Customer Service Revolution | Customer Experience & Employee Experience Insights

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 that focuses on the teachings of posttraumatic growth. Ken spends the majority of his time educating the public and private sectors on the issues surrounding the long-term care of our returning military personnel and their families from the last 19 years of war. Learn: About Ken's highly successful military career How he leveraged that into building multiple businesses Why he got into helping veterans deal with PTSD Why he wrote Struggle Well: Thriving in the Aftermath of Trauma How in today's world, it is more important than ever to help ourselves and those around us address mental wellness Learn the Mental Wellness Model that can be applied to everyone Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ www.Bouldercrest.org Ken's book: www.StruggleWell.com Gary Sinise Announces partnership with Bouldercrest: https://www.youtube.com/watch?v=BYEqHKdmChY Struggling Well During COVID-19: A Roadmap to Wellness: https://gritdaily.com/struggling-well-during-covid-19-a-roadmap-to-wellness/ Are you passionate about helping others succeed? Contact claudia@thedijuliusgroup.com. Man's Search for Meaning by Viktor Frankl If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

Chief Revolution Officer 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. Arnie is an expert practitioner, and now speaker and consultant in creating world-class customer service cultures. Arnie is the founder and CEO of BetterBookClub where he helps companies, leaders, and individuals build a strong culture that attracts people and rewards those who seek personal growth in organizations. In this episode, you'll learn: If it is worth doing, it is worth doing wrong Give yourself and your employees permission to fail How to find your culture If it is going to be successful, it has to be sustainable, scalable, and personable. If you don't grow the team, you can't grow the business. Upstream communication is as important as downstream communication. If you don't celebrate your milestones, neither will anybody else. The best culture programs aren't led by leadership – they're led by champions Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ www.BetterBookClub.com https://www.worthdoingwrong.com/ Grab a copy of Arnie Malham's book, Worth Doing Wrong: The Quest to Build a Culture that Rocks: https://www.amazon.com/gp/product/B01M9J900Z If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

The DiJulius Group's Chief Revolution Officer 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 company called, by a remarkable coincidence, SLAP. Stan recently wrote an incredible white paper called Tough Times: Tougher Teams. What you will learn: Who cares why things suck? What's important is what you do about it It is the job of leadership to bring good answers to bad circumstances. "Whining" is not a strategy. "Victim" is not a job description. "Everyone else is in trouble, too" is not a crutch for management. What 'culture' really means The three critical cultures you need to be examining right now as a leader A leader's emotional commitment is what solves problems that are unsolvable, creates energy when all of the energy has been expended, and ignites emotional commitment in others, including your employee culture. When a culture is allowed to blame external circumstances for internal performance, aggressive and innovative responses depart, and a culture marked by victimization, apathy, and detachment takes its place. You don't want your culture to take work home; you want it to bring your company home. In times of crisis, customers will often have shifted from buying what they want to only buying what they need. Is your experience, what you sell, something they need? Be human first and a manager second. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Slap's website https://slapcompany.com/ Download Stan Slap's white paper Tough Times: Tougher Teams - https://slapcompany.com/t4/#start Contact Stan stan@slapcompany.com https://www.linkedin.com/in/stanslap/ Books by Stan Slap https://slapcompany.com/the-books/ If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

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 Hsieh, CEO of Zappos, took an unthinkable business model and turned it into a billion-dollar business. How Zappos produced higher sales by focusing less on marketing and advertising and more on customer service and customer experience. How Zappos offers their employees a quitting bonus to filter out the people who are not truly bought into their culture. How Zappos had to offer free shipping and free returns just to get people to give them a try. How Zappos doesn't track conventional call center metrics, like average call time, instead, they measure if their reps made a personal emotional connection during the call. Hear what happened when we called Zappos and asked their call center rep what the weather was in a different part of the country. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Delivering Happiness by Tony Hsieh If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

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 knows service excellence in and out. Talk about an Ivy League education in hospitality, Magnon has worked for two of the biggest hospitality giants, Horst Schulze, co-founder of The Ritz-Carlton, and Truett Cathy, founder of Chick-fil-A. Today, Ryan shares so many incredible insights on what he has learned from both as well as Chick-fil-A's recipe for business excellence. What you will learn: Ryan's journey from working for two hospitality icons, Horst Schulze and Truett Cathy. How Chick-fil-A inspires their leaders and employees to put the customer first The real reason why Chick-fil-A can get amazing results from young frontline employees How the moment you become a leader, you lose the right to make excuses It is not about what Chick-fil-A wants from their people, rather what they want for their people How Chick-fil-A pivoted in the pandemic Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ We are Chick-fil-A video: https://www.youtube.com/watch?v=z5G-u8nT7Zw If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

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'? Understand the mindset of a Revolutionary Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ http://cxcoaching.com/ claudia@thedijuliusgroup.com If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

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 tattoo worthy. World-class starts at headquarters. Be an energy giver, not an energy taker. Know what the best gift you can give your employees is on a regular basis. Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ http://cxcoaching.com/ To find out more about consulting, executive, online training, and other resources we can offer you, email claudia@thedijuliusgroup.com or schedule a call with Claudia by going to tdg.click/claudia If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

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 Micro-Moments Avoid Empathy Fatigue Address the Relationship Deficit Train your employees on how to make an emotional connection in every interaction Utilize Relationship Hacks Justify a Relationship Tax Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ http://cxcoaching.com/ If you're interested in having John for a keynote or workshop live or virtually, email claudia@thedijuliusgroup.com for more information. Your Hidden Superpower: The Kindness That Makes You Unbeatable at Work and Connects You with Anyone by Adrienne Bankert https://www.amazon.com/Your-Hidden-Superpower-Kindness-Unbeatable/dp/1400218144 If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to our producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

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 not changing the future, it is accelerating it. The COVID business mortality rate will be significant for the companies that don't make the adjustment. What the #1 cause of anxiety is How to help your employees focus on the right mindset during this pandemic The #1 attitude hack The 3 certainties in life The 4 key performance indicators directly tied to the level of customer experience Meet your customers where they are going What vuja de is Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/project/cx-executive-academy-online/ If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it. *** If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com

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 having a vision of what could be How to create a reality distortion field What it takes to be a revolutionary The two primary elements an effective leader must focus on The four areas leaders must engage in What is servant leadership? How to make it stick Co-creation is critical. The benefits of beta testing The power of kindness Reimagine what kindness really means Be the kind bulldog! How to use your resources for the benefit of others Your kind self is your best self. Be the change you want to see, when the world needs something new, let it come from you. Resources mentioned: https://customerservicerevolution.com/ http://cxcoaching.com/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/project/cx-executive-academy-online/ www.thedijuliusgroup.com *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com