Podcast appearances and mentions of john dijulius

Why AI, automation, and self-service only improve customer experience when they reduce effort without removing humanity. Summary n this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius challenge one of the biggest assumptions in business today: that modernizing service delivery automatically improves the customer experience. Companies are investing heavily in AI, automation, chatbots, self-service tools, and digital-first platforms. But customers are still frustrated, stuck in loops, repeating themselves, and fighting to reach a real person. The problem is not service innovation itself. The problem is bad customer service disguised as innovation. John explains how leaders should evaluate whether a new service model is actually better for the customer, not just faster or cheaper for the company. He discusses why high-stakes moments, complaint situations, financial concerns, health issues, and grudge-buy experiences still require human judgment, empathy, and service recovery skills. This conversation also explores why weak culture shows up through strong technology, why employees need transparency during AI transformation, and why companies must beta test new service tools before rolling them out broadly. The real future of customer experience will not belong to the companies that automate the most. It will belong to the companies that use innovation to make customers feel known, valued, heard, and helped. Takeaways Service innovation does not automatically create better service. A process can become faster and still feel worse to the customer. Customers are not rejecting technology. They are rejecting automation that feels like deflection, abandonment, or extra work. Efficiency and experience are not the same thing. A service model is only better if it is easier and more reassuring from the customer's point of view. High-stakes moments still require human judgment. Health, finance, complaints, service recovery, and emotionally charged situations should not be fully automated. Every company has a grudge-buy moment. Even pleasure-based businesses become grudge-buy businesses when something goes wrong. Technology exposes culture. If employees are fearful, undertrained, or disconnected, new tools will amplify those issues. AI transformation requires transparency. Employees need to know whether technology is designed to help them, replace them, or reshape their roles. Soft launches matter. Companies should crawl, walk, and run before rolling out new technology to the full customer base. The best service innovation helps both customers and employees. It removes friction, reduces repetitive work, and preserves the human option when it matters. The winner is not the fastest company. The winner is the company that gets the experience right. Quotes "Customers are not rejecting innovation. They are rejecting bad customer service disguised as innovation." "A faster service process can still create a terrible customer experience." "We can't only look at ease of business from our side." "The human option cannot go away when the issue is stressful, complicated, or emotional." "Every company has a grudge-buy component when a customer has a complaint." "The unknown is worse than the known. Employees need transparency around AI." "No employee likes to be caught off guard and become the punching bag for customer frustration." "The quickest company is not the winner. The company that gets there correctly is." Chapters List 00:00 — Introduction: Service Innovation vs. Customer Frustration 01:51 — Good News and Cleveland Summer 03:09 — Efficiency vs. Better Customer Experience 05:13 — What Customers Feel When Service Improves 06:24 — Warning Signs the Relationship Is Getting Weaker 07:55 — AI Support Failures and High-Stakes Service Moments 10:53 — Trust, AI, and Accuracy 13:10 — When Automation Is Too Risky 15:00 — Why Every Business Has a Grudge-Buy Moment 17:51 — What Must Be in Place Before New Service Technology Works 18:55 — How Weak Culture Shows Up Through Strong Technology 21:14 — AI Anxiety, Employee Fear, and Leadership Transparency 24:20 — Human Touch vs. Efficiency 26:33 — Where Leaders Should Start When Transformation Is Not Working 27:44 — The Future of Digital-First Service 28:24 — Final Advice: Crawl, Walk, Run 29:24 — CTA and Closing Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

The real link between employee experience and customer experience is not happiness alone. It is readiness, training, empowerment, accountability, and leadership. Summary The phrase happy employees create happy customers is popular in customer experience, but it is incomplete. In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius challenge the oversimplified belief that employee happiness alone leads to a world-class customer experience. Employee happiness matters. If employees are miserable, unsupported, burned out, or treated like a cost center, customers will feel it. But a happy employee who is poorly trained can still create a poor customer experience. A happy employee without standards can still be inconsistent. A happy employee without autonomy can still feel helpless when something goes wrong. John explains that the real connection between employee experience and customer experience comes from hiring people with the right service aptitude, then giving them the training, systems, coaching, empowerment, recognition, and accountability they need to succeed. Denise and John also discuss how toxic employees, rushed onboarding, broken policies, lack of recognition, and poor leadership can turn even naturally happy employees into frustrated or burned-out ones. The goal is not just happy employees. The goal is happy employees who feel valued, prepared, trusted, empowered, and responsible for the experience they create. Key Takeaways: 1. Happy Employees Matter, But Happiness Alone Is Not a Strategy Employee happiness is a critical part of customer experience, but it does not automatically create happy customers. Employees also need preparation, standards, tools, and leadership. 2. Employee Readiness Is Different From Employee Happiness A naturally positive employee can still fail the customer if they are rushed into the role without proper onboarding, technical training, or service aptitude training. 3. Poor Systems Can Destroy Employee Happiness When employees are forced to defend broken policies, cover for understaffing, or absorb customer frustration without support, happiness disappears quickly. 4. Technical Training Is Not Enough Companies often train employees on processes, tasks, and systems, but neglect the human skills required to deliver great service: empathy, energy, listening, curiosity, problem-solving, and service recovery. 5. Autonomy Requires Clarity Empowering employees to make decisions only works when they understand the standards, expectations, and boundaries behind the customer experience. 6. Toxic High Performers Are Still Toxic Keeping a negative employee because they bring in revenue can damage morale, increase turnover, and weaken the customer experience. 7. Recognition Cannot Only Go to Problem Employees Leaders often spend most of their time managing high-maintenance employees while overlooking the reliable employees who quietly keep the business running. 8. The Real Goal Is Prepared, Valued, Trusted Employees The connection between employee experience and customer experience is strongest when employees feel valued, prepared, trusted, empowered, and accountable. Standout Quotes "Happy employees are a critical part of the equation, but just hiring happy employees does not by itself produce happy customers." — John DiJulius "A happy employee who is poorly trained can still create a terrible customer experience." — Denise Thompson "The best time to hire a new employee is two months ago." — John DiJulius "Over 90% of the things that go wrong in a customer-facing situation are not the customer-facing employee's fault." — John DiJulius "You never trade your reputation for sales." — John DiJulius "Burnout is real, but I think it is misdiagnosed." — John DiJulius "The goal is not just happy employees. The goal is happy employees who feel valued, prepared, trusted, and responsible for the experience they create." — Denise Thompson Chapters List After 20 Years John shares that he is most proud of the community built around The DiJulius Group's customer experience philosophies. 03:00 – Why In-Person CX Communities Matter Denise and John reflect on the Customer Service Revolution Conference and why live learning creates stronger relationships, deeper community, and better transformation. 06:06 – Challenging "Happy Employees Create Happy Customers" Denise introduces the episode's central idea: the phrase is true in spirit, but too simplistic if taken literally. 07:31 – Why Happiness Alone Is Not Enough John explains that happy employees are essential, but without training, systems, standards, and leadership, they cannot consistently create happy customers. 09:19 – Employee Happiness vs. Employee Readiness Denise asks about the difference between employees who feel good at work and employees who are truly prepared to deliver a world-class customer experience. 10:13 – Why the Best Time to Hire Was Two Months Ago John explains why reactive hiring and rushed onboarding set employees and customers up for failure. 12:25 – When Broken Systems Frustrate Happy Employees Denise and John discuss how poor policies, lack of training, and customer frustration can quickly drain employee happiness. 14:24 – The Service Aptitude Skills Companies Forget to Train John explains why organizations must train human skills like empathy, energy, curiosity, listening, problem-solving, and service recovery. 16:10 – Turnover as a Warning Sign John shares how employee turnover often reveals deeper issues in hiring, leadership, compensation, or culture. 18:23 – How Long Should Leaders Try to Fix a Toxic Employee? Denise asks how much time companies should spend coaching someone who performs well in some areas but hurts the culture. 21:41 – When Happy Employees Become Unhappy Denise explains how employees can start out happy but lose energy or engagement as conditions change. 22:14 – Burnout, Boredom, and Broken Systems John and Denise discuss why burnout is often caused by lack of support, poor systems, understaffing, and inability to get results. 25:03 – Mastery, Autonomy, and Purpose John connects employee happiness to growth, empowerment, purpose, and the ability to keep building value for employees. 27:28 – Autonomy Without Standards Denise and John discuss what happens when employees are empowered but not fully trained to make the right decisions. 31:10 – Teaching Service Recovery John shares how organizations can teach employees to handle service failures with clarity, judgment, and escalation when needed. 32:13 – A Real Service Recovery Story from John Roberts Spa John tells a memorable story about a serious customer service failure and how immediate ownership and overcorrection matter. 38:01 – Why Employees Need to Feel Valued Denise and John discuss how leaders often overlook reliable employees while focusing attention on higher-maintenance team members. 39:54 – The Danger of Overloading Rock Stars Denise and John explore how high performers can unintentionally be punished with extra work and higher expectations. 43:10 – The Real Link Between EX and CX Denise summarizes the core message: the goal is not just happy employees, but employees who are valued, prepared, trusted, and accountable. 44:02 – Closing and 20th Anniversary Reflection Denise thanks John and again recognizes The DiJulius Group's 20th anniversary. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

