Customer Service Revolution

John Dijulius
  • 4.8 (22)
  • MANAGEMENT
  • UPDATED BIWEEKLY

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!

  1. 239: How to Measure Customer Experience ROI and Reduce Marketing Costs by 50%

    2D AGO

    239: How to Measure Customer Experience ROI and Reduce Marketing Costs by 50%

    Summary Are your rising customer acquisition costs eating into profits while your NPS surveys gather dust? Discover Earned Sales Growth (ESG)—the game-changing customer experience metric that tracks how much revenue comes from customers you've earned through loyalty and referrals versus customers you've bought through advertising. In this episode of the Customer Service Revolution podcast, customer experience expert John DiJulius reveals why traditional surveys are broken (response rates now in single digits) and introduces the Return on Experience (ROX) Dashboard—a proven system that directly links CX investments to measurable revenue growth. What You'll Learn: Why NPS is failing: Survey fatigue has crashed response rates, and founder Fred Reichheld now advocates for Earned Growth Rate instead The ESG formula: How to calculate what percentage of your revenue comes from repeat customers and referrals vs. paid advertising Real results: How injury attorney firm Carter Mario increased earned growth from 30% to 68% in 5 years—slashing advertising costs by half Hot vs. cold leads: Why referred customers (hot leads) close faster, spend more, and have zero price sensitivity compared to ad-driven prospects Implementation guide: The CRM requirements and tracking systems needed to measure ESG by department, location, and individual employee The 3-lead framework: Understanding cold (outbound), warm (ad-driven), and hot (referral) customers and their dramatically different close rates Key Takeaways: "Discount is the tax you pay for having an average experience. Are you a coupon away from losing your customers?" - John DiJulius Companies spending 6-7% of revenue on advertising could cut that to 3.5% by focusing on earned growth Top customer experience companies consistently outperform the S&P 500 in stock performance Every employee should know their personal ESG score and be held accountable to it ESG works across industries—even businesses without repeat customers (injury attorneys, funeral homes, car dealers) can leverage referrals Perfect For: Customer Experience Directors and VPs Chief Customer Officers Marketing leaders tired of rising CAC CEOs and CFOs seeking measurable CX ROI B2B and B2C service businesses with CRM systems Featured Resources: Customer Experience Executive Academy (CXEA) 12-month certification program Return on Experience (ROX) Dashboard framework ROX Template Interview with Fred Reichheld on "Winning on Purpose" Carter Mario personal injury attorney case study Stop measuring intent. Start measuring impact. Learn how to build a business that compounds in equity, not effort, by tracking the one metric that proves your customer experience is actually working. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

