The Customer Service Revolution Podcast

Customer service, done right, can be your company’s single, biggest, competitive advantage. Join Customer Service Authority and best-selling author, John DiJulius, as he interviews leaders who are revolutionizing their industries. Scroll down to see our most recent episodes.

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128: Ignite by Possibility

Can you remember the last time you silenced your inner voice?  This episode of The Customer Service Revolution invites you to a fascinating conversation with Bronkar Lee, whose journey from an overweight kid to a high-profile entertainer, performer, and motivational speaker is inspirational. Bronkar's unique blend of music and circus...
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127: 6 Reasons Your Customer Experience Plummets When Your Business Skyrockets – and How to Avoid or Fix It

Just imagine if unchecked growth led your business to a painful downturn, compromising hiring standards, creating culture clashes, and ultimately causing a significant drop in customer service.  That's what happened to Starbucks, and in this episode of The Customer Service Revolution, we learn from their experience, identifying the crucial lessons...
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126: The Employee eXperience Revolution

As we stand on the precipice of a major shift in the workforce landscape, how will your organization adapt to the challenges and opportunities brought about by the Great Resignation? Are you ready to embrace the future of remote working and cultivate a company culture that attracts top-quality recruits and...
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125: Learning to Live Life on Your Own Terms

Prepare to be amazed as John ventures alongside the dynamic Anne Mahlum, a prominent American entrepreneur, motivational speaker, and philanthropist with a knack for starting and building businesses that make a real difference. From launching the revolutionary non-profit “Back on My Feet” - a transformative running club for the homeless...
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124: The Ownership Mindset

Who says engineering and entrepreneurship can't mix? In this episode of The Customer Service Revolution, John’s guest, Kerry Siggins, is the dynamic CEO of StoneAge Holding and has successfully bridged the gap between these two seemingly polar worlds. From her engineering background to the helm of a tech company, Kerry...
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123: Unleash the Offensive Mindset and Strategy Needed to Unlock the Extraordinary Life

Prepare to harness your potential and rip through barriers that have held you back. Get ready to learn from high-performance coach, speaker, author, and founder of multiple coaching programs, Brett Eaton, as he guides us through his unique strategies that have propelled countless clients toward their greatest achievements. Brett's approach...
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122: The Enemy of Great Customer Experience is Inconsistency

Imagine transforming how you handle customer service from a necessary part of the business to a moment that truly matters to the client. Sounds intriguing, doesn't it? In today's episode of The Customer Service Revolution, John welcomes Kevin Sloan, executive vice president of the branch network at KeyBank. You'll discover...
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121: Listening to What Your Customers Are Saying

What does it really mean to listen to your customers and harness the power of their voice? In this week’s episode of The Customer Service Revolution, John had the pleasure of discussing this fascinating topic with Leslie Pagel, Chief Evangelist of Authentics. Leslie offers her unique insights into the Voice...
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120: The Most Likeable Person I Have Ever Met

What's the secret to building lifelong relationships and turning bad luck into good fortune? Join John as he chats with the incredibly likable Eddie Cheyfitz. Eddie shares his inspiring journey from working in a grocery store to becoming a successful sales executive and eventually founding his nonprofit, Believe in Dreams...
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119: State of CX

John recently had the incredible opportunity to chat with Shep Hyken, a true expert in the customer service and experience world and a best-selling author. They discussed the current landscape of customer service and its crucial role in building customer loyalty. Their conversation led them to explore the fascinating statistics...
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118: Ship.Shipmate.Self

If you’re paying attention, you can find examples of leadership skills almost anywhere in life. From playing football to working in a corporate environment, good leaders stand out and inspire those around them to follow their lead.  What makes a good leader? What skills do they have that make them...
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117: How to Crush the Competition with Service

Customer service is often seen as a “soft skill,” something nice to have but not necessary for a business to run well. It’s an afterthought, and this is especially true for small businesses. When small businesses can learn customer service skills from larger ones, the business owners can see them...
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116: The Marketing Magnifier

Creating actionable marketing strategies and ideas can make all the difference in getting your business noticed. But not all marketing is created equally, so you have to know what types apply to your particular enterprise. Today, digital marketing is what most people think of when they think about marketing. It...
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115: Tailoring Your Brand Experience to the Female Consumer