Why taste, touch, composition, and wisdom may become the most valuable leadership skills in the age of AI. Summary  In this episode of The Customer Service Revolution Podcast, John DiJulius interviews bestselling author Daniel Pink about the human skills that artificial intelligence cannot replace. Pink explains why AI may be powerful at generating options, but humans still need taste to know what is good, touch to create real connection, composition to allocate people and technology wisely, and wisdom to ask better questions, show humility, and lead with integrity. John and Daniel also discuss the danger of relying on AI to do the hard thinking for us, the future of soft skills, whether empathy and curiosity can be trained, why leaders need to stop managing time and start allocating talent, and how younger professionals can think about AI without fear. This conversation is a practical guide for leaders who want to use AI without losing the human edge that drives trust, service, creativity, and customer loyalty. Takeaways AI can generate options, but humans need taste. AI can produce ideas quickly, but leaders still need discernment to know what is good, relevant, beautiful, useful, and aligned with the audience. Taste is built by creating, not consuming. Daniel Pink argues that people build judgment by making things, testing ideas, receiving feedback, and learning what works. "Good enough" is a dangerous standard. AI can make average work easier. The competitive advantage belongs to people and companies who keep refining beyond good enough. Touch matters more in a digital world. Physical presence, empathy, listening, comfort, and connection become more valuable as technology handles more transactional tasks. Leaders must become composers. Future leaders will need to combine human talent, machine intelligence, and resources into something greater than the pieces alone. Wisdom is different from intelligence. Wisdom includes humility, integrity, compassion, curiosity, and the ability to ask better questions. Great questions create credibility. John and Daniel agree that credibility does not come only from having answers. It often comes from asking questions no one else has asked. AI should not replace the learning process. When people use AI to skip the first draft, the hard thinking disappears. That creates what Daniel calls the risk of "intellectual obesity." Service aptitude skills are still critical. Empathy, curiosity, connection, listening, problem-solving, and energy remain essential for customer-facing teams. AI will reconfigure jobs, not simply erase them overnight. Daniel pushes back on doom-and-gloom thinking and encourages leaders to help people identify what they can do with machines that neither humans nor machines can do alone. Quotes "AI is incredibly good at generating options. What it is less good at is figuring out what's good and what's not." — Daniel Pink "The best way to build taste is by creating stuff, not by consuming stuff." — Daniel Pink "The barrier isn't execution. The barrier is discernment." — Daniel Pink "Taste requires the courage to say no." — Daniel Pink "Good enough is the enemy." — John DiJulius "I fear AI could create a kind of intellectual obesity problem, where no one is exerting intellectual effort." — Daniel Pink "Wisdom is more valuable when intelligence is abundant." — Daniel Pink "Right answers still matter, but smart questions now matter a hell of a lot more." — Daniel Pink "It's not in the answers you give. It's in the questions you ask." — John DiJulius "Strong points of view, loosely held." — Daniel Pink "You shouldn't be booing AI. That's like booing electricity." — Daniel Pink "When something becomes plentiful, it becomes cheap." — Daniel Pink Chapters List 00:00 – Introduction to Daniel Pink John introduces Daniel Pink, bestselling author of Drive, To Sell Is Human, When, The Power of Regret, and more. 02:00 – The Human Skills AI Can't Replace John opens the conversation around AI, service aptitude, and the relationship skills younger generations need to develop. 03:19 – Skill #1: Taste Daniel explains why AI can generate ideas, but humans need judgment to know what is actually good. 04:40 – Why Taste Is Built by Creating Daniel shares why passive consumption does not build discernment and why creating work matters. 06:27 – Taste, Courage, and Saying No John and Daniel discuss Steve Jobs, leadership standards, and the courage to reject ideas that are not good enough. 07:35 – The Danger of "Good Enough" AI Work John reflects on how AI can make people lazy, and Daniel explains why no company wants people who settle for average. 08:30 – AI and Intellectual Obesity Daniel shares the risk of letting AI do the first draft and removing the learning process. 10:03 – Skill #2: Touch Daniel explains why physical presence, empathy, healthcare, trades, and human comfort still matter. 11:37 – Skill #3: Composition Daniel describes composition as the ability to combine people, machines, ideas, and resources into something better. 13:09 – The Allocation Economy John and Daniel discuss the shift from managing knowledge to allocating intelligence. 14:14 – Audit Your Calendar Daniel explains why leaders should review where human talent is being wasted on work AI could handle. 15:41 – Skill #4: Wisdom Daniel defines wisdom through humility, integrity, curiosity, compassion, and better questions. 18:02 – Why Questions Matter More Now John and Daniel discuss answer engines, credibility, and the leadership power of asking questions no one else asks. 19:26 – The Five Whys and Better Listening Daniel references the importance of questioning techniques and how questions work with taste, composition, and wisdom. 20:55 – Iteration, Speeches, and Creative Work John talks about how books and keynotes are never truly finished until the deadline arrives. 21:49 – Listen Like You're Wrong John and Daniel discuss humility, intellectual flexibility, and exploring ideas instead of defending them. 23:53 – John's 10 Service Aptitude Skills John shares TDG's core service aptitude skills and asks Daniel which ones are trainable. 27:06 – Can Empathy, Curiosity, and Energy Be Trained? Daniel explains that many human traits live on a spectrum between innate and learnable. 29:12 – Why Young People Are Booing AI John asks how leaders can help younger professionals approach AI with less fear. 29:51 – The Realistic Promise of AI Daniel explains why AI will disrupt work, but likely reconfigure jobs rather than eliminate them instantly. 32:35 – What Daniel Pink Is Working On Daniel shares his interest in YouTube and how new tools are turning more people into creators. 34:46 – Will AI Water Down the Value of Books? John and Daniel discuss AI-generated books, quality decline, and whether books still carry the same authority. 37:11 – Can You Be an Expert Without Writing a Book? Daniel explains how influence now comes through many formats, including podcasts, video, and online platforms. 39:14 – Closing John thanks Daniel Pink and closes the episode. Links: DanielPinkTV :  https://www.youtube.com/@danielpinktv The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

John DiJulius explains why so many leaders believe their customer experience is improving while customers feel something very different. Summary: In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius unpack one of the most dangerous gaps in business today: the difference between what leaders think customers are experiencing and what customers are actually feeling. A 2026 customer experience report referenced in the episode found that 66% of CX practitioners believe customer experience improved last year, while only 17% of consumers agree. That gap is not just a measurement issue. It is a leadership issue. John explains why survey scores, dashboards, and internal reports can create false confidence. He also discusses why customer feedback often fails to become customer intelligence, how silos distort the experience, and why frontline employees are often closest to the truth but least empowered to fix recurring friction points. The episode challenges leaders to stop judging customer experience from the conference room and start getting closer to the real customer journey. Companies that want to build loyalty, reduce friction, and create a true competitive advantage must measure what matters, listen to what customers are actually saying, and follow through with systems, standards, and accountability. Takeaways There is often a major gap between what companies think they are delivering and what customers actually experience. Leaders may be investing in CX, tracking scores, and launching initiatives, but customers may still not feel meaningful improvement. Survey scores alone are no longer enough. John argues that survey fatigue has made traditional feedback less reliable. Many customers do not complain; they simply leave. Customer feedback and customer intelligence are not the same. Feedback tells you how someone feels about an interaction. Customer intelligence helps you understand who the customer is, what they need, what they value, and where friction exists. Frontline employees often know the problems before leadership does. Contact center teams, sales teams, and customer-facing employees hear recurring complaints daily. The problem is that many companies lack a system to capture and act on that intelligence. Silos create customer experience breakdowns. Departments often optimize for their own numbers, but customers experience the company as one organization. Implementation is where most CX initiatives fail. Launching the idea is easy. Measuring, training, coaching, reinforcing, and holding people accountable is the hard part. Leaders need to become their own customers. Ordering your own product, calling your own contact center, testing your own digital journey, and experiencing your own process can expose friction dashboards miss. Customer experience is not a short-term ROI play. Cost-cutting, discounting, layoffs, and acquisitions may improve short-term numbers, but they can damage the long-term experience. AI can help leaders hear the real customer voice. Customer sentiment analysis can reveal recurring issues across calls, chats, emails, and support interactions without relying only on low-response surveys. The ultimate question is not, "Are we working on CX?" It is, "Would our customers say it is actually better?" Quotes "Customer experience can't be judged from the conference room alone." "If customers are not feeling the improvement, then the work isn't finished." "Survey scores can create false confidence if they are not connected to the real customer journey." "Feedback is one thing. Customer intelligence is another." "The frontline often knows where the friction is. The question is whether leadership has a system to hear it and fix it." "EX equals CX. What employees experience, customers will experience." "Don't just ask, 'Are we working on customer experience?' Ask, 'Would our customers say it is actually better?'" "Implementation is the hard part. Launching the idea is easy." "Some customers do not complain. They just quietly leave." "Leaders need to roll up their sleeves and get closer to the customer." Chapters List 00:00 – Introduction: The Gap Between CX Perception and Reality Denise introduces a major disconnect between what CX professionals believe and what consumers report feeling. 01:58 – Why Companies Think Experience Is Improving John explains why there may be a lag between CX initiatives and customer perception, but also why leaders may be missing the real experience. 03:43 – Why CX Initiatives Fail After Launch John discusses flavor-of-the-month initiatives, poor execution, and the importance of measurement, training, coaching, and accountability. 04:52 – How Leaders Become Disconnected from Customers John explains how growth, P&L pressure, and short-term decision-making can distance leaders from the actual customer experience. 06:54 – The Role of Silos in Customer Experience Gaps Denise and John discuss how departments can unintentionally create friction when they do not understand one another's impact on the customer. 08:48 – Signs of a Customer Experience Delusion John challenges companies that rely too heavily on surveys and NPS without understanding what those metrics may be missing. 10:26 – AI, Customer Sentiment, and Real-Time Intelligence John explains how AI can help companies identify recurring customer issues through calls, emails, chats, and sentiment analysis. 11:45 – Customer Feedback vs. Customer Intelligence John defines customer intelligence and explains why different customer avatars have different needs, expectations, and pain points. 14:14 – Why Companies Collect Feedback but Fail to Act Denise and John discuss why employees and customers stop giving feedback when nothing changes. 16:51 – How Leaders Can Stay Close Without More Surveys John recommends AI sentiment analysis, contact center focus groups, and direct conversations with frontline employees. 18:41 – Becoming Your Own Customer Denise shares an example of executives testing their own product experience and finding major improvements before launch. 20:04 – How to Know CX Strategy Is Working John explains the importance of a return-on-experience dashboard, employee energy, task forces, and internal alignment. 21:54 – Consulting CTA Denise explains how The DiJulius Group helps organizations uncover friction, build systems, and create consistency at scale. 22:43 – The Danger of Relying Only on Survey Scores John explains why low response rates and incomplete survey answers can distort the truth. 23:27 – What Companies Should Do This Quarter John recommends speaking directly with VIP customers, creating a CX champion, forming a task force, and following a proven methodology. 24:44 – Closing Challenge Denise challenges leaders to ask whether customers would say the experience is actually better. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

