The Customer Service Revolution Podcast

Summary In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DiJulius discuss the concept of making price irrelevant through exceptional customer experiences. They explore how consistency in service, a zero-risk mindset, and equipping employees to articulate value can lead to customer loyalty and a competitive edge...

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the common misconceptions surrounding pricing and customer retention. He emphasizes that many businesses misdiagnose their issues as pricing problems when, in fact, the root cause often lies in the customer experience. Through various examples and case studies...

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and Dave Murray discuss the critical importance of customer experience consulting across various industries. They explore how systems and structures can enhance customer interactions, the significance of internal communication, and the need for organizations to recognize their role...

What it takes to build a culture that is obsessed with delivering a world-class experience Summary: Chief Revolution Officer John DiJulius speaks withRicky Arriola, the founder and CEO of Inktel Holdings Corp, one of the country’s leading customer experience and business process outsourcing firms. Inktel provides outsourced customer experience solutions...

Severing Work and Personal Life Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the alarming trend of employees, particularly Gen Z, wanting to sever their work and personal lives. They explore the implications of this disconnect, the role of workplace...

Exceptional Experiences Summary: In this engaging conversation, Neen James, a leadership strategist and author, discusses the importance of creating exceptional experiences in business and life. She emphasizes that luxury is a mindset, not just about expensive things, and shares insights on how to make people feel seen, heard, and valued...

The Six Components of a Five Star Experience Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the six key areas that separate good companies from iconic brands. They explore the importance of physical experience, atmosphere, ease of doing business, technical excellence, operational...

Summary: In this episode, John R. DiJulius III and Denise Thompson discuss the importance of taking time for personal growth through sabbaticals, the evolving job market dynamics leading to a trend of loyalty among employees, the stark contrast in compensation between CEOs and average workers, and the philosophy surrounding wealth...

Summary: In this episode of the Customer Service Revolution, Denise Thompson and John DiJulius discuss the changing landscape of customer service, particularly focusing on Southwest Airlines. They explore how the airline, once a leader in customer satisfaction, is facing challenges due to management decisions prioritizing profits over customer experience. The...

Summary: In this episode of the Experience Revolution podcast, host Dave Murray speaks with Katie Osborn, co-owner and vice president of marketing for Alpin Haus. They discuss the evolution of Alpin Haus, a family-run business that has expanded from a ski shop to a retailer of various outdoor fun products...

Summary: In this episode of the Experience Revolution podcast, host Dave Murray speaks with Kevin Shipley, Associate Vice President of Community Engagement at Gulf Coast Blood. They discuss the evolution of donor experience at Gulf Coast Blood, emphasizing the importance of empathy, leadership support, and innovative training methods. Kevin shares...

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson interviews Dave Murray, VP of consulting for the DiJulius Group. They discuss the critical connection between employee experience and customer experience, the challenges of accidental management, and the importance of a strong recruiting and onboarding process. Dave shares...

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the importance of creating an above and beyond culture in customer service. They explore how empowering employees, defining what above and beyond means, and overcoming fears can lead to exceptional customer experiences...

How to Become Your Clients' Trusted Business Partner Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson delve into the art of becoming an indispensable business partner. Discover how to build trust and foster relationships that clients can't imagine living without. From the importance...

 The Big Con Summary In this conversation, Denise Thompson and John DiJulius III explore the evolving landscape of customer experience and consulting. They discuss the challenges faced by young adults in social interactions, the state of customer experience in America, and the importance of co-creation in consulting. The conversation...

Gen Z Gaze Summary In this episode, Denise Thompson and John R. DiJulius III discuss the phenomenon of the 'Gen Z gaze' and its implications for customer service. They explore generational differences in social skills, the impact of technology on communication, and the role of AI in hiring processes. The...

From Struggles to Success: John's Journey (Part 2) Summary This is the second half of the story From Struggles to Success:  John's Journey.  Part 1 can be found here, episode 213. (https://thedijuliusgroup.com/csr-213/). If you have not listened to the first half, we recommend starting there first.  This section picks up...

