Have you ever lost a customer and blamed it on your prices?

Maybe you assumed that the reason the customer left was that your prices were too high. So, what did you do? You lowered your prices.

In this episode, ​​Chief Revolution Officer John DiJulius of The DiJulius Group explains why this is a bad idea. He asserts that ​​when customers complain about your prices, it’s more than likely not because they're cheap. Rather, they're not willing to spend that much money because your experience didn't warrant it. 

Tune in to learn more about this and hear 4 different examples of companies who mistakenly thought they were losing customers due to lower prices. 

You Will Learn:

1. How an industry where nearly 80% of consumer’s purchases were based on price was disrupted by experience.
2. How to figure out why customers are leaving.
3. Why you can’t outsell poor customer retention.
4. How The Dijulius group helps companies increase customer retention.
5. How to find out your VOO.

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.

During the COVID-19 pandemic, many restaurants faced challenges beyond their control. Roughly 80,000 restaurants have temporarily or permanently closed since the start of the pandemic, according to estimates from the National Restaurant Association, down from 110,000 at the peak of the pandemic. 

Edley’s Restaurant Group is no exception. They are a restaurant company in the metro-Nashville, Tennessee area with 7 locations and 400 team members. However, despite their many challenges over the past couple of years, they are growing by 50% in the next 12 months through franchising. 

In this episode, CEO Will Newman and President Chris Beckley (CXEA Alumni 2021) are joining us to discuss the amazing growth they’ve experienced. Learn how they applied the DiJulius Group methodology to achieve incredible results. 

You Will Learn:

1. The background and story of Edley’s Restaurant Group
2. The purpose of their brand and what it means to them
3. Results Edley’s has achieved by focusing on CX
4. What it takes to differentiate yourself from the competition
5. How to be brilliant at the basics & provide consistent service
6. How to create a company culture people want to be a part of

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.

Chief Revolution Officer John DiJulius of The DiJulius Group discusses what has a better ROI: Advertising or CX Training?

Learn:

1. The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have
2. Sales is a lagging indicator of the level of CX your company is providing
3. 75% “don’t accept advertisements as truth”
4. 90% “believe brand recommendations from friends”
5. 5% increase in customer retention can increase a company’s profit by 75%
6. 80% of your company’s future revenue will come from just 20% of your existing customers
7. Tesla spends zero on advertising

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.

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can reduce customer rage.

You Will Learn:

1. Customer anxiety is at an all-time high
2. How to be aware of empathy fatigue
3. To make employees aware that customers may overreact
4. How to train employees to defuse
5. How to train employees to avoid customer rage
6. To manage customer’s expectations by being totally transparent 

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.

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Frank Favaro, one of the top Customer Experience Coaches. They discuss how after having successful careers in multiple industries by focusing on building strong relationships, Frank started his own coaching business helping others do the same. 

You will learn:

• How Frank brought customer experience and relationship building into an industry that primarily focused on being the lowest bidder 
• How Frank helped his business grow by over 600% in a few short years
• How Frank burned his ships and left a well-paying job to start his own coaching business that brought him more fulfillment 
• How he has been able to help businesses transform the experience they deliver to both customers and employees 

Resources mentioned:

www.thedijuliusgroup.com

Learn more about Frank Favaro

Follow Frank on Linkedin 

Take the Company Service Aptitude Test

Become a licensed CX Coaching 

The DiJulius Group

The Customer Service Revolution Podcast 

CXO Academy 

Customer Experience Executive Online Academy  

The Customer Service Revolution Conference  

John’s Books

The DiJulius Group’s Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies need to improve communication to retain top talent in an employee market.

You will learn:

• How the most challenging issue all companies face can be summarized in one word: communication. 
• By improving communication within departments, locations, and other teams, your organization can create a world-class employee experience that people won’t want to leave. 
• How to help your departments better understand the roles and responsibilities of others and understand how their role impacts other departments and customers in the overall experience. 
• Each team will better understand the importance of their INTERNAL customer. After all, a customer is whoever depends on the work that you do. 

Resources mentioned:

www.thedijuliusgroup.com

The Customer Service Revolution Podcast https://thedijuliusgroup.com/the-customer-service-revolution-podcast/

If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. 

