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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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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067: Lead Well

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...
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066: Is it Time for a CXO (Chief Experience Officer)?

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...
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065: The Best Thing You Can Collect

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...
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064: How to Live an Extraordinary Life… So Countless Others Do as Well

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...
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063: 5 Steps to Creating an Organization Obsessed with Going Above and Beyond

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...
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062: The Customer Experience Olympics

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...
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061: Why Your Doctor, Lawyer, & Accountant Suck at Service

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...
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060: How to Attract a Bunch of Tesla-Driving, Peloton-Riding, Starbucks-Drinking, Apple-Using, Lululemon-Wearing Customers

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...
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059: 6 Steps in Launching a Successful Customer Service Initiative that Lasts

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...
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058: Creating a Tattoo Worthy Brand

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...
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057: I’ll Be Back – How to Get Customers to Come Back Again and Again

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...
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056: How to Capitalize on Revenge Spending

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...
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055: The Weather Report Challenge

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...
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054: “The Experience Maker” with Dan Gingiss

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:...
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Episode 053: The Science of Service and Loyalty with Jack Mackey

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...
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Episode 052: Talking “Ultimate Guest Experience” with Author Scott McKain

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...
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Episode 051: Measuring Your Customer’s Experience

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...
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Episode 050: World Class Leadership

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...
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Episode 049: The Customer Experience Cycle

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...
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048: A World-Class Patient Experience

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...
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047: The Relationship Economy (Part 2)

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...
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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

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

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

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

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!

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

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

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

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

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

Chief Revolution Officer and customer service consultant 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...
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035: Tough Times: Tougher Teams

The DiJulius Group’s Chief Revolution Officer and consultant 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...
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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

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

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

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

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

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

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

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

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

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

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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