Summary of How to scale a world class culture in your franchise:

Want to know how to franchise a business and maintain world-class culture across thousands of locations? Discover the exact franchise growth strategies that took Anytime Fitness from a single 24-hour gym concept to the #1 fitness franchise in the world—with over 4,000 employees sporting brand tattoos (and they're not even corporate employees).

In this episode of the Customer Service Revolution podcast, John DiJulius interviews Dave Mortensen, co-founder of Purpose Brands—the largest portfolio of fitness, nutrition, and wellness franchise brands generating $3.7 billion in combined revenue across 7,000 locations in 50 countries.

If you're a franchisor struggling with culture consistency, a business owner wondering if franchising is right for you, or a multi-unit franchise operator looking to scale, this conversation reveals the counterintuitive secrets behind building a franchise system so powerful that franchisees' employees willingly get brand tattoos.

What You'll Learn:

• The "Fanchise" model: How to turn franchisees into fans who are emotionally invested in your brand's mission (not just the ROI)—the framework from Dave's new bestselling book Fanchise Your Franchise
• The 5-location rule: Why you should NEVER start franchising until you've proven the concept across multiple company-owned locations (Dave and Chuck owned/flipped 5 gyms before franchising)
• The franchise validation process: How rigorous franchisee selection prevents 99% of future culture problems—"We want franchisees who want to change lives, not just make money"
• Scalable culture systems: The exact playbooks, standards, and training that allow 7,000 locations to deliver consistent experiences without Dave being present
• The PLEASE standards: How borrowing customer experience frameworks from consultants like John DiJulius transformed their service culture into an actionable system
• The tattoo test: When 4,000+ people tattoo your brand on their bodies by choice, you've transcended transactional franchising—here's how to create that level of loyalty

Dave Mortensen's Franchise Journey:

Phase 1: The Consultant Era (Early Career)

• Started in fitness at 21, dropped out of college, worked his way up
• Met business partner Chuck Runyon on similar trajectory
• Started consulting firm helping gym owners with operations, sales, and member experience
• Traveled across US, Canada, Australia, Mexico working with big box and boutique gyms
• Key insight: "People were passionate about fitness but didn't know how to run the business—Chuck and I could drive results AND write it down"

Phase 2: The Operator Era (1995-2002)

• Bought first gym in 1995—the same gym where Dave worked front desk for $4/hour
• Grew it from 400 to 4,000 members, then sold it
• Started buying, remodeling, and flipping gyms successfully
• Owned 5 locations simultaneously at peak
• Key insight: "We said we need to start SHOWING people we know how to do it, not just telling them"

Phase 3: The Franchise Era (2002-Present)

• Opened first Anytime Fitness in 2002 with revolutionary 24/7 model
• Kept consulting firm and big box gym for 3 years, then sold everything to focus on Anytime
• Sold franchise #1 to a member who believed in the concept
• Today: Co-founder of Purpose Brands with 9 franchise brands across 50 countries
• Key insight: "We didn't just franchise a business model—we franchised a mission to change lives"

The Purpose Brands Portfolio:

9 Franchise Brands Under One Umbrella:

• Anytime Fitness (World's #1 fitness franchise)
• Orangetheory Fitness
• The Bar Method
• Waxing the City
• Base Camp Fitness
• SUMHIIT Fitness
• Stronger U Nutrition
• Healthy Contributions
• Provision Security

Total System Stats:

• $3.7 billion combined revenue
• 7,000+ locations
• 50 countries
• 6 million members served
• 4,000+ brand tattoos (just Anytime Fitness)

The Franchise Culture Paradox Explained:

The Problem Most Franchisors Face: "I opened my salon 33 years ago and we were great at customer service because 50% of our staff was me and my wife. Then we grew to multiple locations and the experience tanked because we weren't everywhere." - John DiJulius

How Purpose Brands Solved It: Dave reveals the systems that allow franchisees' employees (not even corporate employees) to line up around the building to get brand tattoos at annual conferences—in the US, New Zealand, Australia, and beyond.

