Joel Sylvester has an unsurpassable passion for customer service. His career spans hundreds of companies, working with brands like Mayo Clinic, Wells Fargo, South Carolina Parks, Ohio Parks, and Fellowes. He has over 20 years of crafting exceptional customer experiences under his belt.

Today, Joel lives in Sioux Falls, South Dakota with his family. He acts as the Chief Client Officer at Five Star Call Centers. In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Joel about AI and contact centers.

Joel brings a level of expertise to the show and the world at large that is so critical today. The evolution of contact centers is of the utmost importance, especially amidst the great resignation going on right now. Tune in to hear from Joel on this topic in which he’s a genuine expert and learn how to apply his expertise to your organization.

You Will Learn:

1. Joel’s career background.
2. The evolution of contact centers over the past two decades.
3. What Five Star Call Centers does.
4. How AI can help your company be more efficient, especially during The Great Resignation era.
5. Why every company has to be successfully managing their Omni channels.
6. Why outsourcing isn’t so dangerous nowadays.
7. What A.C.T. is and why every customer service employee should be delivering it.
8. What you will learn from Joel’s presentation at the 2022 Customer Service Revolution Conference.

Resources mentioned:

Register to see Joel speak at the 2022 Customer Service Revolution conference

Five Star Call Centers 

Five Star 2022 State of Customer Service 

Connect with Joel on Linkedin 

Customer Experience Executive Academy 

Customer Experience Executive Online Academy

The Customer Service Revolution Podcast 

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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.

Jess Pettitt is an author and keynote speaker. She believes to thrive in this world you have to ride two horses at once: one of humility and one of ego. This is why, while hosting and performing stand-up in NYC, she also worked as a diversity and inclusion specialist. 

After a decade, Jess quit her day job but she still uses humor today to deliver actionable content related to everything you ever wanted to know about where leadership and diversity collide. Though often referred to as a thought leader, Jess responds that she just makes leaders think. 

Jess works with toxic workplaces to help them build up the skills they already have. For example, we all have challenging conversations with the people we like and respect but we don't have these same challenging conversations with the people we don't like or respect. We have the skills but need to learn how to discern the two different buckets. 

Today, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess about this process and the work she does within organizations. They also get into her background and what led her to do what she does today. Tune in to learn what “good enough now” means and benefit from all of Jess’ incredible insights.

You Will Learn:

1. All about Jess’ background in performing stand-up in NYC and working as a diversity and inclusion expert.
2. Why she got into diversity and inclusion in organizations.
3. What it means to ride the two horses of humility and ego at once.
4. Why you need to have a conversation about what you don’t know you don’t know for diversity, equity, and inclusion work to stick. 
5. How to do the best you can with what you have without getting sued, losing talent, or failing customers.
6. How to avoid your blind spots.
7. What “Good Enough Now” means.
8. What you will learn from Jess’ keynote at the 2022 Customer Service Revolution Conference.

Resources mentioned:

Register to see Jess speak at the 2022 Customer Service Revolution conference

Everything Jess Pettitt

Customer Experience Executive Academy 

Customer Experience Executive Online Academy

The Customer Service Revolution Podcast 

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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.

As a college freshman, Marcus Engel was blinded and nearly killed after being struck by a drunk driver. This incident changed the trajectory of his life forever. 

After recovering from the accident, Marcus decided to pursue Narrative Medicine. His training and personal outlook on life gave him an amazing message to share with the world. Today, he is a sought-after motivational speaker and author who teaches his audiences the art of compassion and being present.

In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Marcus. They discuss his inspirational story, how he made the most of his tragic circumstances, and what he is doing to encourage thousands of people today.  

You Will Learn:

1. How Marcus went through two years of rehab, over 350 hours of reconstructive facial surgery, and adaptation through a multitude of life changes. 
2. Why he decided to continue his education after the accident.
3. What Narrative Medicine is.
4. Why Marcus believes life doesn’t happen to you, it happens for you.
5. What a compassion expert is.
6. What the two most compassionate words any human being can hear are.
7. What the greatest gift we can give to another person is.
8. What you will learn from Marcus’ presentation at the 2022 Customer Service Revolution conference.

