147 episodes

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. Hear their successes, and sometimes failures, that built best practices for exceeding expectations and gaining market share. Plus learn how these practices can be applied to your B2B or B2C business.

Each episode provides CEOs, CXOs, COOs, CMOs, CHROs and other customer experience leaders with actionable tips to create a culture that produces referrals, loyalty and rave reviews from employees and customers.

It’s not a podcast. 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’re a revolutionary customer service leader ready to stop competing on price and obsessed with building a brand that people cannot live without, and, this podcast is for you!

Customer Service Revolution John Dijulius

    • Business
    • 4.9 • 18 Ratings

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. Hear their successes, and sometimes failures, that built best practices for exceeding expectations and gaining market share. Plus learn how these practices can be applied to your B2B or B2C business.

Each episode provides CEOs, CXOs, COOs, CMOs, CHROs and other customer experience leaders with actionable tips to create a culture that produces referrals, loyalty and rave reviews from employees and customers.

It’s not a podcast. 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’re a revolutionary customer service leader ready to stop competing on price and obsessed with building a brand that people cannot live without, and, this podcast is for you!

    147: Stop the Shift Show

    147: Stop the Shift Show

    Unleash the full potential of your customer service team and lead your business to new heights with Scott Greenberg, the acclaimed author, and former Edible Arrangements franchisee, as he shares his playbook for excellence in leadership.
    On this episode of The Customer Service Revolution, prepare to change your understanding of team dynamics and customer experience as we explore Scott's path from motivational speaking to hands-on business ownership. With anecdotes from the aviation industry's latest service strategies to powerhouses like Disney and Chick-fil-A, we uncover what it means to cultivate a culture where employees work and thrive.
    Navigate the complexities of today's generational workforce, examining hourly workers' transient but critical contributions and the evolution of “hustle.” Scott's insights into taking a nuanced approach to managing diverse teams challenge the preconceptions about younger generations and highlights the value of adaptability and genuine leadership. We explore the nitty-gritty of developing leaders internally, the downsides of “accidental managers,” and the impact of investing in growing your managerial team to drive your business forward.
    Step into a masterclass on creating a high-performing work environment that leaves a lasting impression on your customers and every employee. From the art of the interview process to treating employment as a “paid internship,” we reveal the strategies that turn employees into passionate brand ambassadors. Scott highlights addressing the soft needs of team members, shaping job experiences to resonate on an individual level, and how to make company values actionable on the front line.
    This episode is a resource for anyone looking to elevate their leadership and create a second-to-none customer service culture.
    Here are just a few takeaways:
    Scott Greenberg’s transition from motivational speaker to successful Edible Arrangements franchisee Customer experience as the key to business growth Adapting management styles to suit the evolving workforce Addressing the transient nature of hourly jobs and generational shifts related to “hustle” Developing internal leaders to avoid the downsides of “accidental managers” The importance of aligning work environments with employees' values Balancing managerial effectiveness in results and people orientations Examples from KFC and senior in-home care that demonstrate the importance of addressing employees' soft needs How great company culture leads to unexpected career longevity and transforms jobs into meaningful careers with growth opportunities The shift in recruitment post-pandemic The need for an exceptional interview process and treating employment as a “paid internship” to create passionate brand ambassadors Strategies for developing leaders and company culture The importance of making company values actionable for frontline employees and recognizing the role of every individual within an organization Resources mentioned:
    thedijuliusgroup.com/the-customer-service-revolution-podcast
    thedijuliusgroup.com/project/cx-executive-academy
    thedijuliusgroup.com/project/cx-executive-academy-online
    thedijuliusgroup.com/blog
    thedijuliusgroup.com/my-cxt
    www.linkedin.com/in/scott-greenberg-1b17539
    scottgreenberg.com
    www.amazon.com/Stop-Shift-Show-Struggling-Top-Performing/dp/1642011622
    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. T