Critical Franchising Insights:

"You don't franchise a business—you franchise a mission" The difference between transactional franchising (buy a territory, make money) and transformational franchising (join a movement, change lives)

"Find the 36-inch travel between talent and passion" Dave's framework for helping franchisees discover if they're in the right business—it's never 100% talent or 100% passion, but finding the balance point

"We want franchisees who want to change lives, not just make money" The franchisee selection criteria that predicts long-term success better than net worth

"Relationships create who we are—you are one of 50-100 that shaped our business" Why Dave credits consultants, mentors, and partners for Purpose Brands' success (including John DiJulius for helping create the PLEASE service standards)

"Create availability for people to find you—it makes it easier to make an impact" Leadership philosophy on accessibility that translates to franchise support systems

When to Franchise Your Business (Dave's Criteria):

✓ Proven unit economics across multiple locations (not just one lucky store) ✓ Replicable systems that someone else can execute without you ✓ Mission-driven model that attracts passionate operators, not just investors ✓ Scalable training that maintains culture as you grow ✓ Clear standards documented in playbooks (the "write it down" principle)

Franchise Growth Strategies That Work:

1. The Consulting-to-Ownership Bridge Dave and Chuck consulted for years before owning, which taught them what works across different markets and models

2. The Flip-and-Learn Model Buying, improving, and selling gyms taught them rapid value creation and what levers drive results

3. The Mission-First Sale First franchise sold to a member who believed in the concept—not a business investor looking for ROI

4. The Playbook Obsession "Write it down"—documenting every procedure so franchisees can execute at scale

5. The Partner Selection Dave: passionate about fitness + talent in business Chuck: passionate about business + talent in operations Perfect complement creates unstoppable partnership

For Corporate/Non-Franchise Businesses:

Question to Dave: "Does someone have to be in the franchise world to engage you? Could KeyBank or another corporate entity learn from you?"

Dave's Answer: "Absolutely. Anyone that wants to develop a culture that is scalable—that they can scale within their system—is something we can be a part of."

Translation: The principles that allow 7,000 franchise locations to maintain culture work just as well for corporate multi-location businesses, distributed teams, or any organization struggling with consistency at scale.

New Book: Fanchise Your Franchise

Third book from Dave Mortensen and Chuck Runyon Core Concept: Transform franchisees from transactional business owners into passionate fans who champion your mission

Who Should Read It:

• Franchisors with 10-100 locations struggling to maintain culture
• Business owners considering franchising but unsure if they're ready
• Multi-unit operators wanting to improve franchisee engagement
• Corporate leaders looking to scale culture across distributed locations
• Anyone building a business that needs to maintain standards without being everywhere

Where to Get It: 4PGuys.com (the "4P Guys"—Dave and Chuck's consulting/speaking platform)

Perfect For:

• Franchisors wanting to scale culture beyond 100 locations
• Business owners evaluating if franchising is the right growth strategy
• Multi-unit franchise operators looking to improve unit consistency
• Fitness/wellness entrepreneurs specifically in gym, boutique fitness, nutrition spaces
• Corporate leaders of multi-location businesses struggling with "employee roulette"
• CEOs who want to understand why some franchise systems thrive while others implode

Key Quotes from Dave Mortensen:

Franchising vs Corporate Growth: "We didn't just franchise a business model—we franchised a mission to change lives. That's why their employees get tattoos, not ours."

Franchisee Selection: "We want franchisees who want to change lives, not just make money. If you're only in it for ROI, you won't survive the hard times."

Talent vs Passion: "You'll never be 100% talented at what you're most passionate about, and vice versa. But when you find the 36-inch travel between the two, you just found your career."

Scalable Leadership: "Chuck and I were absolutely different. Chuck was passionate about the business. I was passionate about fitness. That's what made us unstoppable together."

Helping Others: "If I can help people find what I've been lucky to have—an incredible business partner, a thriving business, a great family—that's my passion now."