    39 min
  2. 238: How to Train Your Frontline to Deliver WOW Moments

    JAN 29

    238: How to Train Your Frontline to Deliver WOW Moments

    Summary: Want your frontline employees to consistently deliver wow moments—not just when they feel like it? Discover the proven DiJulius Group methodology that transforms random acts of kindness into designed, trained, and repeatable customer experiences that build emotional connection and loyalty at scale. In this episode of the Customer Service Revolution podcast, customer experience expert John DiJulius breaks down the four-pillar system world-class organizations use to eliminate "employee roulette" and create signature experiences customers can't stop talking about. What You'll Learn: Service Aptitude: How to train teams to read customer cues and recognize wow opportunities—even when customers don't explicitly ask for help (why "fine" is the F-bomb of customer service) Secret Service Systems: Hidden intelligence tools that make every customer feel like a VIP, from color-coded appointment books to the "white cape vs. black cape" technique used in John Robert's Spa for 30+ years Zero Risk Service Recovery: The fastest way to earn loyalty isn't delight—it's removing uncertainty through communication, clarity, and ownership (includes the Service Recovery Paradox research) Non-Negotiable Standards: How to turn wow behaviors into journey-mapped touch points that don't depend on superstar employees Real-World Examples Featured: The $15,000 Painter Story: How one contractor earned a lifetime referral by taking down a Christmas tree, switching out a damaged bedpost, and cleaning up so well "you couldn't tell he was there" at 5pm each day—proof that wow moments don't have to be expensive The Concierge Doctor Paradox: Why a 4-month wait for primary care appointments is driving patients back to premium concierge services (and what that teaches about making price irrelevant) The $4 Airline Snack Fail: When a flight attendant argued with a frequent flyer over a declined card instead of just giving him the item—a masterclass in missing the wow moment Key Frameworks & Systems: The LEAST Service Recovery Method: Listen Empathize Apologize Solve Thank The 80-20 Rule for Service Defects: 80% of problems happen in 20% of areas—train intensely on those bottlenecks first FORD Intelligence System: Track Family, Occupation, Recreation, Dreams to personalize every interaction The Three-Stage Journey Map Structure: Service Defects: What frustrates customers (don't do this) Non-Negotiable Standards: Operational + experiential musts (do this every time) Above & Beyond Opportunities: Pattern recognition moments (do this when it presents itself) Critical Insights: "The customer may complain about what went wrong, they're gonna rave about how well we handled it." - John DiJulius The Service Recovery Paradox: Companies that drop the ball and pick it up create MORE loyalty than never dropping it at all Employee roulette is the #1 killer of customer experience—your experience shouldn't depend on which employee someone gets Policy-driven cultures create employee paranoia and customer frustration—empowerment drives both morale and revenue Wow moments work in ANY industry, even ones without repeat customers (injury attorneys, funeral homes, basement waterproofing) Discount is the tax you pay for an average experience—make the experience so good that price becomes irrelevant Perfect For: Customer Experience Directors training frontline teams Contact center managers reducing complaint volume Retail and hospitality leaders eliminating employee roulette Service business owners wanting more referrals Anyone trying to scale personalization without adding headcount Tactical Implementation Guide: Start Tomorrow: Pick ONE stage of your customer journey and improve it this week. Focus on: The greeting (eye contact, enthusiastic greeting, ear-to-ear smile, engage, educate) Using customer names twice per interaction Asking "Is there anything else I can do for you today, Ms. [Name]?" Weekly Cadence: Send 2-5 minute micro-learning videos every Wednesday covering service aptitude, secret service, zero risk, or celebrating employee above-and-beyond stories (creates positive FOMO) Celebrate Above & Beyond: When employees deliver wow moments, share stories company-wide to reinforce behavior AND inspire others Featured Resources: Experience Revolution Membership (March 9th workshop: Breaking Down Silos) Customer Experience Executive Academy (CXEA) 12-month certification The Five E's: Eye contact, Enthusiastic greet, Ear-to-ear smile, Engage, Educate Stop hoping your people deliver great experiences. Start building systems that make it normal. Learn how to coach service aptitude, implement secret service, deliver zero risk, and turn wow behaviors into non-negotiable standards that create raving fans. Schedule your free strategy call here Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

    46 min
  3. 237: How To Build Loyalty And Create Lifetime Customers

    JAN 22

    237: How To Build Loyalty And Create Lifetime Customers

    Summary:  In this episode, Denise Thompson and John R. DiJulius III discuss the essence of customer loyalty, emphasizing that true loyalty is built through small, intentional actions rather than large gestures. They explore the importance of service aptitude, consistency, and personal connections in creating a loyal customer base. The conversation highlights various strategies for enhancing customer experiences and the significant impact of employee satisfaction on customer loyalty. The episode concludes with actionable insights for organizations to implement a culture of above and beyond service. Takeaways: Loyalty is built in the everyday details. Service aptitude is crucial for understanding customer needs. Consistency in service builds trust and loyalty. Above and beyond moments can create lasting impressions. Personal connections enhance customer relationships. Low-cost strategies can significantly impact loyalty. Employee satisfaction directly affects customer experience. Identifying opportunities for above and beyond service is essential. Celebrating small wins encourages a culture of excellence. Trust is the foundation of customer loyalty. Chapters:   00:00Building Real Customer Loyalty 06:44The Importance of Service Aptitude 09:50Creating Trust Through Consistency 11:47Above and Beyond Moments 14:44The Power of Personal Connections 18:03Low-Cost Strategies for Loyalty 19:54The Return on Investment of Loyalty 21:13Employee Satisfaction and Customer Experience 23:11Implementing Above and Beyond Culture 36:00Identifying Above and Beyond Opportunities   Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

    39 min
  4. 236: How can I make customer experience a true competitive advantage?