Most books that teach how to build and grow a company are organized around the functional areas of business, such as people, finance, operations, and marketing. Those factors are important – no question. But what is missing is an overarching methodology that systematically drives execution on the activities that will lead to BIG growth and success in your business.

At CEO Coaching International, they have developed, refined, and used the Make BIG Happen System to help over 800 companies reach extraordinary revenue and EBITDA growth. In Making BIG Happen, they’ve translated this hypergrowth set of best practices into a system that is easy to understand and applicable to any business. 

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Mark Moses and Don Schiavone about their brand-new book Making Big Happen: Applying the "Make Big Happen" System to Grow Big, which came out in January of 2022 and has already reached the #1 bestselling business book in the U.S. and #5 on the Wall Street Journal list. 

You will learn:

• The three elements of the Make BIG Happen System
• How they developed the Make BIG Happen System
• The kind of results clients have had who implement the Make BIG Happen System
• The typical struggles that prevent CEOs and their executive teams from growing big

Resources mentioned:

Order Making Big Happen: Applying the "Make Big Happen" System to Grow Big

CEO Coaching International website

Follow Mark Moses on LinkedIn 

Follow Don Schiavone on LinkedIn

The DiJulius Group

The Customer Service Revolution Podcast 

CXO Academy 

Customer Experience Executive Online Academy  

The Customer Service Revolution Conference  

Become a licensed CX Coaching 

John’s Books  

If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. 

The DiJulius Group’s Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies can turn upset customers into brand evangelists.

You will learn:

• How to anticipate your service defects and put protocols in place to make them right
• How to be prepared and equipped to respond to predictable customer challenges: shipping delays, long hold times, products out of stock, etc.
• Training employees to have full awareness of the potential service defects that commonly arise at each stage of the customer’s journey 
• How to train and empower your employees 

Resources mentioned:

www.thedijuliusgroup.com

The Customer Service Revolution Podcast 

If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. 

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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 Dr. David Moffet, and his wife, Jayne Bandy, about how they have built the Ultimate Patient Experience. Dr. Moffet is a bestselling author, entrepreneur, and today he and Jayne are Customer Experience Coaches who help transform the experience businesses deliver. 

You will learn:

• Dr. Dave’s obsession with ongoing learning to become the best at anything he does
• How this dynamic Australian couple disrupted the dental industry and sold their dental practice
• How Jayne and Dr. Dave invented The Ultimate Patient Experience
• How, as CX Coaches, they are helping businesses all over the world do the same 

Resources mentioned:

www.thedijuliusgroup.com

Dr. Dave & Jayne Bandy CX Coaches

Dr. Dave’s book – How to Build the Dental Practice of Your Dreams (without killing yourself) in Less than Sixty Days!

Connect with Dr. Dave on LinkedIn 

The DiJulius Group

The Customer Service Revolution Podcast 

CXO Academy 

Customer Experience Executive Online Academy  

The Customer Service Revolution Conference  

Become a licensed CX Coach 

John’s Books 

If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. 

Episode Credits

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.

Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Matthew Dixon, the best-selling author of The Challenger Sale: Taking Control of the Customer Conversation (Portfolio/Penguin 2011), which was a #1 Amazon and Wall Street Journal bestseller that has sold nearly a million copies worldwide and has been translated into a dozen languages.

You will learn:

• What a Challenger Sale is and how it has one of the most important advances in selling in many years
• The 5 types of sales reps
• The 3 T’s of a Challenger
• You need to be challenging your customer’s assumptions and not making them think, “Huh, I never thought about it that way before,” 
• Stop leading with what you and your company do and start leading with a compelling story about their business, and teach them something new. 

Resources mentioned:

The Challenger Sale: Taking Control of the Customer Conversation

Matthew’s newest book, The JOLT Effect: How High Performers Overcome Customer Indecision, will be released by Penguin in September 2022

http://dmcinsight.com/

The Customer Service Revolution Podcast 

Customer Experience Executive Academy  

Customer Experience Executive Online Academy   

If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. 

Episode Credits

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.

Find out more at https://emeraldcitypro.com