    • 50 min
    146: No Dreams Left Behind

    146: No Dreams Left Behind

    When a child's future seems etched by adversity, the power of a dream can be revolutionary.
    On this episode of The Customer Service Revolution, Katie Eichenauer of Believe in Dreams joins John. We unwrap the emotions of transforming childhood trauma into triumph. Their discussion ventures into the stories of children rising above their circumstances, revealing how Believe in Dreams intertwines life-changing experiences with educational opportunities, fostering a belief in brighter futures for these remarkable young dreamers.
    This episode is proof of the resilience of the human spirit and the communities that rally to uplift it. We celebrate Believe in Dreams' 10th anniversary, marking a decade of dreams made real, from VIP events to therapeutic horseback riding. The stories of dreamers and alums illustrate the customized care and lasting connections that go beyond the fulfillment of a single dream. Hear the profound impact of community support, volunteer dedication, and the upcoming gala that promises to ensure the continuation of this vital mission.
    Finally, we reflect on the true measure of success. Looking beyond the veneer of professional achievements, we acknowledge the real heroes who may not make headlines but make a difference in the lives of children. These stories underscore the importance of reshaping the legacies we leave.
    With Believe in Dreams, we're not just changing lives—we're redefining what it means to dream and achieve.
    Here are just a few takeaways:
    Celebrating ten years of Believe in Dreams with Katie Eichenauer Empowering disadvantaged children by transforming trauma into triumph through dream fulfillment How Believe in Dreams intertwines life-changing experiences with educational opportunities Providing a pathway to brighter futures and fostering community support Anniversary highlights include a decade of impactful dreams like VIP events and therapeutic horseback riding Tailored care and long-term connections with alumni Community-funded with a funding model relying on events like galas Offering merchandise to support its mission of empowering young dreamers. Considering the legacy of making a difference in children's lives over personal or professional achievements Dream coordinators (social workers) who tailor experiences to each child, build resilience and offer ongoing community support How you can support Believe in Dreams through their website, attending fundraising events, and contributing to the mission of reshaping legacies of hope and empowerment Resources mentioned:
    thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt believeindreams.org believeindreams.org/upcoming-events believeindreams.org/nod2023 believeindreams.org/get-involved 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.

    • 47 min
    145: A Woman’s Rise to the Top Using Smarts, Heart, and Courage

    145: A Woman’s Rise to the Top Using Smarts, Heart, and Courage

    Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success.
    This episode of The Customer Service Revolution peels back the layers of customer experience, highlighting how a 5% uptick in retention might skyrocket profits by an astounding 75%. We contrast the effectiveness of different lead types, emphasizing the value of nurturing your existing customer base.
    Trailblazing the path to the top, Lisa Lutoff-Perlo, Vice Chairman of External Affairs for Royal Caribbean Group and former President and CEO of Celebrity Cruises, joins us to share her ascent from a sales role to the pinnacle of leadership, shattering industry norms along the way. Lisa's story underscores the importance of mentorship, the unexpected push toward marketing, and a pivotal conversation with an executive coach that sparked her climb. Her journey underscores the power of intrinsic drive and a quest for excellence, offering young women a beacon as they carve their paths in leadership.
    John and Lisa reflect on the rollercoaster of emotions and challenges Lisa faced, from pre-pandemic peaks to resilience during the cruise industry’s bleakest moments. Her departure after 39 years marks not just an end but the start of new adventures. We explore her book, “Making Waves,” a chronicle of courage, leadership, change, and sports fandom's influence on personal identity.
    Through Lisa's story, we celebrate the spirit of courage and its ripple effect, empowering others to achieve beyond their wildest imaginations.
    Here are just a few takeaways:
    Customer retention vs. advertising: a 5% increase in retention can boost profits by 75% Lisa Lutoff-Perlo's position as the first female President and CEO at Celebrity Cruises, which fostered gender diversity in corporate leadership Her leadership advice for women, including embracing roles before feeling fully prepared Leading through COVID-19, leveraging setbacks for strategy and team motivation Lisa's departure after 39 years and reflecting on her legacy Her book, “Making Waves” The importance of empowering others to achieve beyond their perceived limits Tesla's advertising approach with $0 spent on advertising yet achieving top industry valuation Resources mentioned:
    thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt thedijuliusgroup.com/project/presentation-skills lisalutoffperlo.com www.amazon.com/Making-Waves-Womans-Smarts-Courage/dp/1637744803 www.linkedin.com/in/lisa-lutoff-perlo 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.

