Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 3 of The Customer Service Revolution Conference, featuring Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius.

You will learn:

How to address the relationship deficit
How to avoid empathy fatigue
Find the conversation gifts
You can’t persuade, entertain, or educate without feeling a connection
Boring Loses Business – Be Unforgettable
Virtual is different
3 Secrets to running more engaging online meetings
- Virtual dulls connections –
  - Master the tools to make it personal again
  - Focus on your friends behind the lens
  - Backgrounds can be distracting, poor lighting, your audio,
- Flow matters – Avoid not keeping your audience engaged
  - Change the pace element every 3-4 minutes (ex. tell a story, ask a question, teach)
  - The most important part of a meeting is the thought process of a listener’s mind
- Use effective pace elements:
  - Well-told stories
  - Elicit emotion
  - 63% of listeners remember stories vs 5% remember statistics
  - Open with a relatable character, then go into the solution and finish with the outcome
  - Short meaningful clips
  - Ask your attendees to participate, answer, type in, and raise their hands Call your attendees out by name and use polls and breakout rooms
Your customer is whoever benefits or suffers from the work you do
Customer Experience Cycle (CEC) = Consistency
Invisible Service Providers are your back-of-the-house employees who do not come in contact with external customers. They are critical to the overall customer experience.
We are all one idea away from changing the trajectory of our lives & business
The 3 C’s of customer service:
- Compliment
- Congratulate
- Console
Build deep meaningful authentic relationships
Your customers start rooting for you, they want to give you referrals
Evening routines – 5- 10 minutes mapping out the next day
Take an inventory of business, friends, associates, who cares, and who’s showing love
This is the time to be remembered as a great human
Why are chips bad for the dog, but okay for our children to eat?
80% of Americans have at least 1 chronic illness 50% have 2+
It comes down to our lifestyle. The big 4 of our lifestyle choices:
- Food you eat
- Exercise you do
- How you manage your stress
- How much sleep you get
Presenteeism = physically at work but unable to perform your duties. It also applies to our family, spouse, and life
The Customer Experience Executive Academy Class of 2021 and the CX Coaching brand