaways

• Listening is a critical skill in customer service and leadership.
• Curiosity drives better conversations and deeper connections.
• Effective listening requires patience and the ability to let others finish their thoughts.
• Leaders should speak last to empower their teams and encourage open dialogue.
• Avoid multitasking during conversations to show respect and engagement.
• Asking probing questions enhances the quality of discussions.
• Listening like you're wrong can lead to better understanding and service recovery.
• Being a trampoline, not a sponge, fosters more engaging conversations.
• Everyone has a story that can provide valuable insights.
• Creating a reality distortion field can help teams achieve extraordinary results.

Chapters

00:00Introduction to Customer Experience and DoorDash's New Policy 05:09The Art of Listening: Self-Assessment and Improvement 09:30Keys to Becoming a Great Listener 14:48The Difference Between Being a Sponge and a Trampoline 20:08Conversation Nevers and Always: Enhancing Listening Skills 22:15Understanding the Ford Concept 23:13The Impact of Call Waiting on Communication 24:41The Importance of Speaking Last in Meetings 29:22The Art of Listening and Its Challenges 38:06Living an Extraordinary Life through Curiosity Links

Contacts:  [email protected] , [email protected]

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Books

 

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Day in the life Summary

In this episode, Denise Thompson and John DiJulius discuss various themes surrounding age, happiness, and the importance of kindness in society. They delve into the findings of the World Happiness Report, highlighting the decline in happiness in the US and the specific struggles faced by young adults. The conversation shifts to the significance of empathy and compassion in customer service, emphasizing the need for organizations to understand their customers better. John introduces the concept of 'Day in the Life' videos as a tool to foster empathy among employees and improve customer interactions. The episode concludes with insights on workshops and resources available for enhancing customer experience.

Takeaways

• The US is experiencing a kindness recession, impacting overall happiness.
• Young adults in the US report the lowest levels of happiness.
• Empathy and compassion are essential in customer service interactions.
• 'Day in the Life' videos can help employees understand customer experiences better.
• Creating empathy within organizations can lead to improved customer service.
• Workshops can provide actionable strategies for enhancing customer experience.
• Understanding customer avatars is crucial for effective service delivery.
• The importance of personal connections in business interactions cannot be overstated.
• Purpose-driven work is increasingly important for younger generations.

Chapters

00:00Celebrating Milestones and Reflections on Age 03:10The World Happiness Report and Kindness Recession 04:56Understanding Young Adults' Happiness Crisis 07:13The Importance of Kindness and Compassion 09:21Creating Empathy Through 'Day in the Life' Videos 14:47Implementing Empathy in Customer Interactions 19:27Crafting Effective 'Day in the Life' Videos 24:13Using Videos for Training and Recruitment 28:26Upcoming Workshops and Resources 31:07CSR_ShowClose.mp3   Links

Day in the Life Template:  https://thedijuliusgroup.com/wp-content/uploads/2025/07/Day-in-the-Life-Template.xlsx

Day in the Life Example:  https://www.youtube.com/watch?v=erbjQ7VF4mU

Contacts to create Day in the Life Video:  [email protected] , [email protected]

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Books

 

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Summary

In this episode of the Customer Service Revolution podcast, John DiJulius discusses the importance of the Customer Experience Action Statement and its role in transforming organizational culture. He explains how this statement serves as a guiding principle for employees in their interactions with customers, emphasizing the need for actionable and measurable goals. The conversation delves into the structure of the statement, the three pillars that support it, and provides examples from various organizations. John also highlights the significance of sustaining the action statement over time and the role of kindness in enhancing customer experiences.

Takeaways

• The Customer Experience Action Statement is crucial for employee engagement.
• It should be actionable and measurable for effective implementation.
• The three pillars of the action statement are expertise, human interaction, and above and beyond service.
• Creating a customer experience action statement involves collaboration and clarity.
• Sustaining the action statement requires ongoing training and reminders.
• Kindness plays a vital role in customer interactions and overall experience.
• Companies should focus on making every moment matter for their customers.
• The action statement should be visible to employees but not advertised to customers.
• Regularly refreshing the action statement keeps it top of mind for employees.
• Customer experience is a continuous journey, not a one-time initiative.

