Customer Service Revolution John Dijulius

Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius.
Listen here → https://thedijuliusgroup.com/csr132
On this episode of The Customer Service Revolution, we’re delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu” in the business landscape. John will also share his thoughts on the crucial role of a strong service recovery process in boosting customer loyalty and the transformative power of purpose in business. 
John’s 2023 Customer Service Revolution Conference talk will ignite your understanding of customer service's broader societal impact. With a growing epidemic of loneliness and isolation affecting every generation, discover how this impacts how we work and connect with people. We'll also examine the severe effects of the pandemic, particularly on college students. Gain insights into how to train your employees for exceptional customer service, the value of a service aptitude test, and the latest trends in the American Customer Satisfaction Index. 
We reveal how curiosity is the foundation of stellar customer service. John illuminates the principles of hospitality that eliminate personal interpretations, how top-of-mind awareness and regular staff training can curtail employee roulette, and how silent cues and visual triggers can deliver a fantastic customer experience. Listen as we explore methods to ensure employees understand their responsibilities when dealing with customers and how to handle customer complaints effectively.
Don’t miss this opportunity to learn from one of the best in the business!
Here are just a few takeaways:
The competitive advantage of excellent customer service, exploring best practices, and the influence of “Ubuntu” in the business world The societal impact of customer service, the epidemic of loneliness and isolation, and its effects on work and connection with people An examination of the American Customer Satisfaction Index, the role of a service aptitude test, and the importance of employee training for exceptional customer service Curiosity as the foundation of stellar customer service, including the principles of hospitality, employee training, and the role of visual triggers in customer experience How to use customer experience action statements to clarify employees' responsibilities when dealing with customers and strategies for handling customer complaints effectively The transformative power of purpose in business, and the story of Metronics and their method of showing employees the impact of their work The importance of a strong service recovery process in boosting customer loyalty and the concept of the service recovery paradox Resources mentioned:
www.thedijuliusgroup.com
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***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Ever wondered why some brands like Starbucks continue to be loved generation after generation? Or perhaps you've pondered how the pandemic has forever changed the workforce, particularly for the Gen Z population?
Listen here → https://thedijuliusgroup.com/csr131 
John’s son, Cal DiJulius, joins him to unravel the mysteries of Gen Z in the workforce. As we ground our discussions in data-driven insights and actionable strategies, we reveal the unique behaviors, attitudes, and preferences of this populous and diverse generation.
John and Cal have a heartfelt conversation about the pandemic's impact on Gen Z's career journeys, including Cal’s, and how it reshaped the concept of a fulfilling work environment. A key focus of the conversation is the Employee Experience Revolution - a framework that aims to create a world-class brand experience. They probe into the vital role of authenticity and “cancel culture” in the workplace, the importance of re-engaging and reinvigorating around a common goal, and the necessity for accommodations like remote working, personal days, and work-life balance.
John and Cal reflect on John’s experience helping Starbucks create a customer experience action statement and the ripple effects on their brand. They pull apart the power of work and adaptation using New Day USA as a case study and caution against the dangers of business stagnation. Finally, they address the challenge of bridging generational divides in the workplace and fostering connections between Gen Zers and other generations.
Tune in, and let's demystify Gen Z and foster a vibrant, inclusive workplace environment.
Here are just a few takeaways:
The unique behaviors, attitudes, and preferences of Gen Z in the workplace, with data-driven insights from a Pew Research study The impact of the pandemic on the work experiences of Gen Z and the increasing importance of flexibility, humanity, and balance in the workplace An analysis of the implications of “cancel culture” on Gen Z in the workplace and the importance of authenticity, purpose, and culture for this generation Starbucks' approach to creating customer experience action statements and how this influenced their brand The power of work and the need for adaptation, using New Day USA as a case study The challenge of bridging generational divides in the workplace and fostering connections between Gen Z and other generations Strategies to empower Gen Zers in the workplace and create a vibrant, inclusive environment Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Have you ever wondered how remote work is impacting our mental health? Or perhaps you're curious about how to redefine success in our increasingly digital world?