    JAN 15

    236: How can I make customer experience a true competitive advantage?

    Summary In this conversation, Denise Thompson and John R. DiJulius III explore the critical elements of customer experience that can provide a competitive advantage in today's relationship economy. They discuss the importance of creating emotional connections with customers, building systems that reduce risk, and developing a signature brand experience that is memorable and unique. The conversation also highlights the need for consistent training and awareness among employees to ensure that customer service remains a priority. Through real-world examples, they illustrate how organizations can transform their customer experience and foster loyalty. Takeaways: Emotional connections are the currency of the relationship economy. Customers prioritize certainty over perfection in their experiences. Memorable moments can differentiate a brand from its competitors. Transforming customer experience requires a systematic approach. Organizations must identify and address their blind spots in service. Price wars are a short-term strategy that can harm long-term growth. Training employees on customer service is essential for success. Regular audits of customer service practices can reveal areas for improvement. Creating a signature experience is crucial for brand loyalty. Consistency in service delivery builds trust and customer retention. Chapters: 00:00The Relationship Economy and Customer Experience 09:25The 10 Commandments of Customer Experience 10:29Emotional Connection: The Currency of Relationships 11:36Zero Risk: Building Customer Trust 16:04Creating a Signature Brand Experience 21:18Real-World Application of Customer Experience 24:27The Blind Spots in Competitive Advantage 26:26Price Wars vs. Experience Wars 30:46Reinforcing Customer Experience Principles 33:34Taking Action: The Customer Service Aptitude Test Links: Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

    33 min
  5. 235: Five Strategies for Customer Experience Success in 2026

    JAN 8

    235: Five Strategies for Customer Experience Success in 2026

    Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss five essential customer experience strategies for 2026. They explore the concept of a customer service recession, the importance of hiring for service aptitude, the effectiveness of micro learning in training, the need to rethink customer feedback mechanisms, and the critical connection between employee experience and customer experience. They also touch on the role of AI in enhancing customer interactions while maintaining the human element. The conversation emphasizes actionable strategies for leaders to create loyalty and improve service without relying on discounts or gimmicks. Takeaways: Companies must build measurable, coachable, and consistent customer experience strategies. The customer service recession presents an opportunity for competitive advantage. Hiring for service aptitude is more important than ever due to declining soft skills. Micro learning is an effective way to reinforce training and improve retention. Surveys are becoming less effective; businesses should measure actual customer behavior instead. Employee experience directly impacts customer experience; leaders must prioritize both. Recognition and appreciation are crucial for employee retention. Investing in learning and development increases employee loyalty. AI can enhance efficiency but should not replace human interaction in customer service. Leaders should focus on fixing broken promises in their service delivery. Chapters: 00:00Navigating the Customer Service Recession 07:00Hiring for Service Aptitude 16:18Micro Learning: The Future of Training 23:01Rethinking Customer Feedback 30:58The Employee Experience Connection 41:07AI's Role in Customer Experience Links: Interview Questions: https://thedijuliusgroup.com/interview-questions-2/ Micro-learning example 1 https://www.youtube.com/shorts/c4NU69YcPz8?feature=share Micro-learning example 2 https://www.youtube.com/shorts/NgpJXbGonpc?feature=share Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