Are Your Incentives Creating the Customer Experience You Actually Want? Summary: John DiJulius explains how the behaviors your company rewards, measures, and recognizes become the customer experience your customers actually receive. Every company has incentives. Some are obvious: bonuses, commissions, contests, scorecards, performance reviews, and promotions. Others are quieter: praise, attention, flexibility, and who gets celebrated in meetings. But here is the real question: are your incentives creating the customer experience you actually want? In this episode, Denise Thompson and John DiJulius unpack how incentives drive service behaviors, why companies often reward the wrong things, and how customers ultimately feel whatever the organization values internally. John shares examples from Starbucks, Spirit Airlines, Blockbuster, Charles Schwab, Amazon, John Roberts Spa, Cameron Mitchell Restaurants, and The DiJulius Group's own methodology. You will learn why speed, efficiency, sales, and profit are not bad metrics, but they become dangerous when they are the only metrics that matter. John also explains how leaders can recognize and reward the right behaviors, including ownership, personalization, follow-through, referrals, retention, service recovery, and Above and Beyond moments. Key Takeaways Your incentives reveal what your company truly values. Leaders may say customer experience is a priority, but employees follow what gets measured, rewarded, promoted, and recognized. Customers feel your internal reward system. They may never see your incentive plan, but they feel it when employees rush, enforce policy over empathy, or focus on transactions over relationships. Efficiency metrics can create unintended consequences. Metrics like average call time, speed, and volume are not bad, but they become dangerous when they are the only things that matter. Not all profits are good profits. Hidden fees, late fees, rigid policies, and short-term revenue plays can damage trust and exhaust frontline employees. Recognition is a powerful teaching tool. Culture is shaped by what leaders notice, celebrate, repeat, and turn into stories. Great service must be behaviorally defined. "Deliver great service" is too vague. Leaders need to define and reward specific behaviors such as ownership, empathy, personalization, follow-through, teamwork, problem prevention, and service recovery. The best service incentives align with retention and referrals. Repeat business, referrals, renewals, and earned sales growth are strong indicators that the experience is working. Stories make culture scalable. Recognition systems like the Milkshake Award and Bear Claw Award help employees understand what Above and Beyond service looks like in real life. Quotes "Customers do not experience your mission statement. They experience what your company rewards." "What gets recognized gets repeated." "If you reward speed, you get speed. If you reward shortcuts, you get shortcuts." "Not all profits are good profits." "Recognition does not always have to be financial. Sometimes culture is built by what gets noticed." "Great service is too vague unless leaders define the behaviors behind it." "The customer is the benefactor of what the company rewards internally." "Your incentives should be aligned with the experience you want delivered." "Profit is the byproduct of the experience you deliver." "Employees will do what you tell them is important." Chapters List 00:00 — Introduction Denise and John open the conversation and preview the topic of incentives that drive service behaviors. 02:51 — Why Incentives Matter to Customer and Employee Experience Denise frames the episode around formal and informal incentives and asks whether companies are rewarding the experience they actually want. 04:52 — What Gets Recognized Gets Repeated John explains why incentives shape employee behavior and how policies communicate what a company values. 07:59 — Incentives Reveal What Companies Truly Believe Denise and John discuss how incentive systems expose a company's real priorities. 09:13 — Starbucks and Customer Service Targets The conversation explores what it signals when a company connects employee rewards to customer service, operations, and performance. 12:24 — The Risk of Unintended Consequences John explains how incentives can unintentionally create the wrong behaviors, using average call time and rigid policy enforcement as examples. 14:01 — Not All Profits Are Good Profits John shares examples from The Employee Experience Revolution, including Blockbuster and Charles Schwab, to show how bad profit policies damage customer trust. 18:01 — How Incentives Show Up in the Customer Experience John explains how retention, referrals, and repeat business reveal whether the experience is actually working. 20:12 — Where Companies Accidentally Reward the Wrong Behaviors John shares the example of gift cards, expiration dates, and the difference between short-term profit and lifetime customer value. 23:42 — Lessons from Low-Cost Business Models Denise and John discuss Spirit Airlines, price competition, and what happens when low cost becomes high friction. 26:31 — Warning Signs Your Incentives Are Creating Bad Behaviors John explains how complaints, employee frustrations, contact centers, and customer sentiment can reveal service breakdowns. 31:45 — What Leaders Should Recognize and Reward John discusses service behaviors, FORD, earned sales growth, referrals, retention, and recognition systems. 38:39 — Mid-Episode CTA Denise explains how The DiJulius Group helps organizations define, teach, measure, and reinforce world-class service. 39:59 — Recognition Without Big Incentive Budgets John shares the Milkshake Award from Cameron Mitchell Restaurants and explains how symbols and storytelling reinforce culture. 43:45 — How to Collect and Share Service Stories John explains how companies can build databases of Above and Beyond stories and use them in meetings, training, and onboarding. 49:40 — Avoiding Forced or Manipulated Recognition Denise and John discuss how to seek customer feedback without creating survey-chasing behavior. 53:23 — Peer-to-Peer Recognition John shares the importance of employees recognizing other employees, including the "caught you doing something right" example. 55:53 — The Simplest Truth About Incentives and Service Culture John closes with the core message: incentives and recognition should be based on the experience you want employees to deliver. 57:26 — Denise's Closing Challenge Denise challenges leaders to examine what their company rewards, praises, promotes, tolerates, and repeats. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

What Companies Should Know about a Customer Experience Keynote Speaker Summary: In this episode of The Customer Service Revolution Podcast, Denise Thompson sits down with John DiJulius for a behind-the-scenes conversation about what it really means to be a conference speaker. While many organizations think of a keynote as a high-energy moment in an agenda, John explains that the best keynotes do more than motivate. They help leaders see what needs to change, give teams a common language, and create a spark that can become real transformation if the company knows what to do next. John shares how he prepares for events, customizes messages for different industries, reads a room in real time, and balances the glamour of speaking with the grind of travel, preparation, and always being "on stage." He also explains why companies should choose speakers based not only on energy and entertainment, but on whether they can deliver actionable, take-backable content that helps the organization change long after the applause ends. The big lesson: a keynote can be a turning point, but only if leaders treat it as the beginning of the work, not the end of the event.   Key Takeaways 1. A keynote should create transformation, not just applause. John explains that his goal is not simply to entertain an audience. His goal is to help people think differently, act differently, and take something back that they can still use six, twelve, or eighteen months later. 2. Motivation is not enough. The best speakers combine three things: they entertain, educate, and evoke action. A motivational message may feel good in the moment, but without a practical method, nothing changes. 3. Companies need a post-keynote action plan. A keynote wears off if leaders do not create a structure for implementation. John recommends immediate follow-up, stakeholder conversations, and clear ownership of next steps. 4. The best speakers customize deeply. John shares how he studies the company, industry, event theme, KPIs, CEO messaging, and audience mindset so the keynote lands in the client's actual world. 5. Customer experience problems are universal. Across industries, companies struggle with employee roulette, personal interpretation, inconsistent service, and the mistaken belief that customer service is common sense. 6. Leaders must tee up the message properly. If a CEO spends the morning saying the company is crushing it, the audience may resist the need for change. Great leaders create urgency by explaining why the organization must keep evolving. 7. The conference should not end when people leave the room. John and Denise discuss the value of reviewing notes immediately, creating accountability, and having attendees share what they learned with the broader team within seven to ten days.   Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

Why Human Leadership Is the New Competitive Advantage in the Age of AI Summary: AI is changing how companies operate, scale, and compete. But according to Dr. Brynn Scarborough, the future will not belong to the companies that automate the most. It will belong to the companies that intentionally develop the human leadership skills AI cannot replace. In this episode, John DiJulius sits down with Dr. Scarborough, Founder and CEO of Alchemy Leadership Lab, to discuss the leadership infrastructure companies need in an era of rapid transformation. Brynn shares lessons from scaling a North American business unit from $20 million to $65 million in revenue, doubling the workforce, tripling profitability, and leading the organization through a private equity buyout. John and Brynn explore why learning and development can no longer be treated as a compliance exercise, why resilience must be intentionally built, and why the skills once labeled "soft" are becoming the most valuable capabilities in business. They also discuss AI's impact on workforce optimization, leadership development, experience engineering, succession planning, and the growing need for leaders who can create trust, connection, and momentum under pressure. This conversation is for CEOs, founders, CX leaders, HR executives, and anyone responsible for building a leadership bench strong enough for what is coming next. Guest Bio Dr. Brynn Scarborough is the Founder and CEO of Alchemy Leadership Lab. She spent more than 13 years scaling a North American business unit from $20 million to $65 million in revenue inside a $110 million global structure, doubling the workforce, tripling profitability, and leading the organization through a private equity buyout. She holds a Doctorate of Business Administration and an MBA from the University of Tampa's Sykes College of Business. Her doctoral research focused on leadership resilience and how organizations can engineer sustained high performance without burnout, founder dependency, and key person risk. Through Alchemy Leadership Lab, she works with founders, CEOs, PE operating partners, and C-suite leaders at key growth inflection points, including succession, scale, acquisition, and AI-driven transformation.   Key Takeaways AI may optimize processes, but it cannot replace the human leadership required to guide people through change. Companies that reduce headcount or flatten organizations without developing remaining leaders risk creating future capability gaps. Leadership development must be continuous, not episodic. Resilience, emotional intelligence, and executive agility are becoming essential leadership traits. Gen Z is asking for career development, and companies that invest in it have a stronger chance of retaining emerging talent. The next generation of leaders may not gain experience the same way previous generations did, so organizations must intentionally design growth paths. Transformation fails when companies focus only on systems and processes but neglect behavioral change. Human connection will become a premium differentiator as more business interactions become automated.   Resources Mentioned:   brynn@alchemyleadershiplab.comWebsite: www.alchemyleadershiplab.comLinkedIn: www.linkedin.com/in/brynnscarboroughInstagram: www.instagram.com/alchemyleadershiplabBook a Discovery Call: calendly.com/brynn-alchemyleadershiplab/20min-discovery-call  Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Learn how to prove customer experience ROI by measuring Return on Experience, customer retention, referrals, earned sales growth, complaints, and loyalty. Summary: Customer experience leaders are facing a new reality: it is no longer enough to say customer experience matters. Executives want proof. In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DiJulius discuss why CX leaders are being asked to connect experience initiatives directly to business outcomes like retention, referrals, loyalty, complaints, customer effort, close ratios, and revenue growth. John explains why customer satisfaction is too low of a bar, why NPS and surveys alone do not tell the full story, and why organizations need a clear Return on Experience dashboard to prove the financial impact of customer experience. He also breaks down why journey mapping often fails, how inconsistency damages brand trust, and why broken handoffs quietly cost companies revenue. The episode gives customer experience leaders a practical way to move from "warm and fuzzy" to measurable, executive-level business impact.   Key Takeaways 1. Customer satisfaction is too low of a bar Satisfied customers are not necessarily loyal. They may simply be customers who were not frustrated enough to complain. Leaders need to measure whether customers are staying, buying again, referring others, and spending more. 2. CX leaders need to prove financial impact Customer experience competes for budget against sales, marketing, IT, AI, and other departments. If CX leaders cannot show measurable business outcomes, they risk being viewed as optional. 3. Return on Experience should be measured clearly A strong ROX dashboard should connect CX efforts to business metrics such as retention, referrals, complaints, close ratios, first-contact resolution, customer effort score, reviews, and average annual spend. 4. Journey mapping fails when it only captures operations Most journey maps focus on standard operating procedures. The real opportunity is adding experiential standards, identifying service defects, improving handoffs, and creating above-and-beyond moments. 5. Inconsistency quietly destroys trust When the customer experience depends on which employee, department, or location a customer reaches, the brand becomes unpredictable. John calls this "employee roulette." 6. Handoffs are where CX is won or lost Customers and employees should not have to restart the relationship every time they move from one person or department to another. Warm handoffs create continuity and trust. 7. Earned sales growth may be one of the best CX metrics Tracking how much revenue comes from repeat customers and referrals gives companies a clearer view of whether the experience is actually driving loyalty and growth. Resources Mentioned Return on Experience dashboard Earned Sales Growth podcast Earned Sales Growth blog Customer Experience Executive Academy The DiJulius Group consulting services Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

How do you scale a world-class customer experience across 19 resort properties and 20,000 employees? Summary: This episode is part 2 of 2 In part two of this conversation, John DiJulius and Jess Shannon of Sandals Resorts International go deeper into what it really takes to sustain a customer experience transformation at scale. Jess shares how Sandals turned service standards into a company-wide service anthem competition, creating buy-in, emotional connection, and long-term recall across 19 resorts and 20,000 team members. They also unpack how leaders can start small, build momentum, gain executive buy-in, and prove ROI through experience initiatives. The episode closes with a powerful look at how Sandals cared for guests and team members after Hurricane Melissa, proving that employee experience is not a slogan. It is the foundation of customer experience. Key Takeaways: Sustainable CX requires more than a launch. It requires reinforcement, visibility, and emotional connection. Sandals used a service anthem competition to make service standards memorable and engaging. Great CX transformation starts by fixing one small but high-impact pain point. Executive buy-in depends on speaking the language leaders care about most, whether that is finance, data, or outcomes. Communication is what keeps leaders bought in after the initial excitement wears off. Inclusive, crowdsourced ideas create better customer and employee experiences than siloed efforts. Employee experience and customer experience are inseparable. Sandals' hurricane response showed that culture is revealed most clearly in crisis. Notable Moments The Service Anthem Idea Sandals created a company-wide service anthem competition that turned service standards into something team members could sing, remember, and own. Start Small Jess shares why the first year's mantra was "changing the world one check-in at a time" and why focused improvements build momentum faster than sweeping initiatives. Winning Executive Buy-In The conversation explores how CX leaders can better influence CEOs and senior leadership by framing experience work around the outcomes that matter most to them. Crisis Reveals Culture The story of Sandals' response to Hurricane Melissa offers one of the clearest examples of how employee experience and customer experience work together in real life. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Chapters: 00:00 Service DNA Launch and Operational Adjustments 00:55 The Importance of Service Recovery 01:53 Engaging Employees Through Competition 09:58 Building a Customer-Centric Culture 16:52 Response to Hurricane Melissa 26:42 CSR_ShowClose.mp3 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.

How do you scale a world-class customer experience across 20,000 employees and 19 resort properties? Summary: What happens when a hospitality brand known for exceptional guest experiences decides to get even more intentional? In this episode, John DiJulius sits down with Jessica Shannon, Chief Experience Officer of Sandals Resorts International, to talk about how Sandals is scaling customer and employee experience without losing the heart of the brand. Jessica shares how her background in the Peace Corps, global consulting, crisis response, and strategy shaped her approach to service. She explains why the future of customer experience leadership is bigger than customer experience alone, and why the most effective organizations connect guest experience, employee experience, analytics, and innovation into one cohesive strategy. This episode is packed with practical insight for experience leaders, operators, and executives trying to create consistency, culture, and loyalty as they grow. Key Takeaways: Customer experience leadership works best when it includes both customer and employee experience. Growth exposes weak systems fast, especially in service culture. Culture cannot be scaled by memo. It has to be built intentionally. Frontline employees must help create the standards they are expected to live. Data is everywhere, but insight is rare. Service recovery is not damage control. It is a loyalty strategy. Memorable experiences come from authenticity, not generic excellence. Senior executive buy-in is non-negotiable for experience transformation. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Chapters: 00:00 Service DNA Launch and Operational Adjustments 00:50 Personal Growth and Team Development 00:53 The Journey Begins: A New Path 01:43 Life Lessons from the Peace Corps 06:41 Consulting: A Boot Camp for Learning 08:05 Navigating Global Crises: The Ebola Response 09:33 Reopening Tourism: Lessons from COVID-19 10:48 Creating the Chief Experience Officer Role 12:07 The Evolution of Customer Experience 13:56 Integrating Data for Enhanced Experiences 15:46 Sandals Resorts: A Commitment to Excellence 19:00 The Shift to Sandals 2.0 21:12 Building a Service DNA Culture 23:41 The Importance of Team Member Engagement 26:43 Creating Meaningful Moments in Service 33:35 Creating Unique Caribbean Experiences 36:11 Managing Expectations in Hospitality 39:10 The Importance of Service Recovery 41:01 CSR_ShowClose.mp3 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.

Target's decline: A conversation on leadership drift, relationship capital, employee experience, and the warning signs that a brand is losing customer trust. Summary: In this episode, Denise Thompson and John DiJulius unpack why Target's recent struggles are bigger than retail headlines. John argues that what happened at Target is not mainly about controversy or pricing. It is about leadership, culture, diluted brand clarity, and a declining frontline experience. The conversation explores how great brands build relationship capital, why employee experience always shows up in customer experience, why discounts cannot repair emotional trust, and what leaders should monitor before decline becomes visible in revenue. Key Takeaways: Target's problem is deeper than headlines. John frames it as a leadership and culture issue, not just a retail or controversy issue. Relationship capital takes years to build and can be drained by inconsistency. Customers give trusted brands grace at first, but repeated poor experiences change the story. Frontline is the bottom line. Investment in customer-facing employees matters more than most executive teams act like it does. EX = CX. Employee experience will always show up in the customer experience. Operational training is not enough. Great brands also teach service aptitude: listening, empathy, rapport, recovery, and standards that are actionable and observable. Price cuts are a bandage, not a cure. Promotions may create short-term movement, but they do not rebuild emotional trust. Leaders need better early warning signals. Complaints, repeat visits, referrals, average ticket, and customer count tell a truer story than vanity metrics alone. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Chapters: 00:00 Introduction to Customer Service Revolution Podcast 01:10 Personal Activities and Springtime Outdoors 02:41 Target's Story: Beyond Retail to Leadership 03:36 Starbucks and Brand Transition Strategies 04:14 Target's Loyalty and Experience Challenges 04:57 What Made Target a Favorite Brand 05:43 When Did Target Start to Lose Its Edge? 06:52 The Power of Brand Clarity and Leadership Vision 07:16 Amazon's Customer-Centric Model as a Benchmark 08:21 Target's Identity Crisis and Political Stances 09:31 The Risks of Taking Political or Social Stances 10:52 Overconfidence and Rapid Growth Risks 14:30 The Lag Effect in Customer Experience 16:31 Target's Cost-Cutting and Culture Impact 18:56 Genuine Frontline Investment in Training 22:29 Turning Employee Culture into Customer Experience 24:19 Employees' Belief in the Brand and Customer Perception 27:31 Target's Discount Strategies and Emotional Connection 29:54 The Dangers of Conditional Brand Commitments 32:08 The Relationship Economy and Loyalty Building 33:02 Starting Small to Improve Customer Relationships 34:53 Early Warning Signs for Organizational Culture Issues 38:25 Questions for Leadership and Brand Clarity 42:01 Revisiting Leadership Mindset and Organizational Culture 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: What makes a company the kind of brand customers would actually miss if it disappeared tomorrow? In Episode 247 of the Customer Service Revolution Podcast, Denise Thompson and John DiJulius break down the six drivers that separate forgettable businesses from brands customers stay loyal to: great product or service, consistency, ease of doing business, employee evangelists, educating instead of selling, and personalization. They also unpack why consistency is often the biggest missed opportunity, how friction quietly pushes customers away, why zero-risk policies build trust, and what leaders can do to create an experience customers do not want to leave. If you want to build stronger loyalty, create more trust, and make price less relevant, this episode gives you the blueprint. John shares the six drivers that make a company indispensable to its customers: Great product or service Consistency Ease of doing business Employee evangelists Educate instead of sell Personalized experiences They discuss: Why a great product is now only the price of admission Why consistency creates trust and certainty How friction and policies push customers away Why employee experience always shows up in customer experience How educating customers builds credibility and long-term trust Why personalization creates emotional connection Why consistency may be the most important starting point for most organizations Key Takeaways A great product alone is no longer enough to differentiate your business. Customers are loyal to experiences they can trust and predict. Friction kills loyalty faster than most leaders realize. Employees who believe in the brand create stronger customer experiences. Educating customers builds trust faster than pushing a sale. Personalization makes customers feel seen, valued, and remembered. Consistency is often the biggest customer experience opportunity. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ 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: Most customer service initiatives do not fail because leaders do not care. They fail because they launch with excitement, then daily operations swallow them whole. In this episode, Denise Thompson and John DiJulius break down the six steps required to build a customer experience initiative that actually lasts: create it, launch it, certify it, implement it, measure it, and sustain it. They also tackle what leaders are facing right now, including AI being pushed into customer operations too quickly, the need for executive sponsorship, the importance of frontline buy-in, and why sustaining an initiative matters more than the launch itself. Key Takeaways: Customer experience initiatives fail when they are treated like events instead of systems. Executive sponsorship must be visible and consistent, not passive. Frontline employees need involvement in creation and launch to drive adoption. Certification is necessary because attendance does not prove understanding. Implementation works best with crawl-walk-run sequencing and repeated reinforcement. Sustaining the initiative requires constant coaching, visibility, measurement, and onboarding integration. Key Quotes: "A system, not a speech." "Customer experience can't be flavor of the month." "Technology is for tasks. Humans are for empathy, problem solving, and relationship building." "Attendance itself isn't retention." This is Denise's framing of the certification issue. "You never arrive." "Don't launch another initiative that you can't sustain." Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ 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: What does it really mean to be customer-centric? Where should leaders start if they want to build a culture obsessed with customer experience? In this special mailbag episode of the Customer Service Revolution Podcast, Denise Thompson puts John DiJulius in the hot seat with real questions from leaders about customer experience, culture, and leadership alignment. They tackle topics every organization struggles with: • The difference between customer service and customer-centric culture • How to get leadership aligned around CX • Why employee experience alone does not guarantee great customer experience • What to do with employees who resist new service standards • How to know whether your CX issues are leadership problems or operational problems John also shares lessons learned from 33 years in business, including one leadership mistake he wishes he had corrected sooner. If you're a CEO, executive, or CX leader trying to build an organization customers cannot live without, this episode will give you practical insight you can apply immediately. Listen in as Denise fires the questions and John answers them live. What You'll Learn: Customer centricity must start at the top of the organization. Customer experience is not a "program of the year." It must be an ongoing leadership obsession. Companies that chase short-term wins often sacrifice long-term loyalty. Hiring and training for service aptitude is critical to delivering consistent customer experiences. Employee engagement alone does not produce great CX — employees must also be trained how to deliver it. Leaders should focus their energy on the believers and fence-sitters, not the critics and cynics. Allowing high-producing employees to ignore the culture can undermine the entire organization. Key Quotes: "Customer experience isn't the flavor-of-the-month program. It's an obsession." "There is no Ozempic for customer experience." "If customer experience is not a value of the CEO and the C-suite, it will never become a value of the company." "Employee experience helps create great customer experience, but it doesn't guarantee it." "Celebrate the believers and you'll win the fence sitters." Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/   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: After decades of working with world-class organizations, we've learned something that surprises most leaders: employees don't leave because of pay—they leave because of how they're led. In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson reveal the leadership behaviors that reduce turnover, strengthen culture, and create workplaces people never want to leave. You'll learn why 82% of managers are 'accidental managers' without proper training, how the FORD method (Family, Occupation, Recreation, Dreams) builds unbreakable connection, why inconsistency drives more turnover than low pay, and how companies like Chick-fil-A and The Ritz-Carlton retain talent without paying premium wages. If you're losing good people to competitors and think it's about money, this episode will change how you lead—and how your best employees decide to stay. What You'll Learn: Why most employees don't leave because of pay (and what really drives them away) How world-class companies reduce turnover without raising wages The #1 mistake leaders make when they have turnover (hint: reactive hiring) Why 82% of managers are 'accidental managers' and how it destroys retention How the FORD method creates deep employee connection Why inconsistency and uncertainty drive more turnover than compensation How to model 'educate vs. sell' leadership that builds trust The role of 'servant leadership' in reducing turnover One action leaders can take this week to improve retention When culture outperforms compensation (and when it doesn't) Key Quotes: "We hire from the exact same labor pool as our competitors. We don't pay more. It's what we do with them after we hire them." — John DiJulius "Employees don't quit companies, they quit people. Not just bosses—they also quit toxic coworkers you're not protecting the culture from." — John DiJulius "It's better to lose the sales than the reputation. Employee roulette destroys brands." — John DiJulius "82% of existing managers are accidental managers—promoted without training. That's why retention fails." — John DiJulius "The number one cause of anxiety is uncertainty. Employees need predictability and clarity." — John DiJulius "Know your employees' FORD: Family, Occupation, Recreation, Dreams. That's what makes them stay." — John DiJulius Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com 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.

