Customer Service Revolution

John Dijulius

Customer service, done right, can be your company’s single, biggest, competitive advantage. Join Customer Service Authority and best-selling author, John DiJulius, as he interviews leaders who are revolutionizing their industries. Hear their successes, and sometimes failures, that built best practices for exceeding expectations and gaining market share. Plus learn how these practices can be applied to your B2B or B2C business. Each episode provides CEOs, CXOs, COOs, CMOs, CHROs and other customer experience leaders with actionable tips to create a culture that produces referrals, loyalty and rave reviews from employees and customers. It’s not a podcast. It’s a movement. The Customer Service Revolution is a radical overthrow of conventional business mentality designed to transform what customers and employees experience. If you’re a revolutionary customer service leader ready to stop competing on price and obsessed with building a brand that people cannot live without, and, this podcast is for you!

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Best episodes

Top 10 Customer Service Revolution Episodes

Best episodes ranked by Goodpods Users most listened

010: Becoming a Virtuoso with Mike Rayburn

Customer Service Revolution

07/01/20 • 44 min

Dave Murray talks with Mike Rayburn – a guitar virtuoso, a wonderful comedian, and an awesome motivational speaker. Combine these three amazing talents and what you get is a keynote artist.

Mike is a Hall of Fame speaker. He has given two TEDx Talks and has headlined at Carnegie Hall as a musician. Instead of using PowerPoint in his keynote presentations, he uses guitar and comedy to make things more impactful, fun, and engaging.

Today, Mike talks about creating that space for your vision to flourish by adopting the concept of “what if” mentality and striving to become a virtuoso in whatever field you choose.

In this episode, you will hear:

Why you need to pay attention to hecklers
The “what if” mindset and how to apply it during challenging times
How to become a virtuoso
What significance over success means
Tips for staying fit

Resources mentioned:

The DiJulius Group: https://thedijuliusgroup.com/

Watch Mike Rayburn’s TEDx Talks:

I Know I Can't, But What if I Could?: https://www.youtube.com/watch?v=TcUaMo1DxkY
Become a Virtuoso: https://www.youtube.com/watch?v=4dY-09TeZRk

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EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.

Find out more at https://emeraldcitypro.com

07/01/20 • 44 min

009: Making Customer Experience Your Best Marketing Strategy with Dan Gingiss

Customer Service Revolution

06/24/20 • 51 min

In this episode, Dave Murray talks with Dan Gingiss, speaker, consultant, and the author of Winning at Social Customer Care. He also co-hosts Experience This! Podcast.

Dan has a 20-year experience in Corporate America, mostly as a marketer, and eventually as a customer experience guy. He worked at large companies such as McDonald's, Discover, and Humana as well as some smaller startup companies. Dan has served different roles throughout his career.

Dan has been in the same chairs of the people he talks to, which is what he believes has made him a better speaker and consultant. Dan will also be on the main stage of the Customer Service Revolution Conference on October 7-8, 2020 in Cleveland, Ohio.

In this episode, you will hear:

Finding that “one thing” when attending conferences
How to address customer pain points
How to get rid of the “gamers” without affecting the rest of your customers
How remarkable customer experience can become your best marketing tool
Why a final impression is just as critical as the first
How you can win at social customer care
Journey mapping best practices
How to find employees who possess empathy
Why you need to hire employees who have good writing skills
How businesses can respond to the COVID-19 pandemic from a customer experience lens

Resources mentioned:

The DiJulius Group

Dan’s book, Winning at Social Customer Care

Experience This! Podcast: https://www.experiencethisshow.com/

Experience This! Podcast Episode 94: The COVID-19 Experience: https://www.experiencethisshow.com/episode-94-the-covid-19-experience/

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

Find out more at https://emeraldcitypro.com

06/24/20 • 51 min

008: The Guide to a World-Class Customer Service Experience with Craig Russell

Customer Service Revolution

06/17/20 • 40 min

Today's guest is Craig Russell, a senior executive who has worked with top brands including Starbucks, Red Robin, Seattle's Best, and Restaurants Unlimited.

