Podcast appearances and mentions of john dijulius

Summary IIn this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of 'Secret Service' that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution of customer service terminology. The conversation also highlights memorable customer service experiences and the impact of community in customer relationships. Takeaways Personalization in customer interactions is crucial. Utilizing CRM systems can enhance customer relationships. Listening to customers can reveal valuable insights. Sending personalized follow-ups shows genuine care. The 'Ford' method helps in remembering client details. Creating a community around your service fosters loyalty. The evolution of customer service terminology reflects industry growth. Memorable experiences can significantly impact customer loyalty. Secret Service techniques can differentiate your business. Chapters 00:00Welcome and Introduction to Customer Experience 01:11Building Personal Connections with Clients 05:21Understanding Client Goals and Interests 09:41The Importance of Data Entry and CRM Systems 14:14Creating a Community Through Customer Relationships 21:49The Evolution of Secret Service to Customer Service Revolution Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of customer experience, particularly in the context of the Customer Experience Executive Academy. They explore how businesses can navigate economic uncertainty by focusing on enhancing customer experiences. John shares insights on the concept of 'Secret Service' in customer service, emphasizing the need for personalized interactions and systems that recognize customer loyalty. The conversation also touches on the role of AI in improving customer service and the importance of creating a memorable experience for every customer. In this conversation, John and Denise explore the importance of building personal connections with clients through effective communication and understanding their goals. They discuss the significance of utilizing CRM systems to track client information and the role of team collaboration in enhancing customer experiences. The discussion also highlights the evolution of the Secret Service concept into a broader Customer Service Revolution, emphasizing the need for businesses to create communities and foster relationships with their clients. Takeaways The Customer Experience Executive Academy fosters a strong community among leaders. Doubling down on customer experience is crucial during economic uncertainty. Secret Service is about making customers feel recognized and valued. Visual triggers can enhance customer recognition in service industries. Personalized service is key to creating unforgettable experiences. AI can assist in providing personalized customer interactions. Understanding customer journeys is essential for effective service delivery. Different industries can adapt Secret Service principles to their context. Customer loyalty can be enhanced through effective database management. Building personal connections enhances client relationships. Utilizing AI can help in remembering client details. Understanding client goals is crucial for personalized service. Data entry in CRM systems is essential for effective communication. Creating a community around clients fosters loyalty. Secret Service techniques can differentiate businesses. Employees benefit from making clients feel valued. Regular updates in CRM systems improve service quality. Team collaboration enhances customer experience. The evolution from Secret Service to Customer Service Revolution reflects changing business needs. Chapters 00:00 Welcome and Introduction to Customer Experience 02:59 The Customer Experience Executive Academy 05:50 Navigating Economic Uncertainty in Customer Experience 08:55 Understanding Secret Service in Customer Experience 11:54 Implementing Secret Service Systems 14:56 Adapting Secret Service Across Industries 18:11 Utilizing Databases for Personalized Service 21:04 The Role of AI in Enhancing Customer Experience 29:16 Building Personal Connections with Clients 35:04 Understanding Client Goals and Interests 40:09 The Importance of Data Entry and CRM Systems 45:31 Creating a Community Through Customer Relationships 54:26 The Evolution of Secret Service to Customer Service Revolution   Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary   In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically successful brands like Starbucks and Southwest Airlines, which have recently struggled. They emphasize the need for businesses to understand their customers' perspectives and the value of mystery shopping to gain insights. The episode concludes with a discussion on the pursuit of greatness in business and the commitment required to achieve it.   Takeways Bankruptcy often affects companies with poor customer service. The experience gap leads to customer dissatisfaction. Customers are revolting against companies that fail to deliver value. Amazon excels in convenience and customer experience. Great customer experience is not guaranteed; companies must stay vigilant. Mystery shopping can provide valuable insights into customer experience. Understanding the customer's viewpoint is crucial for businesses. Pursuing greatness requires commitment and effort. Most people are not willing to do what it takes to be great. Greatness is a choice, not a given. Chapters 00:00Bankruptcy and Customer Service Failures 03:00The Experience Gap and Customer Revolt 06:01The Importance of Customer Experience 09:01Internal and External Customer Experience 11:57Mystery Shopping and Customer Insights 14:47Pursuit of Greatness in Business 18:14Choosing Greatness and Its Challenges Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Summary   In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on employee experience and customer experience as key components of business strategy during challenging times.   Takeaways Staff are nervous during economic downturns; leaders must provide certainty. Over-communication is essential to alleviate employee fears. Revisit core values and mission to guide the team. Create a clear, definable goal line for the team. Focus on employee experience to retain talent. Team camaraderie is crucial during tough times. Small team-building activities can boost morale. Avoid doom-scrolling; focus on positive news. Marketing budgets can be reduced if experiences are prioritized. Prepare now for future challenges to recession-proof the business. Chapters 00:00Navigating Staff Uncertainty During Economic Downturns 04:06The Importance of Transparency and Communication 07:01Fostering Team Camaraderie and Morale 09:57Creating a Positive Work Environment Amidst Challenges   Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect customer experience often face dire consequences. John emphasizes the need for a Return on Experience (ROX) dashboard to track customer satisfaction and complaints. They also explore common mistakes CEOs make, such as failing to prioritize customer and employee experience training. The conversation highlights the significance of hiring for service aptitude and creating a customer-centric culture through effective training and onboarding. John stresses the importance of executive sponsorship in driving customer experience initiatives and shares insights on how to implement change within organizations. takeaways Customer service is crucial, especially in a weak economy. Sales figures can be misleading indicators of customer satisfaction. Creating a ROX dashboard can help track customer experience metrics. CEOs often neglect the importance of customer experience training. Service aptitude is essential for employees in customer-facing roles. Training should focus on empathy and understanding customer needs. Executive sponsorship is vital for successful customer experience initiatives. Hiring for service aptitude can improve customer interactions. Implementing a customer experience action statement is a key step in enhancing service.   00:00 Celebrating 200 Episodes 02:15 Customer Service in a Weak Economy 08:08 Indicators of Failing Customer Service 15:29 Training for Service Aptitude 22:29 Hiring for Customer Experience 29:15 Creating a Customer Experience Action Statement Links: ROX Dashboard Blog Return on Experience Dashboard Download Relationship Disadvantaged Blog Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors  