The 10 Commandments Part 2: Why Your Customer Experience Can't Exceed Your Employee Experience What separates world-class customer experience companies from everyone else? It's not budget. It's not luck. It's a system. In Part 2 of our deep dive into The DiJulius Group's 10 Commandments, John DiJulius and Denise Thompson reveal why exceptional customer experience is impossible without an exceptional employee experience. This episode unpacks Commandments 6-10, covering everything from hiring for character over competence, to building leaders on purpose instead of by accident, to why training must be treated as a product. You'll learn why world-class onboarding has nothing to do with HR paperwork marathons, what's really fueling the retention crisis, and why companies rise to the level of their systems—not their goals. If you're ready to eliminate silos, build leaders who actually lead, and create a workplace people never want to leave, this is your playbook. What You'll Learn: Why hiring for character instead of just technical skills changes everything How to make your interview process 'un-gameable' (even when candidates use AI to prep) The four phases of world-class onboarding—and why most companies only do one The danger of 'accidental managers' and how to build leaders on purpose Why training must be designed, delivered, and certified like a product you'd sell How to eliminate organizational silos that kill customer experience Which commandment creates the fastest impact (and when to start somewhere else) What the customer service revolution will look like in the next 5-10 years Key Insights for C-Suite Leaders "Hire for the heart, train for the part. Technical skills can be taught. Behavior is a lot harder." — John DiJulius "The best companies scare more people out of wanting to work there than they attract—by design." — John DiJulius "Companies don't rise to the level of their goals. They rise to the level of their systems." — Denise Thompson "Your customer experience is your offense. It makes customers come back more often, pay higher prices, and send more people." — John DiJulius "Customers aren't more demanding than ever. They're less tolerant of bad experiences." — John DiJulius Who This Episode Is For CEOs and business owners committed to building world-class cultures VP/Head of HR and People Operations Chief Customer Experience Officers (CXO) Operations leaders struggling with retention and engagement Learning & Development / Training Directors   Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com 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.

