Summary:

In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the six key areas that separate good companies from iconic brands. They explore the importance of physical experience, atmosphere, ease of doing business, technical excellence, operational details, and hospitality in creating customer evangelists. The conversation emphasizes the need for companies to excel in all areas to build brand loyalty and provide a seamless customer experience. John shares insights on how to audit these components and the significance of training employees in hospitality to enhance customer interactions.

Takeways:

• To create customer evangelists, excel in six key areas.
• Physical experience often gets overlooked until it's a problem.
• Atmosphere can transform emotional connections to brands.
• Ease of doing business is crucial for customer satisfaction.
• Technical excellence should be a differentiator, not just a requirement.
• Operational details are often invisible but impactful.
• Hospitality is about how you make customers feel valued.
• Training for hospitality is often undervalued in organizations.
• Regular audits of customer experience components are essential.
• Improving one area can lead to quick wins in customer loyalty.

Chapters:

00:00Introduction to Customer Experience Excellence 01:28The Six Key Areas of Customer Experience 04:13The Importance of Physical Experience 05:55Creating Atmosphere: The Emotional Connection 10:55Functional Ease: Making Business Simple 12:06Technical Excellence: Beyond Competence 13:39Operational Details: The Invisible Backbone 17:23The Role of Hospitality in Customer Experience 21:45Training for Hospitality: Bridging the Gap 24:49The Interconnectedness of the Six Components 30:17Auditing Customer Experience 32:19Quick Wins for Customer Loyalty 34:50Creating Customer Evangelists: The Challenge   This episode is sponsored by The Customer Experience Executive Academy.  Learn more here

 

Links:

Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent!

Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask

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:  https://thedijuliusgroup.com/shop/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts:  [email protected] , [email protected]

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Summary:

In this episode, John R. DiJulius III and Denise Thompson discuss the importance of taking time for personal growth through sabbaticals, the evolving job market dynamics leading to a trend of loyalty among employees, the stark contrast in compensation between CEOs and average workers, and the philosophy surrounding wealth and generosity. They explore how societal expectations and corporate practices shape our understanding of success and responsibility.

Takeways:

• Taking a sabbatical can lead to personal and professional growth.
• The job market is shifting towards valuing employee loyalty over job hopping.
• CEO compensation has drastically outpaced worker wages, raising concerns about corporate greed.
• Generosity and giving back can lead to a more fulfilling life than hoarding wealth.
• The concept of stakeholder capitalism is gaining traction but lacks meaningful implementation.
• Economic trends show that staying in a job may now be more beneficial than switching for higher pay.
• The disparity in wealth distribution is a pressing issue that needs addressing.
• Corporate practices often prioritize shareholder wealth over employee welfare.
• Generosity should be a priority for those who have achieved financial success.
• The conversation around wealth and its responsibilities is evolving.

Chapters:

00:00The Importance of Sabbaticals 11:52The Shift from Job Switching to Job Loyalty 20:46Corporate Greed and Stakeholder Theory 22:00The Profitability Dilemma 23:25The Billionaire Question 26:26Stakeholder Capitalism: A Shift in Focus 27:44The Reality of Corporate Promises 28:47Generosity vs. Greed 31:20The Pursuit of Happiness and Wealth 33:35The Impact of Wealth on Society   This episode is sponsored by Fin.  Learn more at Fin.ai/csrevolution

Links:

Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent!

Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask

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:  https://thedijuliusgroup.com/shop/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts:  [email protected] , [email protected]

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Summary:

In this episode of the Customer Service Revolution, Denise Thompson and John DiJulius discuss the changing landscape of customer service, particularly focusing on Southwest Airlines. They explore how the airline, once a leader in customer satisfaction, is facing challenges due to management decisions prioritizing profits over customer experience. The conversation delves into the importance of employee engagement, the impact of negative cues in customer interactions, and the need for businesses to maintain a customer-centric approach to thrive in a competitive market.

Takeways:

• Southwest Airlines was once a leader in customer service.
• The airline's profitability has declined due to management decisions.
• Happy employees lead to happy customers.
• Negative cues can significantly impact customer experience.
• The language used in customer interactions matters.
• Management's paranoia can lead to overly strict policies.
• Companies built on customer experience tend to outperform others.
• The tone of voice in customer service is crucial.
• Southwest's shift from open seating to assigned seating reflects broader industry trends.
• Customer service strategies must evolve to maintain relevance.

Chapters:

00:00Introduction and Overview of Customer Service Revolution 02:00The Evolution of Southwest Airlines 04:18Profitability and Customer Experience 09:25Negative Cues in Customer Service 16:45Conclusion and Final Thoughts   This episode is sponsored by Fin.  Learn more at Fin.ai/csrevolution

Links:

Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent!

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:  https://thedijuliusgroup.com/shop/

Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts:  [email protected] , [email protected]

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Summary:

In this episode of the Experience Revolution podcast, host Dave Murray speaks with Katie Osborne, co-owner and vice president of marketing for Alpenhaus. They discuss the evolution of Alpenhaus, a family-run business that has expanded from a ski shop to a retailer of various outdoor fun products. Katie shares insights on the importance of customer experience, the tools and processes they have implemented to enhance service, and how they engage employees in this mission. The conversation also touches on the significance of recognition and awards, the impact of the Customer Experience Executive Academy (CXEA), and the continuous improvement mindset that drives Alpenhaus forward. Katie offers valuable advice for newcomers to the customer experience field, emphasizing the need to start small and focus on pain points.