Resources Mentioned:

• Book: Fanchise Your Franchise by Dave Mortensen & Chuck Runyon
• Website: 4PGuys.com (consulting, speaking, franchise advisory)
• Purpose Brands Portfolio: 9 franchise brands across fitness, nutrition, wellness, security
• Previous Books: (Two prior books from Dave & Chuck on franchising/business building)

Tactical Takeaways:

For Businesses Considering Franchising:

1. Don't franchise until you've proven the model across 3-5 locations minimum
2. Document every system in written playbooks before selling franchise #1
3. Select franchisees based on mission alignment, not just capital

For Existing Franchisors:

1. Audit: Are you franchising a mission or just a business model?
2. Ask: Would franchisees' employees tattoo your brand? If not, why not?
3. Implement: Customer service standards as action words (like Purpose Brands' PLEASE framework)

For Corporate Multi-Location Leaders:

1. Steal the franchise playbook approach even if you're not franchising
2. Create "write it down" culture so anyone can execute without you present
3. Hire the Dave/Chuck complement—balance technical passion with business acumen

Why This Matters:

Most franchisors struggle to maintain culture past 50 locations. Purpose Brands maintains it across 7,000 locations in 50 countries—and has franchisees' employees tattooing the brand voluntarily.

The difference? They don't franchise businesses. They franchise missions. They don't sell territories. They recruit believers. They don't manage franchisees. They empower fans.

This interview reveals the exact systems, mindsets, and frameworks that create "Fanchises" instead of franchises.

Ready to franchise your business the right way—or scale your existing franchise culture? This episode is your playbook.

Links:

Fanchise Your Franchise, The Book: fanchiseyourfranchise.com

Contact Dave at 4PGuys.com

Purpose Brands: https://www.purposebrands.com/

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

Company Service Aptitude Test: https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/

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

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/

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

Books: https://thedijuliusgroup.com/shop/

Contacts: [email protected] , [email protected]

Chapters:

00:00 Introduction to Purpose Brands and Dave Mortensen 04:11 The Journey of Anytime Fitness 09:35 Building a Franchise System 14:14 Defining Culture and Values 18:46 Connecting Head and Heart in Leadership 21:26 The Entrepreneur vs. Franchisee Mindset 25:42 Benefits of the Franchise Model 26:03 Building a Consistent Franchise System 26:57 The Evolution of Franchise Partnerships 27:31 Defining a Franchise: Passion and Purpose 29:27 The Importance of Emotional Investment in Business 30:44 Identifying the Right People for Your Business 31:28 Key Traits for Successful Team Members 34:06 The Three Golden Rules of Partnership 37:44 Leading Through Crisis: Lessons Learned 46:14 Finding Passion vs. Skill in Business 50:23 Helping Others Create Their Franchise Success

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Summary

Are your rising customer acquisition costs eating into profits while your NPS surveys gather dust? Discover Earned Sales Growth (ESG)—the game-changing customer experience metric that tracks how much revenue comes from customers you've earned through loyalty and referrals versus customers you've bought through advertising.

In this episode of the Customer Service Revolution podcast, customer experience expert John DiJulius reveals why traditional surveys are broken (response rates now in single digits) and introduces the Return on Experience (ROX) Dashboard—a proven system that directly links CX investments to measurable revenue growth.

What You'll Learn:

• Why NPS is failing: Survey fatigue has crashed response rates, and founder Fred Reichheld now advocates for Earned Growth Rate instead
• The ESG formula: How to calculate what percentage of your revenue comes from repeat customers and referrals vs. paid advertising
• Real results: How injury attorney firm Carter Mario increased earned growth from 30% to 68% in 5 years—slashing advertising costs by half
• Hot vs. cold leads: Why referred customers (hot leads) close faster, spend more, and have zero price sensitivity compared to ad-driven prospects
• Implementation guide: The CRM requirements and tracking systems needed to measure ESG by department, location, and individual employee
• The 3-lead framework: Understanding cold (outbound), warm (ad-driven), and hot (referral) customers and their dramatically different close rates

Key Takeaways:

"Discount is the tax you pay for having an average experience. Are you a coupon away from losing your customers?" - John DiJulius