From Struggles to Success: John's Journey (Part 1) Summary In this episode of the Customer Service Revolution podcast, John R. DiJulius III shares his journey from a challenging childhood to becoming a successful entrepreneur. He discusses the impact of his family dynamics, struggles in school, and the role of sports...

Mastering the Art of Listening Summary In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson discuss the importance of listening in customer service and leadership. They explore recent trends in customer experience, the art of listening, and practical tips for improving listening skills. The conversation...

 Day in the life Summary In this episode, Denise Thompson and John DiJulius discuss various themes surrounding age, happiness, and the importance of kindness in society. They delve into the findings of the World Happiness Report, highlighting the decline in happiness in the US and the specific struggles faced...

The Customer Experience Action Statement Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the importance of the Customer Experience Action Statement and its role in transforming organizational culture. He explains how this statement serves as a guiding principle for employees in their interactions with customers...

Achieving NPS Growth Through Client Engagement Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative 'Moments Matter' initiative. They discuss the framework's three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to...

Building Relationships in a Digital Age Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical importance of human experience in business, emphasizing that while technology can enhance service, it cannot replace the unique value of personal interactions. He introduces the concept of URX (You...

Summary In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson discuss the importance of transforming negative experiences into positive ones in customer service. They explore the concept of the Customer Bill of Rights, emphasizing the significance of consistency in service delivery. The conversation delves into...

Summary In this episode Chief Revolution Officer John DiJulius talks to Kevin Sloan, Executive Vice President, Head of Retail Banking, for KeyCorp. As Head of Retail Banking, Kevin Sloan leads the execution of KeyBank’s retail relationship growth strategy centered on helping clients and communities thrive. His responsibilities include leading 5,500...

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of 'Secret Service' that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution...

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of customer experience, particularly in the context of the Customer Experience Executive Academy. They explore how businesses can navigate economic uncertainty by focusing on enhancing customer experiences. John shares insights on the...

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to...

Summary In this conversation, Dr. David Horsager, the CEO of Trust Edge Leadership Institute, inventor of the Enterprise Trust Index™, director of the global study, Trust Outlook®, and bestselling author of four books. David is called by Forbes, "the world’s leading authority on trust.”  As a leading authority on trust...

201: Navigating Uncertainty: The Opportunities of a Recession Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need...

200: Indicators of Failing Customer Service: What CEOs Get Wrong When Navigating Customer Service Challenges in a Weak Economy Summary In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy...

  Summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively...

  summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement...

Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers. The conversation also covers...

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including...

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of creating consistency in customer service across multiple locations. They explore the challenges businesses face when scaling, the six components of customer experience, and the significance of proof of concept in training...

Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer...

Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss John's evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today's workforce. John shares insights from his...

Podcast Summary: In this episode, Denise and John discuss John's journey from being an employee at UPS to becoming a successful entrepreneur in the beauty industry. They explore the challenges faced in starting a salon, the importance of customer service, and how John's experiences led him to become a sought-after...

This week, John sits down with his managing partner, Denise Thompson, to discuss her evolution with the DiJulius Group and what advice she has for working alongside an entrepreneur.     Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee...

Learn the pros and cons of how to roll out new content to your teams this week, as Dave Murray, VP of Consulting for The DiJulius Group, steps in as our guest host. In this episode, we focus on rolling new content out to staff, and our guest isBrenda Larson...

Chief Revolution Officer, John DiJulius sits down with Rory Vaden, who is the New York Times bestselling author of Take the Stairs. His insights have been featured in the Wall Street Journal, Forbes, CNN, Entrepreneur, Inc, on Fox News national television and in several other major media outlets. As a...

About Dave Murray The DiJulius Group’s Vice President of Consulting and co-author of The Employee Experience Revolution,  Dave is a master at helping companies create real change that sticks.  He excels at communication and easily bridges the gap between your corporate leaders and front-line team members.  His passion for building ideal...

