133: The Employee Experience Revolution

Prepare to uncover the truth about customer service in today’s US economy.

We promise you a discussion that will not only shed light on the dramatic shift in consumer sentiment but also offer insights on how to turn this customer service recession into your competitive advantage. With customer satisfaction at a two-decade low, we stress the unparalleled importance of a consistent customer experience that will set your business apart from competitors.

Our guest on this episode of The Customer Service Revolution is Dave Murray, the Vice President of Consulting for the DiJulius Group. Dave brings a wealth of knowledge on creating an internal culture that champions empathy, compassion, and collaboration. Together, we tackle the often-overlooked aspect of negative cues in communication and how they profoundly impact customer perception and loyalty. We discuss the best practices in internal communication and team building to foster an environment where everyone understands their role, the “why” behind their tasks, and, most importantly, who their customer is.

Lastly, we shift gears to talk about personal growth and self-improvement. Prepare to reflect on your life and consider whether you’re living it to the fullest. We present strategies to be kinder, more compassionate, and more appreciative, leading you toward an extraordinary life that fulfills you and inspires those around you.

Don’t miss this episode that promises to leave you with valuable takeaways and a new perspective on customer service and personal growth.

Here are just a few takeaways:

  • Dave Murray’s thoughts on turning the customer service recession into a competitive advantage amidst a shift in consumer sentiment
  • The significance of internal culture that promotes empathy, compassion, and collaboration within an organization
  • The negative cues in communication that can significantly affect customer perception and loyalty
  • Defining communication channels, being present and focused during interactions, and establishing standards for understanding
  • Understanding who the customer is, both internal and external, and the impacts of not being aware of this
  • A reflection on personal growth, self-improvement, and strategies to live an extraordinary life that inspires others
  • The role of recognizing and addressing negative cues in communication for a positive customer experience

Resources mentioned:

The Customer Service Revolution Podcast

Customer Experience Executive Academy

Customer Experience Executive Online Academy

John’s blog


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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.