Recapping Week 3 of The Customer Service Revolution Conference

It’s week 3 of The Customer Service Revolution Conference featuring another amazing roster of speakers including Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius. 

Here are some takeaways from each of our speakers this week:

Jesse Itzler

Jesse Itzler is the co-founder of Marquis Jet and co-owner of the Atlanta Hawks. He’s also the author of the New York Times bestseller, Living with a SEAL.

• We’re all just one idea away from changing the trajectory of our life. 
• Evening routines are just as important as morning routines. – Spend 5-10 minutes in the evening mapping out the next day.  
• This is a time to be remembered as a great human. It’s an opportunity to rise above everyone and be remembered as a great human.
• The 3 C’s of customer service:
  • Compliment
  • Congratulate
  • Console

Dr. Paul Bizjak

Dr. Paul Bizjak is a serial self-experimenter, working to test success and wellness theories in an effort to help others live their best life possible. He is the creator of the popular Friday’s Findings, a weekly email newsletter that shares three things he comes across each week in his own effort to “figure it all out.”

• 80% of Americans have at least 1 chronic illness, and 50% have 2+. The solutions are under our control, we just have to focus on them.
• The big 4 of our lifestyle choices: Food, Exercise, Stress Management, Sleep
• Presenteeism is a major problem in corporate America today. – It’s when people are dedicated and might love their jobs, but they also might be physically unable to do all of their jobs because of their lack of wellness. 

Darren LaCroix

Darren is currently the only speaker in the world who is a CSP (Certified Speaking Professional), an AS (Accredited Speaker), and a World Champion of Public Speaking. He is also the co-host of Unforgettable Presentations podcast. 

• The 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 audio, poor lighting, things behind you, etc.) so you want to be the most important thing that your customer audience is listening to. 
• Flow matters. – Avoid not keeping your audience engaged.
  • Change the pace element every 3-4 minutes, tell a story, ask a question, or 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.

John DiJulius – Chief Revolution Officer of The DiJulius Group

• How to address the relationship deficit – Today, we’ve been forced into a virtual world that adds to these unintended consequences, one of which is called relationship deficit. Businesses that create an emotional connection will dominate going forward. 
• How to avoid empathy fatigue – As leaders, we have to constantly be helping our employees to re-energize, rejuvenate, feel appreciated, and understand the critical role they play in their customer’s day. 
• Find the conversation gifts. There is a gift in every conversation. Whether that’s a link to an article, podcast, or video of a topic you discussed, there’s always something that you can give to people.

Dave Murray – Senior Customer Experience Consultant (The DiJulius Group)

• Customer Experience Cycle (CEC) is a great tool when you’re focused on your external customers and creating standards for your team. But you also need to focus on the internal handoffs and how that negatively affects the customers (miscommunication, delays, etc.). 
• 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.

For more key takeaways from the Customer Service Revolution Conference, check out The Customer Service Revolution podcast. If you’d like to listen, head over to 026: Recapping Week 3 of The Customer Service Revolution Conference.