Episode Summary What separates world-class customer experience companies from everyone else? It's not budget. It's not luck. It's a system. In Part 1 of this two-part series on the Customer Service Revolution podcast, John DiJulius — founder of The DiJulius Group and the CX architect behind Chick-fil-A, Starbucks, Nestle, Ritz-Carlton, and top hospitals, financial institutions, and luxury resorts worldwide — begins breaking down the 10 Commandments of Customer Experience: the gold-standard methodology that has transformed how C-suite leaders design, implement, and sustain world-class customer and employee experiences. This episode covers the first half of the framework — from igniting your CX revolution to building your signature experience and creating a zero risk organization. Part 2 (next week) will cover the employee experience, training, and implementation commandments. This isn't theory. This is the actual operating system behind the most admired brands in the world — codified, structured, and sequenced so any organization can implement it. What You'll Learn in Part 1 •       Why John created the 10 Commandments: The frustration of watching great CX collapse as companies scale — and the realization that no one had ever codified how world-class companies actually do it •       Commandment 1 — Ignite the CX Revolution: How to draw a line in the sand as a CEO and make customer obsession a non-negotiable organizational commitment (includes the 'Day in the Life of a Customer' video tool used in new hire orientation) •       The Customer Experience Action Statement: Why mission statements don't drive behavior — and how one action statement built on 3 pillars aligns every employee in every interaction •       The Never & Always Tool (Customer Bill of Rights): The fastest and most immediately transformational CX tool in the framework — 8-10 non-negotiable standards that eliminate employee roulette, department roulette, and location roulette •       Commandment — Signature Experience Design: How journey mapping from the customer's vantage point creates a differentiated experience that makes your brand impossible to replicate •       Zero Risk Organization: What it truly means (hint: it's not about never dropping the ball) — and how empowering frontline employees to recover brilliantly creates loyalty no marketing budget can buy •       Above & Beyond Culture at Scale: Why telling employees to 'go above and beyond' doesn't work — and the top-of-mind awareness system that makes wow moments a daily norm •       The North Star Framework: Why 'flavor of the month' management destroys CX consistency — and how anchoring to one methodology creates shared language, accountability, and lasting culture change •       Tune in next week for Part 2: The employee experience, attraction and hiring, training and implementation, and leadership commandments Key Insights for C-Suite Leaders •       "Good isn't good enough. If you want to be the most customer-obsessed company in your industry, okay is the enemy." — John DiJulius •       "The number one CX problem is consistency — and the root cause is 100 different personal interpretations of what great service means." — John DiJulius •       "When you tell 100 employees to deliver genuine hospitality and don't define it, one person thinks a head nod counts. You need it trainable, observable, measurable, and actionable." — John DiJulius •       "Technology doesn't differentiate you. Technology keeps you at pace. Your signature experience is what makes price irrelevant." — John DiJulius •       "The 10 Commandments don't change. The internet came. Social media came. AI is coming. Those are tools within the commandments — not new commandments." — John DiJulius Who This Episode Is For •       CEOs and C-suite executives building or rebuilding their CX strategy •       Chief Experience Officers and CX Directors seeking a proven, scalable framework •       VP of Customer Success leaders struggling with inconsistency across teams or locations •       Operations leaders who want to eliminate service defects and reduce complaint volume •       HR and L&D leaders designing onboarding and training that actually changes behavior •       Entrepreneurs and founders who want to scale culture without losing quality •       Any leader who has tried to improve customer experience and hit a wall   Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com 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 of How to scale a world class culture in your franchise: Want to know how to franchise a business and maintain world-class culture across thousands of locations? Discover the exact franchise growth strategies that took Anytime Fitness from a single 24-hour gym concept to the #1 fitness franchise in the world—with over 4,000 employees sporting brand tattoos (and they're not even corporate employees). In this episode of the Customer Service Revolution podcast, John DiJulius interviews Dave Mortensen, co-founder of Purpose Brands—the largest portfolio of fitness, nutrition, and wellness franchise brands generating $3.7 billion in combined revenue across 7,000 locations in 50 countries. If you're a franchisor struggling with culture consistency, a business owner wondering if franchising is right for you, or a multi-unit franchise operator looking to scale, this conversation reveals the counterintuitive secrets behind building a franchise system so powerful that franchisees' employees willingly get brand tattoos. What You'll Learn: The "Fanchise" model: How to turn franchisees into fans who are emotionally invested in your brand's mission (not just the ROI)—the framework from Dave's new bestselling book Fanchise Your Franchise The 5-location rule: Why you should NEVER start franchising until you've proven the concept across multiple company-owned locations (Dave and Chuck owned/flipped 5 gyms before franchising) The franchise validation process: How rigorous franchisee selection prevents 99% of future culture problems—"We want franchisees who want to change lives, not just make money" Scalable culture systems: The exact playbooks, standards, and training that allow 7,000 locations to deliver consistent experiences without Dave being present The PLEASE standards: How borrowing customer experience frameworks from consultants like John DiJulius transformed their service culture into an actionable system The tattoo test: When 4,000+ people tattoo your brand on their bodies by choice, you've transcended transactional franchising—here's how to create that level of loyalty Dave Mortensen's Franchise Journey: Phase 1: The Consultant Era (Early Career) Started in fitness at 21, dropped out of college, worked his way up Met business partner Chuck Runyon on similar trajectory Started consulting firm helping gym owners with operations, sales, and member experience Traveled across US, Canada, Australia, Mexico working with big box and boutique gyms Key insight: "People were passionate about fitness but didn't know how to run the business—Chuck and I could drive results AND write it down" Phase 2: The Operator Era (1995-2002) Bought first gym in 1995—the same gym where Dave worked front desk for $4/hour Grew it from 400 to 4,000 members, then sold it Started buying, remodeling, and flipping gyms successfully Owned 5 locations simultaneously at peak Key insight: "We said we need to start SHOWING people we know how to do it, not just telling them" Phase 3: The Franchise Era (2002-Present) Opened first Anytime Fitness in 2002 with revolutionary 24/7 model Kept consulting firm and big box gym for 3 years, then sold everything to focus on Anytime Sold franchise #1 to a member who believed in the concept Today: Co-founder of Purpose Brands with 9 franchise brands across 50 countries Key insight: "We didn't just franchise a business model—we franchised a mission to change lives" The Purpose Brands Portfolio: 9 Franchise Brands Under One Umbrella: Anytime Fitness (World's #1 fitness franchise) Orangetheory Fitness The Bar Method Waxing the City Base Camp Fitness SUMHIIT Fitness Stronger U Nutrition Healthy Contributions Provision Security Total System Stats: $3.7 billion combined revenue 7,000+ locations 50 countries 6 million members served 4,000+ brand tattoos (just Anytime Fitness) The Franchise Culture Paradox Explained: The Problem Most Franchisors Face: "I opened my salon 33 years ago and we were great at customer service because 50% of our staff was me and my wife. Then we grew to multiple locations and the experience tanked because we weren't everywhere." - John DiJulius How Purpose Brands Solved It: Dave reveals the systems that allow franchisees' employees (not even corporate employees) to line up around the building to get brand tattoos at annual conferences—in the US, New Zealand, Australia, and beyond. Critical Franchising Insights: "You don't franchise a business—you franchise a mission" The difference between transactional franchising (buy a territory, make money) and transformational franchising (join a movement, change lives) "Find the 36-inch travel between talent and passion" Dave's framework for helping franchisees discover if they're in the right business—it's never 100% talent or 100% passion, but finding the balance point "We want franchisees who want to change lives, not just make money" The franchisee selection criteria that predicts long-term success better than net worth "Relationships create who we are—you are one of 50-100 that shaped our business" Why Dave credits consultants, mentors, and partners for Purpose Brands' success (including John DiJulius for helping create the PLEASE service standards) "Create availability for people to find you—it makes it easier to make an impact" Leadership philosophy on accessibility that translates to franchise support systems When to Franchise Your Business (Dave's Criteria): ✓ Proven unit economics across multiple locations (not just one lucky store) ✓ Replicable systems that someone else can execute without you ✓ Mission-driven model that attracts passionate operators, not just investors ✓ Scalable training that maintains culture as you grow ✓ Clear standards documented in playbooks (the "write it down" principle) Franchise Growth Strategies That Work: 1. The Consulting-to-Ownership Bridge Dave and Chuck consulted for years before owning, which taught them what works across different markets and models 2. The Flip-and-Learn Model Buying, improving, and selling gyms taught them rapid value creation and what levers drive results 3. The Mission-First Sale First franchise sold to a member who believed in the concept—not a business investor looking for ROI 4. The Playbook Obsession "Write it down"—documenting every procedure so franchisees can execute at scale 5. The Partner Selection Dave: passionate about fitness + talent in business Chuck: passionate about business + talent in operations Perfect complement creates unstoppable partnership For Corporate/Non-Franchise Businesses: Question to Dave: "Does someone have to be in the franchise world to engage you? Could KeyBank or another corporate entity learn from you?" Dave's Answer: "Absolutely. Anyone that wants to develop a culture that is scalable—that they can scale within their system—is something we can be a part of." Translation: The principles that allow 7,000 franchise locations to maintain culture work just as well for corporate multi-location businesses, distributed teams, or any organization struggling with consistency at scale. New Book: Fanchise Your Franchise Third book from Dave Mortensen and Chuck Runyon Core Concept: Transform franchisees from transactional business owners into passionate fans who champion your mission Who Should Read It: Franchisors with 10-100 locations struggling to maintain culture Business owners considering franchising but unsure if they're ready Multi-unit operators wanting to improve franchisee engagement Corporate leaders looking to scale culture across distributed locations Anyone building a business that needs to maintain standards without being everywhere Where to Get It: 4PGuys.com (the "4P Guys"—Dave and Chuck's consulting/speaking platform) Perfect For: Franchisors wanting to scale culture beyond 100 locations Business owners evaluating if franchising is the right growth strategy Multi-unit franchise operators looking to improve unit consistency Fitness/wellness entrepreneurs specifically in gym, boutique fitness, nutrition spaces Corporate leaders of multi-location businesses struggling with "employee roulette" CEOs who want to understand why some franchise systems thrive while others implode Key Quotes from Dave Mortensen: Franchising vs Corporate Growth: "We didn't just franchise a business model—we franchised a mission to change lives. That's why their employees get tattoos, not ours." Franchisee Selection: "We want franchisees who want to change lives, not just make money. If you're only in it for ROI, you won't survive the hard times." Talent vs Passion: "You'll never be 100% talented at what you're most passionate about, and vice versa. But when you find the 36-inch travel between the two, you just found your career." Scalable Leadership: "Chuck and I were absolutely different. Chuck was passionate about the business. I was passionate about fitness. That's what made us unstoppable together." Helping Others: "If I can help people find what I've been lucky to have—an incredible business partner, a thriving business, a great family—that's my passion now." Resources Mentioned: Book: Fanchise Your Franchise by Dave Mortensen & Chuck Runyon Website: 4PGuys.com (consulting, speaking, franchise advisory) Purpose Brands Portfolio: 9 franchise brands across fitness, nutrition, wellness, security Previous Books: (Two prior books from Dave & Chuck on franchising/business building) Tactical Takeaways: For Businesses Considering Franchising: Don't franchise until you've proven the model across 3-5 locations minimum Document every system in written playbooks before selling franchise #1 Select franchisees based on mission alignment, not just capital For Existing Franchisors: Audit: Are you franchising a mission or just a business model? Ask: Would franchisees' employees tattoo your brand? If not, why not? Implement: Customer service standards as action words (like Purpose Brands' PLEASE framework) For Corporate Multi-Location Leaders: Steal the franchise playbook approach even if you're not franchising Create "write it down" culture so anyone can execute without you present Hire the Dave/Chuck complement—balance technical passion with business acumen Why This Matters: Most franchisors struggle to maintain culture past 50 locations. Purpose Brands maintains it across 7,000 locations in 50 countries—and has franchisees' employees tattooing the brand voluntarily. The difference? They don't franchise businesses. They franchise missions. They don't sell territories. They recruit believers. They don't manage franchisees. They empower fans. This interview reveals the exact systems, mindsets, and frameworks that create "Fanchises" instead of franchises. Ready to franchise your business the right way—or scale your existing franchise culture? This episode is your playbook. Links: Fanchise Your Franchise, The Book:  fanchiseyourfranchise.com Contact Dave at 4PGuys.com Purpose Brands:  https://www.purposebrands.com/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Chapters: 00:00 Introduction to Purpose Brands and Dave Mortensen 04:11 The Journey of Anytime Fitness 09:35 Building a Franchise System 14:14 Defining Culture and Values 18:46 Connecting Head and Heart in Leadership 21:26 The Entrepreneur vs. Franchisee Mindset 25:42 Benefits of the Franchise Model 26:03 Building a Consistent Franchise System 26:57 The Evolution of Franchise Partnerships 27:31 Defining a Franchise: Passion and Purpose 29:27 The Importance of Emotional Investment in Business 30:44 Identifying the Right People for Your Business 31:28 Key Traits for Successful Team Members 34:06 The Three Golden Rules of Partnership 37:44 Leading Through Crisis: Lessons Learned 46:14 Finding Passion vs. Skill in Business 50:23 Helping Others Create Their Franchise Success 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 Are your rising customer acquisition costs eating into profits while your NPS surveys gather dust? Discover Earned Sales Growth (ESG)—the game-changing customer experience metric that tracks how much revenue comes from customers you've earned through loyalty and referrals versus customers you've bought through advertising. In this episode of the Customer Service Revolution podcast, customer experience expert John DiJulius reveals why traditional surveys are broken (response rates now in single digits) and introduces the Return on Experience (ROX) Dashboard—a proven system that directly links CX investments to measurable revenue growth. What You'll Learn: Why NPS is failing: Survey fatigue has crashed response rates, and founder Fred Reichheld now advocates for Earned Growth Rate instead The ESG formula: How to calculate what percentage of your revenue comes from repeat customers and referrals vs. paid advertising Real results: How injury attorney firm Carter Mario increased earned growth from 30% to 68% in 5 years—slashing advertising costs by half Hot vs. cold leads: Why referred customers (hot leads) close faster, spend more, and have zero price sensitivity compared to ad-driven prospects Implementation guide: The CRM requirements and tracking systems needed to measure ESG by department, location, and individual employee The 3-lead framework: Understanding cold (outbound), warm (ad-driven), and hot (referral) customers and their dramatically different close rates Key Takeaways: "Discount is the tax you pay for having an average experience. Are you a coupon away from losing your customers?" - John DiJulius Companies spending 6-7% of revenue on advertising could cut that to 3.5% by focusing on earned growth Top customer experience companies consistently outperform the S&P 500 in stock performance Every employee should know their personal ESG score and be held accountable to it ESG works across industries—even businesses without repeat customers (injury attorneys, funeral homes, car dealers) can leverage referrals Perfect For: Customer Experience Directors and VPs Chief Customer Officers Marketing leaders tired of rising CAC CEOs and CFOs seeking measurable CX ROI B2B and B2C service businesses with CRM systems Featured Resources: Customer Experience Executive Academy (CXEA) 12-month certification program Return on Experience (ROX) Dashboard framework ROX Template Interview with Fred Reichheld on "Winning on Purpose" Carter Mario personal injury attorney case study Stop measuring intent. Start measuring impact. Learn how to build a business that compounds in equity, not effort, by tracking the one metric that proves your customer experience is actually working. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   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: Want your frontline employees to consistently deliver wow moments—not just when they feel like it? Discover the proven DiJulius Group methodology that transforms random acts of kindness into designed, trained, and repeatable customer experiences that build emotional connection and loyalty at scale. In this episode of the Customer Service Revolution podcast, customer experience expert John DiJulius breaks down the four-pillar system world-class organizations use to eliminate "employee roulette" and create signature experiences customers can't stop talking about. What You'll Learn: Service Aptitude: How to train teams to read customer cues and recognize wow opportunities—even when customers don't explicitly ask for help (why "fine" is the F-bomb of customer service) Secret Service Systems: Hidden intelligence tools that make every customer feel like a VIP, from color-coded appointment books to the "white cape vs. black cape" technique used in John Robert's Spa for 30+ years Zero Risk Service Recovery: The fastest way to earn loyalty isn't delight—it's removing uncertainty through communication, clarity, and ownership (includes the Service Recovery Paradox research) Non-Negotiable Standards: How to turn wow behaviors into journey-mapped touch points that don't depend on superstar employees Real-World Examples Featured: The $15,000 Painter Story: How one contractor earned a lifetime referral by taking down a Christmas tree, switching out a damaged bedpost, and cleaning up so well "you couldn't tell he was there" at 5pm each day—proof that wow moments don't have to be expensive The Concierge Doctor Paradox: Why a 4-month wait for primary care appointments is driving patients back to premium concierge services (and what that teaches about making price irrelevant) The $4 Airline Snack Fail: When a flight attendant argued with a frequent flyer over a declined card instead of just giving him the item—a masterclass in missing the wow moment Key Frameworks & Systems: The LEAST Service Recovery Method: Listen Empathize Apologize Solve Thank The 80-20 Rule for Service Defects: 80% of problems happen in 20% of areas—train intensely on those bottlenecks first FORD Intelligence System: Track Family, Occupation, Recreation, Dreams to personalize every interaction The Three-Stage Journey Map Structure: Service Defects: What frustrates customers (don't do this) Non-Negotiable Standards: Operational + experiential musts (do this every time) Above & Beyond Opportunities: Pattern recognition moments (do this when it presents itself) Critical Insights: "The customer may complain about what went wrong, they're gonna rave about how well we handled it." - John DiJulius The Service Recovery Paradox: Companies that drop the ball and pick it up create MORE loyalty than never dropping it at all Employee roulette is the #1 killer of customer experience—your experience shouldn't depend on which employee someone gets Policy-driven cultures create employee paranoia and customer frustration—empowerment drives both morale and revenue Wow moments work in ANY industry, even ones without repeat customers (injury attorneys, funeral homes, basement waterproofing) Discount is the tax you pay for an average experience—make the experience so good that price becomes irrelevant Perfect For: Customer Experience Directors training frontline teams Contact center managers reducing complaint volume Retail and hospitality leaders eliminating employee roulette Service business owners wanting more referrals Anyone trying to scale personalization without adding headcount Tactical Implementation Guide: Start Tomorrow: Pick ONE stage of your customer journey and improve it this week. Focus on: The greeting (eye contact, enthusiastic greeting, ear-to-ear smile, engage, educate) Using customer names twice per interaction Asking "Is there anything else I can do for you today, Ms. [Name]?" Weekly Cadence: Send 2-5 minute micro-learning videos every Wednesday covering service aptitude, secret service, zero risk, or celebrating employee above-and-beyond stories (creates positive FOMO) Celebrate Above & Beyond: When employees deliver wow moments, share stories company-wide to reinforce behavior AND inspire others Featured Resources: Experience Revolution Membership (March 9th workshop: Breaking Down Silos) Customer Experience Executive Academy (CXEA) 12-month certification The Five E's: Eye contact, Enthusiastic greet, Ear-to-ear smile, Engage, Educate Stop hoping your people deliver great experiences. Start building systems that make it normal. Learn how to coach service aptitude, implement secret service, deliver zero risk, and turn wow behaviors into non-negotiable standards that create raving fans. Schedule your free strategy call here Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   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 five essential customer experience strategies for 2026. They explore the concept of a customer service recession, the importance of hiring for service aptitude, the effectiveness of micro learning in training, the need to rethink customer feedback mechanisms, and the critical connection between employee experience and customer experience. They also touch on the role of AI in enhancing customer interactions while maintaining the human element. The conversation emphasizes actionable strategies for leaders to create loyalty and improve service without relying on discounts or gimmicks. Takeaways: Companies must build measurable, coachable, and consistent customer experience strategies. The customer service recession presents an opportunity for competitive advantage. Hiring for service aptitude is more important than ever due to declining soft skills. Micro learning is an effective way to reinforce training and improve retention. Surveys are becoming less effective; businesses should measure actual customer behavior instead. Employee experience directly impacts customer experience; leaders must prioritize both. Recognition and appreciation are crucial for employee retention. Investing in learning and development increases employee loyalty. AI can enhance efficiency but should not replace human interaction in customer service. Leaders should focus on fixing broken promises in their service delivery. Chapters: 00:00Navigating the Customer Service Recession 07:00Hiring for Service Aptitude 16:18Micro Learning: The Future of Training 23:01Rethinking Customer Feedback 30:58The Employee Experience Connection 41:07AI's Role in Customer Experience Links: Interview Questions: https://thedijuliusgroup.com/interview-questions-2/ Micro-learning example 1 https://www.youtube.com/shorts/c4NU69YcPz8?feature=share Micro-learning example 2 https://www.youtube.com/shorts/NgpJXbGonpc?feature=share Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   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 concept of being in the 'certainty business.' They explore how uncertainty is a major source of anxiety for both customers and employees, and how organizations often neglect the human side of communication in favor of technical skills. John emphasizes the importance of providing certainty to build trust and improve customer and employee experiences. The conversation also covers practical strategies for leaders to communicate effectively during uncertain times, ensuring that updates are provided consistently, even when there is no new information to share. Takeaways: Uncertainty is a major source of anxiety in life and business. Organizations focus too much on technical skills and neglect empathy and communication. Providing certainty can build trust with customers and employees. Communication should be frequent, even when there is no new information. Leaders must communicate clearly during times of uncertainty. Bad news should be communicated early and with empathy. Updates can significantly reduce anxiety for customers and employees. Companies like Amazon excel in providing certainty through communication. Training should include a balance of technical skills and soft skills. The best brands deliver certainty, not just products or services. Chapters: 00:00The Certainty Business: Understanding Uncertainty 15:48Practical Applications of Certainty in Business 21:04Leadership and Communication During Uncertainty 24:19Key Takeaways for Reducing Uncertainty Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   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 of Inside The Wolf's Den, hosts Shawn and Joni Wolfswinkel sit down with John DiJulius, the President and Chief Revolution Officer of The DiJulius Group, a renowned authority on customer experience. A celebrated author, podcaster, and entrepreneur, John shares his relentless pursuit of hospitality excellence and how his proprietary X-Commandment methodology can systematize service across any industry. His ideas are known for being brilliantly simple, instantly actionable, and world-class in their impact. Shawn and Joni guide a candid conversation that unpacks John's origin story and relentless vision: a culture-first approach where “Great customer experiences start with a great internal culture.” They explore how a strong internal culture becomes the operating system for extraordinary customer experiences, and they unpack what constitutes a genuine “wow” moment. The discussion then pivots to The Customer Experience Playbook, emphasizing the powerful link between employee experience and customer outcomes: “Treat your people well and your customers will feel it.” Listeners will hear concrete examples of how investing in people yields measurable results in hospitality, as well as practical diagnostics for identifying the most important customer experience levers in today's landscape. Whether you're leading a team, launching a customer-centric business, or simply obsessed with elevating everyday service, this episode delivers clear, repeatable insights designed to disrupt complacency and spark innovative thinking about what's possible in customer experience. The DiJulius Group Website Link: https://thedijuliusgroup.com Facebook Link: https://www.facebook.com/JohnDiJulius Instagram Link: https://www.instagram.com/johnrobertdijulius/?hl=en Email Link: info@thedijuliusgroup.com YouTube Link: https://youtu.be/lu3vY_fLbAE

