The Customer Service Revolution Podcast

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 ...

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 ...

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 ...

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.  Cassandra also runs a consulting firm called Change Enthusiasm Global. Through her work at the firm, she helps people understand ...

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. ...

Does your company have a Signature eXperienece? 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 ...

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 ...

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 ...

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 ...

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 ...

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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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 ...

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 ...

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 ...

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 ...

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 ...

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Ken Falke about his newest book Lead Well: 10 Steps to Successful and Sustainable Leadership. As a former member of the U.S. Navy, a serial entrepreneur, and the current chairman and founder of Boulder Crest Foundation, Ken has learned ...

Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, presents a webinar to help you determine if it is time for a CXO (Chief Experience Officer). You will learn: When it is time to hire/promote a CXO  Where CXOs come from How ...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the most important thing anyone can collect and how it will appreciate faster than anything else. Life is all about relationships and the rest is just details.  You will learn: Why you need to be extremely choosy when collecting relationships ...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses why undeveloped potential cheats those around us and those we touch, influence, and impact. It also deprives us of joy, satisfaction, and opportunities. Living life to our fullest potential is not an opportunity; it is a responsibility. We have an ...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees.  You ...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your ...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the top 4 reasons why the majority of businesses from the medical, financial, and legal industries are so archaic in the client experience they deliver. You will learn: Why doctors, lawyers, and accountants don’t have time to focus on strong ...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers ...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 6 steps in launching a successful customer service initiative that lasts. Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and ...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with the legend of corporate culture, Chuck Runyon. Chuck is the CEO and co-founder of Self Esteem Brands, LLC, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U. Chuck has created one ...

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again.  You will learn: How to design and create an experience that gets customers to return again and ...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best way to capitalize on revenge spending. The last 18 months have built up a lot of demand and consumer savings are near record highs. However, customers are now pickier than ever about which companies they do business with. ...

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service.  You will learn: If your employees are not providing the same level of customer experience ...

Senior Customer Experience Consultant for The DiJulius Group Dave Murray talks with international keynote speaker and customer experience coach Dan Gingiss about some great insights from his upcoming book, The Experience Maker, as well as about how to create an experience that people want to share.    You will learn: ...

In this week’s episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, sits down with Jack Mackey who’s listed in the Who’s Who of Customer Experience and is a founding member of the Customer Experience Professionals Association. Understand how to create remarkable new experiences by solving not selling ...

Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience.  You will learn: The difference between the customers we attract versus the customers ...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer’s experience.  You will learn: Why measuring your customer’s experience is critical to improving the customer ...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, or “Murray,” Senior Customer Experience Consultant for The DiJulius Group, about the Commandment X of The DiJulius Group’s Methodology, World-Class Leadership.  You will learn: How to create a world-class internal culture that only attracts, hires, and retains ...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy about the power of establishing consistency throughout every customer touchpoint and creating systems and processes that remove variation and provide a consistent ...

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives ...

On this week’s podcast, Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy continues the second part of interviewing John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in The Digital Age. This is part 2 of 2 ...

On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. You ...

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should ...

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Murray talk about how to build a Zero Risk Organization.  You will learn: What it means for an organization to be Zero Risk How easy are you ...

In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Dave talk about how the best customer service companies in the world all have a customer experience action statement (formally known as the customer ...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver ...

Chief Revolution Officer John DiJulius of the DiJulius Group answers this question: Why do companies like Apple, American Express, Tesla, Chick-fil-A, Starbucks, Amazon, Southwest, and Zappos always outperform the rest of their industry regardless of the economy? It is the service, stupid! Today, discover how one company increased revenue to ...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have.  You will learn: ...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how one of the best ways to increase your employees’ service aptitude and empathy for their customers ...

Johnny Jennings, Chief of Police at Charlotte-Mecklenburg Police Department, Charlotte, has a vision for what type of police department he wants to build, some may call it an unrealistic vision. Jennings wants Charlotte to be known as the Chick-fil-A of police departments. And he is not just talking about it. ...

