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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046: The Relationship Economy (Part 1)

046: The Relationship Economy (Part 1)

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 ...
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045: World Class Internal Culture

045: World Class Internal Culture

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 ...
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044: Zero Risk: Anticipating Your Service Defects and Having Protocols in Place to Make It Right

044: Zero Risk: Anticipating Your Service Defects and Having Protocols in Place to Make It Right

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 ...
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043: A Customer Experience Action Statement

043: A Customer Experience Action Statement

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 ...
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042: Customer Bill of Rights: You Want Customer Loyalty? Be Brilliant at The Basics

042: Customer Bill of Rights: You Want Customer Loyalty? Be Brilliant at The Basics

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 ...
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041: How do Apple, Starbucks, and Southwest Outperform the Rest of Their Industries Regardless of the Economy? Here’s How!

041: How do Apple, Starbucks, and Southwest Outperform the Rest of Their Industries Regardless of the Economy? Here’s How!

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 ...
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040: Starting Your Customer Service Revolution Journey

040: Starting Your Customer Service Revolution Journey

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: ...
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039: The Importance of Creating A Day in The Life of Your Customer Story & Customer Avatars

039: The Importance of Creating A Day in The Life of Your Customer Story & Customer Avatars

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 ...
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038: The Chick-fil-A of Police Departments

038: The Chick-fil-A of Police Departments

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. ...
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037: Struggle Well

037: Struggle Well

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 ...
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036: If You Don’t Grow The Team, You Can’t Grow The Business

036: If You Don’t Grow The Team, You Can’t Grow The Business

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 ...
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035: Tough Times: Tougher Teams

035: Tough Times: Tougher Teams

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, ...
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034: The Legacy of Tony Hsieh, The Man Who Built Zappos Into a Customer Experience Powerhouse

034: The Legacy of Tony Hsieh, The Man Who Built Zappos Into a Customer Experience Powerhouse

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 ...
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033: The Secret Behind How Chick-fil-a Gets Their Young Workforce to Deliver World-Class Customer Service Consistently

033: The Secret Behind How Chick-fil-a Gets Their Young Workforce to Deliver World-Class Customer Service Consistently

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 ...
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032: What it Takes to Be a Revolutionary

032: 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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031: How to Be The Brand Employees Can’t Live Without

031: How to Be The Brand Employees Can’t Live Without

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 ...
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030: How To Be The Brand Customer’s Can’t Live Without

030: How To Be The Brand Customer’s Can’t Live Without

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 ...
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029: State of Service

029: State of Service

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 ...
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028: Recapping Week 5 of The Customer Service Revolution Conference

028: Recapping Week 5 of The Customer Service Revolution Conference

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

027: Recapping Week 4 of The Customer Service Revolution Conference

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 ...
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026: Recapping Week 3 of The Customer Service Revolution Conference

026: Recapping Week 3 of The Customer Service Revolution Conference

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 ...
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025: Recapping Week 2 of The Customer Service Revolution Conference

025: Recapping Week 2 of The Customer Service Revolution Conference

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 ...
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024: Recapping Week 1 of The Customer Service Revolution Conference

024: Recapping Week 1 of The Customer Service Revolution Conference

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 ...
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023: Chosen Suffering with Tom Ryan

023: Chosen Suffering with Tom Ryan

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 ...
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022: Health & Wellness Has Never Been More Vital Than It Is Today with Dr. Paul Bizjak

022: Health & Wellness Has Never Been More Vital Than It Is Today with Dr. Paul Bizjak

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 ...
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021: Boring Loses Business with Darren LaCroix

021: Boring Loses Business with Darren LaCroix

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 ...
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020: Your Hidden Superpower with Adrienne Bankert

020: Your Hidden Superpower with Adrienne Bankert

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 ...
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019: Leadership Lessons from a Legend!

019: Leadership Lessons from a Legend!

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 ...
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018: The Trust Edge with David Horsager

018: The Trust Edge with David Horsager

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 ...
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017: Meet John DiJulius

017: Meet John DiJulius

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 ...
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016: The Practice with Seth Godin

016: The Practice with Seth Godin

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 ...
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015: Cash is King, The Goal is Survival with Chief Evangelist Guy Kawasaki

015: Cash is King, The Goal is Survival with Chief Evangelist Guy Kawasaki

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 ...
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014: If It’s Worth Doing, It’s Worth Doing Wrong with Arnie Malham

014: If It’s Worth Doing, It’s Worth Doing Wrong with Arnie Malham

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 ...
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013: Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 2

013: Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 2

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 ...
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012: Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 1

012: Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 1

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 ...
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011: Fostering Social Responsibility with DJ Santiago

011: Fostering Social Responsibility with DJ Santiago

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, ...
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010: Becoming a Virtuoso with Mike Rayburn

010: Becoming a Virtuoso with Mike Rayburn

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 ...
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009: Making Customer Experience Your Best Marketing Strategy with Dan Gingiss

009: Making Customer Experience Your Best Marketing Strategy with Dan Gingiss

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 ...
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008: The Guide to a World-Class Customer Service Experience with Craig Russell

008: The Guide to a World-Class Customer Service Experience with Craig Russell

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 ...
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007: Giving a World-Class Employee and Customer Experience with Mike and Tina Hodges

007: Giving a World-Class Employee and Customer Experience with Mike and Tina Hodges

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 ...
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006: Walking Through Fire for Your People with Jim McManemon

006: Walking Through Fire for Your People with Jim McManemon

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 ...
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005: How to Be the ONLY in Your Industry with Jesse Cole

005: How to Be the ONLY in Your Industry with Jesse Cole

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 ...
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004: The Three-Tiered Approach to Leadership with Alden Mills

004: The Three-Tiered Approach to Leadership with Alden Mills

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 ...
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003: How to Lead in a Crisis

003: How to Lead in a Crisis

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 ...
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002: Opportunities in Adversity

002: Opportunities in Adversity

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 ...
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001: What Will Be Your Quarantine Narrative?

001: What Will Be Your Quarantine Narrative?

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 ...
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