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/

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys. DiJulius also highlights the significance of investing in employee development, creating a culture of accountability, and understanding the dynamics of employee turnover. The conversation touches on innovative training approaches and the impact of generational differences in the workplace, ultimately advocating for a holistic view of employee experience. takeaways Outspoken employees can provide valuable feedback. Complaining customers act as free consultants. Employee engagement surveys must be acted upon. A strong company culture reduces turnover. Investing in employees leads to better performance. Caring for employees enhances retention. The Disney boss concept highlights superficial engagement. Emotional intelligence is crucial in leadership. New employees often feel lost and unsupported. Understanding turnover helps improve hiring practices.

Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers. The conversation also covers the effective use of slides and the significance of storytelling in making presentations memorable. In this conversation, John DiJulius and Denise Thompson explore the art of storytelling in presentations, emphasizing its importance in engaging audiences. They discuss the elements of effective storytelling, including the roles of villains, victims, and heroes, and how these components can transform a presentation. DiJulius shares insights on overcoming the fear of public speaking and the significance of preparation and practice. The discussion also highlights the value of presentation skills training and how it can lead to significant improvements in one's speaking abilities. Takeaways: The energy and engagement of the audience enhance the presentation. Icebreakers are crucial for capturing audience attention. Structuring a presentation into five key elements improves effectiveness. Customization of presentations is essential for audience relevance. Effective presentations require significant preparation time. Storytelling is a powerful tool for memorable presentations. Visuals should enhance the message, not distract from it. The opening and closing of a presentation are critical for impact. Great speakers often use personal stories to connect with the audience. Audience engagement is key to a successful presentation. Storytelling is essential for effective presentations. Data alone is not enough; stories make the content memorable. Every great story has a villain, victim, and hero. Preparation is key to overcoming public speaking fear. Practice presenting regularly to build confidence. Feedback from peers is crucial for improvement. Engaging presentations require a strong opening and closing. Understanding your audience enhances presentation effectiveness. Transformative training can significantly improve presentation skills. The best speakers often repeat and pause for emphasis. Chapters: 00:00Introduction to the Customer Service Revolution Podcast 01:57The Art of Engaging Presentations 05:01The Importance of Icebreakers 08:09Structuring a Presentation for Impact 10:13Customization in Presentations 13:04Advice for Aspiring Speakers 18:56Effective Use of Slides in Presentations 23:55The Power of Storytelling in Presentations 29:27Crafting Compelling Narratives: Villains, Victims, and Heroes 38:45Overcoming the Fear of Public Speaking 46:17Transformative Presentation Skills Training