Resources mentioned:

Register to see Marcus speak at the 2022 Customer Service Revolution conference

https://marcusengel.com/

Marcus’ book I'm Here - Compassionate Communication in Patient Care 

Customer Experience Executive Academy 

Customer Experience Executive Online Academy

The Customer Service Revolution Podcast 

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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.

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Judson Laipply, who has been featured on the Today Show, Ellen, Oprah, GMA, and more. 

Judson is the world’s first YouTube Celebrity. His finale, “The Evolution of Dance” has over one billion impressions and was the first video ever to hit 100 million views. At the time, however, going viral wasn’t a thing and there weren’t opportunities to grow as a personal brand when you went viral. 

Still, Judson is so grateful to have had this experience. He has now been speaking and performing for over 20 years and has been all around the globe.

In this episode, Judson joins us to talk about his many experiences. We discuss the very video of his that went viral and what the experience was like. We also talk all about everything Judson is doing now and why he is called the “evolution guru.”

Tune in to hear from the very first social media influencer, Judson Laipply.

You Will Learn:

1. Some background on Judson’s childhood.
2. When he knew he wanted to be a professional speaker.
3. How he became the first YouTube Celebrity, receiving over 300 million views.
4. The philosophical concept of Schroeder's cat.
5. Why there is no such thing as “the status quo.”
6. How Judson teaches audiences worldwide the difference between change and evolution while teaching them to embrace struggle, engage choice, and ultimately evolve.
7. How to not fall into the trap of complacency.
8. What Judson’s upcoming book will be about.
9. What you will learn from Judson’s presentation at the 2022 Customer Service Revolution conference.

Resources mentioned:

The Customer Service Revolution Podcast 

www.judsonlaipply.com

The Evolution of Dance

Register to see Judson speak at the 2022 Customer Service Revolution conference

Customer Experience Executive Academy 

Customer Experience Executive Online Academy

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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.

The pandemic of the last couple years has proved how important customer experience is. Organizations and leaders have learned that they won’t survive if they don’t have a solid customer experience in place and train all of their employees to institute it consistently. 

Jay Juffre, the Executive Vice President of ImageFIRST, learned this firsthand. Jay has grown up in the textile and industrial laundry industry – holding just about every job you can imagine.  He was tapped to oversee ImageFIRST’s customer experience initiative back in 2013 and still does today.

Because of his experience trail heading ImageFIRST’s CX, Jay has expertise on this topic. He is joining Dave Murray on the show today to talk all about how a CX focus fuels extreme growth. 

Throughout the conversation, they navigate this most important of questions: how do you grow an organization in a tight, extremely competitive industry? Jay says you must find a competitive advantage.

You Will Learn:

1. How the pandemic proved the importance of customer experience as a competitive advantage.
2. The difference between CS and CX.
3. How focusing on customer experience is what helped ImageFIRST grow like crazy – including a 98% customer retention percentage!
4. How a Customer Experience Cycle created six-plus years ago remains a competitive advantage and is a weekly focus to this day.
5. How a focus on Internal Culture has led to industry-leading employee retention numbers pre- and post-COVID

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.

Here at The DiJulius Group, we’re often surprised by how many leaders don’t think they are responsible for creating the culture they want in their organization. 

The truth is, only leaders can institute change like this. As the leader, you set the pace for how everyone else will perform their duties and serve your customers.

On top of this, as entrepreneurs, we need to be training the leaders within our organizations.  We need to teach them how to lead in a way that creates the company culture we desire. 

In this episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, talks all about creating a culture that attracts and keeps the best talent. This talk comes from the keynote he gave at our conference. Throughout the show, Dave makes the case for why we need to be training our leaders to create the culture we want. After listening, you can go back and implement these tips in your organization to create better leaders and a better culture. 

You Will Learn:

1. Where companies go wrong with promoting people
2. How we underestimate the middle level of management
3. What we learned from Google’s “Project Oxygen” study
4. 10 must-haves for managers
5. Why one-on-one meetings are so effective
6. The importance of holding your leaders accountable
7. How to build a culture employees love

Resources mentioned:

The Customer Service Revolution Podcast 

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.

