Customer Service Revolution | Customer Experience & Employee Experience Insights

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 4 of The Customer Service Revolution Conference, featuring David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius. You will learn: Why should you make your interview process un-gameable? Stop trying to find great employees and focus on becoming the business great employees seek out. What is the most critical skill any leader needs to master and execute to help others obtain their highest potential? Why a lack of trust is your biggest expense. The opportunity to build trust the fastest is in crisis and recovery. What's the #1 reason employees want from an organization? The 5 top reasons for turnover. How The Employee Experience Model (TEEM) can ensure employee engagement? How valuable are departmental huddles? What's the difference between chosen and unchosen suffering? What is the difference between character and reputation? If you want to have a real impact, you have to have a terrifying degree of clarity. It doesn't matter who you are today. It only matters who you want to become and the price you want to pay to get there. Failure is the most information-rich data stream you will ever encounter. Passion is the energy that needs to fail over and over again without losing your enthusiasm. 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 026: Recapping Week 3 of The Customer Service Revolution Conference https://thedijuliusgroup.com/csr026 025: Recapping Week2 of The Customer Service Revolution Conference https://thedijuliusgroup.com/csr025 *** 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 and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 3 of The Customer Service Revolution Conference, featuring Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius. You will learn: How to address the relationship deficit How to avoid empathy fatigue Find the conversation gifts You can't persuade, entertain, or educate without feeling a connection Boring Loses Business - Be Unforgettable Virtual is different 3 Secrets to running more engaging online meetings Virtual dulls connections – Master the tools to make it personal again Focus on your friends behind the lens Backgrounds can be distracting, poor lighting, your audio, Flow matters – Avoid not keeping your audience engaged Change the pace element every 3-4 minutes (ex. tell a story, ask a question, teach) The most important part of a meeting is the thought process of a listener's mind Use effective pace elements: Well-told stories Elicit emotion 63% of listeners remember stories vs 5% remember statistics Open with a relatable character, then go into the solution and finish with the outcome Short meaningful clips Ask your attendees to participate, answer, type in, and raise their hands Call your attendees out by name and use polls and breakout rooms Your customer is whoever benefits or suffers from the work you do Customer Experience Cycle (CEC) = Consistency Invisible Service Providers are your back-of-the-house employees who do not come in contact with external customers. They are critical to the overall customer experience. We are all one idea away from changing the trajectory of our lives & business The 3 C's of customer service: Compliment Congratulate Console Build deep meaningful authentic relationships Your customers start rooting for you, they want to give you referrals Evening routines – 5- 10 minutes mapping out the next day Take an inventory of business, friends, associates, who cares, and who's showing love This is the time to be remembered as a great human Why are chips bad for the dog, but okay for our children to eat? 80% of Americans have at least 1 chronic illness 50% have 2+ It comes down to our lifestyle. The big 4 of our lifestyle choices: Food you eat Exercise you do How you manage your stress How much sleep you get Presenteeism = physically at work but unable to perform your duties. It also applies to our family, spouse, and life The Customer Experience Executive Academy Class of 2021 and the CX Coaching brand 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 025: Recapping Week2 of The Customer Service Revolution Conference https://thedijuliusgroup.com/csr025 *** 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 and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 2 of The Customer Service Revolution Conference, featuring Seth Godin, Mikki Williams, Chris Larkins, Dave Murray, and John DiJulius. You will learn: A recession is a horrible thing to waste. It's like a business enema. More is caught than is taught. We need to show what victory looks like to our employees. If you invest money wisely in customer service, it pays for itself. Every dollar spent delighting someone in a way that causes them to talk about your brand, earns you more than a dollar. Not only is customer service free, but it is also a profit center. When a company has a profit center, they invest in it. How do we then spend more time and money to make more profit? 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. Triple your customer service budget (not 10%) and it will pay for itself. Firing an unprofitable group of customers (with kindness and care) allows you to focus on your most profitable customers. Focus on customers with high lifetime value. Your relentless pursuit of success can cause you to not appreciate what is in front of you You don't have to come close to dying to learn how much closer to home your bucket list is. The pandemic was not part of anyone's SWOT analysis Ask yourself 3 provocative questions – to prepare for 2021 If I was starting my business today, what would I start doing & stop doing? What would I do if I were competing against my own company? Would my business survive without me? 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. It's what every employee needs to intentionally achieve with every customer interaction. Facts tell, stories sell. The story is what gets you to care about those numbers. Stories move people to action. As leaders, we are in the emotional transportation business. You want them to open their wallets out by opening their hearts. Resources mentioned: www.thedijuliusgroup.com Dave Murray's webinar How to Create your Company's Actionable True North on November 2nd. This session will be a behind the scenes look at the creation of one of the most powerful tools a company can have. A service vision guides an organization on everything from decision making to customer interactions. https://tdg.click/nov2 https://customerservicerevolution.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