• Companies spending 6-7% of revenue on advertising could cut that to 3.5% by focusing on earned growth
• Top customer experience companies consistently outperform the S&P 500 in stock performance
• Every employee should know their personal ESG score and be held accountable to it
• ESG works across industries—even businesses without repeat customers (injury attorneys, funeral homes, car dealers) can leverage referrals

Perfect For:

• Customer Experience Directors and VPs
• Chief Customer Officers
• Marketing leaders tired of rising CAC
• CEOs and CFOs seeking measurable CX ROI
• B2B and B2C service businesses with CRM systems

Featured Resources:

• Customer Experience Executive Academy (CXEA) 12-month certification program
• Return on Experience (ROX) Dashboard framework
• ROX Template
• Interview with Fred Reichheld on "Winning on Purpose"
• Carter Mario personal injury attorney case study

Stop measuring intent. Start measuring impact. Learn how to build a business that compounds in equity, not effort, by tracking the one metric that proves your customer experience is actually working.

Links:

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

Company Service Aptitude Test: https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/

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

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/

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

Books: https://thedijuliusgroup.com/shop/

Contacts: [email protected] , [email protected]

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Summary:

Want your frontline employees to consistently deliver wow moments—not just when they feel like it? Discover the proven DiJulius Group methodology that transforms random acts of kindness into designed, trained, and repeatable customer experiences that build emotional connection and loyalty at scale.

In this episode of the Customer Service Revolution podcast, customer experience expert John DiJulius breaks down the four-pillar system world-class organizations use to eliminate "employee roulette" and create signature experiences customers can't stop talking about.

What You'll Learn:

• Service Aptitude: How to train teams to read customer cues and recognize wow opportunities—even when customers don't explicitly ask for help (why "fine" is the F-bomb of customer service)
• Secret Service Systems: Hidden intelligence tools that make every customer feel like a VIP, from color-coded appointment books to the "white cape vs. black cape" technique used in John Robert's Spa for 30+ years
• Zero Risk Service Recovery: The fastest way to earn loyalty isn't delight—it's removing uncertainty through communication, clarity, and ownership (includes the Service Recovery Paradox research)
• Non-Negotiable Standards: How to turn wow behaviors into journey-mapped touch points that don't depend on superstar employees

Real-World Examples Featured:

The $15,000 Painter Story: How one contractor earned a lifetime referral by taking down a Christmas tree, switching out a damaged bedpost, and cleaning up so well "you couldn't tell he was there" at 5pm each day—proof that wow moments don't have to be expensive

The Concierge Doctor Paradox: Why a 4-month wait for primary care appointments is driving patients back to premium concierge services (and what that teaches about making price irrelevant)

The $4 Airline Snack Fail: When a flight attendant argued with a frequent flyer over a declined card instead of just giving him the item—a masterclass in missing the wow moment

Key Frameworks & Systems:

The LEAST Service Recovery Method:

• Listen
• Empathize
• Apologize
• Solve
• Thank

The 80-20 Rule for Service Defects: 80% of problems happen in 20% of areas—train intensely on those bottlenecks first

FORD Intelligence System: Track Family, Occupation, Recreation, Dreams to personalize every interaction

The Three-Stage Journey Map Structure:

1. Service Defects: What frustrates customers (don't do this)
2. Non-Negotiable Standards: Operational + experiential musts (do this every time)
3. Above & Beyond Opportunities: Pattern recognition moments (do this when it presents itself)

Critical Insights:

"The customer may complain about what went wrong, they're gonna rave about how well we handled it." - John DiJulius

• The Service Recovery Paradox: Companies that drop the ball and pick it up create MORE loyalty than never dropping it at all
• Employee roulette is the #1 killer of customer experience—your experience shouldn't depend on which employee someone gets
• Policy-driven cultures create employee paranoia and customer frustration—empowerment drives both morale and revenue
• Wow moments work in ANY industry, even ones without repeat customers (injury attorneys, funeral homes, basement waterproofing)
• Discount is the tax you pay for an average experience—make the experience so good that price becomes irrelevant

Perfect For:

• Customer Experience Directors training frontline teams
• Contact center managers reducing complaint volume
• Retail and hospitality leaders eliminating employee roulette
• Service business owners wanting more referrals
• Anyone trying to scale personalization without adding headcount

Tactical Implementation Guide:

Start Tomorrow: Pick ONE stage of your customer journey and improve it this week. Focus on:

• The greeting (eye contact, enthusiastic greeting, ear-to-ear smile, engage, educate)
• Using customer names twice per interaction
• Asking "Is there anything else I can do for you today, Ms. [Name]?"