I was honored to sit down with John DiJulius on The Customer Service Revolution podcast to share some of the most pivotal lessons I've learned on my journey in business, growth, and success. In this episode, we dive into the heart of The FiveFour Experience—how to design a life and business that aligns with your purpose, how to create exceptional customer experiences that leave a lasting impact, and how to lead with clarity and vision. I shared how intentionality, consistency, and leadership can transform not only your business but your life. These principles have been key to my own growth, and I believe they can help you unlock your next level of success too. This conversation is packed with actionable insights and strategies to move you from where you are to where you want to be. Don't miss out—tune in now! Let's keep breaking through those bricks and building something extraordinary together

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

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of creating consistency in customer service across multiple locations. They explore the challenges businesses face when scaling, the six components of customer experience, and the significance of proof of concept in training. The conversation emphasizes the need for daily habits, technology's role in enhancing customer experience, and strategies for engaging remote teams. They also touch on the importance of continuous improvement and feedback in maintaining high standards of service.   Takeaways Creating consistency is crucial when scaling a business. Rapid growth can compromise customer experience. Buttoning up systems is essential for success. Proof of concept helps identify mistakes before a full rollout. Training should be practical and prescriptive. Daily habits keep customer experience top of mind. Engaging remote teams requires innovative communication strategies. Technology can enhance personalization in customer service. Continuous feedback is necessary for improvement. Regular training and updates are vital for all employees.   Chapters 00:00Creating Consistency Across Multiple Locations 03:08The Six Components of Customer Experience 05:54Proof of Concept and Training Rollout 09:00Sustaining Customer Experience Training 12:05Daily Habits for Customer Experience 15:05Engaging Remote Teams 18:05Technology's Role in Customer Experience 20:47Continuous Improvement and Feedback 24:03Final Thoughts and Resources   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   Schedule a call to learn more about The DiJulius Group Consulting and Training

Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer service. DiJulius advocates for comprehensive training that balances operational skills with soft skills to enhance service aptitude across all levels of an organization.   Takeaways: Customers are paying for their own experience, not the employees'. Employee mindset directly impacts customer experience. Leaders should not blame younger generations for work ethic issues. Service aptitude is crucial for exceeding customer expectations. Training should focus more on soft skills than just operational processes. Previous life experiences shape service aptitude significantly. Current work experiences are essential for developing service aptitude. Companies must invest in customer experience training. Removing personal interpretations is key to consistent service. Leadership is responsible for cultivating high service aptitude.     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   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.  

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.

How to build your Personal Brand   Chief Revolution Officer, John DiJulius sits down with Rory Vaden, who is the New York Times bestselling author of Take the Stairs. His insights have been featured in the Wall Street Journal, Forbes, CNN, Entrepreneur, Inc, on Fox News national television and in several other major media outlets. As a world-renowned speaker, His Tedx talk has been viewed over 2 million times, he is a 2x World Champion of Public Speaking Finalist and he was recently named as one of the top 100 leadership speakers in the world by Inc Magazine. He is also the Co-Founder of Brand Builders Group where he teaches people to build and monetize a rock solid reputation™.   Learn: ·      What is a personal brand? ·      How a personal brand applies to experts, entrepreneurs, & executives. ·      What the three E's of content creation are. ·      The best ways to build your credibility in your area of expertise. ·      Is it better to be a generalist or specialist?     Links The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Order our best-selling books on the customer & employee experience Register for our 2025 Livestream Workshops!   Learn more about Rory Vaden & Brand Builders    

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.

Today's episode is from a live Q&A with The DiJulius Group Chief Revolution Officer John DiJulius, during which he answered questions from business leaders on how to be more effective leaders. 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.

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.

John DiJulius, Chief Revolution Officer, interviews Matthew J. Weiss, a lawyer, entrepreneur, filmmaker, public speaker, and author. In 2006, Weiss heard a story about an incredible hero who would transform his life. This led him on a six-year journey to make his award-winning film Man in Red Bandana.  Learn: How Matt went from lawyer to filmmaker What is the story behind the Man in the Red Bandana documentary What can we learn from Welles Crowther   Links: Connect with Matthew on LinkedIn:  https://www.linkedin.com/in/matthewweiss/ Man in the Red Bandana https://www.amazon.com/gp/video/detail/amzn1.dv.gti.72b71ca9-c819-bc8a-da3d-e9949371938c?autoplay=0&ref_=atv_cf_strg_wb www.matthewweiss.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.