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the findings of a Wall Street Journal intelligence report on the impact of AI on customer experience. They explore the disconnect between AI's potential and its actual implementation in businesses, emphasizing the importance of emotional intelligence and human interaction in customer service. The conversation highlights cultural barriers to effective customer experience transformation and the need for a human-centric approach in the AI era. They also discuss how companies can innovate customer value by leveraging AI effectively. Takeaways: 93% of leaders say their customer experience is broken. AI is still in its infancy and needs careful implementation. Companies are chasing AI for efficiency but missing emotional connection. Cultural dysfunction is a major barrier to customer experience transformation. AI can personalize customer interactions but should not replace human touch. 76% of executives feel behind on AI transformation. Emotional intelligence is crucial in customer experience. AI should supplement, not replace, human interaction. Companies winning with AI are inventing new categories of customer value. A human-centric approach is essential in the AI era. Chapters: 00:00The State of Customer Experience and AI 03:43The Challenges of AI in Customer Experience 08:47Cultural Barriers in CX Transformation 14:03Emotional Intelligence in Customer Interactions 19:07The Human Element in AI Integration 24:21Innovating Customer Value with AI 29:13The Future of Customer Service and AI Links: The Experience Gap, AIs Imminent Impact on CX:  Code and Theory, Wall Street Journal Report Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   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, John DiJulius discusses the common misconceptions surrounding pricing and customer retention. He emphasizes that many businesses misdiagnose their issues as pricing problems when, in fact, the root cause often lies in the customer experience. Through various examples and case studies, John illustrates the importance of understanding customer needs, improving service quality, and focusing on key performance indicators to drive business growth. He also highlights the need for leaders to shift their mindset regarding pricing pressures and to prioritize delivering exceptional experiences to their customers. Takeaways: Price is often used as an excuse for business failures. Customer experience is crucial for retention and loyalty. Many companies misdiagnose retention issues as pricing problems. Understanding customer needs goes beyond just asking them. Key performance indicators should focus on what truly drives growth. The experience provided can justify higher prices. Leaders need to shift their mindset about pricing pressures. Effective communication with customers is essential for retention. Improving service quality can lead to increased sales and customer loyalty. Businesses should focus on earned growth rather than bought growth. Chapters: 00:00Introduction and Personal Updates 02:07Price Myth Busting: Understanding Customer Perception 07:27The Importance of Customer Experience in Retention 12:18Identifying Key Performance Indicators (KPIs) for Success 18:45Value vs. Price: The Customer Experience Perspective 23:44Mindset Shifts for Leaders Facing Pricing Pressure Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Blogs on Price Myths: https://thedijuliusgroup.com/4-price-myth-busters/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   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 six key areas that separate good companies from iconic brands. They explore the importance of physical experience, atmosphere, ease of doing business, technical excellence, operational details, and hospitality in creating customer evangelists. The conversation emphasizes the need for companies to excel in all areas to build brand loyalty and provide a seamless customer experience. John shares insights on how to audit these components and the significance of training employees in hospitality to enhance customer interactions. Takeways: To create customer evangelists, excel in six key areas. Physical experience often gets overlooked until it's a problem. Atmosphere can transform emotional connections to brands. Ease of doing business is crucial for customer satisfaction. Technical excellence should be a differentiator, not just a requirement. Operational details are often invisible but impactful. Hospitality is about how you make customers feel valued. Training for hospitality is often undervalued in organizations. Regular audits of customer experience components are essential. Improving one area can lead to quick wins in customer loyalty. Chapters: 00:00Introduction to Customer Experience Excellence 01:28The Six Key Areas of Customer Experience 04:13The Importance of Physical Experience 05:55Creating Atmosphere: The Emotional Connection 10:55Functional Ease: Making Business Simple 12:06Technical Excellence: Beyond Competence 13:39Operational Details: The Invisible Backbone 17:23The Role of Hospitality in Customer Experience 21:45Training for Hospitality: Bridging the Gap 24:49The Interconnectedness of the Six Components 30:17Auditing Customer Experience 32:19Quick Wins for Customer Loyalty 34:50Creating Customer Evangelists: The Challenge   This episode is sponsored by The Customer Experience Executive Academy.  Learn more here   Links: Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent! Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ 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 Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com 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, Denise Thompson and John DiJulius discuss the changing landscape of customer service, particularly focusing on Southwest Airlines. They explore how the airline, once a leader in customer satisfaction, is facing challenges due to management decisions prioritizing profits over customer experience. The conversation delves into the importance of employee engagement, the impact of negative cues in customer interactions, and the need for businesses to maintain a customer-centric approach to thrive in a competitive market. Takeways: Southwest Airlines was once a leader in customer service. The airline's profitability has declined due to management decisions. Happy employees lead to happy customers. Negative cues can significantly impact customer experience. The language used in customer interactions matters. Management's paranoia can lead to overly strict policies. Companies built on customer experience tend to outperform others. The tone of voice in customer service is crucial. Southwest's shift from open seating to assigned seating reflects broader industry trends. Customer service strategies must evolve to maintain relevance. Chapters: 00:00Introduction and Overview of Customer Service Revolution 02:00The Evolution of Southwest Airlines 04:18Profitability and Customer Experience 09:25Negative Cues in Customer Service 16:45Conclusion and Final Thoughts   This episode is sponsored by Fin.  Learn more at Fin.ai/csrevolution Links: Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent! Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ 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 Books:  https://thedijuliusgroup.com/shop/ Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com 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, John DiJulius and Denise Thompson delve into the art of becoming an indispensable business partner. Discover how to build trust and foster relationships that clients can't imagine living without. From the importance of loving what you do to the power of being a resource broker, learn actionable strategies to elevate your client partnerships. Tune in to explore the evolving ABCs of business and how to always be connecting in today's dynamic landscape. Takeaways: Tipping practices can create frustration for delivery workers. AI is reshaping the workforce, but human interaction remains essential. Boreout is a significant issue in remote work environments. Building strong client relationships is crucial for business success. Being a trusted partner means being committed to clients' success. Effective communication is key to maintaining employee engagement. AI can enhance efficiency but should not replace human connection. Understanding clients' goals can lead to better partnerships. Transparency in communication fosters trust with clients. The ABCs of business have shifted from closing deals to building connections. Chapters:   00:00Introduction and Summer Heat 00:48DoorDash Tipping Controversy 05:38AI Automation and Job Displacement 11:42Burnout vs. Boreout in the Workplace 15:39Engaging Employees in the Modern Workplace 16:57The Impact of AI on Jobs 17:56Creativity and Conversation in the Age of Technology 19:13Building Trust: The Bomb Shelter Concept 21:56Becoming an Indispensable Partner 23:48Transparency and Difficult Conversations 25:01Being a Resource Broker for Clients 26:27Educating vs. Selling: A New Approach 29:42Commitment to Client Success 31:52The Shift from Closing to Connecting   Links Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ 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 Books Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com 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.  