Weekly Cadence: Send 2-5 minute micro-learning videos every Wednesday covering service aptitude, secret service, zero risk, or celebrating employee above-and-beyond stories (creates positive FOMO)

Celebrate Above & Beyond: When employees deliver wow moments, share stories company-wide to reinforce behavior AND inspire others

Featured Resources:

• Experience Revolution Membership (March 9th workshop: Breaking Down Silos)
• Customer Experience Executive Academy (CXEA) 12-month certification
• The Five E's: Eye contact, Enthusiastic greet, Ear-to-ear smile, Engage, Educate

Stop hoping your people deliver great experiences. Start building systems that make it normal. Learn how to coach service aptitude, implement secret service, deliver zero risk, and turn wow behaviors into non-negotiable standards that create raving fans.

Schedule your free strategy call here

Links:

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

Company Service Aptitude Test: https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/

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

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/

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

Books: https://thedijuliusgroup.com/shop/

Contacts: [email protected] , [email protected]

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Summary:

In this episode, Denise Thompson and John R. DiJulius III discuss the essence of customer loyalty, emphasizing that true loyalty is built through small, intentional actions rather than large gestures. They explore the importance of service aptitude, consistency, and personal connections in creating a loyal customer base. The conversation highlights various strategies for enhancing customer experiences and the significant impact of employee satisfaction on customer loyalty. The episode concludes with actionable insights for organizations to implement a culture of above and beyond service.

Takeaways:

• Loyalty is built in the everyday details.
• Service aptitude is crucial for understanding customer needs.
• Consistency in service builds trust and loyalty.
• Above and beyond moments can create lasting impressions.
• Personal connections enhance customer relationships.
• Low-cost strategies can significantly impact loyalty.
• Employee satisfaction directly affects customer experience.
• Identifying opportunities for above and beyond service is essential.
• Celebrating small wins encourages a culture of excellence.
• Trust is the foundation of customer loyalty.

Chapters: 00:00Building Real Customer Loyalty 06:44The Importance of Service Aptitude 09:50Creating Trust Through Consistency 11:47Above and Beyond Moments 14:44The Power of Personal Connections 18:03Low-Cost Strategies for Loyalty 19:54The Return on Investment of Loyalty 21:13Employee Satisfaction and Customer Experience 23:11Implementing Above and Beyond Culture 36:00Identifying Above and Beyond Opportunities

Links:

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

Company Service Aptitude Test: https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/

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

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/

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

Books: https://thedijuliusgroup.com/shop/

Contacts: [email protected] , [email protected]

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

Summary

In this conversation, Denise Thompson and John R. DiJulius III explore the critical elements of customer experience that can provide a competitive advantage in today's relationship economy. They discuss the importance of creating emotional connections with customers, building systems that reduce risk, and developing a signature brand experience that is memorable and unique. The conversation also highlights the need for consistent training and awareness among employees to ensure that customer service remains a priority. Through real-world examples, they illustrate how organizations can transform their customer experience and foster loyalty.

Takeaways:

• Emotional connections are the currency of the relationship economy.
• Customers prioritize certainty over perfection in their experiences.
• Memorable moments can differentiate a brand from its competitors.
• Transforming customer experience requires a systematic approach.
• Organizations must identify and address their blind spots in service.
• Price wars are a short-term strategy that can harm long-term growth.
• Training employees on customer service is essential for success.
• Regular audits of customer service practices can reveal areas for improvement.
• Creating a signature experience is crucial for brand loyalty.
• Consistency in service delivery builds trust and customer retention.