In this episode, returning guest and best-selling author John DiJulius, a multi-location salon owner, shares his expert insights on creating a recruiting experience. It's not about the questions asked in interviews, but the key qualities his team looks for in identifying Rockstar recruits while filtering out the wrong candidates. Stay tuned until the end as John offers an exclusive training that salon owners and hiring managers won't want to miss! JOIN mya! joinmya.com   LET'S CONNECT! BTT Instagram: https://www.instagram.com/beyondthetechnique MYA Instagram: https://www.instagram.com/join_mya/    Join the PBA: https://www.probeauty.org/    FOLLOW JOHN DIJULIUS GROUP Website: https://thedijuliusgroup.com/ WEB EVENTS: https://thedijuliusgroup.com/livestream/

Can you revolutionize your leadership legacy while navigating through crises and unprecedented challenges? On this episode of The Customer Service Revolution, join us as we explore this question with leadership experts John DiJulius and Dave Murray. They share insights on how visionary impact extends beyond organizational boundaries, inspiring employees to lead extraordinary lives. Discover how living up to our fullest potential is not just about personal gain but a gift to those who depend on us, creating a ripple effect of positivity and growth in both personal and professional spheres. What happens when belief systems are shattered, and new possibilities emerge? Learn from Roger Bannister's iconic four-minute mile and its implications for leadership during crises. We discuss the fundamentals of clear communication, adherence to core values, and maintaining certainty to provide stability and direction. The episode also highlights the importance of calm, proactive leadership during turbulent times and how these principles can be applied to personal and organizational challenges. Embrace the privilege of pressure and the power of encouragement in leadership. Hear about Walt Bettinger's unique interview tactics and the inspiring stories of Gary Vaynerchuk and Adam Sandler, who attribute their success to unwavering parental support. We delve into revolutionary leadership that challenges the status quo, fosters meaningful organizational change, and prioritizes people and community over shareholder profits. As we navigate the uncertainty of the post-COVID world, discover how transparency and tangible goals can build resilient, successful teams prepared to face future challenges head-on.   Here are just a few takeaways: Exploring the essence of leaving a lasting leadership legacy The inspiring story of Roger Bannister breaking the four-minute mile and its impact on belief systems Strategies for clear communication and adherence to core values during crises Leadership qualities for handling pressure and the importance of encouragement The role of revolutionary leadership in fostering change-driven environments Navigating uncertainty and maintaining transparency in leadership during the pandemic The rise of “accidental managers” and the shift toward people and community-focused businesses Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com   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.  

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.

On this episode of The Customer Service Revolution, uncover the secrets to building a thriving internal culture with John DiJulius and Dave Murray. Learn how breaking down organizational silos can transform your workplace into a cohesive, efficient powerhouse. Using real-world examples from Intermountain Healthcare, we'll show you how effective leadership and a strong internal culture can lead to happier employees and more satisfied customers, driving long-term profitability. Gain actionable strategies for fostering teamwork and communication across departments, making your organization a model of collaboration. We also explore the complexities of internal communication, especially in today's remote and decentralized work environments. Hear how miscommunication and unrealistic expectations can strain teams, and learn how subtle language changes can enhance collaboration. Through compelling examples from John Robert's Spa, we discuss the importance of empathy and awareness in preventing misunderstandings. We also share best practices for digital communication—covering everything from email etiquette to the effective use of Slack and Teams. Plus, hear a personal story that underscores the impact of understanding your role on your internal customers. Join us for a masterclass in transforming your internal culture and communication! Here are just a few takeaways: Strategies to break down organizational silos and foster collaboration across departments Addressing the challenges of remote work environments The importance of understanding coworkers' workloads Best practices for maintaining professionalism and clarity in emails and other digital communication tools like Slack and Teams The role of empathy in preventing misunderstandings and enhancing internal communication How strong leadership can cultivate a cohesive and efficient workplace, leading to happier employees and satisfied customers Case studies from Intermountain Healthcare and John Robert's Spa illustrating the impact of internal culture on service delivery Actionable strategies for fostering teamwork, communication, and understanding internal roles to improve overall organizational effectiveness Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com 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.