Chapters

00:00Introduction to Customer Experience Revolution 01:56Understanding the Customer Experience Action Statement 06:52The Structure of the Customer Experience Action Statement 11:02Examples of Effective Customer Experience Action Statements 16:13Implementing and Sustaining the Action Statement 20:53The Importance of Keeping It Top of Mind 24:44Final Thoughts on Kindness and Customer Experience   Links

Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/

Books

 

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Summary

In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative 'Moments Matter' initiative. They discuss the framework's three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in client and teammate experiences. Victor shares insights on the ambassador program, the importance of emotional connections with clients, and how the initiative has become a competitive advantage for KeyBank. The conversation emphasizes the ongoing commitment to improvement and the daily efforts required to maintain high standards in customer service.

Takeaways

• Victor Aranda leads the 'Moments Matter' initiative at KeyBank.
• The initiative focuses on client and teammate experience.
• KeyBank's NPS score increased from 57 to 85 in four years.
• An ambassador program was created to empower leaders across the organization.
• Sustaining momentum is crucial for long-term success.
• Emotional connections with clients lead to increased loyalty.
• The initiative is embedded in onboarding and daily operations.
• Inconsistency in service is a major challenge to overcome.
• Continuous improvement is a core value at KeyBank.
• Celebrating small wins helps maintain motivation and focus.

Chapters 00:00Introduction to Moments Matter 02:09Understanding the Moments Matter Framework 05:06Success Metrics and NPS Growth 09:41Implementation Strategies and Ambassador Program 17:35Sustaining Momentum and Consistency 26:10Creating a Competitive Advantage 30:31Emotional Connections and Client Experience 34:45The Daily Commitment to Improvement   Links

KeyBank

Connect with Vistor Aranda

Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/

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Summary

In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical importance of human experience in business, emphasizing that while technology can enhance service, it cannot replace the unique value of personal interactions. He introduces the concept of URX (You Are the Experience) and highlights the decline of people skills across generations, particularly among younger employees who are often 'relationship disadvantaged' due to their upbringing in a digital world. DiJulius advocates for businesses to prioritize training in connection skills and to foster a culture that values meaningful relationships, both internally among employees and externally with customers. In this episode, John DiJulius III and Denise Thompson explore the importance of curiosity in conversations, the significance of personal touches in business relationships, and the philosophy of pursuing greatness. They discuss how focusing on others, listening actively, and finding gifts in every interaction can lead to stronger connections and greater success in both personal and professional realms.

Takeaways

• URX stands for 'You Are the Experience' and emphasizes the importance of employee engagement.
• Technology is easily replicable, but the human experience is unique to each business.
• Companies must prioritize training in people skills for all generations.
• Younger generations are often 'relationship disadvantaged' due to technology.
• In-person interactions are crucial for developing people skills.
• Loneliness affects all generations, not just the young.
• Social media contributes to a decline in real-life social skills.
• Employers play a key role in teaching connection skills to employees.
• The Ford method (Family, Occupation, Recreation, Dreams) helps build rapport.
• Making meaningful connections can significantly impact personal and professional lives. Focus on the other person to build rapport.
• Curiosity is key in conversations.
• Listening is more important than talking.
• Personal touches can enhance business relationships.
• Gifts in conversations can strengthen connections.
• Pay attention to details shared by others.
• Interrupting can hinder effective communication.
• Avoid stealing someone's thunder in conversations.
• Pursuing greatness requires more than just doing your best.
• Achieving greatness is a continuous journey.

Chapters

00:00The Importance of Experience in Business 04:07Building Relationships in the Workplace 09:52The Impact of Technology on People Skills 15:02Teaching Connection Skills in the Workplace 27:35The Journey to Career Choices 30:55The Art of Curiosity in Conversations 34:52Incorporating Personal Touch in Business 38:19Finding Gifts in Every Conversation 42:13The Philosophy of Pursuing Greatness   Links

Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership:  https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia

Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/

 

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