Chapters:

00:00The Relationship Economy and Customer Experience 09:25The 10 Commandments of Customer Experience 10:29Emotional Connection: The Currency of Relationships 11:36Zero Risk: Building Customer Trust 16:04Creating a Signature Brand Experience 21:18Real-World Application of Customer Experience 24:27The Blind Spots in Competitive Advantage 26:26Price Wars vs. Experience Wars 30:46Reinforcing Customer Experience Principles 33:34Taking Action: The Customer Service Aptitude Test

Links:

Company Service Aptitude Test: https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/

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

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/

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

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

Books: https://thedijuliusgroup.com/shop/

Contacts: [email protected] , [email protected]

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

Summary

In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss five essential customer experience strategies for 2026. They explore the concept of a customer service recession, the importance of hiring for service aptitude, the effectiveness of micro learning in training, the need to rethink customer feedback mechanisms, and the critical connection between employee experience and customer experience. They also touch on the role of AI in enhancing customer interactions while maintaining the human element. The conversation emphasizes actionable strategies for leaders to create loyalty and improve service without relying on discounts or gimmicks.

Takeaways:

• Companies must build measurable, coachable, and consistent customer experience strategies.
• The customer service recession presents an opportunity for competitive advantage.
• Hiring for service aptitude is more important than ever due to declining soft skills.
• Micro learning is an effective way to reinforce training and improve retention.
• Surveys are becoming less effective; businesses should measure actual customer behavior instead.
• Employee experience directly impacts customer experience; leaders must prioritize both.
• Recognition and appreciation are crucial for employee retention.
• Investing in learning and development increases employee loyalty.
• AI can enhance efficiency but should not replace human interaction in customer service.
• Leaders should focus on fixing broken promises in their service delivery.

Chapters:

00:00Navigating the Customer Service Recession 07:00Hiring for Service Aptitude 16:18Micro Learning: The Future of Training 23:01Rethinking Customer Feedback 30:58The Employee Experience Connection 41:07AI's Role in Customer Experience

Links:

Interview Questions: https://thedijuliusgroup.com/interview-questions-2/

Micro-learning example 1 https://www.youtube.com/shorts/c4NU69YcPz8?feature=share Micro-learning example 2 https://www.youtube.com/shorts/NgpJXbGonpc?feature=share

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

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/

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

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

Books: https://thedijuliusgroup.com/shop/

Contacts: [email protected] , [email protected]

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

Summary

In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the concept of being in the 'certainty business.' They explore how uncertainty is a major source of anxiety for both customers and employees, and how organizations often neglect the human side of communication in favor of technical skills. John emphasizes the importance of providing certainty to build trust and improve customer and employee experiences. The conversation also covers practical strategies for leaders to communicate effectively during uncertain times, ensuring that updates are provided consistently, even when there is no new information to share.

Takeaways:

• Uncertainty is a major source of anxiety in life and business.
• Organizations focus too much on technical skills and neglect empathy and communication.
• Providing certainty can build trust with customers and employees.
• Communication should be frequent, even when there is no new information.
• Leaders must communicate clearly during times of uncertainty.
• Bad news should be communicated early and with empathy.
• Updates can significantly reduce anxiety for customers and employees.
• Companies like Amazon excel in providing certainty through communication.
• Training should include a balance of technical skills and soft skills.
• The best brands deliver certainty, not just products or services.

Chapters:

00:00The Certainty Business: Understanding Uncertainty 15:48Practical Applications of Certainty in Business 21:04Leadership and Communication During Uncertainty 24:19Key Takeaways for Reducing Uncertainty

Links:

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

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/

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

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

Books: https://thedijuliusgroup.com/shop/

Contacts: [email protected] , [email protected]

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In this espisoder, our listeners ask John anything!

