Many factors have contributed to The Great Resignation that we are currently in. We could point the finger at economic turmoil, bad leadership, a changing culture, and so much more.

However, what is most important is figuring out how to turn this Great Resignation around. How can we turn it into The Great Retention?

In this episode, John DiJulius will teach you how. This episode comes from a keynote John delivered at the Customer Service Revolution Conference in November. Tune in to learn a few practical things you can do to start hiring better employees and retaining them longer.

You Will Learn:

1. Why there is such a need to develop great leaders. 2. Why the brands that survive The Great Resignation era will be the ones who remained relentless with their hiring standards. 3. How to create a recruitment experience. 4. How to make your interview process ungame-able. 5. How to create an onboarding experience. 6. The importance of developing the whole person. 7. The power of purpose.

Resources mentioned:

The Customer Service Revolution Podcast

*** EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com.  Let them know I sent you.

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience.

In this episode, we’re explaining the reason for all of these things and discussing the state of customer experience in 2023. John DiJulius presented the talk we’re sharing today during the Customer Service Revolution Conference in November.

Tune in to learn where we’re at with customer experience as we make our way into this new year and how you can play a part in improving the way things will go!

You Will Learn:

1. Why we’ve been in a recession for over two years, yet no one has realized it.
2. Why customer satisfaction is at a 17-year low.
3. Where all the workers have gone.
4. How to turn the great resignation into the great retention.
5. The power of purpose.

Resources mentioned:

The Customer Service Revolution Podcast

*** EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com.  Let them know I sent you.

Today on The Customer Service Revolution, John talks with customer experience and digital marketing pioneer, Jay Baer. Jay has spent nearly 30 years helping the world's most iconic brands gain and keep more customers. This work has caused him to be inducted into the Hall of Fame of professional speakers and word-of-mouth marketing.

Jay has also written six best-selling books and built five multimillion-dollar companies. He presented at The Customer Service Revolution a few years ago and was one of the highest-rated speakers we’ve ever had. Jay is truly inspiring and has achieved unimaginable success in his career.

Today, John sits down with Jay to talk about the new thing he’s been working on: his research white paper entitled, “The Time to Win.”

You Will Learn:

• Why the American Customer Service Index is so low right now.
• Why speed is one of the most important components to delivering a great customer experience.
• How to write a great FAQ page.
• How your business can give your customers the gift of time.
• Which companies are crushing this right now.
• Why customers view speed as equal to caring.
• How you can do different time studies in your business to improve your speed and the overall consistency of your employees.

Resources mentioned:

"The Time to Win"

Jay’s website

Jay on Instagram

The Customer Service Revolution Podcast

*** EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com.  Let them know I sent you.

In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC.

Through his company, Mark is leading the national paradigm shift in education and workforce development. He shares his message not only through the work he does with TFS Results but also as a highly-rated speaker. The title of generational guru is by no means a stretch when it comes to describing Mark.

In this episode, Mark talks more about his career history and the work he is doing today. He also explains what it means to be a generational guru and how you can be a leader in your generation. Tune in to learn it all.

You Will Learn:

• What serving on the advisory council looks like for Mark.
• Why he considers this generation to be the most incredible.
• What this generation can teach us about values.
• What quiet quitting is.
• How to navigate all of the different generations in the workforce as a leader.
• The power of a check-in.
• Why companies with world-class customer service have the most employee satisfaction.
• How to attract employees and keep them motivated.

Resources mentioned:

Mark's Forbes article, "Every Person On My Team is A Quiet Quitter" Mark’s book, Answering Why Mark’s website The Customer Service Revolution Podcast

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com.  Let them know I sent you.

In this episode of The Customer Service Revolution, John DiJulius is talking with Andy Buyting, the founder and CEO of Tulip Media Group. Andy is also a best-selling author, serial entrepreneur, and strategic advisor. On top of all of this, Andy is the creative mind behind the integrated business strategy, “SMarketing.” He uses this strategy as a leader in business development and marketing to help other businesses grow.

Throughout their conversation, Andy and John discuss Andy's newest book, Double Sales/Zero Salespeople: Optimize Your Sales and Marketing Into One Business Development Strategy That Works. Tune in to learn from Andy’s wisdom gained from his many years of experience in entrepreneurship, sales, and marketing.

You Will Learn:

1. How to double your sales with zero salespeople. 
2. What you should be measuring to be certain you're getting a good return on your marketing investment. 
3. The difference between marketing and promotions.
4. How to accurately measure your online marketing and promotions.
5. The role customer service plays in your growing business.

Resources mentioned:

The Customer Service Revolution Podcast 

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

There is no greater skill that can be acquired that has a bigger impact on our personal and professional lives than the ability to build instant rapport with others. This is not a skill we’re taught and yet it’s crucial, not only for our professional success but for our personal fulfillment as well.

In this episode of the Customer Service Revolution podcast, John DiJulius teaches us how to develop this skill. This is from the TEDx Talk that John DiJulius did back in 2019 titled, “Meet as Strangers, Leave as Friends.” This talk was also the inspiration behind his latest book, The Relationship Economy: Building Stronger Customer Connections in the Digital Age.

You Will Learn:

1. How to train yourself and your employees on how to build an instant rapport with anyone.
2. Why we are all genetically coded to be preoccupied with what is happening in our world. 
3. How to resist the temptation to talk about yourself.
4. The greatest gift we can give others.
5. The best technique you can use to focus on learning about other people’s hot buttons.
6. Why giving more is one of the best ways to build long-term sustainable relationships. 

