Recapping Week 1 of The Customer Service Revolution Conference
In our 12th year of doing The Customer Service Revolution Conference – and virtually our first – this year’s theme is Reimagine… Revolutionize. This powerful virtual event had over 1,400 leaders registered, which is double the live attendance we’ve ever had!
Here’s are some takeaways from each of our speakers this week:
John DiJulius – Chief Revolution Officer of The DiJulius Group.
- Beware of doomscrolling and doomsurfing. Doomscrolling and doomsurfing are the addictive tendencies to constantly surf or scroll through bad news. And it’s necessary to have a positive filter where you only focus on the positive.
- Denial is the opposite of “reimagine.” Sometimes, we get stuck in our ways and this can stop us from making an important decision. (ex. how giant Blockbuster lost its market to the tiny startup company called Netflix – and the rest is history!)
- The key to reimagining is having vuja de moments. It means seeing something familiar over and over again through constant tinkering, experimenting, and going down rabbit holes that allow you to turn evolution into a revolution.
Guy Kawasaki is the chief evangelist of Canva and the creator of Guy Kawasaki’s Remarkable People podcast. Guy outlines a list of the ten things he learned from directly working with Steve Jobs.
- Only competency matters – regardless of your race or your background.
- Customers don’t know what they want. Give them what they can’t live without.
- Don’t worry, be crappy. It means don’t wait till it’s perfect. Get it out there and then tweak it. Let the customer tweak it for you to tell you what’s wrong with it.
- Changing your mind is a sign of intelligence. Be open to saying you’re wrong about something. You need to be open and looking at what’s next.
Jess Pischel is a customer experience consultant at The DiJulius Group. She talks about overcoming virtual fatigue and becoming a Zoom zombie.
- Be intentional with your attention.
- Go down those rabbit holes of connecting.
- Give yourself more breaks.
- Change the scenery. (Ex. Unplug your computer from your desk and go to the patio or couch and work there for the next 15 minutes.)
- Fatigue is not a sign of weakness.
Corey is the Chief Marketing Officer of Socio with more than 20 years of experience in media tech. She talks about how to create a virtual community.
- Think about bite-sized chunks over the course of weeks. The live conference model does not translate to the virtual conference model. There’s nothing wrong with the original model of getting people together in a room together for two days. But it doesn’t work when we’re all sitting at home on a computer screen.
- Look at TV and television producers’ best practices.
Bronkar is a performer, coach, motivational speaker, and author of BAM: Bold Achievement Method. (He knows how to play 53 instruments – and several of them at the same time!)
- Adult learning happens when we least expect it. As we become older, we learn the most in those hallway conversations versus a classroom setting. So we have to be open to that.
For more information and resources on key takeaways from The Customer Service Revolution Conference, check out The Customer Service Revolution podcast. If you’d like to listen, head over to 024: Recapping Week 1 of The Customer Service Revolution Conference.