Cassandra Worthy is the world’s leading expert on Change Enthusiasm®. She is lighting the world on fire with her refreshingly unique take on not just “managing” but growing through change. 

Cassandra also runs a consulting firm called Change Enthusiasm Global. Through her work at the firm, she helps people understand what having a growth mindset really means and how to practice it. When you have a growth mindset, you can harness the power of emotion to fuel your growth and betterment. This is why Cassandra encourages her clients to not only embrace change but use it to propel them to heights they never imagined. 

In this episode, Chief Revolution Officer John DiJulius talks with Cassandra about her work at Change Enthusiasm Global and how she has impacted many companies through this work. 

You Will Learn:

1. What “change enthusiasm” means. 
2. Cassandra’s back story before founding her firm, Change Enthusiasm Global.
3. What inspired Cassandra into leading the work she does.
4. How leaders can embrace a growth mindset.
5. What emotional contagion means.
6. How to help those who resist change.
7. Why it’s important to listen to your employees.
8. How Cassandra is seeing the impact of her work, notably these past couple of years throughout the pandemic.
9. What Cassandra will be presenting on at the 2022 Customer Service Revolution conference.

Resources mentioned:

The Customer Service Revolution Podcast 

Cassandra Worthy’s website 

Connect with Cassandra on Linkedin 

Order Cassandra’s book: Change Enthusiasm

Register to see Cassandra speak at the 2022 Customer Service Revolution conference

Customer Experience Executive Academy

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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.

Jared Green is a speaker, author, and executive coach. He is known for bridging the gap between human engagement and organizational development through his company, Engage 365. Jared’s mission is to reimagine and redesign the employee experience with people strategies that best support business strategies.

Jared’s company and his mission could not be more timely or relevant coming off the pandemic. We’re all hopeful that we’re nearing the end of this season and coming out of what’s been coined “The Great Recession.” We need people like Jared more than ever before. 

As the master of employee experience, Jared works with companies like Chick-fil-A to help them improve their human engagement and, therefore, create an engaging workforce. In this episode, we discuss how he does this. Tune in to learn how to master employee engagement in your organization.

You Will Learn:

1. How Jared went from being a former NFL professional football player to helping companies bridge the gap between human engagement and organizational development
2. Why employee engagement is so important
3. Jared’s Core 4 to creating an engaging workforce
4. How leaders can better adjust to the hybrid workforce model 
5. How to engage employees during onboarding
6. The number one trait a great leader must have
7. Why you should build relationships with your employees

Resources mentioned:

The Customer Service Revolution Podcast 

Jared’s website

Connect with Jared on Linkedin

Register to see Jared speak at 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.

Does your company have a Signature eXperienece?

A Signature eXperience is a distinct customer experience your customers can only get from you. Creating this kind of experience for your customers requires consistency. You have to get rid of “employee roulette” and train your employees on the CX that sets your organization apart.

In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group discusses how to do this. Tune in to learn how to create your signature experience and remove employee roulette. 

You Will Learn:

1. What a Signature eXperience is 
2. That great CX organizations consistently deliver outstanding results with average employees
3. How to remove employee roulette
4. That you can significantly improve your CX with your existing group of employees
5. How to tie employees’ jobs to the overall sense of purpose

Resources mentioned:

The Customer Service Revolution Podcast 

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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.

Every one of us has three groups of people in our lives and businesses. We have the believers,  the fence-sitters, and the critics and cynics. The percentages of each group may be different for each of us but we all deal with these three groups.

The question is, what do we do about that third group? How do we deal with the critics and cynics in our organizations?

Chief Revolution Officer John DiJulius of The DiJulius Group discusses this topic in this episode of The Customer Service Revolution. Tune in to learn from him.

You Will Learn:

1. The mistake we make with critics and cynics.
2. Where to put your focus.
3. How to create momentum.
4. How to be a revolutionary.

Resources Mentioned:

Take our complimentary company service aptitude test

The Customer Service Revolution Podcast 

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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.