Listen here → https://thedijuliusgroup.com/csr130
This episode of The Customer Service Revolution is for you. We're diving into the challenging realm of loneliness and the effects of remote work on our well-being. From the debate over the return to office to the professional isolation experienced by remote workers, we canvas the controversial and complex dynamics of our changing work landscape.
Joining John for this conversation is bestselling author and customer experience expert Joey Coleman. He shares thought-provoking insights from his book Never Lose an Employee Again, providing a robust framework for companies to enhance employee engagement and reduce turnover. We also delve into the eight phases of the employee experience, emphasizing the pivotal role of the first 100 days in a relationship. 
In the latter part of the episode, we spotlight the strategies to boost employee engagement. Using the “Jam” and “Verbat” models as benchmarks, we explore how organizations can create a captivating atmosphere for new recruits. And in an interesting twist, we redefine the notion of a billionaire. Corporate futurist Pete Dull suggests that a billionaire is someone who positively impacts the lives of a billion people. Let's challenge ourselves to become billionaires in this revolutionary sense.
Tune in for this compelling episode - it's more than just a conversation; it's a call to action for positive change in our work culture.
Here are just a few takeaways:
The impact of loneliness and professional isolation in remote work and the role of customer service in addressing these issues Bestselling author Joey Coleman’s insights from his book Never Lose an Employee Again, which provides strategies for companies to reduce turnover and increase employee engagement The eight phases of the employee experience and the critical importance of the first 100 days in any relationship Strategies to enhance employee engagement and create a welcoming atmosphere for new recruits, taking inspiration from innovative models of “Jam” and “Verbat” organizations A redefinition of a billionaire as someone who positively impacts a billion lives Exploring the different stages of the employee experience and the importance of a robust onboarding process for long-term engagement and retention The significant role of customer service in the evolving work landscape and the potential benefits and challenges of remote work Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
joeycoleman.com
www.amazon.com/Never-Lose-Employee-Again-Remarkable-ebook/dp/B0BGN1T54Y
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

Want to know the secret to growing a business from a humble start in the back of a tanning salon to a nationwide franchise?
Listen here → https://thedijuliusgroup.com/csr129 
On today’s episode of The Customer Service Revolution, John’s guest, Joe Stanoszek, founder of the fastest-growing med spa in the country, VioMed Spa, shares his awe-inspiring journey and how his commitment to exceptional customer service played a significant role in his success. With a candid conversation about his personal story, including his struggles with hyperpituitarism and how testosterone therapy helped him grow, you're in for an episode filled with resilience, tenacity, and a deep dive into the reality of entrepreneurship.
As we traverse Joe's entrepreneurial journey, we explore his initial ventures in the dry cleaning business and tanning, as well as the impact of the tanning tax on his business. He then explains how he dared to venture into laser spa services, metamorphosing from a one-room laser spa to a larger location offering various services. If you are intrigued by stories of transformation and growth, you will love hearing about Joe's partnership with a franchise development team in 2017, propelling VioMed Spa to a nationwide audience.
The medical spa industry is projected to grow by over 300% by 2026. How does Joe navigate this rapid growth? We talk about his experiences delegating daily operations and the pandemic's unexpected role in boosting the industry. Joe also emphasizes the importance of stellar customer service and making customers feel valued, a belief he credits to the success of VioMed Spa.
Don’t miss this opportunity to learn from Joe's journey, his astonishing work ethic, and his belief in the power of self-trust.