Summary

Your chance to ask John anything! In this episode of the Customer Service Revolution podcast, Denise Thompson asks John R. DiJulius III questions submitted by our listeners. They discuss various aspects of improving customer service and employee engagement. They address the challenges of busy schedules, the importance of empathy, recognition, and training, and the role of middle management in driving customer experience. The conversation emphasizes the need for a human touch in customer interactions, even in an age of automation, and highlights the significance of creating a customer experience action statement as a guiding principle for organizations.

Takeaways:

• Start with a customer experience action statement as a guiding principle.
• Employees may not care as much as entrepreneurs, but they can be engaged.
• Earned growth is a better KPI than traditional metrics like NPS.
• Empathy fatigue is real; leaders must help employees manage it.
• Recognition and appreciation are crucial for employee motivation.
• Training should allow for personal expression while maintaining professionalism.
• Middle management plays a key role in driving customer experience initiatives.
• Human interaction is essential, even in an increasingly automated world.
• Hiring for empathy and people skills is critical for customer service roles.
• The first commandment of customer experience is igniting the revolution.

Chapters:

00:00Igniting the Customer Experience Revolution 11:58Balancing Budgets and Customer Experience Investment 15:06Re-energizing Employees Around the Mission 17:37The Role of Middle Management in Customer Experience 24:56Training for Consistency Without Scripts 27:31Future-Proofing Customer Experience 38:22Conclusion and Key Takeaways

Links:

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

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/

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

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

Books: https://thedijuliusgroup.com/shop/

Contacts: [email protected] , [email protected]

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

Summary

In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the findings of a Wall Street Journal intelligence report on the impact of AI on customer experience. They explore the disconnect between AI's potential and its actual implementation in businesses, emphasizing the importance of emotional intelligence and human interaction in customer service. The conversation highlights cultural barriers to effective customer experience transformation and the need for a human-centric approach in the AI era. They also discuss how companies can innovate customer value by leveraging AI effectively.

Takeaways:

• 93% of leaders say their customer experience is broken.
• AI is still in its infancy and needs careful implementation.
• Companies are chasing AI for efficiency but missing emotional connection.
• Cultural dysfunction is a major barrier to customer experience transformation.
• AI can personalize customer interactions but should not replace human touch.
• 76% of executives feel behind on AI transformation.
• Emotional intelligence is crucial in customer experience.
• AI should supplement, not replace, human interaction.
• Companies winning with AI are inventing new categories of customer value.
• A human-centric approach is essential in the AI era.

Chapters:

00:00The State of Customer Experience and AI 03:43The Challenges of AI in Customer Experience 08:47Cultural Barriers in CX Transformation 14:03Emotional Intelligence in Customer Interactions 19:07The Human Element in AI Integration 24:21Innovating Customer Value with AI 29:13The Future of Customer Service and AI

Links:

The Experience Gap, AIs Imminent Impact on CX: Code and Theory, Wall Street Journal Report

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

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/

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

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

Books: https://thedijuliusgroup.com/shop/

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.

Summary

In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DeJulius discuss the concept of making price irrelevant through exceptional customer experiences. They explore how consistency in service, a zero-risk mindset, and equipping employees to articulate value can lead to customer loyalty and a competitive edge in the market. The conversation emphasizes the importance of focusing on the overall experience rather than just pricing strategies.

Takeaways:

• Making price irrelevant is about the experience delivered.
• Consistency in service leads to customer loyalty.
• Competing in experience is more effective than competing on price.
• Zero risk mindset enhances customer trust and loyalty.
• Service recovery can increase customer loyalty after a mistake.
• Employees must be trained to articulate the value of services.
• Journey mapping helps understand customer experiences better.
• Great companies focus on the basics of customer service.
• Articulating reasons for higher prices is crucial for sales.
• Creating a signature experience differentiates a brand.

Chapters:

00:00Making Price Irrelevant Through Experience 07:59Competing in the Experience Wars 15:59Zero Risk and Customer Loyalty 20:48Empowering Employees to Articulate Value

Links:

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

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/

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

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

Books: https://thedijuliusgroup.com/shop/

Blogs on Price Myths: https://thedijuliusgroup.com/4-price-myth-busters/

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.