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Ken Falke, a former member of the U.S. Navy, serial entrepreneur, and author. Today, Ken’s passion is taking care of his fellow combat veterans and their family members. He is the chairman and founder of Boulder Crest, an organization ...

Chief Revolution Officer John DiJulius of the DiJulius Group brings back Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes-uncomfortable message on leadership to thousands of entrepreneurs. Arnie is an expert ...

The DiJulius Group’s Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan’s books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, ...

The DiJulius Group’s Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray talk about the legacy of Tony Hsieh, the man who built Zappos into a customer experience powerhouse. Hsieh pioneered so many revolutionizing customer experiences used in all industries today.  What you will learn: How Tony ...

Chief Revolution Officer and best-selling author John DiJulius speaks with Ryan Magnon, Senior Principal Operations Lead at Chick-fil-A Corporate. From quality officer in the Air Force to Vice President of Quality for the luxury hotel brand Capella Hotels & Resorts to Senior Member of the American Society for Quality, Ryan ...

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’? ...

Chief Revolution Officer and best-selling author John DiJulius shares how to be the brand EMPLOYEES can’t live without. In order to be the brand EMPLOYEES can’t live without, you need to focus on these areas: Make your interview process ungameable. Become the business great employees seek out. Make your brand ...

Chief Revolution Officer and best-selling author John DiJulius shares How to be the Brand Customers Can’t Live Without.   In order to be the brand customers can’t live without, you need to focus on: Focus on Micro-Moments Avoid Empathy Fatigue Address the Relationship Deficit Train your employees on how to ...

Chief Revolution Officer and best-selling author John DiJulius shares what your organization needs to do to Reimagine your business model to help make 2021 your best year ever!  You will learn: Understand the irreversible impact of COVID-19 What are the best ways to Reimagine your business model? How COVID is ...

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers who presented during week 5 of The Customer Service Revolution Conference, featuring Ken Blanchard, Adrienne Bankert, J.R. Heckman, Dave Murray, and John DiJulius.   You will learn: How it all starts with ...

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 4 of The Customer Service Revolution Conference, featuring David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius.    You will learn: Why should you make your ...

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 3 of The Customer Service Revolution Conference, featuring Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius.   You will learn: How to address the ...

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 2 of The Customer Service Revolution Conference, featuring Seth Godin, Mikki Williams, Chris Larkins, Dave Murray, and John DiJulius.   You will learn: A recession is a horrible ...

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 1 of The Customer Service Revolution Conference, featuring Guy Kawasaki, Jess Pischel, John DiJulius, Corey McCarthy, and Bronkar Lee.  This is our 12th year of putting on this ...

In this episode, John DiJulius talks with Tom Ryan, NCAA Championship head coach of the Ohio State University wrestling team. As an All-American college wrestler, Tom embraced his fair share of “chosen suffering.” It wasn’t until the sudden death of their five-year-old son, Teague, that Tom and his wife encountered ...

In today’s episode, customer experience expert John DiJulius talks with health & wellness expert Dr. Paul Bizjak. Dr. Paul Bizjak is a serial self-experimenter, working to test success & wellness theories in an effort to help others live their best life possible. His more than 22 years in his private ...

Darren LaCroix went from being a struggling stand-up comedian to winning the title of The World Champion of Public Speaking in less than nine years. He may have been born without a funny bone in his body, but he possessed the desire to learn and the willingness to fail. This ...

John DiJulius interviews Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert. Adrienne is a national correspondent for ABC News often seen on Good Morning America and World News Tonight. She has covered some of the most historic headlines of the past decade and the biggest stories in sports and ...

What does it take to be an exceptional leader?  In today’s episode, Dave Murray talks with leadership expert Dr. Ken Blanchard as they discuss some key insights into servant leadership.  The Ken Blanchard Companies has conducted amazing research since 1979. They have created so many amazing programs focused on developing ...

There are many leaders today who aren’t solving the issues in their organization – and that’s because they fail to recognize the deeper, underlying issue that sits right at the core of those – trust. Trust affects everything. And the only way to get faster results is increased trust. In ...

In this episode, world-class customer service authority and president of The DiJulius Group, John DiJulius, shares some great insights into customer experience gleaning from his remarkable years of experience and expertise. John didn’t get his success offered on a silver platter. When his dad deserted his mom and siblings, they ...