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 1 of The Customer Service Revolution Conference, featuring Guy Kawasaki, Jess Pischel, John DiJulius, Corey McCarthy, and Bronkar Lee. This is our 12th year of putting on this event and virtually our first. This year's theme is Reimagine... Revolutionize. We had over 1,400 leaders registered, which is double any live attendance we've ever had! Plus, we were able to get a lineup that quite honestly we never could get if we were doing it live. You will learn: Why the theme Reimagine…Revolutionize is critical right now in terms of making it through the pandemic How you need to beware of doomscrolling and doomsurfing How the opposite of Reimagine is denial & how denial can be tragic to a business (ex. how Blockbuster's stubbornness caused their demise) What Vuja De is and how important it is to reinventing your business now Why you want to be the Joey Chestnut of your area of expertise How customers don't know what they truly want The concept of "Don't worry, be crappy" Changing your mind as a sign of intelligence The pros and cons of working from home How to address the lack of collaboration and multi-tasking How to avoid becoming Zoom zombies How we need to find a way to recreate the Keurig conversations How to create a virtual community How the live conference model does not translate to the virtual conference model Virtual event hacks – designed to keep people engaged How one very talented person can play 53 instruments Even if you are musically challenged you can still "Improvise with the jazz of life" How you can reframe any challenge as an opportunity Resources mentioned: www.thedijuliusgroup.com https://customerservicerevolution.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

In this episode, John DiJulius talks with Tom Ryan, NCAA Championship head coach of the Ohio State University wrestling team. As an All-American college wrestler, Tom embraced his fair share of "chosen suffering." It wasn't until the sudden death of their five-year-old son, Teague, that Tom and his wife encountered "unchosen suffering" in a way they never wished. In this fire, they found their faith and a process to push through the pain. Tom's new book, Chosen Suffering: Becoming Elite In Life And Leadership, is evidence of his passion to transform ordinary lives into elite champions – whether in sports, business, or life in general. Here are just a few takeaways: About Tom's new book, Chosen Suffering: Becoming Elite In Life And Leadership The Collision of Two Sufferings: chosen and unchosen suffering The 3 Success Pillars The connection between love and chosen suffering How people can work their way out of being in a slump and change direction What he means by 'positive infinite crashes any pity party' How Tom has overcome his personal unchosen suffering How to prepare for an unchosen suffering What Tom will be presenting at the 2020 Customer Service Revolution Resources mentioned: www.thedijuliusgroup.com Tom's new book: Chosen Suffering: Becoming Elite In Life And Leadership: https://www.amazon.com/Chosen-Suffering-Becoming-Elite-Leadership/dp/1640859187/ref=sr_1_1?crid=2FRGNGNBM88M6&dchild=1&keywords=chosen+suffering+tom+ryan&qid=1599836834&sprefix=chosen+suffering%2Caps%2C144&sr=8-1 Tom's website https://www.chosensuffering.com/ 2020 Customer Service Revolution https://customerservicerevolution.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

In today's episode, customer experience expert John DiJulius talks with health & wellness expert Dr. Paul Bizjak. Dr. Paul Bizjak is a serial self-experimenter, working to test success & wellness theories in an effort to help others live their best life possible. His more than 22 years in his private chiropractic practice, caring for thousands of patients and providing almost half a million patient visits, has kept his finger on the pulse of what people want, the mistakes they make, and what it takes to be truly well. Dr. Paul has worked and researched extensively to deconstruct the healthiest, happiest, and most successful people on the planet, finding the answers in a blend of ancestral wisdom with modern technology. Dr. Paul is the creator of the popular Friday's Findings, a weekly email newsletter that shares three things he comes across each week in his own effort to "figure it all out." Here are just a few takeaways: Dr. Paul's journey into becoming obsessed about self-experimenting What is a serial self-experimenter? Dr. Paul's definition of health How do we remain positive and focused regardless of what is going on in our world today? Dr. Paul's thoughts on COVID-19 and how it differs from what we are hearing on television Strategies to reduce the risk of COVID-19 Single best bio-hack How he overcame personal struggles and bad decision making when he was young How he overcame the tragic loss of his wife to cancer What Dr. Paul will be presenting on at 2020 Virtual The Customer Service Revolution Resources mentioned: www.thedijuliusgroup.com https://www.drbizjak.com/ Paul's 2020 Customer Service Revolution Presentation https://customerservicerevolution.com/speakers/ *** 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

Darren LaCroix went from being a struggling stand-up comedian to winning the title of The World Champion of Public Speaking in less than nine years. He may have been born without a funny bone in his body, but he possessed the desire to learn and the willingness to fail. This self-proclaimed student of comedy is living proof that anything can be learned! Today, Darren will share how he made this amazing transformation as well as how you can transform your day-to-day communication in your business. Darren is currently the only speaker in the world who is a CSP (Certified Speaking Professional), an AS (Accredited Speaker), and a World Champion of Public Speaking. He is also the co-host of Unforgettable Presentations podcast. Here are just a few takeaways: Why boring loses business What drove Darren to keep getting on stage How he became the World Champion of Public Speaking Be a sponge and be open to learning! How to craft a great story your customers can relate to Earning a million dollars, not for the money, but for the person it makes you Why you shouldn't tell your stories in the past tense How to change the pace elements to keep your audience engaged in a keynote Resources mentioned: www.thedijuliusgroup.com www.customerservicerevolution.com https://darrenlacroix.com/ https://www.unforgettablepresentationspodcast.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

