026: Recapping Week 3 of The Customer Service Revolution Conference
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
- Virtual dulls connections –
- 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
Resources mentioned:
https://customerservicerevolution.com/
https://thedijuliusgroup.com/project/cx-executive-academy/
https://thedijuliusgroup.com/project/cx-executive-academy-online/
025: Recapping Week2 of The Customer Service Revolution Conference
https://thedijuliusgroup.com/csr025