Dominic Monkhouse explores the importance of intentional leadership and creating a strong company culture with John DiJulius from The DiJulius GroupA recent survey of 4,500 UK workers by the Chartered Management Institute found that 82% of those in management positions are 'accidental managers', and have little training or qualifications. The problem is that to be an effective leader you need to develop a whole new set of skills and competencies. John and Dominic highlight the need for formal training for managers and the lack of training in areas such as difficult conversations and interviewing. Their conversation also delves into the concept of purpose in the workplace and the changing attitudes towards hustle culture. The recruitment process is discussed, emphasising creating a unique and engaging experience for candidates. The importance of knowing employees' aspirations and helping them achieve their goals is also emphasised. In this conversation, John DiJulius and Dominic Monkhouse discuss the importance of encouraging and believing in others to help them reach their full potential. They also talk about the power of positive thinking, the impact of personal experiences on leadership, and the value of creating a remarkable customer experience. John shares his personal journey of overcoming challenges and how he has used his experiences to inspire and motivate others. They also touch on the concept of making price irrelevant and the importance of treating customers and employees based on their individual needs.Keywordsleadership, company culture, formal training, difficult conversations, interviewing, purpose, hustle culture, recruitment process, employee aspirations, encouragement, belief, potential, positive thinking, leadership, customer experience, personal journey, challenges, price irrelevant, individual needsTakeawaysLeaders should be intentional and create a strong company culture.Managers should receive formal training, especially in areas like difficult conversations and interviewing.The concept of purpose in the workplace is important for all generations.The recruitment process should be unique and engaging to attract top talent.Knowing employees' aspirations and helping them achieve their goals is crucial for employee retention. Encouraging and believing in others can help them achieve more than they ever thought possible.Positive thinking and a strong belief in oneself can overcome challenges and lead to success.Creating a remarkable customer experience is essential for business growth and customer loyalty.Treating customers and employees based on their individual needs is more effective than treating them how you would like to be treated.Making price irrelevant by focusing on the value and experience you provide can lead to loyal customers and increased sales.Chapters00:00 Creating an Intentional Company Culture09:38 The Importance of Formal Training for Managers13:16 Redefining Purpose in the Workplace23:43 Supporting Employee Aspirations for Long-Term Retention31:13 Unlocking Potential: The Power of Encouragement and Belief36:45 Overcoming Personal Obstacles: A Journey of Resilience43:28 Creating Remarkable Customer Experiences for Business Growth49:08 Making Price Irrelevant: The Value of Customer Experience

What if creating an exceptional employee experience could transform your company and drastically reduce turnover? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray uncover the key strategies that make a workplace irresistible. From nurturing a culture of gratitude and training the whole person to helping employees discover their “ikigai,” or purpose, we discuss how these efforts can boost job satisfaction and create a committed workforce.  We dive deep into the impact of employee engagement on organizational success. Highlighting the dangers of treating employees simply as hourly workers, we examine the ripple effect of a disengaged staff on customer satisfaction. With practical advice on recognizing achievements, creating fun work environments, and providing unique benefits, we share how to keep your team motivated and invested in their roles. John and Dave's conversation explores the role of fear in stifling growth and innovation within organizations. Featuring insights from leaders like Charlie Kim of Next Jump and data from Bain & Company, we emphasize the importance of regular one-on-one meetings and empathetic leadership. Learn how adopting a “no layoff” policy and understanding employees' personal aspirations can significantly boost engagement and mental wellness, ultimately leading to a thriving work environment. Here are just a few takeaways: Strategies from “The Employee Experience Revolution” to enhance retention and engagement The importance of nurturing a culture of gratitude and continuous investment in employees Practical approaches for recognizing achievements and creating fun work environments The role of empathy and compassion in leadership to address fear and promote growth How regular one-on-one meetings can support personal and professional development The benefits of unique perks like maid services and career path opportunities How employee engagement impacts customer loyalty and organizational profitability Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com 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.

Can frontline employees truly revolutionize customer service? On this episode of The Customer Service Revolution, we uncover the insights shared by shuttle bus drivers in a unique focus group, revealing the crucial role of those on the frontlines in gathering and acting on customer feedback. John DiJulius, Chief Revolution Officer, emphasizes the power of regular focus groups with customer service representatives to continuously enhance service quality. We also welcome renowned customer service expert Shep Hyken, who shares groundbreaking findings from his latest research study, Achieving Customer Amazement (ACA). John and Shep's conversation dives deep into the shifts in customer satisfaction, particularly in the wake of the pandemic. We explore how the American Customer Satisfaction Index (ACSI) has fluctuated and why excellent service remains indispensable in B2B and B2C contexts. Real-world examples illustrate how even industries bound by long-term contracts must prioritize customer experience to sustain their business. Shep Hyken's insights on customer loyalty and the importance of friendly, knowledgeable staff offer essential takeaways for any business leader aiming to thrive in today's competitive environment. As we look to the future, John and Shep discuss the evolving role of AI in customer service. With 62% of customers expecting AI to become a primary service mode, we examine why current self-service options often fall short and how businesses can better implement AI technologies. Addressing concerns around privacy and job displacement, we highlight that AI will likely shift roles rather than eliminate them, maintaining the human touch that is vital for exceptional customer experience. Tune in for a thought-provoking episode that challenges conventional wisdom and provides strategies for creating exceptional customer and employee experiences. Here are just a few takeaways: Insights from shuttle bus drivers on improving guest experiences The importance of regular focus groups with frontline employees How the pandemic has impacted customer satisfaction levels, referencing the American Customer Satisfaction Index (ACSI) The criticality of excellent service in both B2B and B2C industries, including real-world examples Shep Hyken's findings on factors that drive customer loyalty, emphasizing friendly and knowledgeable staff Examining the evolving role of AI in customer service, current shortcomings, and future expectations Transforming employee experiences to enhance customer service and overall business health A personal story about expressing love and appreciation in relationships, tied to a broader message of valuing the present moment Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale hyken.com/research www.thedijuliusgroup.com 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.

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

Can the way you treat job candidates transform your organization's success? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray unpack The Employee Experience Revolution, emphasizing how a remarkable recruitment experience can set your company apart. Discover why it's imperative to treat candidates as valued customers and how moving beyond the old-school screening processes can help attract top talent. From offering opportunities for growth and flexibility to fostering a rich company culture, we share insights on creating an engaging and memorable hiring journey. We focus on aligning hiring practices with your company's core values. Sharing personal stories and reflecting on the impact of joining small organizations, we underscore cultural fit, especially during tough times. Learn how to maintain high standards in hiring, avoid the “labor shortage” mindset, and leverage unique value propositions to stand out from larger competitors. Our discussion reveals the need for innovative screening methods and preserving your company's reputation while striving for growth. John and Dave also explore innovative recruitment strategies that gauge a candidate's enthusiasm and fit. From video cover letters to personalized welcomes, we delve into creative approaches that enhance the recruitment experience. Hear the power of personal connection and how subtle behaviors can indicate a candidate's suitability for customer-facing roles. Learn best practices for involving team members in the hiring process, conducting multiple interviews, and utilizing “shadow days” to ensure candidates resonate with your company's mission and culture. Join us on this episode to get actionable tips for attracting and retaining top talent that aligns with your company's vision. Here are just a few takeaways: Revolutionizing the recruitment process by treating job candidates as valued customers and enhancing their experience Aligning hiring practices with company values for better cultural fit and long-term success Overcoming the “labor shortage” mindset by maintaining high hiring standards and offering unique value propositions The significance of a strong, well-defined company culture in attracting the right talent Creative recruitment strategies like video cover letters and personalized candidate welcomes Interview techniques that assess soft skills and behaviors beyond just qualifications The power of personal connection The lasting impact of making candidates feel valued and important Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com 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.

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:

This episode brings you the one and only John DiJulius.   He has a new book and our hosts have an advanced copy of this revolutionary release.   Get ready to write as John covers The Great Resignation, What really motivates employees, How to properly onboard a new employee, Radical interviewing techniques, and how to keep all stars for life.   You will learn a lot and earn a lot by listening to this episode.Find all of Sarah and T's content at www.sarahandt.com You can also follow this podcast on Instagram or Linked In Special thanks to our podcast Partners:Intercoastal Net Designs www.icoastalnet.comKeyData www.keydatadashboard.comSojo www.getsojo.com

In this week's episode we have a familiar name - DiJulius.   This time it is Cal DiJulius who is John DiJulius' son and an expert on the motivations of Millennials and Gen Z workers and why it is important to understand those motivations.   This is a fascinating look at what our employees are thinking and what motivates them.   A great conversation with a well informed guest.

Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius. Listen here → https://thedijuliusgroup.com/csr132 On this episode of The Customer Service Revolution, we're delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu” in the business landscape. John will also share his thoughts on the crucial role of a strong service recovery process in boosting customer loyalty and the transformative power of purpose in business.  John's 2023 Customer Service Revolution Conference talk will ignite your understanding of customer service's broader societal impact. With a growing epidemic of loneliness and isolation affecting every generation, discover how this impacts how we work and connect with people. We'll also examine the severe effects of the pandemic, particularly on college students. Gain insights into how to train your employees for exceptional customer service, the value of a service aptitude test, and the latest trends in the American Customer Satisfaction Index.  We reveal how curiosity is the foundation of stellar customer service. John illuminates the principles of hospitality that eliminate personal interpretations, how top-of-mind awareness and regular staff training can curtail employee roulette, and how silent cues and visual triggers can deliver a fantastic customer experience. Listen as we explore methods to ensure employees understand their responsibilities when dealing with customers and how to handle customer complaints effectively. Don't miss this opportunity to learn from one of the best in the business! Here are just a few takeaways: The competitive advantage of excellent customer service, exploring best practices, and the influence of “Ubuntu” in the business world The societal impact of customer service, the epidemic of loneliness and isolation, and its effects on work and connection with people An examination of the American Customer Satisfaction Index, the role of a service aptitude test, and the importance of employee training for exceptional customer service Curiosity as the foundation of stellar customer service, including the principles of hospitality, employee training, and the role of visual triggers in customer experience How to use customer experience action statements to clarify employees' responsibilities when dealing with customers and strategies for handling customer complaints effectively The transformative power of purpose in business, and the story of Metronics and their method of showing employees the impact of their work The importance of a strong service recovery process in boosting customer loyalty and the concept of the service recovery paradox Resources mentioned: www.thedijuliusgroup.com 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.

John DiJulius was so good in episode 146, our hosts had to have him back for a 2nd episode.    Show Notes: - Chat GPT - how it may be used in the vacation rental industry- Subrogration- Ryan Reynolds trying ChatGPT- Every generation is relationship disadvantaged now - there has been a significant decline in relationship-building skills. Here's 5 skills to teach (well, one is not teachable)Be Authentic Insatiable CuriosityIncredible EmpathyBe a Great Listeners ("Listen Like You're Wrong")Love People - filter for this since it cannot be taught- Day in the Life (refer to Ep. 33) - FORD (Family, Occupation, Recreation & Dreams) - in personal life, narcism barometer- Always & Never List's remove personal interpretation from customer service expectations- John DiJulius's Secret Service Summit - Oct 11 & 12, 2023- Scott Galloway - don't give yourself as much credit when you succeed or fail - it's probably not your fault 

John DiJulius is well known as the customer service experience champion.   His fresh approach and no nonsense analogies will open your mind about how you can deliver service better.   With clients like Starbucks, Chick-Fil-A, The Cheesecake Factory, Marriott, The Ritz Carlton, Lexus, and other top of the market customer service brands you can see John knows his stuff.   He was on the show in 2018 for episode 33, and today he makes a triumphant return to give you more great ideas about how to be better every day! Highlights:- 4 Guidelines for customer experience moments- how to offer personal experiences even at scale (hint: use their name and yours)- customer experience action statement- Eliminate “employee roulette”- why “hustle” got cancelled- how to connect with employees at a distance (allow for “rabbit holes” and use Big Talk) Skip Small Talk https://youtu.be/WDbxqM4Oy1Y

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.  

Chief Revolution Officer and best-selling author John DiJulius shares What it takes to be a Revolutionary.  In order to be a Revolutionary, you need to: Never say or accept “I gave my best” Understand the Reality Distortion Field Ask yourself ‘What belief system needs to be changed in your world'? Understand the mindset of a Revolutionary Resources mentioned: www.thedijuliusgroup.com https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ http://cxcoaching.com/ claudia@thedijuliusgroup.com  If you enjoyed this episode, we've created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.   

Many factors have contributed to The Great Resignation that we are currently in. We could point the finger at economic turmoil, bad leadership, a changing culture, and so much more. However, what is most important is figuring out how to turn this Great Resignation around. How can we turn it into The Great Retention? In this episode, John DiJulius will teach you how. This episode comes from a keynote John delivered at the Customer Service Revolution Conference in November. Tune in to learn a few practical things you can do to start hiring better employees and retaining them longer. You Will Learn: 1. Why there is such a need to develop great leaders. 2. Why the brands that survive The Great Resignation era will be the ones who remained relentless with their hiring standards. 3. How to create a recruitment experience. 4. How to make your interview process ungame-able. 5. How to create an onboarding experience. 6. The importance of developing the whole person. 7. The power 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.

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience. In this episode, we're explaining the reason for all of these things and discussing the state of customer experience in 2023. John DiJulius, the CEO of The Customer Service Revolution, presented the talk we're sharing today during the Customer Service Revolution Conference in November. Tune in to learn where we're at with customer experience as we make our way into this new year and how you can play a part in improving the way things will go! You Will Learn: Why we've been in a recession for over two years, yet no one has realized it. Why customer satisfaction is at a 17-year low. Where all the workers have gone. How to turn the great resignation into the great retention. The power 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.

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

In this episode of The Customer Service Revolution, John DiJulius is talking with Andy Buyting, the founder and CEO of Tulip Media Group. Andy is also a best-selling author, serial entrepreneur, and strategic advisor. On top of all of this, Andy is the creative mind behind the integrated business strategy, “SMarketing.” He uses this strategy as a leader in business development and marketing to help other businesses grow. Throughout their conversation, Andy and John discuss Andy's newest book, Double Sales/Zero Salespeople: Optimize Your Sales and Marketing Into One Business Development Strategy That Works. Tune in to learn from Andy's wisdom gained from his many years of experience in entrepreneurship, sales, and marketing. You Will Learn: How to double your sales with zero salespeople.  What you should be measuring to be certain you're getting a good return on your marketing investment.  The difference between marketing and promotions. How to accurately measure your online marketing and promotions. The role customer service plays in your growing business. 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.

There is no greater skill that can be acquired that has a bigger impact on our personal and professional lives than the ability to build instant rapport with others. This is not a skill we're taught and yet it's crucial, not only for our professional success but for our personal fulfillment as well. In this episode of the Customer Service Revolution podcast, John DiJulius teaches us how to develop this skill. This is from the TEDx Talk that John DiJulius did back in 2019 titled, “Meet as Strangers, Leave as Friends.” This talk was also the inspiration behind his latest book, The Relationship Economy: Building Stronger Customer Connections in the Digital Age. You Will Learn: How to train yourself and your employees on how to build an instant rapport with anyone. Why we are all genetically coded to be preoccupied with what is happening in our world.  How to resist the temptation to talk about yourself. The greatest gift we can give others. The best technique you can use to focus on learning about other people's hot buttons. Why giving more is one of the best ways to build long-term sustainable relationships.  Resources mentioned: The Customer Service Revolution Podcast  The Relationship Economy Book John's TEDx Talk on YouTube 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.

Nordstrom. Chick-fil-A. The Ritz-Carlton. When it comes to creating a world-class customer experience, these brands get it right — and John DiJulius has worked with them all. Listen and learn what the bestselling author, keynote speaker and customer service consultant says you can do right now to not only win new clients but also turn them into your biggest advocates.

“The best marketing is the experience you deliver to the customer.”   John DiJulius is delivering the keynote at The Franchise Customer Experience Conference next week in Atlanta. He shares a preview of his talk and trends that are changing how brands can serve a great experience.     Thanks to TruPresence, Thryv, and Consumer Fusion. We will see you at #FCXC with Franchise Update Media and The International Franchise Association.

Finding a new partner online. First impressions. Swiping left. First meetings. Expectations. Catfishing. Getting ghosted. Long-term relationships. Fear of commitment.  Closing the deal.     Wait … Is this about dating or franchise sales? Maybe it's both!     Mike Ackley, COO, and Hope Alteri, Director of Fabulousness, from Brand Journalists join Jack Monson to examine the parallels between sales and dating in one of the most fun podcasts in the 13-year history of Social Geek. Plus we have details on #FCXC and shout outs to John DiJulius, The IFA, Franchise Update, and Eulerity.      

[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/ 

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.

Today's guest is redefining customer service in corporate America today. He didn't read the books on customer service, he wrote them. One of the most captivating and charismatic speakers today, His keynotes and workshops are used by world-class service companies to provide unforgettable customer service every day. In his high-energy presentations, he uses powerful visuals as he discusses the 10 commandments of customer service and explains how to improve the service aptitude of employees at all levels. Please welcome to the show today's guest, John DiJulius! Top 3 Amplifiers: Do you or your team have a Mental Stimulation Addiction (MSA)? How and why avoiding Energy Suckers in business is essential for growth What your businesses needs to be doing differently to compete in The Relationship Economy To listen, find other episodes, access the show notes, and find out more go to www.amplifyto7figures.com Connect with today's guest: Website: https://thedijuliusgroup.com/ Coaching Program: https://cxcoachingglobal.com/ Customer Service Conference: https://customerservicerevolution.com/ Facebook: https://www.facebook.com/thedijuliusgroup LinkedIn: https://www.linkedin.com/company/the-dijulius-group/ Youtube: https://www.youtube.com/user/dijuliusgroup Twitter: https://twitter.com/dijuliusgroup Listen to the Customer Service Revolution (Spotify): https://open.spotify.com/show/3Ll8nNInkJpD9Da5XICk6t Listen to the Customer Service Revolution (Apple Podcasts): https://podcasts.apple.com/us/podcast/customer-service-revolution/id1508030596

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

This week we had the amazing opportunity to sit down with international customer experience consultant, John DiJulius. We discuss how he went from growing up on welfare, to starting John Roberts Spa, to now being one of the most respected speakers on what it means to give the perfect customer experience. No story or advice is quite like John's, and we're so excited to share everything with you today! 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