Resources mentioned:

The Customer Service Revolution Podcast 

The Relationship Economy Book

John’s TEDx Talk on YouTube

Customer Experience Executive Academy 

Customer Experience Executive Online Academy

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Andy Bailey is a best-selling author and business coach. He started his first business in college and grew it to be an INC 500 multi-million dollar company. Through this experience, he learned how to build great organizations. 

Most recently, Andy founded the company Petra. He spends his time coaching and passing on to other entrepreneurs, business owners, and leaders the principles and practices he used to build his own successful enterprise. 

In this episode, Andy is joining us to discuss how he has taught hundreds of business leaders to reach their potential, what the greatest obstacle to scaling a business is today, what it means to become boundless, and how to do it. Tune in to hear from the incredible friend and mentor, Andy Bailey.

You Will Learn:

1. Andy’s backstory.
2. Why the recurring revenue model is so powerful.
3. Why Andy sold his first business.
4. How Petra came to be and what the name means.
5. Why Andy has stepped away from Petra and pivoted to Boundless.
6. What his book Boundless is all about.
7. Why it’s so important to “live boundless.”
8. How Andy has combatted panic with his team members and the people he’s coached.

Resources mentioned:

Boundless Website

Email Andy: [email protected]

The Customer Service Revolution Podcast 

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Robin Robins is the IT industry’s most in-demand marketing consultant, sales trainer, and direct response marketing consultant. As the CEO & President of Technology Marketing Toolkit, she specializes in developing strategic marketing, sales, and lead generation systems. For the past 20 years, Robin and her team have had one singular focus: to develop highly effective marketing and sales-generating systems specifically for MSPs, VARs, and IT services firms. 

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Robin today about the amazing journey she has been on in her life. Not only is she a serial entrepreneur but she also has an incredible story of going from a difficult past to building the empire in the IT industry that she has today. 

You Will Learn:

1. Robin’s incredible back story, including when she was homeless as a teenager.
2. How she got into the MSP niche and has dominated it ever since.
3. Her vision for Technology Marketing Toolkit when it first began.
4. How she built TMT into the #1 marketing firm in the IT industry.
5. The benefits of specializing and niching down.
6. Why every business should figure out how to get in the Monthly Reoccurring Revenue business.
7. Why Robin puts on so many events for her clients.
8. How she has created incredible value for her members (clients).
9. Why we need to stop telling women they’re disadvantaged.

Resources mentioned:

The Customer Service Revolution Podcast 

Technology Marketing Toolkit website

Robin Robins website

The 2022 Customer Service Revolution Conference

Customer Experience Executive Academy 

Customer Experience Executive Online Academy

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

John Ruhlin is the world’s leading authority in maximizing customer loyalty through radical generosity. He is the founder and author of Gift·ology and has been featured in Fox News, Forbes, Fast Company, Inc, and New York Times. 

However, during his early years, John found himself selling knives. It was through this experience that he learned how to build relationships, qualify leads, and handle objections. He developed a system of using generosity to gain access to elite clients and generate thousands of referrals. This is what eventually led him to become the #1 performer out of 1.5 million sales reps for his company, one of the world’s most recognizable brands. 

Today, John and his firm help other individuals and organizations do just the same. They help people turn their clients into their own personal sales force to drive exponential growth. 

In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with John about his process and mindset around generosity and referrals. Tune in to learn from John's powerful mindset and incredible success.

You Will Learn:

1. How an Ohio farm boy became the #1 greatest salesman in Cutco history.
2. How John became a referral expert.
3. How gifting can be your greatest referral tool.
4. What most companies get wrong with sending gifts.
5. Why vendor experience is just as important as customer experience.
6. The Gift·ology Recipe.
7. Why so many companies don’t get referrals.
8. What John will be sharing in his keynote at the 2022 Customer Service Revolution conference.

Resources mentioned:

The Customer Service Revolution Podcast 

Register to see John Ruhlin speak at The 2022 Customer Service Revolution Conference

Order John's book Giftology

Giftology Playbook 

Customer Experience Executive Academy 

Customer Experience Executive Online Academy

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Even with all of the newfound technological advancements, the modern-day American workplace has left much to be desired. With many leaving the workforce for numerous reasons and those left feeling overstressed and overworked, it has become a challenge to see the light at the end of the tunnel for many workers and companies alike. It’s clear that there needs to be a change. But where do we start?

Today’s guest, Jen Gresham, is a scientist, entrepreneur, military veteran and keynote speaker. She has served as a high performance coach and business strategist for nearly a decade helping hundreds of people around the world find more fulfillment and financial success in their work. She has founded Work for Humanity, a nonprofit aimed at helping small business owners and workers thrive together, bringing innovation to workforce development and leadership training. 

Jen has brought her passion for social justice and her innate sense of curiosity to the table to help look for solutions for these modern workplace woes. She understands that in order to improve people’s lives, we have to improve their experience of work, and bettering the relationship between workers and the companies they work for is the first step. In my interview with Jen, we will learn about her multifaceted journey through various career paths and the takeaways from these experiences that have shaped her understanding of the American workforce and what we can do to improve.

You’ll learn about:

• The power of curiosity
• How Jen defines leadership after 18 years in the Air Force.
• Why we need to redesign entry level jobs in America
• How to convince business owners to build an employee powered organization

Resources mentioned:

• Work for Humanity

1. Waitlist for small businesses who want to join our next cohort 
2. Newsletter signup where we talk about doing the best work of our lives, together
3. Or if people want to follow us on LinkedIn, where we post our newsletter as well
4. Work for Humanity donation page

• The 2022 Customer Service Revolution Conference
• Customer Experience Executive Academy 
• Customer Experience Executive Online Academy