Recapping Week 2 of The Customer Service Revolution Conference

It’s week 2 of The Customer Service Revolution Conference featuring notable speakers Seth Godin, Mikki Williams, Chris Larkins, Dave Murray, and John DiJulius. 

Here are some takeaways from each of our speakers this week:

John DiJulius – Chief Revolution Officer of The DiJulius Group

• A recession is a horrible thing to waste. This is an opportunity we can’t miss.
• Recession is like a business enema. This isn’t happening to us, it’s happening for us.
• More is caught than is taught. People learn more by observing and by being part of something as opposed to the traditional classroom setting or a training manual.
• We need to show what victory looks like to our employees. Communicate that with your employees and tell them you’ve got their back. 
• Tough times do not build character, they reveal it.

Seth Godin

Seth is a marketing guru. He has written so many great books on marketing, leadership, and loyalty.

• Not only is customer service free, but it is also a profit center. Every dollar spent delighting someone in a way that causes them to talk about your brand, earns you more than a dollar. And if you invest money wisely in customer service, it pays for itself.
• Customer experience is your best marketing tool. If companies are more focused on activating evangelists, they become your advertising team out there to find those new customers for you. Turning someone who isn’t a customer into a customer is really expensive. When you dramatically over-achieve against the expectation and the promise, their best way to repay you is to tell their friends.
• Focus on customers with high lifetime value. Firing an unprofitable group of customers (with kindness and care) allows you to focus on your most profitable customers. 

Chris Larkins

Chris is a serial entrepreneur and then a senior executive at many big companies. He’s an expert in turnarounds and crisis management unit. Now, he’s a partner at CEO Coaching International that coaches some of the fastest-growing CEOs worldwide.

• You don’t have to come close to dying to learn how much closer to home your bucket list is. Your relentless pursuit of success can cause you to not appreciate what is in front of you
• The pandemic was not part of anyone’s SWOT analysis. 
• Ask yourself 3 provocative questions – to prepare for 2021

• 1. If I was starting my business today, what would I start doing & stop doing?
  2. What would I do if I were competing against my own company?
  3. Would my business survive without me?

Dave Murray – Senior Customer Experience Consultant (The DiJulius Group)

• It’s up to you to increase your employees’ service aptitude. If you don’t, you’re relying on the former employers of your team members for the customer service they receive.
• A customer service vision statement is your action statement. 

Mikki Williams 

Mikki is a motivational speaker for 30+ years. She’s in the Hall of Fame and she has spoken everywhere, including the White House. Mikki’s presentation is about the art and heart of storytelling.

• Facts tell – stories sell. The story is what gets you to care about those numbers. Stories move people to action.
• We are all in the same business – the emotional transportation business. Rip open their hearts so they will open their wallets out. Move them emotionally because real learning takes place heart-to-heart, not head-to-head.

For more key takeaways from the Customer Service Revolution Conference, check out The Customer Service Revolution podcast. If you’d like to listen, head over to 025: Recapping Week 2 of The Customer Service Revolution Conference.