You're missing out if your company isn’t creating an experience for its female shoppers. Female shoppers influence 86% of all household spending. Worldwide, they control and influence $43 trillion of spending. Companies often neglect their female demographic, catering to their male shoppers' more utilitarian needs and desires. Making minor adjustments...
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114: How Leaders Can Be Better Storytellers

Capturing an audience's attention can be tricky, particularly in a corporate setting. If you can master the art of storytelling, delivering your message becomes more enjoyable for everyone. If you’re a fan of movies or TV shows, you’ll recognize good storytelling as soon as you hear it. They’re captivating. In...
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113: Rock the Recession!

Layoffs are all over the news lately, and the word “recession” is everywhere. As a business owner, you may be fielding your employees’ questions about how a recession will affect your business. Smart business owners recognize the need to prepare for a recession before it becomes a reality. Preparing for...
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112: How a Serial Entrepreneur Inspires Millenials and Gen Z’s

Millennials and Gen Z often get a bad rap, but they may be the best generation to hire. As they’ve watched their parents and grandparents steeped in hustle culture to stay ahead, it’s given them insight into what they don’t want for their own careers. Their mantra seems to be...
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111: Creating a Customer Service Revolution

Creating a customer service revolution doesn’t have to be complicated. It’s actually pretty simple. It requires effort and a willingness to view your company and employees from the customer’s perspective. The number-one thing to remember about customer service excellence is that you’re in the customer perception business. It doesn’t matter...
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110: REPLAY: What it takes to be a Revolutionary

Chief Revolution Officer and best-selling author John DiJulius shares What it takes to be a Revolutionary.  In order to be a Revolutionary, you need to: Never say or accept “I gave my best”  Understand the Reality Distortion Field Ask yourself ‘What belief system needs to be changed in your world’?...
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109: Customer eXperience Executive Panel

According to Forbes, the CXE, or Customer eXperience Executive, is one of the fastest-growing roles. The DiJulius Group even offers a 12-month master’s course in customer experience called Customer eXperience Executive Academy. Its graduates have many success stories but have been through some of the same challenges and roadblocks your...
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108: Building a World-Class Internal Culture

We often don’t consider that the internal culture directly inside our organizations impacts our external culture. Building teams that work together allows us to focus on the customer. Departments operating in silos, poor internal handoffs, and miscommunication are all employee dissatisfiers and negatively impact customers. Some of the same tools...
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Episode107: Complaints 101

Complaints to any organization are a gift, especially today since consumers have so many options. Are your teams handling these important interactions consistently well? Are you tracking the issues and outcomes to monitor trends and bigger issues? Many organizations have implemented acronyms to help frontline workers deal with conflict when...
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106: World Class Leadership – Coaching Culture

We all have different answers to the question, “What is company culture?” Some say it’s values. Others say it’s purpose. However you decide to define it, company culture is the group’s collective personality, encompassing their behavior, knowledge, beliefs, and habits. Great coaches motivate teams and maximize their performance - both...
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105: What I Wish My Parents Knew

On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn’t get much better until he and his wife received...
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104: How To Turn the Great Resignation Into The Great Retention

Many factors have contributed to The Great Resignation that we are currently in. We could point the finger at economic turmoil, bad leadership, a changing culture, and so much more.  However, what is most important is figuring out how to turn this Great Resignation around. How can we turn it...
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103: The State of Customer Experience

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience. In this episode, we’re...
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102: A Time to Win

Today on The Customer Service Revolution, John talks with customer experience and digital marketing pioneer, Jay Baer. Jay has spent nearly 30 years helping the world's most iconic brands gain and keep more customers. This work has caused him to be inducted into the Hall of Fame of professional speakers...
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101: The Generational Guru

In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC.  Through his company, Mark is leading the national paradigm...
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100: Double Sales with Zero Salespeople

In this episode of The Customer Service Revolution, John DiJulius is talking with Andy Buyting, the founder and CEO of Tulip Media Group. Andy is also a best-selling author, serial entrepreneur, and strategic advisor. On top of all of this, Andy is the creative mind behind the integrated business strategy...
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099: Meet as Strangers, Leave as Friends