About Scott Grates Scott Grates has mastered the art of leveraging relationships to amplify business success. His approach centers on the belief that in a world rushing towards digital impersonality, the true edge lies in personal connections and consistent, thoughtful engagement. Grates, the author of "Referrals Done Right," showcase his...

The DiJulius Group Chief Revolution Officer John DiJulius talks with Leslie Shreve Founder and CEO Productive Day® Workload Management and Productivity Expert, Creator of Taskology® The Science of Getting Things Done   Leslie shows executives how to increase efficiency and productivity by up to 300% in as little as 4...

Forget Customer Surveys; Learn the Real CX KPIs you Should be Measuring   Chief Revolution Officer John DiJulius discusses how today customers are suffering from survey fatigue. There may be better ways to measure your customer satisfaction than surveys. John shares the best KPI’s and how every business should have...

Today’s episode is from a live Q&A with The DiJulius Group Chief Revolution Officer John DiJulius, during which he answered questions from business leaders on how to be more effective leaders.       Links: The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive...

Developing Your Team Members   The DiJulius Group Chief Revolution Officer John DiJulius talks with Dr. Nathan Unruh. Dr. Nathan Unruh Dr. Nathan Unruh is a visionary leader and successful entrepreneur dedicated to enhancing people’s lives. With decades of experience in the chiropractic field, he has expanded his reach...

Be A Warrior in Business   In this episode, John welcomes NIP & RITA SINGH, founders of S&A Consulting Group, a global resource management consulting company, and most recently, best-selling authors of a brand new book, Be A Warrior In Business: How To Develop Resilient Organizations and Teams Learn: What...

Creating Your Customer Experience Action Statement   Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to create your organization's customer experience action statement (CXAS). Every great customer service company has a defined CXAS that is the NorthStar for what every customer-facing employee should intentionally try...

What Is On Your Paper Napkin?   Govindh Jayaraman The DiJulius Group Chief Revolution Officer John DiJulius talks with Govindh Jayaraman, a serial entrepreneur for 30+ years, strategic thought leader, bestselling author, and coach for CEOs and entrepreneurs. Govindh has been called “A Modern Day Napoleon Hill” through his...

Turning Your Contact Center into a Relationship Center   Dave Murray, VP of Consulting at The DiJulius Group, discusses three ways to turn your current contact center into a center focused on building and maintaining customer relationships. Here are the three things we need to focus on: Finding Negative Cues—Negative...

The Man in the Red Bandana   John DiJulius, Chief Revolution Officer, interviews Matthew J. Weiss, a lawyer, entrepreneur, filmmaker, public speaker, and author. In 2006, Weiss heard a story about an incredible hero who would transform his life. This led him on a six-year journey to make his award-winning...

Becoming, and Excelling as, a CXO   In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not...

Selling as an Experience   Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to make sellilng as an experience. Today is all about sameness. Every company, every sales person, account executive says the same thing. We have the best product, we are the smartest, we...

Training Your Employees on the Critical Soft Skills Needed Today   Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to train your employees on critical soft skills. We are living in the “digital disruption era” in which technology has provided us with unprecedented advances, information...

How to Create a Customer Service Revolution in Policing   Chief Revolution Officer John DiJulius talks with Sandy D’Elosua Vastola, CX project lead for Charlotte-Mecklenburg Police Department. She was instrumental in helping Charlotte PD creating a cx revolution in law enforcement which is now being copied by police departments throughout...

HR Like a Boss     Chief Revolution Officer John DiJulius sits down with John Bernatovicz who is an entrepreneur, podcast host, speaker, HR advocate, and author of HR like a Boss.   Learn How John Bernatovicz got into the HR world How he defines HR Why he wrote HR...

Have you ever been accused of becoming a freak?  Maybe you should be flattered...   Chief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution...