Podcasts about dijulius group

summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies for training staff, handling customer complaints, and the significance of service recovery in building customer loyalty.   takeaways Zero risk means making it easy for customers to do business. Companies can screw up but must make it right. Anticipating where service failures occur is crucial. Empowering employees leads to better customer satisfaction. Training should focus on common service failure points. Listening to customers is key to resolving complaints. Service recovery can enhance customer loyalty. Celebrating employee successes in customer service is important. Feedback from customers should be documented and analyzed. Understanding customer needs goes beyond their literal questions. Chapters 00:00Introduction to Customer Service Excellence 02:15Understanding Zero Risk Companies 05:51Identifying Common Service Failures 12:21Empowering Employees for Customer Satisfaction 16:03Implementing Effective Recovery Strategies 21:44Learning from Customer Feedback and Complaints Links:  2025 Livestream Workshops, Zero Risk Register now! https://thedijuliusgroup.com/livestream-2025/ Presentation Skills Workshop https://thedijuliusgroup.com/project/presentation-skills/ Sign up for our Weekly E-Service Newsletter: https://thedijuliusgroup.com/event-form/newsletter/  The DiJulius Group https://thedijuliusgroup.com  Customer Experience Executive Academy https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy https://thedijuliusgroup.com/project/exea/ Our new best-selling book, The Employee Experience Revolution https://thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale/  Schedule a call to learn more about The DiJulius Group Consulting and Training    tdg.click/claudia Follow and Review: We'd love for you to subscribe and follow us if you haven't yet! John DiJulius is considered "The Authority" on customer experience.  His keynote presentations have motivated and inspired audiences from Entrepreneurs Organization, YPO, Nestle and Marriott to Chick-Fil-A and many more.  His real life stories are lessons long remembered by attendees.  Learn more about John and how to book him for your next event at:  https://johndijulius.com/ The DiJulius Group provides Customer Service content, education, consulting, and training, to ensure our clients become the brand their customers and employees cannot live without.   If you want happy employees, happy customers and happy shareholders, connect with us: Facebook: https://www.facebook.com/thedijuliusgroup LinkedIn: https://www.linkedin.com/company/the-dijulius-group/

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate how customer service can make or break a brand. The conversation highlights the significance of making customers feel important and the impact of training and culture on employee performance. Takeaways Elective medical services prioritize patient experience due to competition on value. Competing on price can lead to poor customer outcomes, especially in critical services. Spirit Airlines poor customer service practices. Southwest Airlines maintains a strong service culture despite industry challenges. Starbucks has faced challenges in maintaining its customer experience focus post-pandemic. Speed of service should not compromise the quality of customer interactions. Creating a culture of service excellence can dramatically improve customer experience. Every customer interaction is an opportunity to seize the moment and enhance experience. Personalization in communication is key to customer satisfaction. Listening with your eyes and making customers feel important is essential for service excellence.   Follow John on Facebook:  https://www.facebook.com/thedijuliusgroup/ LinkedIn:  https://www.linkedin.com/company/the-dijulius-group/ YouTube:  https://www.youtube.com/@dijuliusgroup Instagram:  https://www.instagram.com/johnrobertdijulius/ Subscribe to The DiJulius Group blog:  tdg.click/eservice

Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss the evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today's workforce. John shares insights from his journey in building The DiJulius Group and emphasizes the significance of investing in employee development to foster a strong community and culture. The conversation also touches on the emotional resilience required for entrepreneurship and the challenges faced by younger generations in the workforce.   Takeaways: The DiJulius Group was founded on the principles of customer service. Leadership development is crucial for maintaining a strong team. Empathy is a learned skill that can be taught. Investing in employee development leads to better retention and satisfaction. Community building is essential for a successful business. The challenges of entrepreneurship require emotional resilience. Younger generations face unique challenges in developing people skills. Training and development should extend beyond the first six months of employment. Creating a culture of recognition enhances employee engagement. The future of work will require adaptability and continuous learning.     Chapters:   00:00The Evolution of the DiJulius Group 01:21Systemizing Customer Service 06:03Building a Consistent Customer Experience 09:34Leadership Development in the Salon Industry 15:11Creating Opportunities and Community 17:15Investing in Employee Well-being 22:24Navigating Uncertainty in Entrepreneurship 26:44Developing Emotional Resilience in the Workforce 33:33Empathy and Communication Skills for Gen Z 35:35The Evolution of Leadership and Business Strategy     Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution The Soul of a Startup   Schedule a call to learn more about The DiJulius Group Consulting and Training   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.

Summary: In this episode, Denise and John discuss John's journey from being an employee at UPS to becoming a successful entrepreneur in the beauty industry. They explore the challenges faced in starting a salon, the importance of customer service, and how John's experiences led him to become a sought-after speaker and consultant. The conversation highlights the evolution of The DiJulius Group and the lessons learned along the way.   Takeaways: John always had an entrepreneurial spirit. Their salon was created to improve the industry. Customer service was the key differentiator. Hiring inexperienced staff was a bold strategy. Transitioning to speaking was unexpected but rewarding. The importance of mentorship and learning from others. Building a strong company culture is essential. How The DiJulius Group evolved from speaking to consulting. Lessons learned shaped future business strategies.     Chapters:   00:00Welcome and Listener Appreciation 01:49John's Entrepreneurial Spirit and Early Career 05:35The Journey to Opening a Salon 11:09Customer and Employee Experience Focus 15:34Hiring and Training Strategies 21:22Transitioning from Salon Owner to Speaker 29:24The Evolution of the DeJulius Group   Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution The Soul of a Startup   Schedule a call to learn more about The DiJulius Group Consulting and Training   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.

This week, John sits down with his managing partner, Denise Thompson, to discuss her evolution at The DiJulius Group, and what advice she has those who work alongside entrepreneurs.

In this episode, we focus on rolling new content out to staff, and our guest is Brenda Larson is the Manager of Learning and Organizational Development for The Community Blood Center. The Community Blood Center is a blood donation center based in Appleton, WI, serving over 40 hospitals and holding over 100 blood drives monthly. With over 200 employees working across multiple locations and shifts, rolling out new content to the entire team was a challenge! Brenda discusses how she created a 90-minute training/overview that she conducted over 39 sessions to ensure all team members learned and understood the new content. She also discusses the pros and cons of holding multiple sessions, with an emphasis on the many pros she realized from this effort. Links: The Customer Service Revolution Podcast https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ The DiJulius Group https://thedijuliusgroup.com/ Leading the Revolution Livestream Workshops https://thedijuliusgroup.com/livestream-2025/ Customer Experience Executive Academy https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy https://thedijuliusgroup.com/project/exea/ Order our best-selling books on the customer & employee experience https://thedijuliusgroup.com/shop/ Register for our 2025 Livestream Workshops! https://thedijuliusgroup.com/livestream-2025/  

This week's guest host is Dave Murray. The DiJulius Group's Vice President of Consulting and co-author of The Employee Experience Revolution,  Dave is a master at helping companies create real change that sticks.  He excels at communication and easily bridges the gap between your corporate leaders and front-line team members.  His passion for building ideal environments can lead your team -as it has his previous clients- toward attaining award-winning customer satisfaction, best place to work achievements and record-breaking profits. He has over 30 years of experience in customer service.   His background in the sports and entertainment industry gives him an uncommon understanding of marketplace competition and high expectations.  Unflappable and highly respected, Dave Murray is one of today's leading customer experience strategists. This episode was recorded from a webinar. Learn: Identify and eliminate the biggest risk factors in your service. Negative Cues: Spot and remove cues that create negative perceptions of your brand. Service Defects: Fix the most common places where your company drops the ball. Recovery Systems: Develop recovery processes to handle inevitable service breakdowns, ensuring your customers leave satisfied even when things go wrong. Consistent Complaints Handling: Equip your team with the tools to manage difficult customer interactions smoothly and confidently. Never & Always: Define your non-negotiable service standards. This leads to eliminating service defects, ensuring your customers know what to expect every time, and building trust with consistent delivery.   Links: The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution   Schedule a call to learn more about The DiJulius Group Consulting and Training   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.

Are you ready to achieve the unimaginable this year? Then register now for the 2025 Make BIG Happen Summit, April 24-27 at the Fontainebleau Miami Beach Hotel. This year, in addition to our usual lineup of world-class speakers and social events, we're excited to unveil our exclusive “MBH” program—a full MBA experience distilled into one intensive day. You'll gain strategies and insights directly from renowned experts like Good To Great author Jim Collins, and Harvard Business School professors Deepak Malhotra and Boris Groysberg.  For a preview of the kind of inspiring, motivating, and actionable presentations you can expect at the Make BIG Happen Summit, listen to 2019 speaker John DiJulius deliver a masterclass on exceptional customer service.  Guest: John DiJulius, Chief Revolution Officer and President of the DiJulius Group. Quick Background: Most companies get customer service all wrong. They make a big show of designing shiny apps, building amazing showrooms, and rolling out cutting-edge products. But they forget to put laser focus on who actually pays for all that—the customer! When you deepen your customer relationships and focus on creating a memorable experience, you can charge a premium price and retain clients for life. “Technology is only 10% of the experience,” says customer service expert John DiJulius, while your person who delivers the service is the other 90%. “Technology can never build a rapport, show empathy, or make a brilliant comeback when we drop the ball, but you can,” John says. Many businesses are trying to de-emphasize the importance of the employee and replace them with chatbots and AI. But that technology will never outperform a well-trained human who steps in when your customer needs personalized help. In this presentation, recorded live at the 2019 CEO Coaching International Summit, John DiJulius explains how you can train your team to own every problem, make meaningful connections with every customer, and create a world-class customer experience that will drive BIG business.

In this episode of HR Like a Boss, John DiJulius delves into the pivotal role of HR in shaping a positive and meaningful employee experience. He discusses how HR professionals can act as brand ambassadors, bridging the gap between leadership and employees and embodying the organization's soul. DiJulius underscores the importance of connecting employees' work to a larger purpose, creating a recruitment process that attracts top talent, and holding leadership accountable to core values. Tune in to learn how HR can be a powerful force for purpose, satisfaction, and integrity within an organization. ABOUT JOHN John DiJulius III is known as the authority on helping organizations build a world-class customer and employee experience. He is the best-selling author of six books. John is the founder and chief revolution officer of The DiJulius Group, who has worked with companies such as The Ritz-Carlton, Lexus, Starbucks, KeyBank, Nestlé, Chick-fil-A, Celebrity Cruises, Bristol-Myers, Marriott, and many more, helping them make the experience they deliver their single biggest competitive advantage. John helps companies become the brand customers can't live without and makes price irrelevant. John is also the founder of John Robert's Spas, one of the Top 20 Salons in America, and the founder of a nonprofit, Believe in Dreams.

Dave Murray, VP of Consulting at The DiJulius Group, discusses three ways to turn your current contact center into a center focused on building and maintaining customer relationships. Here are the three things we need to focus on: Finding Negative Cues—Negative cues exist everywhere when it comes to customer experience, but especially in contact centers. We will discuss where they hide, how to identify them, and how to eliminate them. Gathering Customer Intelligence – ensuring your team is actively listening and engaging with your customers is vital. We will discuss best practices and systems you can implement so your team is actively engaged in each call. Creating Experiential Standards – in the final step of this session, we will discuss the importance of creating standards that your team members follow to ensure you are delivering a consistent experience to all of your customers. These three steps will help you create a relationship center in your organization.   Links The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution   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.

In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to a world-class level of client experience, but she has also championed World-Class Customer eXperience Trained (WCCXT) certification for an elite group of 280 companies and created the first-ever CX peer and accountability group that is complemented by continuing education sessions with The DiJulius Group. Learn: How Debi prepared to become a CXO How she gets executive buy-in around CX How she gets department buy-in around CX What Debi has accomplished as the CXO How Debi & TMT built a CX certification program for their clients to go through What advice Debi would give to an emerging CXO   Links: www.wccxtcertified.com The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution   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.

John R. DiJulius III and David D. Murray, President and Vice President of Consulting, respectively, The DiJulius Group, recap the latest 5 Things (good vibes in DEI) in just 15 minutes. This week, we're diving into the push for debt-free degrees for employees, Uber's latest commitment to accessibility, and retailers' commitment to Diwali!Here are this week's good vibes:Inclusivity Strikes Back: Star Wars Edition!Uber Says: Accessibility, Full Speed Ahead!Representation Index: Time for Inclusivity Check!Degrees Without Debt? Yes, Please!Diwali Delights in RetailGood Vibes to Go: Bernadette's Good Vibe to Go: It's almost Halloween, a time when cultural appropriation can go very badly. Check out these tips for an inclusive Halloween, from our friends at The Diversity Movement. John and Dave's Good Vibe to go: Lead with humility! It's a skill you can develop and it goes a long way towards being an inclusive leader.Read the Stories.Connect with John R. DiJulius III and David D. Murray. Join thousands of readers by subscribing to the 5 Things newsletter. Enjoy some good vibes in DEI every Saturday morning. https://5thingsdei.com/

In this exciting episode of Beyond Bricks, we are honored to welcome the renowned customer service expert, keynote speaker, and best-selling author, John DiJulius! John shares his invaluable insights on creating world-class customer experiences, the art of building a service culture, and the powerful impact of leadership in today's fast-paced business world. Whether you're a seasoned entrepreneur or just starting out, John's wisdom will inspire you to elevate your brand and foster deeper connections with your customers. John DiJulius is a globally recognized authority on customer service and the founder of The DiJulius Group, a consulting firm dedicated to helping companies revolutionize their customer experience. With over two decades of experience, John has worked with world-renowned brands like Starbucks, The Ritz-Carlton, and Chick-fil-A, guiding them in creating and sustaining a customer-first culture. A dynamic keynote speaker and best-selling author, John has penned several influential books, including The Customer Service Revolution and The Relationship Economy. His thought leadership has made him a sought-after expert in the realms of business strategy, customer loyalty, and employee engagement. John's mission is simple: to change the world by helping companies raise the bar in customer service, ultimately creating a better experience for everyone. His insights have empowered countless leaders to transform their organizations, turning ordinary transactions into extraordinary experiences. When he's not consulting or speaking, John is a passionate advocate for personal development and a dedicated mentor to the next generation of business leaders.

A Good CX Starts With a Good EX - How to Create a Fulfilling and Meaningful Employee Experience  Shep Hyken interviews John DiJulius III, Founder and Chief Revolution Officer of The DiJulius Group and bestselling author. He talks about the role of leadership and company culture in shaping a positive work environment.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can every employee contribute to a better customer experience?  How can company leaders support successful customer experience investments?  What role does employee training play in improving customer satisfaction?  What are common staffing mistakes that companies should avoid for better customer service?  How are customer retention and employee retention similar?  Top Takeaways:    A Good customer experience starts with a good employee experience. The CX will never be better than the EX.    An employee experience revolution is where great companies have leaders who help people live extraordinary lives with meaning and purpose.    The culture of a company is a major driver of the customer experience. As leaders, we set the tone for what the culture is supposed to be. A positive employee experience contributes to a healthy company culture, which affects their motivation and satisfaction. Ensuring a positive employee experience is as essential for your business's success as delivering outstanding customer experience.    There is a quote that says, "You are the average of the five people you surround yourself with." However, in the workplace, your employees cannot choose their five. When a superstar employee is surrounded by underperformers, it can be challenging for them to maintain excellence. Making the right hiring decisions sets the stage for a positive work environment and facilitates the company's and its employees' success. As leaders, we are responsible for creating a team that helps each other excel.    Every employee plays a role in customer experience. Regardless of their position, from the front desk to the C-suite, each employee contributes to customer perception and the company's success.    Prioritizing employee satisfaction and fulfillment is essential for business success. Just as companies strive to fulfill their customers' needs, they must also address the needs of their employees. Companies can boost productivity and morale by providing a work environment that supports employees' growth and fulfillment.    Executive sponsorship is crucial for a successful investment in customer experience. Leaders must empower and support training and customer-centric initiatives. By providing the necessary resources and guidance, executives can drive the company's commitment to delivering exceptional customer experiences.    Plus, Shep and John discuss what "hire's remorse" is and how to avoid it. Tune in!    Quote:   "The two biggest mistakes companies make in staffing are hiring just anyone to replace turnover and looking the other way on poor performers."     About:     John DiJulius III is the founder and chief revolution officer of The DiJulius Group and the best-selling author of six books, including his latest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth.    Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this week's episode of the SIMPLE brand podcast, I talk with John DiJulius.John is the founder and Chief Revolution Officer of The DiJulius Group, a customer experience consulting firm that helps clients build customer care strategies that lead to happy customers, employees, and shareholders. John has spent decades becoming the authority on building world-class customer and employee experiences. John is the bestselling author of six books, including his newest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth.John and I talk about the little-known secret of how to become a more profitable company in both the short and long term: happy employees. Here's what we discuss:How we got to the point of “quiet quitting”Why the power of purpose trumps the paycheckThe importance of storytelling in vision-casting a careerHow to make your employees feel as cared for as your customersHow to avoid creating accidental managersWhy onboarding needs to be more than a training classHow to design an employee-specific career journeyThe importance of focusing on the whole person, not just the jobHow the employee experience starts during recruitmentThe “Columbo method” of interviewingRESOURCES FROM THIS EPISODE:John's websiteThe Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business GrowthJohn on LinkedIn

Since we all know that employee unhappiness impacts customer happiness, why do we often overlook employee morale, retention, and job satisfaction? In this episode, Bill and his guest, John DiJulius, get into the nitty-gritty of employee experience and customer satisfaction. Their discussion underscores the need for leaders to set the tone and create a workplace where employees feel valued and supported, leading to increased profitability and employee retention.John DiJulius is a rock star in the worlds of customer service and employee experience. He is also the author of The Employee Experience Revolution and the host of the Customer Service Revolution Podcast. Key topics that Bill and John explore in this episode: - How the customer experience and employee experience are intertwined. - The frustration of platitudes related to customer service, such as “Take really good care of your customers” and “Treat your customers the way you want to be treated.” - John's obsession with improving customer and employee experiences.- Providing a unique and memorable experience for guests. - How John's research led to the development of customer experience methodology. - The following question, that business leaders and owners often ask themselves: Why do we hang on to employees who don't improve?- Knowing when it's time to move on from a job or employee.- Prioritizing employee well-being for business growth.- The importance of painting a clear picture of career growth opportunities for your employees.- Connecting with employees through understanding their goals and personal lives. - Understanding employees' personal goals to create meaningful incentives.- The five F's of personal planning: financial, fitness, family, faith, and future.- Observing how job candidates behave during job interviews, rather than just focusing on their answers.- Why do major companies often hire people who fit their values and empower them to resolve issues- Why great customer service starts with happy, engaged employees.Thanks to John DiJulius for being on the show! Connect with John on LinkedIn: https://www.linkedin.com/in/dijulius/ Get John's book: The Employee Experience Revolution: Increase Morale, Retain Your Workforce, Drive Business Growth: https://thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale/Subscribe to John's podcast: The Customer Service Revolution: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Learn about the DiJulius Group's Customer Experience Executive Academy: http://thedijuliusgroup.com/project/exea/Bill Gallagher, Scaling Coach and host of the Scaling Up Business podcast, is an international business coach who works with C-Suite leaders to achieve breakthrough growth. Join Bill in the Growth Navigator Coaching Program: https://ScalingCoach.com/workshop Bill on LinkedIn:

Capturing an audience's attention can be tricky, particularly in a corporate setting. If you can master the art of storytelling, delivering your message becomes more enjoyable for everyone. If you're a fan of movies or TV shows, you'll recognize good storytelling as soon as you hear it. They're captivating. In a corporate setting, as a leader or speaker, you can borrow some of Hollywood's methods to tell your own stories to craft a memorable message that resonates with your audience. In this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with LaQuita Cleare, CEO of Clear Communication Academy, a highly sought-after international speaker and storytelling expert who believes in the power of communication to create change. Her degree in psychology enables her work to be science and research-based, while her theatre degree helps her clients' executive presence, delivery skills, and ability to connect. LaQuita believes in the power of words to create change, and she is on a mission to help audiences use stories to create tangible business impact. She shares with John how her Hollywood background taught her what a good story is, the importance of vulnerability to your storytelling, and why a good story always includes a journey with change and conflict. Here are just a few takeaways: LaQuita's background in theatre and how she became a storytelling guru who teaches others how to clarify the direction of their visions Why storytelling is critical to becoming a successful leader Where people can find stories to implement into their presentations and why every story should have a journey with a change and a conflict The common mistakes leaders make when they try to be storytellers What you can learn from comedians and TED Talks about being a good storyteller The role of vulnerability in storytelling and how it can connect you to your audience When the details are important to a story and when they're unnecessary Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast The 2023 Customer Service Revolution Conference Customer Experience Executive Academy Customer Experience Executive Online Academy LaQuita Cleare's website Storytelling Summit Follow LaQuita on Linkedln 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.

Millennials and Gen Z often get a bad rap, but they may be the best generation to hire. As they've watched their parents and grandparents steeped in hustle culture to stay ahead, it's given them insight into what they don't want for their own careers. Their mantra seems to be, “Work smarter, not harder.” While they may not believe in hustling to get where they want to be, millennials and Gen Z value purpose and relationships. They want meaning behind the work they're doing. And they don't want their personal relationships to be collateral damage from hustling too much. They've experienced a professional awakening Matthew Kennedy Stewart is co-founder and CEO of National Service Group (NSG), which operates College Works Painting, Empire Community Construction, Home Genius Exteriors, and SMJJ Investments. In addition to his role at NSG, Matt serves on the board of directors for multiple organizations and is consistently recognized for his leadership and management expertise. In particular, Matt is passionate about mentoring millennials and generation Z.  He is the host of “The Edge of Excellence” Podcast and has been featured in The Wall Street Journal, Entrepreneur magazine, Inc. magazine, and Fox Business News and on ABC, CBS, and more. Matt is a University of California, Santa Barbara graduate, living in Laguna Niguel, California, with his wife, Jill, and their two children. In this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Matthew about how he built numerous successful brands from the ground up, incorporating his unique leadership philosophies. More importantly, all his businesses depend on millennials and generation Z. Hear how Matthew helps keep them inspired and motivated. Here are just a few takeaways: Matthew Stewart's first exposure to entrepreneurship, how that led to his career as a business owner, and what a typical week looks like for him What Human Service means to him How millennials and Gen Z approach work ethic and why meaning and purpose play a significant role in what they want from work The Five Factors of Success for college students How Matthew nurtures his relationships at home and maintains life balance The hardest things about being an entrepreneur and leader What he finds most challenging about being a father and husband The accomplishments he's most proud of Why millennials and Gen Z are the best generations to hire Resources mentioned: www.thedijuliusgroup.com The Family Economy 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.

Creating a customer service revolution doesn't have to be complicated. It's actually pretty simple. It requires effort and a willingness to view your company and employees from the customer's perspective. The number-one thing to remember about customer service excellence is that you're in the customer perception business. It doesn't matter what you think about your customer service policies and procedures if the customers aren't in agreement. Why do so many of us overrate the experiences we provide? In this episode of The Customer Service Revolution podcast, you'll hear John DiJulius, Chief Revolution Officer of The DiJulius Group, present a keynote at the Customer Service Revolution Conference in Cleveland on Nov 7th, 2022. The presentation was based on John's bestselling, ground-breaking book, The Customer Service Revolution. John explains why you have to understand that price, convenience, and other factors are irrelevant because they want the experience you offer. He also breaks down the three pillars of the customer experience action statement, what it means to be a duck during customer interactions, and why a smile should be part of the uniform. Here are just a few takeaways: Why you're in the customer perception business How to make price, convenience, etc., irrelevant to your customers because they want the experience you offer The need for a customer experience action statement and what it does for employees What TOMA and ATOM stand for and how to implement them What the three pillars of the customer experience action statement are What a Customer Bill of Rights is and why you need it How to be a duck when it comes to customer interactions Never make the customer wrong and instead make it right Never criticize team members, competitors, or make excuses A smile is part of the uniform Creating a shortlist of nevers and always propels the customer experience Building instant rapport with people has a huge impact on your professional and personal lives The greatest give you can give is your attention Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast Order John's books The 2023 Customer Service Revolution Conference Customer Experience Executive Academy  Customer Experience Executive Online Academy 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.  

Today we are Talking with Danny Ozment about how you can use podcasting or even podcast guesting to grow your tribe and influence. If you have ever wondered how to start or utilize a podcast or guesting, you will want to catch this episode. Danny Ozment is a business strategist and podcast consultant for busy professionals and solopreneurs who want to create podcasts that build brand loyalty and make their marketing efforts more effective. His goal is to help you clarify your message and publish engaging content that creates customers who trust you before they buy and can't wait to tell the world about you. Danny's refreshing approach as the owner of Emerald City Productions has made him a sought-after speaker, online educator, and consultant for major corporations and thought leaders. His clients include Salesforce, LinkedIn, the John Maxwell Team, Mike Kim, and The Dijulius Group. He hosts the highly-rated podcast, Podcast Strategies for Growing Your Business, Community, and Influence. He has spoken at industry-leading events including Podcast Movement and Mediavine. My Top 3 Take Aways From The Episode: 1) How can podcasting (starting a podcast) and podcast guesting help grow your tribe and influence? 2) What does it take to start a podcast?    3) What are some of the ways we can monetize our podcast? Connect with Danny Ozment on Social Media! Website: https://emeraldcitypro.com/ Instagram: @dannyozment Facebook: https://www.facebook.com/EmeraldCityProductions Twitter: https://twitter.com/dannyozment LinkedIn: https://www.linkedin.com/in/dannyozment/ Connect with Sean Osborn at Thinking Big Coaching http://www.thinkingbigcoaching.com https://www.instagram.com/thinkingbigcoaching/ https://www.facebook.com/thinkingbigcoaching/ Be sure to check out your free 6 Human Needs Assessment https://www.thinkingbigcoaching.com/6needsassessment Why is understanding your DRIVING FORCE so important to understand? It is important to understand they are not goals nor merely desires, but profound needs that underlie and motivate every choice, every belief, and every decision we make. Because they are the driving force behind any person's behavior, understanding the needs and the vehicles used to meet them, we will have a better understanding of why life is the way it is currently and more importantly, how to facilitate change. If you enjoyed listening then please take a second to rate the show on iTunes.  Every podcaster will tell you that iTunes reviews drive listeners to our shows so please let me know what you thought and make sure you subscribe using your favorite podcast player. It means a lot to me and to the guests.  

According to Forbes, the CXE, or Customer eXperience Executive, is one of the fastest-growing roles. The DiJulius Group even offers a 12-month master's course in customer experience called Customer eXperience Executive Academy. Its graduates have many success stories but have been through some of the same challenges and roadblocks your organization may be going through as it attempts to improve the customer experience. Rolling out new training to a team can be a tremendous undertaking. The customer experience that Chick-fil-A has today didn't happen overnight. Instead, it improved incrementally over time, and they constantly strive to improve further. Jess Pischel, a Customer Experience Consultant and Speaker with The DiJulius Group, spends her time helping clients generate ideas, turn them into systems, and implement them enterprise-wide. Jess has a Master's in Business Administration and has worked directly with world-class brands like LUSH Cosmetics, Celebrity Cruises, and Lexus. She has a passion for working on meaningful projects and growth while creating leaders that move results through their people, leading to culture shifts, which bring new initiatives and successful project plans with measurable results. This episode is from Jess's presentation at the Customer Service Revolution Conference in Cleveland on Nov 7th, 2022. In this tell-all session, the top Customer Experience Executives from multiple industries unveil how to overcome roadblocks and hurdles while avoiding costly mistakes. Find out what it takes to lead an organization's entire customer and employee experience from those who have mastered it. Here are just a few takeaways: What the CXE role is, and why it's one of the fastest-growing positions What the Customer eXperience Executive Academy is and the methodology behind it How to roll out new training material and implement change management best practices Some examples of internal communications practices and how to implement them Why you should weave training and reinforcement into your organization's culture The challenges you may face when you're communicating to different locations and the importance of consistency How certification can increase learning retention from training workshops What the keys are to measuring success How to gain buy-in from the critics and cynics Why you should be consistent with the teaching so that it's consistent in practice How to ensure that your program doesn't become “flavor of the month” How to gain executive sponsorship Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast The 2023 Customer Service Revolution Conference Customer Experience Executive Academy Customer Experience Executive Online Academy 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.  

We often don't consider that the internal culture directly inside our organizations impacts our external culture. Building teams that work together allows us to focus on the customer. Departments operating in silos, poor internal handoffs, and miscommunication are all employee dissatisfiers and negatively impact customers. Some of the same tools we use externally can also be used internally to evaluate what we can improve internally. Roleplay exercises, using negative cues to identify the tone of your messaging, and team-building activities are just some ways you can begin to improve your organization's culture. In this episode, Dave Murray will present how you can build a world-class internal culture. As VP of Consulting with The DiJulius Group, Dave strives to make all participants feel comfortable--creating an ideal environment for idea generation and sharing. Dave has more than 25 years of experience in customer service, marketing, and sales. Learn how to fix the common pitfalls of internal culture and get all team members focused on your customer's experience. You'll hear some of Dave's tricks for transforming your company's internal culture. This presentation is from the Customer Service Revolution Conference held in Cleveland on November 7th, 2022. Here are just a few takeaways: Communication is the most frequently reported problem in company cultures How internal communication impacts the external customer experience Creating internal culture with a focus on the employee experience has to be purposeful Empathy is important for internal and external culture Roleplay exercises can help you achieve results Use negative cues to identify the tone of your message Consider performing an internal negative cue audit Evaluate your internal communication best practices and create non-negotiable standards Identify the communication gaps and develop standards around that Don't deliver bad news in writing--call first Who are the invisible service providers in the organization? Internal culture serves people in the organization who serve external customers How team building can strengthen an organization's internal culture Build a process for internal handoffs Consider internal journey mapping Build in experiential standards Create a culture that instills pride Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast The 2023 Customer Service Revolution Conference Customer Experience Executive Academy Customer Experience Executive Online Academy 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.

Complaints to any organization are a gift, especially today since consumers have so many options. Are your teams handling these important interactions consistently well? Are you tracking the issues and outcomes to monitor trends and bigger issues?   Many organizations have implemented acronyms to help frontline workers deal with conflict when customers complain about their service or products. One common thread in these acronyms is the ability to listen, apologize, solve the issue, and thank the customer for bringing it to your attention. This simple methodology has proven effective over and over.   As VP of Consulting with The DiJulius Group with more than 25 years of experience in customer service marketing, and sales, Dave Murray strives to make all participants feel comfortable--creating an ideal environment for idea generation and sharing. Dave is also an accomplished keynote speaker who can bring energy and passion to a room, all while connecting with audience members and delivering motivational and actionable content.   This episode is from Dave's breakout session at the Customer Service Revolution Conference in Cleveland on November 7th, 2022. Learn some easy-to-implement standards and how to create a service recovery playbook as he shares the essential lessons he's learned about customer service during his career. Here are just a few takeaways:   What the term zero risk means, and how it applies from a customer service standpoint Customers are 80% more likely to go somewhere else after a bad experience Employees don't have the training to deal with conflict LATTE: Listen, Acknowledge, Take Action, Thank, and Encouragement BLAST: Believe, Listen, Apologize, Solve, and Thank LEAST: Listen, Empathize, Apologize, Solve, and Thank GATE: Gather all information, Assess the situation, Thank and empathize, and Explain the solution Leap to Action: Listen completely, Empathize, Apologize and clarify, Provide next steps, Thank, and Own it How you can develop your own tool for frontline workers and design it for your needs A-1 Care: A blameless apology, Own the situation, Clarify and assess, Action, Reassure and resolve, and End with a follow-up FORD: Family, Occupation, Recreation, and Dreams FORD is the information that's most important to us as humans, and focusing on that allows you to build a relationship Create your own acronym for handling difficult conversations Don't punish 98% of your customers for what 2% are trying to do Complaints often come from a company's own policies Assume positive intent and train for consistency Why it should be easy for customers to provide feedback When the experience should override the policy, and the policies should become guidelines How to solve the problems that aren't your fault but harm the customer experience Why you should be tracking your organization's complaints and compliments   Resources mentioned: www.thedijuliusgroup.com The Customer Service Revolution Podcast The 2023 Customer Service Revolution Conference Customer Experience Executive Academy Customer Experience Executive Online Academy   *** 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.

We all have different answers to the question, “What is company culture?” Some say values. Others say purpose. However you define it, it encompasses behavior, knowledge, beliefs, and habits. Great coaches motivate teams and maximize their performance - both on the field and in the workplace. Learn how to cultivate a coaching culture in your organization by changing the leadership playbook to one that empowers and engages coaches and their teams. Brittni Walker is a Certified Customer eXperience Executive and is the Director of Customer and Employee Experience at Advance Financial, where she's worked for the last ten years. She began her tenure as a Customer and Employee Affairs Coordinator and quickly advanced to the management level. In 2018, she took her skills to the next level by earning her Customer eXperience Certification from the Customer eXperience Executive Academy. She is also a Customer Experience Consultant for The DiJulius Group. This episode is from a presentation presented by Brittni at the Customer Service Revolution Conference in Cleveland on November 7th, 2022. She explains why leadership means having a coaching culture. It all begins with building rapport with your team. You'll hear the four main takeaways she wants you to remember from this session, along with some recommended reading. Here are just a few takeaways: How to define company culture Why 47% of employees leave companies because of engagement and culture Why culture reflects leadership Losing an employee costs a company about 33% of the employee's salary Why company surveys may do more harm than good Energy givers are coaches, while energy suckers are bad managers Why you should be cheering for your team members and helping them achieve their goals How building rapport with your team creates trust and engagement Why listening is the key to communication Asking questions help shape conversations to create an outcome Guidance can lead your employees to success Brittni's recommended reading Resources mentioned: www.thedijuliusgroup.com How's the Culture in Your Kingdom? Book The Energy Bus book The High 5 Habit book The Relationship Economy book The Customer Service Revolution Podcast The 2023 Customer Service Revolution Conference Customer Experience Executive Academy Customer Experience Executive Online Academy *** 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.

On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn't get much better until he and his wife received the devasting news that their youngest son Ryan had taken his own life. Today, Jay is on a mission to reach every parent and every family about the conversations they need to have with their kids. Jason Reid is the founder of ChooseLife.org, a leading youth mental health advocate, and a father who lost his teenage son to suicide. That became the catalyst for releasing his documentary, “Tell My Story,” in 2021. He's on a quest to prevent teen suicide and help parents take ownership of their kids' mental health. This interview was one of the hardest John has conducted, but it could be the most important as Jason shares information about teen depression, suicide, and how you can help prevent it. Here are just a few takeaways: Depression in children and teenagers is at an all-time high Suicide was the 2nd leading cause of death in kids ages 10-14 Teen depression isn't prejudiced Mental health is an unknown — and to help our kids, we need more support than Google can provide What signs we should be looking for if a child is struggling with depression The questions we should be asking How you can help your teens struggling with depression Resources mentioned: www.thedijuliusgroup.com  Tell My Story | Documentary Jason Reid's Ted Talk https://www.tellmystory.org/  https://www.tellmystory.org/documentary The Customer Service Revolution 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.

Live from the 2022 Transformer's Summit, keynote speaker John Dijulius categorizes the automotive industry as a 'grudge buy' for customers when they are at their most vulnerable. How is this an opportunity for your business to be the 'hero?' How do you make price irrelevant? John Dijulius, John Robert's Spa, The DiJulius Group. John's had the privilege of working with world class companies like the Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, Pricewaterhouse Coopers, Cheesecake Factory, Bausch & Lomb, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A, Entrepreneurs Organization, YPO, Aveda, and many more. Listen to John's previous episodes HERE Show Notes Drove for UPS- his wife was a hairdresser, and they opened a salon. John started getting involved in the business. “We aren't going to be the best salon, we will be the best experience of your day.” Chambers of commerce businesses started asking John for business consulting.  20 years ago John's first book came out and took him to the next level Business and Artistry Pengeleum   Making price irrelevant- based on the experience your brand consistently delivers, your customers shouldn't have an idea what your competitors charge because they aren't window shoppers. Who is more expensive? Why are they?  “We do $10 haircuts” vs “We fix $10 haircuts.” Give the experience before you charge for it and justify it -“What does a $1,000 haircut look like? What is that greeting like? How is the massage during shampoo? What does a $1,000,000 keynote speech look and sound like?”  Grudge buy and losing time- automotive repairs. When you can come to the rescue when a customer is at their most vulnerable, there is an emotional connection and memory made. Customers asking about price- opportunity The biggest cause of anxiety is uncertainty- no update update for customers   Level 1 through 10 hairdressers based on expertise  “Discounting is the tax you pay for being average.” Things that make a brand something customers can't live without- the quality of work, consistency, employee evangelism (educate vs sell), how do you make me feel, Capitalize the ‘C' in Customer to show the emphasis in your policies and procedures  Building relationships with FORD- family, occupation, recreation, dreams Disney- know your role and be ‘on' when you're on, leave your problems at the door

Podcasts are the name of the game today! We sit down with Danny Ozment to have a conversation about using podcasts to promote your video business. You'll even get a little insight into why this podcast exists.  A podcast has the potential to be a complete game changer for your business, but it needs to be done right. Danny explains just how to structure and market your podcast so that it will be found, build trust between you and future clients, and act as a launching pad for loads of social media content. A podcast can be your door into creating the lasting, long term client base that you want and help you impact the world more than you ever dreamed possible.  Key Takeaways  Podcasting is the long form version of content marketing. Utilize this and repurpose it to create other forms of social content with little extra effort. Use your podcast to build trust with prospective clients and set your business apart from the competition. Structure your podcast for the specific goal that you have for it. Market your podcast effectively so that the correct people find it. About Danny Ozment  Danny Ozment is a business strategist and podcast consultant for busy professionals and solopreneurs who want to create podcasts that build brand loyalty and make their marketing efforts more effective. His goal is to help you clarify your message and publish engaging content that creates customers who trust you before they buy and can't wait to tell the world about you. Danny's refreshing approach as the owner of Emerald City Productions has made him a sought-after speaker, online educator, and consultant for major corporations and thought leaders. His clients include Salesforce, LinkedIn, the John Maxwell Team, Mike Kim, and The Dijulius Group. He is the host of the highly-rated podcast, Podcast Strategies for Growing Your Business, Community, and Influence. He has spoken at industry-leading events including Podcast Movement and Mediavine. Right now, Danny is wearing out his Walt Disney World annual pass with his wife and 2 kids. When he's not on Pirates of the Caribbean, he spends his days on a mission helping podcasters change the world one download at a time. The free tips he provides at dannyozment.com, guarantee you'll launch and grow a podcast that will impact the world. In This Episode [0:00] Welcome to the show! [3:01] Meet Danny Ozment [5:10] Danny's most rewarding experiences with podcasting [12:08] Using a podcast to market your video business [20:38] How to efficiently and successfully produce a podcast [35:29] How a podcast influences future clients to trust you [38:12] Structuring your podcast to meet your specific goals [44:58] Marketing your podcast [48:06] Connect with Dan [51:00] Outro Quotes “By helping people get these stories out, get these conversations out, that I was reaching now thousands, tens of thousands, millions of people.” - Danny Ozment [7:03] “Often the listeners to a podcast build a relationship that is similar to a friendship with the host.” - Danny Ozment [18:38] “It is the disease that entrepreneurs all have, it would just be quicker if I do it myself. That's a lie.” - Ryan Koral [31:50] “That is the way: being an expert, borrowing audiences and bringing them back to your podcast, and then also working with your current audience.” - Danny Ozment [47:00] Links FREE Workshop Available "How to Consistently Earn Over $100k Per Year in Video Production While Working Less Than 40 Hours Per Week" Get the ASCEND Method Cheat Sheet Join the Grow Your Video Business Facebook Group  Find Danny Ozment online  Danny's Company: Emerald City Productions Download “Your podcast Roadmap” Follow Danny Ozment on Instagram | Facebook | Twitter Connect with Danny Ozment on LinkedIn Follow Ryan Koral on Instagram Follow Grow Your Video Business on Instagram What's your question for the podcast? Share a video or audio response! Check out the full show notes page If you haven't already, we'd love it if you would take 1 minute to leave us a review on iTunes!

Your host Bryce Henson interviews today's guest, David Murray, VP of Consulting at The DiJulius Group.  David shares his 20 years of experience in customer service, marketing, and sales, mainly in the sports and entertainment industry, with us on today's show.  Learn how David helps organizations create a positive work environment with standards that help them create a better customer experience all around.  Tune in to gain insight into the reasons companies reach out for consulting, how it can impact their customer engagement, and grow their business to new heights.  01:20 - Your host, Bryce, introduces today's guest David Murray. 01:40 - David shares his backstory from working for his hometown baseball team, the Cleveland Guardians, and his journey into consulting. 04:00 - Bryce asks David to share what are the top reasons companies reach out to him. 06:30 - Hear what some of the common oversights and opportunities are that clients have to get better. 08:45 - Get insight into the High-level client engagement techniques David teaches.  12:05 - David breaks down the difference between communicating policy and guidelines. 14:05 - Learn about negative cues and how to navigate them. 12:30 - David explains what F.O.R.D. is and what some of the strategies are that you can apply in your business today.  22:00 - Hear about some of the ways client engagement and retention have shifted since navigating covid.  30:10 - Bryce's famous lightning round Q&A. Q: What are the most challenging and fulfilling parts of your role in your company? A: Travel and experience many different company cultures. Q: What is your zone of genius? A: being able to systematize and simplify systems.  36:45 - Find and connect with David online at www.thedijuliusgroup.com. “They know there's room to raise the bar” - David Murray

Robin Robins is the IT industry's most in-demand marketing consultant, sales trainer, and direct response marketing consultant. As the CEO & President of Technology Marketing Toolkit, she specializes in developing strategic marketing, sales, and lead generation systems. For the past 20 years, Robin and her team have had one singular focus: to develop highly effective marketing and sales-generating systems specifically for MSPs, VARs, and IT services firms.  Chief Revolution Officer John DiJulius of The DiJulius Group talks with Robin today about the amazing journey she has been on in her life. Not only is she a serial entrepreneur but she also has an incredible story of going from a difficult past to building the empire in the IT industry that she has today.  You Will Learn: Robin's incredible back story, including when she was homeless as a teenager. How she got into the MSP niche and has dominated it ever since. Her vision for Technology Marketing Toolkit when it first began. How she built TMT into the #1 marketing firm in the IT industry. The benefits of specializing and niching down. Why every business should figure out how to get in the Monthly Reoccurring Revenue business. Why Robin puts on so many events for her clients. How she has created incredible value for her members (clients). Why we need to stop telling women they're disadvantaged. Resources mentioned: The Customer Service Revolution Podcast  Technology Marketing Toolkit website Robin Robins website The 2022 Customer Service Revolution Conference Customer Experience Executive Academy  Customer Experience Executive Online Academy *** 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.

John Ruhlin is the world's leading authority in maximizing customer loyalty through radical generosity. He is the founder and author of Gift·ology and has been featured in Fox News, Forbes, Fast Company, Inc, and New York Times.  However, during his early years, John found himself selling knives. It was through this experience that he learned how to build relationships, qualify leads, and handle objections. He developed a system of using generosity to gain access to elite clients and generate thousands of referrals. This is what eventually led him to become the #1 performer out of 1.5 million sales reps for his company, one of the world's most recognizable brands.  Today, John and his firm help other individuals and organizations do just the same. They help people turn their clients into their own personal sales force to drive exponential growth.  In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with John about his process and mindset around generosity and referrals. Tune in to learn from John's powerful mindset and incredible success. You Will Learn: How an Ohio farm boy became the #1 greatest salesman in Cutco history. How John became a referral expert. How gifting can be your greatest referral tool. What most companies get wrong with sending gifts. Why vendor experience is just as important as customer experience. The Gift·ology Recipe. Why so many companies don't get referrals. What John will be sharing in his keynote at the 2022 Customer Service Revolution conference. Resources mentioned: The Customer Service Revolution Podcast  Register to see John Ruhlin speak at The 2022 Customer Service Revolution Conference Order John's book Giftology Giftology Playbook  Customer Experience Executive Academy  Customer Experience Executive Online Academy *** 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.

Joel Sylvester has an unsurpassable passion for customer service. His career spans hundreds of companies, working with brands like Mayo Clinic, Wells Fargo, South Carolina Parks, Ohio Parks, and Fellowes. He has over 20 years of crafting exceptional customer experiences under his belt. Today, Joel lives in Sioux Falls, South Dakota with his family. He acts as the Chief Client Officer at Five Star Call Centers. In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Joel about AI and contact centers. Joel brings a level of expertise to the show and the world at large that is so critical today. The evolution of contact centers is of the utmost importance, especially amidst the great resignation going on right now. Tune in to hear from Joel on this topic in which he's a genuine expert and learn how to apply his expertise to your organization. You Will Learn: Joel's career background. The evolution of contact centers over the past two decades. What Five Star Call Centers does. How AI can help your company be more efficient, especially during The Great Resignation era. Why every company has to be successfully managing their Omni channels. Why outsourcing isn't so dangerous nowadays. What A.C.T. is and why every customer service employee should be delivering it. What you will learn from Joel's presentation at the 2022 Customer Service Revolution Conference. Resources mentioned: Register to see Joel speak at the 2022 Customer Service Revolution conference Five Star Call Centers  Five Star 2022 State of Customer Service  Connect with Joel on Linkedin  Customer Experience Executive Academy  Customer Experience Executive Online Academy The Customer Service Revolution 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.

Jess Pettitt is an author and keynote speaker. She believes to thrive in this world you have to ride two horses at once: one of humility and one of ego. This is why, while hosting and performing stand-up in NYC, she also worked as a diversity and inclusion specialist.  After a decade, Jess quit her day job but she still uses humor today to deliver actionable content related to everything you ever wanted to know about where leadership and diversity collide. Though often referred to as a thought leader, Jess responds that she just makes leaders think.  Jess works with toxic workplaces to help them build up the skills they already have. For example, we all have challenging conversations with the people we like and respect but we don't have these same challenging conversations with the people we don't like or respect. We have the skills but need to learn how to discern the two different buckets.  Today, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess about this process and the work she does within organizations. They also get into her background and what led her to do what she does today. Tune in to learn what “good enough now” means and benefit from all of Jess' incredible insights. You Will Learn: All about Jess' background in performing stand-up in NYC and working as a diversity and inclusion expert. Why she got into diversity and inclusion in organizations. What it means to ride the two horses of humility and ego at once. Why you need to have a conversation about what you don't know you don't know for diversity, equity, and inclusion work to stick.  How to do the best you can with what you have without getting sued, losing talent, or failing customers. How to avoid your blind spots. What “Good Enough Now” means. What you will learn from Jess' keynote at the 2022 Customer Service Revolution Conference. Resources mentioned: Register to see Jess speak at the 2022 Customer Service Revolution conference Everything Jess Pettitt Customer Experience Executive Academy  Customer Experience Executive Online Academy The Customer Service Revolution 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.

As a college freshman, Marcus Engel was blinded and nearly killed after being struck by a drunk driver. This incident changed the trajectory of his life forever.  After recovering from the accident, Marcus decided to pursue Narrative Medicine. His training and personal outlook on life gave him an amazing message to share with the world. Today, he is a sought-after motivational speaker and author who teaches his audiences the art of compassion and being present. In this episode, Chief Revolution Officer John DiJulius of the DiJulius Group talks with Marcus. They discuss his inspirational story, how he made the most of his tragic circumstances, and what he is doing to encourage thousands of people today.   You Will Learn: How Marcus went through two years of rehab, over 350 hours of reconstructive facial surgery, and adaptation through a multitude of life changes.  Why he decided to continue his education after the accident. What Narrative Medicine is. Why Marcus believes life doesn't happen to you, it happens for you. What a compassion expert is. What the two most compassionate words any human being can hear are. What the greatest gift we can give to another person is. What you will learn from Marcus' presentation at the 2022 Customer Service Revolution conference. Resources mentioned: Register to see Marcus speak at the 2022 Customer Service Revolution conference https://marcusengel.com/ Marcus' book I'm Here - Compassionate Communication in Patient Care  Customer Experience Executive Academy  Customer Experience Executive Online Academy The Customer Service Revolution 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.

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Judson Laipply, who has been featured on the Today Show, Ellen, Oprah, GMA, and more.  Judson is the world's first YouTube Celebrity. His finale, “The Evolution of Dance” has over one billion impressions and was the first video ever to hit 100 million views. At the time, however, going viral wasn't a thing and there weren't opportunities to grow as a personal brand when you went viral.  Still, Judson is so grateful to have had this experience. He has now been speaking and performing for over 20 years and has been all around the globe. In this episode, Judson joins us to talk about his many experiences. We discuss the very video of his that went viral and what the experience was like. We also talk all about everything Judson is doing now and why he is called the “evolution guru.” Tune in to hear from the very first social media influencer, Judson Laipply. You Will Learn: Some background on Judson's childhood. When he knew he wanted to be a professional speaker. How he became the first YouTube Celebrity, receiving over 300 million views. The philosophical concept of Schroeder's cat. Why there is no such thing as “the status quo.” How Judson teaches audiences worldwide the difference between change and evolution while teaching them to embrace struggle, engage choice, and ultimately evolve. How to not fall into the trap of complacency. What Judson's upcoming book will be about. What you will learn from Judson's presentation at the 2022 Customer Service Revolution conference. Resources mentioned: The Customer Service Revolution Podcast  www.judsonlaipply.com The Evolution of Dance Register to see Judson speak at the 2022 Customer Service Revolution conference Customer Experience Executive Academy  Customer Experience Executive Online Academy *** 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.

Here at The DiJulius Group, we're often surprised by how many leaders don't think they are responsible for creating the culture they want in their organization.  The truth is, only leaders can institute change like this. As the leader, you set the pace for how everyone else will perform their duties and serve your customers. On top of this, as entrepreneurs, we need to be training the leaders within our organizations.  We need to teach them how to lead in a way that creates the company culture we desire.  In this episode, Dave Murray, Senior Customer Experience Consultant for The DiJulius Group, talks all about creating a culture that attracts and keeps the best talent. This talk comes from the keynote he gave at our conference. Throughout the show, Dave makes the case for why we need to be training our leaders to create the culture we want. After listening, you can go back and implement these tips in your organization to create better leaders and a better culture.  You Will Learn: Where companies go wrong with promoting people How we underestimate the middle level of management What we learned from Google's “Project Oxygen” study 10 must-haves for managers Why one-on-one meetings are so effective The importance of holding your leaders accountable How to build a culture employees love Resources mentioned: The Customer Service Revolution Podcast  Customer Experience Executive Academy Customer Experience Executive Online Academy  *** 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.

Does your company have a Signature eXperienece? A Signature eXperience is a distinct customer experience your customers can only get from you. Creating this kind of experience for your customers requires consistency. You have to get rid of “employee roulette” and train your employees on the CX that sets your organization apart. In this episode, Chief Revolution Officer John DiJulius of The DiJulius Group discusses how to do this. Tune in to learn how to create your signature experience and remove employee roulette.  You Will Learn: What a Signature eXperience is  That great CX organizations consistently deliver outstanding results with average employees How to remove employee roulette That you can significantly improve your CX with your existing group of employees How to tie employees' jobs to the overall sense of purpose Resources mentioned: The Customer Service Revolution 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.

Every one of us has three groups of people in our lives and businesses. We have the believers,  the fence-sitters, and the critics and cynics. The percentages of each group may be different for each of us but we all deal with these three groups. The question is, what do we do about that third group? How do we deal with the critics and cynics in our organizations? Chief Revolution Officer John DiJulius of The DiJulius Group discusses this topic in this episode of The Customer Service Revolution. Tune in to learn from him. You Will Learn: The mistake we make with critics and cynics. Where to put your focus. How to create momentum. How to be a revolutionary. Resources Mentioned: Take our complimentary company service aptitude test The Customer Service Revolution 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.

[Replay] The Importance of CX to the Business - John DiJulius - President - The Dijulius Group [Customer Service]Welcome to another throwback episode! I hope you enjoy it! ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

Have you ever lost a customer and blamed it on your prices? Maybe you assumed that the reason the customer left was that your prices were too high. So, what did you do? You lowered your prices. In this episode, ​​Chief Revolution Officer John DiJulius of The DiJulius Group explains why this is a bad idea. He asserts that ​​when customers complain about your prices, it's more than likely not because they're cheap. Rather, they're not willing to spend that much money because your experience didn't warrant it.  Tune in to learn more about this and hear 4 different examples of companies who mistakenly thought they were losing customers due to lower prices.  You Will Learn: How an industry where nearly 80% of consumer's purchases were based on price was disrupted by experience. How to figure out why customers are leaving. Why you can't outsell poor customer retention. How The Dijulius group helps companies increase customer retention. How to find out your VOO. Resources mentioned: The Customer Service Revolution 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.

During the COVID-19 pandemic, many restaurants faced challenges beyond their control. Roughly 80,000 restaurants have temporarily or permanently closed since the start of the pandemic, according to estimates from the National Restaurant Association, down from 110,000 at the peak of the pandemic.  Edley's Restaurant Group is no exception. They are a restaurant company in the metro-Nashville, Tennessee area with 7 locations and 400 team members. However, despite their many challenges over the past couple of years, they are growing by 50% in the next 12 months through franchising.  In this episode, CEO Will Newman and President Chris Beckley (CXEA Alumni 2021) are joining us to discuss the amazing growth they've experienced. Learn how they applied the DiJulius Group methodology to achieve incredible results.  You Will Learn: The background and story of Edley's Restaurant Group The purpose of their brand and what it means to them Results Edley's has achieved by focusing on CX What it takes to differentiate yourself from the competition How to be brilliant at the basics & provide consistent service How to create a company culture people want to be a part of Resources mentioned: The Customer Service Revolution 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.

Chief Revolution Officer John DiJulius of The DiJulius Group discusses what has a better ROI: Advertising or CX Training? Learn: The companies that don't invest in CX have leaders who don't understand the financial impact it can have Sales is a lagging indicator of the level of CX your company is providing 75% “don't accept advertisements as truth” 90% “believe brand recommendations from friends” 5% increase in customer retention can increase a company's profit by 75% 80% of your company's future revenue will come from just 20% of your existing customers Tesla spends zero on advertising Resources mentioned: The Customer Service Revolution 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.

Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can reduce customer rage. You Will Learn: Customer anxiety is at an all-time high How to be aware of empathy fatigue To make employees aware that customers may overreact How to train employees to defuse How to train employees to avoid customer rage To manage customer's expectations by being totally transparent  Resources mentioned: The Customer Service Revolution 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.

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Frank Favaro, one of the top Customer Experience Coaches. They discuss how after having successful careers in multiple industries by focusing on building strong relationships, Frank started his own coaching business helping others do the same.  You will learn: How Frank brought customer experience and relationship building into an industry that primarily focused on being the lowest bidder  How Frank helped his business grow by over 600% in a few short years How Frank burned his ships and left a well-paying job to start his own coaching business that brought him more fulfillment  How he has been able to help businesses transform the experience they deliver to both customers and employees  Resources mentioned: www.thedijuliusgroup.com Learn more about Frank Favaro Follow Frank on Linkedin  Take the Company Service Aptitude Test Become a licensed CX Coaching  The DiJulius Group The Customer Service Revolution Podcast  CXO Academy  Customer Experience Executive Online Academy   The Customer Service Revolution Conference   John's Books

Most books that teach how to build and grow a company are organized around the functional areas of business, such as people, finance, operations, and marketing. Those factors are important – no question. But what is missing is an overarching methodology that systematically drives execution on the activities that will lead to BIG growth and success in your business. At CEO Coaching International, they have developed, refined, and used the Make BIG Happen System to help over 800 companies reach extraordinary revenue and EBITDA growth. In Making BIG Happen, they've translated this hypergrowth set of best practices into a system that is easy to understand and applicable to any business.  Chief Revolution Officer John DiJulius of The DiJulius Group talks with Mark Moses and Don Schiavone about their brand-new book Making Big Happen: Applying the "Make Big Happen" System to Grow Big, which came out in January of 2022 and has already reached the #1 bestselling business book in the U.S. and #5 on the Wall Street Journal list.  You will learn: The three elements of the Make BIG Happen System How they developed the Make BIG Happen System The kind of results clients have had who implement the Make BIG Happen System The typical struggles that prevent CEOs and their executive teams from growing big Resources mentioned: Order Making Big Happen: Applying the "Make Big Happen" System to Grow Big CEO Coaching International website Follow Mark Moses on LinkedIn  Follow Don Schiavone on LinkedIn The DiJulius Group The Customer Service Revolution Podcast  CXO Academy  Customer Experience Executive Online Academy   The Customer Service Revolution Conference   Become a licensed CX Coaching  John's 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. 

Today you're going to get to know one of the world's foremost experts in customer service, John DiJulius. You'll discover how you can succeed in the relationship economy.John is an authority on world-class customer service. He's the Chief Revolution Officer of The DiJulius Group, a customer experience consulting firm that helps clients to become the brand their customers cannot live without while making price irrelevant. John is a keynote speaker, international customer experience consultant, and best-selling author of four books, including The Relationship Economy. John has worked with world-class companies like the Ritz-Carlton, Lexus, Starbucks, Chick-fil-A, as well as our friends at Entrepreneurs Organization and YPO!Today's episode is brought to you by Convergo, a team helping entrepreneurial companies develop and implement revenue growth plans. If you want to accelerate your growth while building processes that allow the growth to be sustainable, you'll want to meet the team at Convergo. Just go to www.convergo.co to learn how other entrepreneurial companies are growing faster.

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dr. David Moffet, and his wife, Jayne Bandy, about how they have built the Ultimate Patient Experience. Dr. Moffet is a bestselling author, entrepreneur, and today he and Jayne are Customer Experience Coaches who help transform the experience businesses deliver.  You will learn: Dr. Dave's obsession with ongoing learning to become the best at anything he does How this dynamic Australian couple disrupted the dental industry and sold their dental practice How Jayne and Dr. Dave invented The Ultimate Patient Experience How, as CX Coaches, they are helping businesses all over the world do the same  Resources mentioned: www.thedijuliusgroup.com Dr. Dave & Jayne Bandy CX Coaches Dr. Dave's book – How to Build the Dental Practice of Your Dreams (without killing yourself) in Less than Sixty Days! Connect with Dr. Dave on LinkedIn  The DiJulius Group The Customer Service Revolution Podcast  CXO Academy  Customer Experience Executive Online Academy   The Customer Service Revolution Conference   Become a licensed CX Coach  John's 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

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Matthew Dixon, the best-selling author of The Challenger Sale: Taking Control of the Customer Conversation (Portfolio/Penguin 2011), which was a #1 Amazon and Wall Street Journal bestseller that has sold nearly a million copies worldwide and has been translated into a dozen languages. You will learn: What a Challenger Sale is and how it has one of the most important advances in selling in many years The 5 types of sales reps The 3 T's of a Challenger You need to be challenging your customer's assumptions and not making them think, “Huh, I never thought about it that way before,”  Stop leading with what you and your company do and start leading with a compelling story about their business, and teach them something new.  Resources mentioned: The Challenger Sale: Taking Control of the Customer Conversation Matthew's newest book, The JOLT Effect: How High Performers Overcome Customer Indecision, will be released by Penguin in September 2022 http://dmcinsight.com/ The Customer Service Revolution Podcast  Customer Experience Executive Academy   Customer Experience Executive Online Academy    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

–How can you amplify the voice of your business's message?–How can you connect with listeners globally with similar interests, and become the go-to expert in your industry?–How to use a podcast to connect employees & customers together.–How to create your customer's journey using a podcast?Show Notes from Danny,https://dannyozment.com/resources And then https://dannyozment.com/roadmap for roadmap and https://emeraldcitypro.com for agency.GUEST INFO:Danny Ozment is a business strategist and podcast consultant for busy professionals and solopreneurs who want to create podcasts that build brand loyalty and make their marketing efforts more effective. His goal is to help you clarify your message and publish engaging content that creates customers who trust you before they buy and can't wait to tell the world about you.Danny's refreshing approach as the owner of Emerald City Productions has made him a sought-after speaker, online educator, and consultant for major corporations and thought leaders. His clients include Salesforce, LinkedIn, the John Maxwell Team, Mike Kim, and The Dijulius Group.He is the host of the highly-rated podcast, Podcast Strategies for Growing Your Business, Community, and Influence. He has spoken at industry-leading events including Podcast Movement and Mediavine.Contact for Danny OzmentWebsite: https://dannyozment.com Instagram: @dannyozmentFacebook: https://www.facebook.com/DannyOzmentPodcasting Twitter: https://twitter.com/dannyozmentLinkedIn: https://www.linkedin.com/in/dannyozment/The Small Business Show is the official podcast for Garuda Promo and Branding Solutions. For more information visitWebsite: http://www.garudapromo.com​​Instagram: https://www.instagram.com/garudapromo/​​Facebook: https://www.facebook.com/garudapromoTwitter: http://www.twitter.com/Garuda_Swire​Linkedin: https://www.linkedin.com/in/swire-ho-thepromoguy-6b9Pinterest: https://www.pinterest.com/garudapromo/YouTube: https://www.youtube.com/c/Garudapromo88/videos

Last week, guest John DiJulius of The DiJulius Group talked with us about the customer experience, word of mouth marketing, and how he found success without having a lot of money. This episode is our recap of the discussion we had with John. The DiJulius Group Website: https://thedijuliusgroup.com/ John DiJulius LinkedIn: https://www.linkedin.com/in/dijulius John DiJulius Podcast: https://podcasts.apple.com/us/podcast/customer-service-revolution/id1508030596 If you are looking to purchase or refinance a home, please email us at elevateclepod@gmail.com with the subject line “Looking to purchase/Refinance a home”. To listen on Apple Podcast: https://apple.co/30InmDv To listen on Spotify: https://spoti.fi/3nv3L2y Instagram: https://www.instagram.com/elevateclev... Chris Doyle, NMLS #1738201 Dominic DiFranco, Jr., NMLS #1714628 Liberty Home Mortgage NMLS #1114762

John DiJulius, President of the DiJulius Group, started his enterperinaul career operating a hair salon with his wife in Cleveland. Now, he is an international consultant, working with companies like the Ritz-Carlton. He's the author of many books, including the must read “Customer Service Revolution.” John joins host Dan Ryan to talk about his views on #hospitality and what it all means to him.  Takeaways:  There are 10 rules to follow when it comes to customer service and making sure you provide a world class experience. Hospitality is the emotional warmth that you get from someone. It's not just contained to hotels and restaurants but applies in all aspects of life.  The hospitality aptitude is a person's ability to recognize, meet and exceed customers expectations regardless of the circumstances.  Hospitality can be defined by the five E's; enthusiastic greeting, ear to ear smile, eye contact, engaged, and educate. You want to be excited to have new clients or new guests at your hotel or restaurant. Excitement shows that you are and are interested in them. There's a gift in every conversation if you're paying attention to it. You listen to what the other person is saying and send them a follow up, just to let them know you heard them. F.O.R.D - Family, Occupation, Recreation, and Dreams. These are great ways to get to know someone and communicate with them. John looks forward to the future where technology becomes better and better and makes all of our lives easier.  Quote of the Show:   5:50  “I don't believe hospitality is an industry. I believe it's a piece of the experience every company should deliver. I think PricewaterhouseCoopers, lawyers, whatever industry manufacturing, we should be in the hospitality business, all of us that happens to have really smart lawyers, accountants, widget makers, whatever that means. I really believe it and how I define hospitality is, it's a feeling you give me. Ideally it's an emotional warmth, but it's emotional.” Links: Twitter: https://twitter.com/johndijulius LinkedIn: https://www.linkedin.com/in/dijulius/ Website: https://thedijuliusgroup.com Book Links: https://www.amazon.com/Relationship-Economy-Building-Stronger-Connections/dp/1626346437https://www.amazon.com/Best-Customer-Service-Quotes-Ever/dp/1632990873 https://www.amazon.com/Customer-Service-Revolution-Overthrow-Conventional/dp/162634129X https://www.amazon.com/Whats-Secret-Providing-World-Class-Experience/dp/0470196122   Shout Outs:   0:03 Ritz-Carlton 1:38 Chick-Fil-A 1:40 Starbucks 1:52 Spirit Airlines 10:00 Danny Meyer 10:01 Union Square Cafe 14:01 “How to Make Friends and Influence People” by Dale Carnegie 15:30 Balthazar, Keith McNally restaurant 20:50 New Day USA 48:48 Tesla  48:50 Peloton 48:51 Lulu Lemon 48:54 Apple Ways to Tune In:  Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Podbean: https://www.defininghospitality.live/ YouTube: https://youtu.be/cI4awAsf7_s