From Struggles to Success: John's Journey (Part 2) Summary This is the second half of the story From Struggles to Success:  John's Journey.  Part 1 can be found here, episode 213. (https://thedijuliusgroup.com/csr-213/). If you have not listened to the first half, we recommend starting there first.  This section picks up where John realizes he may never graduate from college. In this episode of the Customer Service Revolution podcast, John R. DiJulius III shares his journey from a challenging childhood to becoming a successful entrepreneur. He discusses the impact of his family dynamics, struggles in school, and the role of sports in shaping his character. John reflects on his experiences working at UPS, which became a turning point in his life, leading him to pursue college baseball and eventually entrepreneurship. He emphasizes the importance of hard work, luck, and giving back to the community through his initiative, Believe in Dreams.   Takeaways John struggled with college and faced academic probation. His realization about college was tied to marketability. Working at UPS changed his life and provided stability. He walked onto the baseball team despite previous struggles. John's GPA improved significantly, allowing him to play baseball. He learned valuable lessons from managing a baseball team. His entrepreneurial journey began with a desire to own a business. John emphasizes the importance of luck in his success. He founded Believe in Dreams to support disadvantaged youth. John reflects on the balance of luck and hard work in his life. Chapters Part 2 (episode 214) 00:00Academic Struggles and Realizations 01:32The Turning Point: A Job at UPS 06:17The Walk-On Experience: A New Opportunity 11:08The Journey to Graduation 15:33From UPS Driver to Entrepreneur 19:08The Impact of Luck and Hard Work 27:04Giving Back: Believe in Dreams 33:19eservice sign up.mp3   Links   Episode 192:  From UPS Driver to CX Authority. https://thedijuliusgroup.com/csr-192/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ 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 Books Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com 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.

Mastering the Art of Listening Summary In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson discuss the importance of listening in customer service and leadership. They explore recent trends in customer experience, the art of listening, and practical tips for improving listening skills. The conversation emphasizes curiosity, engagement, and the need for leaders to create an environment where everyone feels heard. They also touch on the concept of a 'reality distortion field' and how it can inspire teams to achieve the impossible. Takeaways Listening is a critical skill in customer service and leadership. Curiosity drives better conversations and deeper connections. Effective listening requires patience and the ability to let others finish their thoughts. Leaders should speak last to empower their teams and encourage open dialogue. Avoid multitasking during conversations to show respect and engagement. Asking probing questions enhances the quality of discussions. Listening like you're wrong can lead to better understanding and service recovery. Being a trampoline, not a sponge, fosters more engaging conversations. Everyone has a story that can provide valuable insights. Creating a reality distortion field can help teams achieve extraordinary results. Chapters 00:00Introduction to Customer Experience and DoorDash's New Policy 05:09The Art of Listening: Self-Assessment and Improvement 09:30Keys to Becoming a Great Listener 14:48The Difference Between Being a Sponge and a Trampoline 20:08Conversation Nevers and Always: Enhancing Listening Skills 22:15Understanding the Ford Concept 23:13The Impact of Call Waiting on Communication 24:41The Importance of Speaking Last in Meetings 29:22The Art of Listening and Its Challenges 38:06Living an Extraordinary Life through Curiosity Links Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ 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 Books   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.  

Day in the life Summary In this episode, Denise Thompson and John DiJulius discuss various themes surrounding age, happiness, and the importance of kindness in society. They delve into the findings of the World Happiness Report, highlighting the decline in happiness in the US and the specific struggles faced by young adults. The conversation shifts to the significance of empathy and compassion in customer service, emphasizing the need for organizations to understand their customers better. John introduces the concept of 'Day in the Life' videos as a tool to foster empathy among employees and improve customer interactions. The episode concludes with insights on workshops and resources available for enhancing customer experience. Takeaways The US is experiencing a kindness recession, impacting overall happiness. Young adults in the US report the lowest levels of happiness. Empathy and compassion are essential in customer service interactions. 'Day in the Life' videos can help employees understand customer experiences better. Creating empathy within organizations can lead to improved customer service. Workshops can provide actionable strategies for enhancing customer experience. Understanding customer avatars is crucial for effective service delivery. The importance of personal connections in business interactions cannot be overstated. Purpose-driven work is increasingly important for younger generations. Chapters 00:00Celebrating Milestones and Reflections on Age 03:10The World Happiness Report and Kindness Recession 04:56Understanding Young Adults' Happiness Crisis 07:13The Importance of Kindness and Compassion 09:21Creating Empathy Through 'Day in the Life' Videos 14:47Implementing Empathy in Customer Interactions 19:27Crafting Effective 'Day in the Life' Videos 24:13Using Videos for Training and Recruitment 28:26Upcoming Workshops and Resources 31:07CSR_ShowClose.mp3   Links Day in the Life Template:  https://thedijuliusgroup.com/wp-content/uploads/2025/07/Day-in-the-Life-Template.xlsx Day in the Life Example:  https://www.youtube.com/watch?v=erbjQ7VF4mU Contacts to create Day in the Life Video:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ 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 Books   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, John DiJulius discusses the importance of the Customer Experience Action Statement and its role in transforming organizational culture. He explains how this statement serves as a guiding principle for employees in their interactions with customers, emphasizing the need for actionable and measurable goals. The conversation delves into the structure of the statement, the three pillars that support it, and provides examples from various organizations. John also highlights the significance of sustaining the action statement over time and the role of kindness in enhancing customer experiences. Takeaways The Customer Experience Action Statement is crucial for employee engagement. It should be actionable and measurable for effective implementation. The three pillars of the action statement are expertise, human interaction, and above and beyond service. Creating a customer experience action statement involves collaboration and clarity. Sustaining the action statement requires ongoing training and reminders. Kindness plays a vital role in customer interactions and overall experience. Companies should focus on making every moment matter for their customers. The action statement should be visible to employees but not advertised to customers. Regularly refreshing the action statement keeps it top of mind for employees. Customer experience is a continuous journey, not a one-time initiative. Chapters 00:00Introduction to Customer Experience Revolution 01:56Understanding the Customer Experience Action Statement 06:52The Structure of the Customer Experience Action Statement 11:02Examples of Effective Customer Experience Action Statements 16:13Implementing and Sustaining the Action Statement 20:53The Importance of Keeping It Top of Mind 24:44Final Thoughts on Kindness and Customer Experience   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/ 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/ Books   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, John DiJulius discusses the critical importance of human experience in business, emphasizing that while technology can enhance service, it cannot replace the unique value of personal interactions. He introduces the concept of URX (You Are the Experience) and highlights the decline of people skills across generations, particularly among younger employees who are often 'relationship disadvantaged' due to their upbringing in a digital world. DiJulius advocates for businesses to prioritize training in connection skills and to foster a culture that values meaningful relationships, both internally among employees and externally with customers. In this episode, John DiJulius III and Denise Thompson explore the importance of curiosity in conversations, the significance of personal touches in business relationships, and the philosophy of pursuing greatness. They discuss how focusing on others, listening actively, and finding gifts in every interaction can lead to stronger connections and greater success in both personal and professional realms. Takeaways URX stands for 'You Are the Experience' and emphasizes the importance of employee engagement. Technology is easily replicable, but the human experience is unique to each business. Companies must prioritize training in people skills for all generations. Younger generations are often 'relationship disadvantaged' due to technology. In-person interactions are crucial for developing people skills. Loneliness affects all generations, not just the young. Social media contributes to a decline in real-life social skills. Employers play a key role in teaching connection skills to employees. The Ford method (Family, Occupation, Recreation, Dreams) helps build rapport. Making meaningful connections can significantly impact personal and professional lives. Focus on the other person to build rapport. Curiosity is key in conversations. Listening is more important than talking. Personal touches can enhance business relationships. Gifts in conversations can strengthen connections. Pay attention to details shared by others. Interrupting can hinder effective communication. Avoid stealing someone's thunder in conversations. Pursuing greatness requires more than just doing your best. Achieving greatness is a continuous journey. Chapters 00:00The Importance of Experience in Business 04:07Building Relationships in the Workplace 09:52The Impact of Technology on People Skills 15:02Teaching Connection Skills in the Workplace 27:35The Journey to Career Choices 30:55The Art of Curiosity in Conversations 34:52Incorporating Personal Touch in Business 38:19Finding Gifts in Every Conversation 42:13The Philosophy of Pursuing Greatness   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/ 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, John DiJulius and Denise Thompson discuss the importance of transforming negative experiences into positive ones in customer service. They explore the concept of the Customer Bill of Rights, emphasizing the significance of consistency in service delivery. The conversation delves into the 'nevers and always' framework, which helps businesses establish clear expectations for customer interactions. John shares practical examples and insights on how to implement these principles effectively to enhance customer satisfaction and loyalty. In this conversation, John DiJulius III and Denise Thompson discuss the critical aspects of customer service, emphasizing the importance of consistency, transparency, and professionalism in interactions. They explore how to effectively roll out service standards, maintain awareness among employees, and create a positive work environment. The discussion also touches on the significance of living an extraordinary life and how personal habits impact professional responsibilities. Takeaways Turning a negative into a positive is crucial for customer experience. Inconsistency is the enemy of great customer service. The Customer Bill of Rights outlines what businesses should never or always do. Nevers and always help reduce employee and location roulette. Customer experiences should not depend on which employee a customer interacts with. Oversharing can negatively impact customer perceptions. Employees must remember they are always 'on stage' when interacting with customers. Clear communication is essential to avoid misunderstandings in service expectations. Businesses should focus on what they can do for customers, not what they can't. Creating a positive customer experience requires a commitment to service excellence. Consistency in customer interactions is crucial for service excellence. Transparency in communication fosters trust with customers. Establishing clear professional standards helps employees understand expectations. Mastering the basics of customer service can significantly improve experiences. Rolling out service standards requires context and engagement from employees. Maintaining awareness of service standards is essential for long-term success. Creating a fun work environment encourages adherence to service standards. Living an extraordinary life impacts not only personal well-being but also professional responsibilities. Habits play a significant role in shaping our actions and outcomes. Engaging employees in the training process enhances retention of service standards. Chapters 00:00Introduction and Personal Updates 02:06Turning Negatives into Positives in Customer Experience 10:07Understanding the Customer Bill of Rights 17:47Implementing Nevers and Always in Customer Service 25:33The Importance of Consistency in Customer Interaction 28:10Transparency and Communication in Service 29:05Establishing Professional Standards 30:36The Power of Basics in Customer Service 32:21Rolling Out Service Standards Effectively 35:51Maintaining Awareness of Service Standards 39:50Creating a Fun and Engaging Work Environment 42:49Living an Extraordinary Life and Its Impact   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/

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.

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.