008: The Guide to a World-Class Customer Service Experience with Craig Russell

Today’s guest is Craig Russell, a senior executive and customer service specialist who has worked with top brands including Starbucks, Red Robin, Seattle’s Best, and Restaurants Unlimited.

Craig is the embodiment of world-class customer service.

It isn’t something you strive to achieve in two or three years. Otherwise, it’s going to be a painful three-year journey.

Rather, it’s a decision you have to presently make – to do world-class things, to act world-class, and to be world-class. 

In this episode, you will hear:

  • Why there’s no ribbon-cutting ceremony to be world-class
  • Behavioral change in soft skills vs. execution skills
  • How to empower your frontline with zero risks
  • The need to marry digital technology with human interaction


Resources mentioned:

Find out more about Craig Russell on Novus Coffee Imports or email him at craig@russell360.com for consulting and advising. 


About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.