Takeways:

• Alpenhaus has evolved from a ski shop to a diverse outdoor retailer.
• Customer experience is woven into the fabric of Alpenhaus.
• Tools and processes are essential for delivering great customer experiences.
• Engaging employees through videos and role-playing enhances service standards.
• Recognition of employees for service excellence is crucial.
• CXEA provided valuable insights and tools for success.
• Continuous improvement is necessary for maintaining high standards.
• Internal communication plays a key role in reinforcing customer experience.
• Anecdotes of exceptional customer service highlight the company's commitment.
• Starting with small, manageable changes can lead to significant improvements.

Chapters:

00:00Introduction to Alpin Haus and Its Journey 02:41The Importance of Customer Experience 05:22Tools and Processes for Success 08:13Engaging Employees in Customer Experience 11:23Recognition and Awards for Service Excellence 14:05The Impact of CXEA on Alpenhaus 16:54Continuous Improvement in Customer Experience 19:30The Role of Internal Communication 22:25Anecdotes of Customer Service Success 25:08Future Plans for Customer Experience 28:02Advice for Newcomers to Customer Experience  

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:  https://thedijuliusgroup.com/shop/

Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts:  [email protected] , [email protected]

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Summary:

In this episode of the Experience Revolution podcast, host Dave Murray speaks with Kevin Shipley, Associate Vice President of Community Engagement at Gulf Coast Blood. They discuss the evolution of donor experience at Gulf Coast Blood, emphasizing the importance of empathy, leadership support, and innovative training methods. Kevin shares insights on how the organization has successfully increased donor retention and engagement through strategic initiatives, including the use of Net Promoter Score (NPS) for both donor feedback and employee recognition. The conversation highlights the significant impact of a strong donor experience on saving lives and sustaining organizational growth.

"Great donor experience helps save lives."

Chapters:

00:00Introduction to the Experience Revolution 01:58Growth in Donor Experience at Gulf Coast Blood 06:32Impact of Empathy on Donor Retention 09:25Challenges in Donor Retention and Engagement 12:14Leadership Changes and Sustaining Initiatives 14:08Integrating Customer Experience into Training 17:07Celebrating Donor Milestones 18:51Measuring Success with NPS 22:26Using NPS for Employee Recognition 33:09Conclusion and Future Outlook

Summary   In this episode of the Customer Service Revolution podcast, Denise Thompson interviews Dave Murray, VP of consulting for the DiJulius Group. They discuss the critical connection between employee experience and customer experience, the challenges of accidental management, and the importance of a strong recruiting and onboarding process. Dave shares insights from his book, 'The Employee Experience Revolution,' emphasizing the need for organizations to focus on internal culture to drive external success. The conversation also touches on the evolving expectations of employees, particularly regarding work-life balance, and previews upcoming workshops aimed at improving recruitment and onboarding practices.   Takeaways

• Employee experience directly impacts customer experience.
• 82% of managers are accidental managers, lacking training.
• Transforming internal culture can lead to better customer service.
• Companies must focus on consistent management practices.
• Recruiting processes should reflect company culture and values.
• Onboarding is a critical opportunity for engagement.
• Work-life balance is increasingly important for employees.
• Organizations need to proactively manage their culture.
• Effective training for managers is essential for retention.
• Creating a memorable experience starts from the first contact.

Sound Bites

• "82% of managers are accidental managers."
• "Two minutes to 12 seconds is a big difference."
• "We want to be selective in our hiring."

Chapters 00:00Introduction to Customer Experience and Employee Engagement 01:58The Need for Employee Experience Revolution 05:01Transforming Customer Experience through Employee Engagement 09:36Attracting and Retaining Top Talent 13:58The Importance of a Positive Recruiting Experience 17:39Creating Growth Opportunities for Employees 22:26The Importance of Structured Training 24:17Creating a Memorable Recruiting Experience 27:06Attracting Candidates: Company Culture and Reputation 31:04Work-Life Balance and Generational Expectations 34:18Enhancing the Onboarding Process 37:35Applying Recruitment Strategies to Educational Institutions  

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:  https://thedijuliusgroup.com/shop/

Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts:  [email protected] , [email protected]

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Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the importance of creating an above and beyond culture in customer service. They explore how empowering employees, defining what above and beyond means, and overcoming fears can lead to exceptional customer experiences. The conversation also covers various types of above and beyond opportunities, the significance of anticipatory service, and the role of storytelling in fostering a culture of excellence. The episode concludes with insights on celebrating above and beyond stories to inspire and motivate employees.   Takeaways

• Creating an above and beyond culture benefits both customers and employees.
• Above and beyond is defined as doing something unexpected for customers or coworkers.
• Empowering employees is crucial for fostering a culture of service excellence.
• Fear of repercussions can prevent employees from going above and beyond.
• Storytelling can inspire employees to recognize and act on service opportunities.
• Anticipatory service involves identifying customer needs before they arise.
• Service recovery can enhance customer loyalty when handled well.
• Celebrating above and beyond stories motivates employees to strive for excellence.
• Leaders must model the behavior they want to see in their employees.
• A culture of service excellence requires ongoing training and recognition.

 

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

Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts:  [email protected] , [email protected]

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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]

Subscribe

We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.