Customer Service Revolution

What is on your paper napkin?

The DiJulius Group Chief Revolution Officer John DiJulius talks with Govindh Jayaraman, a serial entrepreneur for 30+ years, strategic thought leader, bestselling author, and coach for CEOs and entrepreneurs. Govindh has been called “A Modern Day Napoleon Hill” through his Paper Napkin Wisdom platform as he shares the wisdom of the world's top business leaders and innovators. The central premise of “wisdom small enough for a napkin, but big enough to change your world” is the focus of the podcast and his conversations with his guests.

Learn:

• What are the similarities of people who achieved greatness
• How to be a better leader through curiosity and being a great listener
• How to identify the greatness in others
• What techniques do you use to create that safe, introspective space for people to share their insights

 

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

Papernapkinwisdom.com

https://www.linkedin.com/in/govindhj/

Schedule a call to learn more about The DiJulius Group Consulting and Training   Follow and Review:

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Dave Murray, VP of Consulting at The DiJulius Group, discusses three ways to turn your current contact center into a center focused on building and maintaining customer relationships.

Here are the three things we need to focus on:

• Finding Negative Cues—Negative cues exist everywhere when it comes to customer experience, but especially in contact centers. We will discuss where they hide, how to identify them, and how to eliminate them.
• Gathering Customer Intelligence – ensuring your team is actively listening and engaging with your customers is vital. We will discuss best practices and systems you can implement so your team is actively engaged in each call.
• Creating Experiential Standards – in the final step of this session, we will discuss the importance of creating standards that your team members follow to ensure you are delivering a consistent experience to all of your customers.

These three steps will help you create a relationship center in your organization.

 

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

  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.

John DiJulius, Chief Revolution Officer, interviews Matthew J. Weiss, a lawyer, entrepreneur, filmmaker, public speaker, and author. In 2006, Weiss heard a story about an incredible hero who would transform his life. This led him on a six-year journey to make his award-winning film Man in Red Bandana. 

Learn:

• How Matt went from lawyer to filmmaker
• What is the story behind the Man in the Red Bandana documentary
• What can we learn from Welles Crowther

 

Links:

Connect with Matthew on LinkedIn:  https://www.linkedin.com/in/matthewweiss/

Man in the Red Bandana https://www.amazon.com/gp/video/detail/amzn1.dv.gti.72b71ca9-c819-bc8a-da3d-e9949371938c?autoplay=0&ref_=atv_cf_strg_wb

www.matthewweiss.com   

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

  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 episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to a world-class level of client experience, but she has also championed World-Class Customer eXperience Trained (WCCXT) certification for an elite group of 280 companies and created the first-ever CX peer and accountability group that is complemented by continuing education sessions with The DiJulius Group.

Learn:

• How Debi prepared to become a CXO
• How she gets executive buy-in around CX
• How she gets department buy-in around CX
• What Debi has accomplished as the CXO
• How Debi & TMT built a CX certification program for their clients to go through
• What advice Debi would give to an emerging CXO

 

Links:

www.wccxtcertified.com

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

 

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 and Dave Murray, VP of Consulting, discuss how to make sellilng as an experience. Today is all about sameness. Every company, every sales person, account executive says the same thing. We have the best product, we are the smartest, we provide the best customer service and support. When everyone says the same thing and customers can’t tell the difference between your company and your competition, it comes down to the lowest price. Price is something you offer when you have nothing else to distinguish yourself

Learn:

• How to stand out in today’s commoditized sameness
• What the Selling as an Experience Formula is
• How to truly build a relationship and be a resource your clients can’t imagine life without
• How to create a value proposition that will shock your client
• How to educate versus sell
• How to make price irrelevant

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

 

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 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

[email protected]

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