    • 56 min
    144: How to Use Generative AI to Improve Your CX

    144: How to Use Generative AI to Improve Your CX

    Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers?
    Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative. Shanif's insights illuminate the need for cross-departmental collaboration, and we explore AI’s role in propelling businesses forward, ensuring the human touch remains at the core of customer relationships.
    Imagine the sheer power of AI in redefining retail strategy and the fear that it could replace those who ignore its potential. Shanif and John navigate the sweeping influence of generative AI across business landscapes, from salons crafting persuasive ad copy to spas managing appointments with sublime precision. AI handling customer inquiries prompts a discussion on the balance between embracing technological advancements and preserving the human element in nurturing customer bonds.
    Wrapping up the conversation, Shanif and John offer advice for businesses embarking on their AI journeys. From the simplicity of leveraging tools like ChatGPT to the more intricate decision of building in-house or outsourcing AI solutions, Shanif and John outline a path for companies like Locusive to streamline customer success.
    This episode isn't just about AI's potential; it’s a deep dive into the confluence of technology and humanity in customer service.
    Here are just a few takeaways:
    The power of generative AI in customer service and the steps for successful implementation Generative AI's role in content creation, efficiency in appointment scheduling, and its potential to revolutionize call centers Some practical uses of AI in businesses The challenges of AI writing tools in fact-checking and why it still needs human verification When companies should build in-house AI solutions or seek external expertise The future of AI in businesses: how AI can assist workers without replacing them and the value of human skills in an automated world Work-life balance and prioritizing personal commitments in scheduling to lead an extraordinary life Resources mentioned:
    thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online thedijuliusgroup.com/blog thedijuliusgroup.com/my-cxt thedijuliusgroup.com/project/presentation-skills www.locusive.com www.linkedin.com/in/shanifdhanani twitter.com/shanif shanif@locusive.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.

    • 46 min
    143: How to Get Millennials & Gen Zs to Deliver World-Class Customer Experience

    143: How to Get Millennials & Gen Zs to Deliver World-Class Customer Experience

    Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company culture and employee morale.
    In this conversation, join John and Franco Greco of NewDay USA as we unravel the ethos of exceptional customer service and how it's redefining success. Listen as Franco shares his innovative strategies for engaging with the millennial and Gen Z workforce, highlighting the impact of these dynamic generations on a company's growth trajectory.
    This episode explores the changing landscape of recruitment and training, focusing on the untapped potential of hiring older employees. As we navigate the nuances of generational differences in the workplace, we uncover how NewDay USA's shift in hiring practices has leveraged the rich experience of seasoned professionals to strengthen their teams. Additionally, we touch on the effect of remote work on the industry, revealing the challenges and triumphs of adapting to new modes of career development and client communication.
    The art of leadership and the strategic cultivation of future leaders take center stage as we discuss fostering a cohesive team and enhancing the veteran experience in the mortgage market. Hear how NewDay USA's commitment to customer experience and leadership development has been instrumental in creating a robust corporate culture and improving client retention.
    From managing client communication to balancing work and life, this episode is packed with actionable advice for business leaders aiming to create a lasting impact in their industries.
    Here are just a few takeaways:
    Franco Greco's success at NewDay USA through a focus on customer service that enhances company culture and client satisfaction A strategic shift in hiring practices that prioritizes the experience of older employees and adapting to attract Gen Z's work-life balance desires Hiring motivated individuals with diverse backgrounds Interview techniques that reveal true character over-rehearsed responses Investment in a Customer Experience Executive Academy to improve interdepartmental relations and customer service skills across the company Initiating innovative team-building strategies by developing future leaders Addressing veteran customer service experiences to reduce opt-outs Consistent client communication Understanding the unique needs of older veterans in financial services to maintain relationships Work-life balance and the power of networking and mentorship Resources mentioned:
    thedijuliusgroup.com/the-customer-service-revolution-podcast
    thedijuliusgroup.com/project/cx-executive-academy
    thedijuliusgroup.com/project/cx-executive-academy-online
    thedijuliusgroup.com/blog
    thedijuliusgroup.com/my-cxt
    thedijuliusgroup.com/project/presentation-skills
    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.