    46 min
  6. 234: Mastering the Certainty Business

    12/18/2025

    234: Mastering the Certainty Business

    Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the concept of being in the 'certainty business.' They explore how uncertainty is a major source of anxiety for both customers and employees, and how organizations often neglect the human side of communication in favor of technical skills. John emphasizes the importance of providing certainty to build trust and improve customer and employee experiences. The conversation also covers practical strategies for leaders to communicate effectively during uncertain times, ensuring that updates are provided consistently, even when there is no new information to share. Takeaways: Uncertainty is a major source of anxiety in life and business. Organizations focus too much on technical skills and neglect empathy and communication. Providing certainty can build trust with customers and employees. Communication should be frequent, even when there is no new information. Leaders must communicate clearly during times of uncertainty. Bad news should be communicated early and with empathy. Updates can significantly reduce anxiety for customers and employees. Companies like Amazon excel in providing certainty through communication. Training should include a balance of technical skills and soft skills. The best brands deliver certainty, not just products or services. Chapters: 00:00The Certainty Business: Understanding Uncertainty 15:48Practical Applications of Certainty in Business 21:04Leadership and Communication During Uncertainty 24:19Key Takeaways for Reducing Uncertainty Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

    31 min
  7. 233: Your CX Questions Answered

    12/11/2025

    233: Your CX Questions Answered

    In this espisoder, our listeners ask John anything! Summary Your chance to ask John anything!  In this episode of the Customer Service Revolution podcast, Denise Thompson asks John R. DiJulius III questions submitted by our listeners.  They discuss various aspects of improving customer service and employee engagement. They address the challenges of busy schedules, the importance of empathy, recognition, and training, and the role of middle management in driving customer experience. The conversation emphasizes the need for a human touch in customer interactions, even in an age of automation, and highlights the significance of creating a customer experience action statement as a guiding principle for organizations. Takeaways: Start with a customer experience action statement as a guiding principle. Employees may not care as much as entrepreneurs, but they can be engaged. Earned growth is a better KPI than traditional metrics like NPS. Empathy fatigue is real; leaders must help employees manage it. Recognition and appreciation are crucial for employee motivation. Training should allow for personal expression while maintaining professionalism. Middle management plays a key role in driving customer experience initiatives. Human interaction is essential, even in an increasingly automated world. Hiring for empathy and people skills is critical for customer service roles. The first commandment of customer experience is igniting the revolution. Chapters: 00:00Igniting the Customer Experience Revolution 11:58Balancing Budgets and Customer Experience Investment 15:06Re-energizing Employees Around the Mission 17:37The Role of Middle Management in Customer Experience 24:56Training for Consistency Without Scripts 27:31Future-Proofing Customer Experience 38:22Conclusion and Key Takeaways Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

    40 min
  8. 232: Is the AI CX Broken?

    12/04/2025

    232: Is the AI CX Broken?

    Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the findings of a Wall Street Journal intelligence report on the impact of AI on customer experience. They explore the disconnect between AI's potential and its actual implementation in businesses, emphasizing the importance of emotional intelligence and human interaction in customer service. The conversation highlights cultural barriers to effective customer experience transformation and the need for a human-centric approach in the AI era. They also discuss how companies can innovate customer value by leveraging AI effectively. Takeaways: 93% of leaders say their customer experience is broken. AI is still in its infancy and needs careful implementation. Companies are chasing AI for efficiency but missing emotional connection. Cultural dysfunction is a major barrier to customer experience transformation. AI can personalize customer interactions but should not replace human touch. 76% of executives feel behind on AI transformation. Emotional intelligence is crucial in customer experience. AI should supplement, not replace, human interaction. Companies winning with AI are inventing new categories of customer value. A human-centric approach is essential in the AI era. Chapters: 00:00The State of Customer Experience and AI 03:43The Challenges of AI in Customer Experience 08:47Cultural Barriers in CX Transformation 14:03Emotional Intelligence in Customer Interactions 19:07The Human Element in AI Integration 24:21Innovating Customer Value with AI 29:13The Future of Customer Service and AI Links: The Experience Gap, AIs Imminent Impact on CX:  Code and Theory, Wall Street Journal Report Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

    37 min
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About

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!

Information

  • Creator
    John Dijulius
  • Years Active
    2020 - 2026
  • Episodes
    239
  • Rating
    Clean
  • Copyright
    © 2020 The DiJulius Group
  • Show Website
    Customer Service Revolution

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