Here are just a few takeaways:
Joe Stanoszek’s humble beginnings, from growing up with hyperpituitarism and relying on testosterone therapy to becoming the chief innovation officer of the fastest-growing med spa in the country The evolution of VioMed Spa from starting in a small room in the back of a tanning salon to becoming a nationwide franchise, offering a wide range of services from laser spa to injectables His strategic decision to delegate day-to-day operations as the med spa industry is projected to grow by over 300% by 2026 The role the pandemic has played in boosting the med spa industry and Joe’s unique perspective on customer service Joe’s views on creating personalized customer experiences and the importance of developing relationships with customers and making them feel valued His personal journey from struggling in college to leading a thriving med-spa chain, attributing his success to hard work and belief in himself Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.viomedspa.com
www.linkedin.com/in/joe-stanoszek-7b069051
joestanoszek@gmail.com
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Can you remember the last time you silenced your inner voice? 
Listen here → https://thedijuliusgroup.com/csr128
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 entertainment, which has earned him spots on the Tonight Show with Jay Leno and a Super Bowl commercial, is a testament to his grit and talent.
Bronkar takes us through his journey, sharing how harnessing his internal dialogue has aided his personal growth and equipped him to help others. He also discusses the shift towards more open conversations on mental health, a topic that's gained significant attention amid the global pandemic. With a unique perspective on managing negative self-talk, he reveals his strategy rooted in reflection and projection, highlighting the energy that our words carry.
Have you ever wondered how people overcome challenges in their daily lives and still manage to stay positive? 
Bronkar shares an incident with his new fridge, showcasing the power of intentionality, presence, and effective communication in resolving issues. As we gear up for The Customer Service Revolution Conference, Bronkar promises an energizing experience in his dual roles as a keynote speaker and emcee. Closing with an intimate glimpse into his parenting approach, he discusses the importance of imparting emotional and mental skills to his sons. 
Buckle up for an exciting ride with Bronkar Lee, filled with laughter, motivation, and much more.
Here are just a few takeaways:
Bronkar Lee's story as an overweight child to becoming a star performer and motivational speaker The significance of mental health and strategies to combat negative self-talk Bronkar's experience with customer service and how he used intent, presence, and communication to resolve an issue with a faulty fridge His upcoming roles as an emcee and keynote speaker at The Customer Service Revolution Conference Bronkar's approach to parenting that focuses on the importance of equipping his sons with emotional and mental skills His unique blend of music and circus entertainment and how it helped his career take off The power of inner dialogue and its impact on personal growth, mental health, and customer service Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
Bronkar Lee’s viral video - www.facebook.com/watch/?v=10154801517787606
www.bronkar.com
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

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 about maintaining company culture during rapid expansion and why hiring the right people is critical. 
We're hitting hard on the six major culprits behind a declining customer experience: compromised hiring, fast-tracking new employees, increased employee turnover, drops in customer satisfaction, inadequate systems, and culture clashes. Our searchlight is not just on the problems but also shedding light on the solutions. We're addressing how you can refine your interview process, invest in proper training, ensure your employees have the necessary soft skills to deliver excellent customer service, and lead effectively from a distance. 
Buckle up as we navigate the turbulent waters of rapid business growth and how you can achieve it without jeopardizing your business.
Here are just a few takeaways:
The crash and rise of Starbucks due to unchecked rapid expansion that led to a decay of culture, customer experience, and customer satisfaction The six pitfalls that cause a decline in customer experience: compromised hiring, fast-tracking new employees, increased employee turnover, drops in customer satisfaction, inadequate systems, and culture clashes Strategies for avoiding and remedying these issues such as refining the interview process, investing in proper training, and ensuring employees have soft skills The challenge of leading effectively from a distance and the importance of building emotional connections with employees Why you need to craft an experience that makes customers feel better about themselves, avoid transactionalizing customer relationships, and have someone dedicated to designing the customer experience An examination of Starbucks' experience as a case study for achieving sustainable growth, maintaining business culture during rapid expansion, and avoiding pitfalls that can compromise business culture and sales Practical advice on how to supercharge your growth strategy based on Starbucks' lessons learned Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
customerservicerevolution.com
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.