This week, customer experience expert John DiJulius interviews the legendary Seth Godin, entrepreneur, author, speaker, leader, and visionary. Seth Godin is the author of 20 books that have been bestsellers around the world and have been translated into more than 35 languages. In 2018, Seth was inducted into the Marketing ...

In this episode, The DiJulius Group’s Chief Revolution Officer John DiJulius talks with Chief Evangelist Guy Kawasaki, the man who popularized the term “evangelism.”  Guy Kawasaki started his career working directly with Steve Jobs as Apple’s Chief Evangelist. He is a brand ambassador for Mercedes Benz, an executive fellow of ...

Culture reflects leadership – and sometimes, you need to do things wrong in order to finally get them right.  In today’s episode, learn how to be the leader that you need to be so you can create a culture you can truly be proud of. Chief Revolution Officer John DiJulius ...

People want to be part of something larger than themselves. They want to be part of something they’re proud of, that they’ll fight for, and that they trust. This is what Starbucks has built – no wonder they have raving employees and raving customers that can’t go a day without ...

In today’s episode, Chief Revolution Officer John DiJulius and senior consultant Dave Murray from The DiJulius Group feature the man who revolutionized, not only the coffee industry but the entire retail and hospitality industry – Howard Schultz. Howard’s actions as a leader and what he had done to build Starbucks ...

Giving back to the community is not just about writing a check. Social service should be way more than that. You have to get involved and find out what people with different backgrounds are like. And it starts with having those conversations. In this episode of The Customer Service Revolution, ...

Dave Murray talks with Mike Rayburn – a guitar virtuoso, a wonderful comedian, and an awesome motivational speaker. Combine these three amazing talents and what you get is a keynote artist. Mike is a Hall of Fame speaker. He has given two TEDx Talks and has headlined at Carnegie Hall ...

In this episode, Dave Murray talks with Dan Gingiss, speaker, consultant, and the author of Winning at Social Customer Care. He also co-hosts Experience This! Podcast.  Dan has a 20-year experience in Corporate America, mostly as a marketer, and eventually as a customer experience guy. He worked at large companies ...

Today’s guest is Craig Russell, a senior executive who has worked with top brands including Starbucks, Red Robin, Seattle’s Best, and Restaurants Unlimited. Craig is the embodiment of world-class customer service. It isn’t something you strive to achieve in two or three years. Otherwise, it’s going to be a painful ...

How much of your focus as a company is on employee experience? When you build a world-class internal culture, what’s experienced on the inside will be experienced on the outside.  Be world-class to your employees and they will give that to your customers. Today’s guests are leaders and visionaries, Mike ...

In this highly competitive world of business, price and quality can only bring you so far. What will then set you apart? Genuine customer care = highest customer satisfaction But that can only be achieved under a strong banner of leadership. Today’s guest is Ritz-Carlton royalty, Jim McManemon.  A veteran ...

What makes you stand out from the rest in your industry? It can’t just be the price. It can’t just be the product. Think fans first. Think not just customer experience – but remarkable customer experience. But what kind of experience would make you different?  How do you keep your ...

Are you and your organization really focused on leadership, or are you too focused on the byproducts of leadership?  In times of crisis where there’s too much uncertainty, where do you stand as a leader? In this episode, Dave Murray from The DiJulius Group chats with Alden Mills, a nationally ...

In times of adversity and change, we discover who we are and what we’re made of. As the saying goes, “Tough times don’t build character. They reveal it.” How you lead right now says so much about you as a leader. You have to set the tone for your entire ...

Today, I want to talk about the incredible opportunities that can come from the COVID-19 crisis in our personal lives.  Constantly checking news headlines and social media during times like this can become an unhealthy addiction. This can add to your stress and fear that would only negatively impact your ...

Welcome to the first episode of the Customer Service Revolution Podcast! This is more than a podcast though. It’s a movement.  The Customer Service Revolution is a radical overthrow of conventional business mentality designed to transform what customers and employees experience. If you are a revolutionary customer service leader who’s ...