There is no greater skill that can be acquired that has a bigger impact on our personal and professional lives than the ability to build instant rapport with others. This is not a skill we’re taught and yet it’s crucial, not only for our professional success but for our personal...
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098: Boundless with Andy Bailey

Andy Bailey is a best-selling author and business coach. He started his first business in college and grew it to be an INC 500 multi-million dollar company. Through this experience, he learned how to build great organizations.  Most recently, Andy founded the company Petra. He spends his time coaching and...
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097: From Homeless to Bad Ass Boss Bitch

Robin Robins is the IT industry’s most in-demand marketing consultant, sales trainer, and direct response marketing consultant. As the CEO & President of Technology Marketing Toolkit, she specializes in developing strategic marketing, sales, and lead generation systems. For the past 20 years, Robin and her team have had one singular...
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096: Referrals Without Asking

John Ruhlin is the world’s leading authority in maximizing customer loyalty through radical generosity. He is the founder and author of Gift·ology and has been featured in Fox News, Forbes, Fast Company, Inc, and New York Times.  However, during his early years, John found himself selling knives. It was through...
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095: Reimagining the American Dream

Even with all of the newfound technological advancements, the modern-day American workplace has left much to be desired. With many leaving the workforce for numerous reasons and those left feeling overstressed and overworked, it has become a challenge to see the light at the end of the tunnel for many...
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094: AI and Your Contact Center

Joel Sylvester has an unsurpassable passion for customer service. His career spans hundreds of companies, working with brands like Mayo Clinic, Wells Fargo, South Carolina Parks, Ohio Parks, and Fellowes. He has over 20 years of crafting exceptional customer experiences under his belt. Today, Joel lives in Sioux Falls, South...
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093: Good Enough Now

Jess Pettitt is an author and keynote speaker. She believes to thrive in this world you have to ride two horses at once: one of humility and one of ego. This is why, while hosting and performing stand-up in NYC, she also worked as a diversity and inclusion specialist.  After...
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092: Change the Things You Can

As a college freshman, Marcus Engel was blinded and nearly killed after being struck by a drunk driver. This incident changed the trajectory of his life forever.  After recovering from the accident, Marcus decided to pursue Narrative Medicine. His training and personal outlook on life gave him an amazing message...
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Episode 091: The Evolution of Service

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Judson Laipply, who has been featured on the Today Show, Ellen, Oprah, GMA, and more.  Judson is the world’s first YouTube Celebrity. His finale, “The Evolution of Dance” has over one billion impressions and was the first video ever...
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Episode 090: CX Focus Fuels Extreme Growth

The pandemic of the last couple years has proved how important customer experience is. Organizations and leaders have learned that they won’t survive if they don’t have a solid customer experience in place and train all of their employees to institute it consistently.  Jay Juffre, the Executive Vice President of...
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Episode 089: Creating a Culture that Attracts and Keeps the Best Talent

Here at The DiJulius Group, we’re often surprised by how many leaders don’t think they are responsible for creating the culture they want in their organization.  The truth is, only leaders can institute change like this. As the leader, you set the pace for how everyone else will perform their...
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Episode 088: The Change Enthusiasm

Cassandra Worthy is the world’s leading expert on Change Enthusiasm®. She is lighting the world on fire with her refreshingly unique take on not just “managing” but growing through change just like our own John DiJulius customer service consultant.  Cassandra also runs a consulting firm called Change Enthusiasm Global. Through...
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Episode 087: Mastering Employee Engagement

Episode 087: Mastering Employee Engagement Jared Green is a speaker, author, and executive coach. He is known for bridging the gap between human engagement and organizational development through his company, Engage 365. Jared’s mission is to reimagine and redesign the employee experience with people strategies that best support business strategies...
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Episode 086: How to Create Your Signature eXperience & Remove Employee Roulette

Does your company have a Signature eXperience? A Signature eXperience is a distinct customer experience your customers can only get from you. Creating this kind of experience for your customers requires consistency. You have to get rid of “employee roulette” and train your employees on the CX that sets your...
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Episode 085: How to Deal with the Critics & Cynics in your Organization

Every one of us has three groups of people in our lives and businesses. We have the believers,  the fence-sitters, and the critics and cynics. The percentages of each group may be different for each of us but we all deal with these three groups. The question is, what do...
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Episode 084: 4 Price Myth Busters

