dave murray podcast appearances and mentions

Janelle is here, and Dave Murray's forecast!- h3

Play Episode Listen Later Sep 3, 2026 31:26

Janelle is here, and Dave Murray's forecast!- h3 full 1886 Thu, 03 Sep 2026 21:13:24 +0000 luSh31gFoKHjV06OFTaZ6TFKN7fWDsXl comedy,religion & spirituality,society & culture,news,government The Dave Glover Show comedy,religion & spirituality,society & culture,news,government Janelle is here, and Dave Murray's forecast!- h3 The Dave Glover Show has been driving St. Louis home for over 20 years. Unafraid to discuss virtually any topic, you'll hear Dave and crew's unique perspective on current events, news and politics, and anything and everything in between. © 2025 Audacy, Inc. Comedy Religion & Spirituality Society & Culture News Government https://player.amperwavepodcasting.com?feed-li

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269: Encore Episode - Creating Alignment with A Customer Experience Action Statement

Customer Service Revolution

Play Episode Listen Later Sep 3, 2026 28:49

AI Can Accelerate Your Strategy—But It Cannot Choose Your Direction Before You Implement AI, Align the Experience Companies are moving quickly to implement artificial intelligence, automation and new digital tools. But speed without alignment can create a more efficient version of the wrong customer experience. Before an organization decides what AI should do, its leaders and employees must agree on the experience they are trying to create. A Customer Experience Action Statement, or CXAS, provides that direction. It translates an organization's broad mission, purpose and values into a clear standard employees can intentionally deliver during every customer interaction. In a newly recorded opening to this encore episode, Denise Thompson explains why the topic is especially important now: Before companies implement AI, their employees, departments and leaders must be aligned around the experience the technology is supposed to help deliver. Then, in the original conversation, Denise and customer service authority John DiJulius explain how to create a Customer Experience Action Statement, the three pillars that support it and the systems required to keep it alive long after the launch. What Is a Customer Experience Action Statement? A Customer Experience Action Statement defines what every employee should intentionally achieve whenever they interact with a customer, client, patient, guest or colleague. Unlike a mission statement, it must be actionable, observable and relevant during even the smallest interaction. John explains why a CXAS is not another slogan for the breakroom wall. It is the behavioral North Star that helps employees make consistent decisions, creates organizational alignment and turns a desired customer experience into something leaders can teach, coach and reinforce. The Three Pillars of a Strong CXAS Every effective Customer Experience Action Statement is supported by three memorable pillars: 1. Expertise Employees must be brilliant at the basics. They should have the knowledge, consistency and operational excellence required to help the customer confidently. 2. Human Interaction Customers want to feel seen, heard and cared about—not processed as the next transaction. This pillar defines how employees should intentionally make people feel. 3. Above and Beyond When an opportunity presents itself, employees should be empowered to own the experience, solve a problem or create a memorable moment. John shares examples from The DiJulius Group, KeyBank, Starbucks, Superior Glove, Domino's and John Roberts Spa to demonstrate how organizations turn these pillars into clear, repeatable behaviors. Why a CXAS Must Come Before AI AI can accelerate decisions, communications and service delivery, but it cannot decide what your brand should stand for. Without a shared Customer Experience Action Statement, departments may automate different priorities and customers may receive a faster—but increasingly inconsistent—experience. A CXAS gives leaders a standard against which every AI use case can be evaluated: Does this technology help us deliver the experience we have promised, or does it merely make an internal process more efficient? Creating a Statement Is Only the Beginning The episode also explores why successful customer experience strategies require more than a launch. Organizations must certify employees, measure execution, recognize examples, refresh the language through microlearning and keep the CXAS visible long after the initial excitement disappears. As John explains, world-class customer experience is not a ribbon-cutting ceremony. The statement becomes transformational only when it remains top of mind and influences daily behavior. Work Directly With John DiJulius and Dave Murray on September 14 On September 14 from noon to 2:00 p.m. Eastern, John DiJulius and Dave Murray will lead a live, interactive Experience Revolution Membership session focused on creating and implementing a Customer Experience Action Statement that is actionable, observable and capable of driving consistent results. Participants will have the opportunity to work directly with John and Dave to develop or strengthen their organization's CXAS. Register or join the Experience Revolution Membership: https://thedijuliusgroup.com/membership/ Key Takeaways AI will accelerate whatever direction an organization is already heading, including the wrong one. A Customer Experience Action Statement should guide how every employee approaches every interaction. A CXAS must be actionable, observable, memorable and relevant to daily work. Mission statements and purpose statements are important, but they do not tell frontline employees exactly how to behave. A strong CXAS is supported by three pillars: expertise, human interaction and above-and-beyond service. Operational excellence and human connection must happen consistently; above-and-beyond moments happen when the opportunity presents itself. Three pillars are easier for employees to remember, apply and reinforce. A CXAS should guide employees internally rather than operate as an external advertising slogan. Launching the CXAS is the easy part; certification, accountability, measurement and reinforcement make it sustainable. Every proposed AI application should be evaluated against the experience the organization has committed to delivering. Quotes From the Episode "The Customer Experience Action Statement is what each and every employee should intentionally be doing every time they interact with someone else." —John DiJulius "This changes the culture. This is transformational." —John DiJulius "The only thing my employees better know verbatim is the Customer Experience Action Statement." —John DiJulius "I want someone that makes me feel like a human being—not next, not a transaction. I feel seen and heard." —John DiJulius "The first two have to happen every time: Be brilliant at the basics, and make me feel like a human being." —John DiJulius "There's magic in three." —John DiJulius "Achieving world-class status is not a ribbon-cutting ceremony." —John DiJulius "The Customer Experience Action Statement and pillars are a game changer. They ignite your revolution." —John DiJulius Chapters 00:00 Introduction to The Customer Service Revolution 03:30 Denise and John Reconnect 03:58 Creating Sandals' Customer Experience Action Statement 04:16 What Is a Customer Experience Action Statement? 05:51 Why Mission Statements and Core Values Are Not Enough 09:05 The Structure of a CXAS 12:28 Why Every CXAS Needs Three Pillars 13:15 Examples From TDG, Superior Glove and KeyBank 18:18 How to Start Creating Your CXAS 20:40 The Six Steps Required to Sustain It 22:45 Keeping the CXAS Visible and Top of Mind 26:07 Drawing a Line in the Sand for Customer Experience 26:31 Kindness, Human Connection and Final Thoughts Links: Experience Revolution Membership: https://thedijuliusgroup.com/membership/ 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/ Books: https://thedijuliusgroup.com/shop/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ 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.

Podcast appearances and mentions of dave murray

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