    • 1 hr 13 min
    142: Customer Experience Design in Healthcare

    142: Customer Experience Design in Healthcare

    Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen.
    On this episode of The Customer Service Revolution, we cover Matt's journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care. We uncover the necessary ingredients for becoming a brand that customers cannot live without, from the art of presentation skills in leadership to fostering a culture where every team member feels empowered to perform acts of kindness.
    As we unravel the leadership and personal growth narrative, John shares his experience of taking a sabbatical and the profound clarity it brought to his life. The importance of work-life balance and investing in yourself takes center stage, outlining how these principles are integral for individual well-being and cultivating a supportive business environment. The conversation delves into the emotional toll leadership can take and how embracing vulnerability leads to stronger community ties, exemplified by Matt Jensen Marketing's hands-on approach to healthcare marketing.
    John and Matt touch upon the African philosophy of Ubuntu, which underpins the essence of our interconnectedness and shared responsibility. This discussion reveals the role of customer service and personal development in business success. It's an invitation to go beyond transactional relationships and create an environment where personal growth is celebrated, and the human element is revered in business.
    Join John and Matt and join the revolution, bridging the gap between exceptional customer experience and leadership authenticity.
    Here are just a few takeaways:
    Matt Jensen's journey with Vance Thompson Vision that showcases the role of customer experience in business success Strategies for becoming an indispensable brand including sharing knowledge, understanding client goals, and empowering teams to perform kindness Leadership impact: fostering environments where employees feel empowered to provide exceptional service The “daymaker dopamine” concept The importance of personalized customer experiences The emotional toll of leadership and work-life balance Embracing vulnerability and building strong communities through supportive networks and authentic marketing approaches in healthcare The African philosophy of Ubuntu that emphasizes interconnectedness and shared responsibility Resources mentioned:
    thedijuliusgroup.com/the-customer-service-revolution-podcast
    thedijuliusgroup.com/project/cx-executive-academy
    thedijuliusgroup.com/project/cx-executive-academy-online
    thedijuliusgroup.com/blog
    thedijuliusgroup.com/my-cxt
    thedijuliusgroup.com/project/presentation-skills
    mjmexperience.com
    matt-jensen.com
    vancethompsonvision.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.

    • 1 hr 3 min

Customer Reviews

4.9 out of 5
18 Ratings

18 Ratings

Ih8dctrs ,

So relatable!

As a small business owner who started from humble beginnings in Cleveland, just like John, I love hearing about his journey. His message of serving others first always resonates with me. If you take care of your customers and employees, they will take care of you. Thanks John.

Dan1777999877 ,

Incredible!

It’s obvious John puts extraordinary effort in covering salient topics and finding guests that are authentic and truly care about being a positive force in this world - the insights they bring to bear are still mind-blowing every. single. time.

1234robert1234 ,

Always Relevant and Cutting Edge Information

John and his team provide the most current
information that can be easily implemented and is real world applicable across multiple industries. Always great insight into providing an exceptional customer and employee experience!

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