Have you ever lost a customer and blamed it on your prices? Maybe you assumed that the reason the customer left was that your prices were too high. So, what did you do? You lowered your prices. In this episode, ​​Chief Revolution Officer John DiJulius of The DiJulius Group explains...
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Episode 083: Restaurant Group Increases Sales and Profits During Unprecedented Times

During the COVID-19 pandemic, many restaurants faced challenges beyond their control. Roughly 80,000 restaurants have temporarily or permanently closed since the start of the pandemic, according to estimates from the National Restaurant Association, down from 110,000 at the peak of the pandemic.  Edley’s Restaurant Group is no exception. They are...
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Episode 082: What has a Better ROI: Advertising or CX Training?

Chief Revolution Officer John DiJulius of The DiJulius Group discusses what has a better ROI: Advertising or CX Training? You will learn: The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have Sales is a lagging indicator of the level of CX...
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Episode 081: Reducing Customer Rage

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can reduce customer rage. You will learn: Customer anxiety is at an all-time high How to be aware of empathy fatigue To make employees aware that customers may overreact How to train employees to defuse How to train...
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080: Becoming a Successful CX (Customer Experience) Coach

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Frank Favaro, one of the top Customer Experience Coaches. They discuss how after having successful careers in multiple industries by focusing on building strong relationships, Frank started his own coaching business helping others do the same. You will learn:...
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079: Improve Communication to Retain Your Top Talent in an Employee Market

The DiJulius Group’s Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies need to improve communication to retain top talent in an employee market. You will learn: How the most challenging issue all companies face can be summarized in one word: communication.  By...
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078: Make BIG Happen

Most books that teach how to build and grow a company are organized around the functional areas of business, such as people, finance, operations, and marketing. Those factors are important – no question. But what is missing is an overarching methodology that systematically drives execution on the activities that will...
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077: Turn Upset Customers into Brand Evangelists

The DiJulius Group’s Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies can turn upset customers into brand evangelists. You will learn: How to anticipate your service defects and put protocols in place to make them right How to be prepared and equipped...
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076: The Ultimate Patient Experience

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dr. David Moffet, and his wife, Jayne Bandy about how they have built the Ultimate Patient Experience. Dr. Moffet is a bestselling author, entrepreneur, and today he and Jayne are Customer Experience Coaches who help transform the experience businesses...
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075: The Challenger Sale: Taking Control of the Customer Conversation

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Matthew Dixon, the best-selling author of The Challenger Sale: Taking Control of the Customer Conversation (Portfolio/Penguin 2011), which was a #1 Amazon and Wall Street Journal bestseller that has sold nearly a million copies worldwide and has been translated...
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074: Training Your Leaders How to Lead

The DiJulius Group’s Senior Customer Experience Consultant, Dave Murray, shares why companies need to train their leaders how to lead. You will learn: In today’s workplace, new leaders are promoted because they have done their jobs well, not because someone identified them as an emerging leader of others.   Many organizations...
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073: Keys to Delivering a Consistent, Great Customer Experience

The DiJulius Group’s Senior Customer Experience Consultant, Dave Murray shares how companies can deliver a consistent, great customer experience.  You will learn: How to stand out in a crowded marketplace How to ensure that you can maintain great service levels, even during rapid growth How to deliver a consistent experience...
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072: Winning on Purpose – The Unbeatable Strategy of Loving Customers

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred’s newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers. You will learn: How NPS has been adopted...
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071: Build the Culture Employees will Love

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can build a culture that employees will love. Learn: The DiJulius Group’s leadership mission How to prioritize employees’ mental health How to drive employee engagement Why you should build a culture moat And how the great resignation is...
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Entrepreneur’s Relentless Drive to Build Financial Firm

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Stephen Kearley, the President of Benson Kearley IFG (BKIFG), a financial service company based in Ontario, Canada. Kearley has built BKIFG into an incredibly successful firm known for being a world-class customer service organization.  You will learn: How Kearley’s...
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068: Stop Calling It a Labor Shortage, It Is a Turnover Crisis

Chief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis.  Learn: Why CX Strong should be your company’s highest priority right now Why overall customer satisfaction is at a 15-year low...
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