John DiJulius interviews Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert. Adrienne is a national correspondent for ABC News often seen on Good Morning America and World News Tonight. She has covered some of the most historic headlines of the past decade and the biggest stories in sports and entertainment. Adrienne was the first national correspondent to go live from the 2016 Dallas police shooting, reporting in Thailand on the rescue of a youth soccer team, and the 2019 murder of rapper Nipsey Hussle. From the Oscars, Women's World Cup Finals in France, and from both coasts, she has interviewed major names including Kobe Bryant, Brad Pitt, Harrison Ford, Dwayne Johnson, Lady Gaga, Viola Davis, Will Smith, and Scarlett Johansson. Her new book, "Your Hidden Superpower: The Kindness that Makes You Unbeatable at Work and Connects You with Anyone" is about resilience, facing competition, and dealing with negativity. Here are just a few takeaways: How Adrienne defines kindness How to not react with a clap back Techniques for always having more compassion and empathy for people How to cope with the challenging times we are living in today and remain positive How important it is to have every conversation count How to be situationally aware How you can systemize kindness How to provide easy-to-do, big impact kindness moments How to deal with negativity What Adrienne will be talking about at the 2020 Virtual Customer Service Revolution Resources mentioned: www.thedijuliusgroup.com Presentation topic for The 2020 Virtual Customer Service Revolution https://adriennebankert.com/ Website: www.yourhiddensuperpower.com Your Hidden Superpower: The Kindness that Makes You Unbeatable at Work and Connects You with Anyone: https://www.amazon.com/Your-Hidden-Superpower-Kindness-Unbeatable/dp/1400218144 Instagram: https://www.instagram.com/abontv/?hl=en Twitter: https://twitter.com/UnbeatableKind Facebook: https://www.facebook.com/AdrienneBankert/ *** 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

What does it take to be an exceptional leader? In today's episode, Dave Murray talks with leadership expert Dr. Ken Blanchard as they discuss some key insights into servant leadership. The Ken Blanchard Companies has conducted amazing research since 1979. They have created so many amazing programs focused on developing great leaders, which is built on their philosophy that everyone should have a great boss. With over 40 years of leadership experience, Ken has authored and co-authored over 60 books. The bestselling book The One Minute Manager that came out in 1982 now ranks as one of the most successful management books ever published. In 2005, Ken was inducted into the Amazon Hall of Fame as one of the top 25 best-selling authors of all time. Here are just a few takeaways: Why managers should prioritize the opportunity to make a difference in people's lives The importance of listening more than speaking How the number one customer of any manager is…their team members. The best "doers" in your organization rarely make the best managers – a thought that is counter-intuitive in many organizations today. What new leaders lack that they don't learn in graduate school How do you bring out the best in the people around you? Common pitfalls when promoting leaders to grow their teams Profit is the applause you get for creating a motivating environment for your people. Leadership values you need in a time of crisis Resources mentioned: www.thedijuliusgroup.com Ken is speaking at the 2020 Customer Service Revolution - https://customerservicerevolution.com/speakers/ *** 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

There are many leaders today who aren't solving the issues in their organization – and that's because they fail to recognize the deeper, underlying issue that sits right at the core of those – trust. Trust affects everything. And the only way to get faster results is increased trust. In today's episode, Dave Murray, senior consultant of The DiJulius Group interviews David Horsager, CEO of the Trust Edge Leadership Institute, inventor of the Enterprise Trust Index, and the director of one of the nation's foremost trust studies, The Trust Outlook. David is a global trust leader who works with organizations to build trust, outperform, and outlast. His work has been featured in prominent publications such as Fast Company, Forbes, and The Wall Street Journal. David has advised leaders and delivered life-changing presentations on six continents, with audiences ranging everywhere from FedEx, Toyota, and global governments – to the New York Yankees and the Department of Homeland Security. David is the best-selling author of two books: The Trust Edge: How Top Leaders Gain Faster Results, Deeper Relationships, and a Stronger Bottom Line and The Daily Edge: Simple Strategies to Increase Efficiency and Make an Impact Every Day. His latest book is called Trusted Leader: 8 Pillars That Drive Results Join us for a fascinating conversation today! Here are just a few takeaways: What is the global trust crisis? How institutional trust has dramatically declined in the U.S. in the last 50 years. Why trust is at the core of today's issues. How a lack of trust can be your company's largest expense. The importance of trust and how that leads to engagement. How do we deal with communication issues? Trust and leadership in the midst of the COVID-19 pandemic. How the trust level is measured in organizations. Some pillars you need to build to drive results and become a trusted leader. How does being a slave to your habits affect leadership? Why the consistency pillar is very important as a trusted leader. What is the trust edge? What is the daily edge? Resources mentioned: www.thedijuliusgroup.com https://davidhorsager.com/ The Trust Edge: https://www.amazon.com/Trust-Edge-Leaders-Relationships-Stronger/dp/1476711372 *** 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