Recapping Week 4 of The Customer Service Revolution Conference

It’s week 4 of The Customer Service Revolution Conference featuring another amazing roster of speakers including David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius.

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


John DiJulius – Chief Revolution Officer of The DiJulius Group

  • Make your interview process un-gameable. Think of the hiring process as a 30-foot high fence with barbed wire on it. Pay attention not only to the questions themselves but to other variables that also come into play.
  • Stop trying to find great employees and focus on becoming the business great employees seek out. Make your employees feel that the paycheck is the least valuable thing they receive from the company.
  • The ability to encourage is the most critical skill any leader needs to master and execute to help others obtain their highest potential. 


David Horsager

David Horsager is the CEO of Trust Edge Leadership Institute, national bestselling author of The Trust Edge, inventor of the Enterprise Trust Index™, and director of one of the nation’s foremost trust studies: The Trust Outlook™

  • Why lack of trust is your biggest expense – If you want to increase your customer service, increase loyalty, and increase referrals, you have to deal with the trust issue because trust is the leading indicator.
  • The opportunity to build trust the fastest is in crisis and recovery. 
  • Trust in leadership is the #1 thing employees want from an organization. 92% of people said they would trust their senior leaders more if they’re more transparent about their mistakes. 


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

  • The 5 top reasons for turnover: 
  1. Their immediate manager
  2. Poor fit for the role
  3. Fellow co-workers are not committed
  4. Pay and benefits
  5. Not feeling a connection to the organization 
  • Create The Employee Experience Manual or TEEM. This is a tool you can use to ensure employee experience, not just customer experience.
  • How valuable departmental huddles are – Team huddles are an effective tool to share learning opportunities, to share examples of autonomy, and to recognize all of the achievements that have taken place within your department. 


Tom Ryan

Tom Ryan is the head coach of The Ohio State University Wrestling Team and who has a passion to transform ordinary lives into elite champions. Tom is the author of Chosen Suffering.

  • Suffering is synonymous with love and sacrifice. Look for people who have the willingness to suffer at a level others aren’t willing to do. This is called “chosen suffering.” 
  • The difference between chosen and unchosen suffering – Unchosen suffering is that which brings you to your knees and which you don’t want to be a part of. But that’s what molds you to have a better sense of the meaning of life. 
  • The difference between character and reputation – Reputation is who people think you are and character who is who you really are.


Tom Bilyeu

A unicorn entrepreneur, Tom Bilyeu co-founded Quest Nutrition and built it into a billion-dollar business in just 5 years – all without outside funding. Following his exit from Quest, alongside his wife Lisa, they co-founded the media studio, Impact Theory, a content creation machine that empowers people. 

  • If you want to have a real impact, you have to have a terrifying degree of clarity.
  • It doesn’t matter who you are today. It only matters who you want to become and the price you want to pay to get there. 
  • Failure is the most information-rich data stream you will ever encounter. You’re never going to learn as rapidly as you’re going to learn from failure.
  • Passion is the energy that needs to fail over and over again without losing your enthusiasm.

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 027: Recapping Week 4 of The Customer Service Revolution Conference.



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.