Craig is the embodiment of world-class customer service.

It isn’t something you strive to achieve in two or three years. Otherwise, it’s going to be a painful three-year journey.

Rather, it’s a decision you have to presently make – to do world-class things, to act world-class, and to be world-class.

In this episode, you will hear:

Why there’s no ribbon-cutting ceremony to be world-class
Behavioral change in soft skills vs. execution skills
How to empower your frontline with zero risks
The need to marry digital technology with human interaction

Resources mentioned:

Find out more about Craig Russell on Novus Coffee Imports or email him at craig@russell360.com for consulting and advising.

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

Find out more at https://emeraldcitypro.com

06/17/20 • 40 min

007: Giving a World-Class Employee and Customer Experience with Mike and Tina Hodges

Customer Service Revolution

06/10/20 • 51 min

How much of your focus as a company is on employee experience?

When you build a world-class internal culture, what's experienced on the inside will be experienced on the outside.

Be world-class to your employees and they will give that to your customers.

Today’s guests are leaders and visionaries, Mike and Tina Hodges, who are a living testament to this. They started their financial services company, Advance Financial, back in 1996.

With headquarters in Nashville, Tennessee, they currently operate in more than 100 locations throughout Tennessee and with more than 1,000 employees. They also offer online services in multiple states across the country.

Advance Financial is in the Inc 500 list of the fastest-growing private companies in the country for the seventh year in a row. It's the 4th fastest-growing company in Nashville and it’s included in the Forbes 2018 list of Best Employers for New Graduates.

In this episode, you will hear:

What a customer experience role in your company looks like
How you can give world-class employee experience
How employee and customer experience affects the company culture
How to be better each year in terms of customer service
Tips for hiring the right candidates

Resources mentioned:

Advance Financial

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

Find out more at https://emeraldcitypro.com

06/10/20 • 51 min

006: Walking Through Fire for Your People with Jim McManemon

Customer Service Revolution

06/03/20 • 45 min

In this highly competitive world of business, price and quality can only bring you so far.

What will then set you apart?

Genuine customer care = highest customer satisfaction

But that can only be achieved under a strong banner of leadership.

Today's guest is Ritz-Carlton royalty, Jim McManemon.

A veteran in the hospitality industry, Jim has been working with The Ritz-Carlton Hotel Company for almost 30 years now. His remarkable leadership is indubitable that his managed properties have instantly become Five-Diamond! Currently, he is the Managing Director of the Ritz-Carlton Naples, Florida Resorts.

Jim’s people are willing to walk through fire for him because he has walked through fire for them.

Are you willing to do the same?

In this episode, you will hear:

How to see through a candidate’s interview game face
Tips for the selection process
Empowering your team to correct mistakes and re-win guests over
The power of rewarding and recognizing employees
The secret to great leadership

Resources mentioned:

Ritz-Carlton Naples, Florida Resorts

***

Episode Credits

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

Find out more at https://emeraldcitypro.com

06/03/20 • 45 min

005: How to Be the ONLY in Your Industry with Jesse Cole

Customer Service Revolution

05/27/20 • 40 min

What makes you stand out from the rest in your industry?

It can't just be the price. It can't just be the product.

Think fans first.

Think not just customer experience – but remarkable customer experience.

But what kind of experience would make you different?

How do you keep your customers wanting more?

Today, Jesse Cole, also known as The Yellow Tux Guy, shares about how to create a remarkable experience for your customers each time – so that you can become the ONLY in your industry!

Jesse Cole is the founder of Fans First Entertainment and owner of The Savannah Bananas, a college baseball team that has sold out every game for three straight seasons. They even have a waiting list for thousands of tickets!

In this episode, you will hear:

Factors that can improve performance
The most powerful marketing tool there is
What makes you the ONLY
How to create those “you wouldn’t believe” moments
How to be someone’s favorite rather than being the best

Resources mentioned:

Find Your Yellow Tux: How to Be Successful by Standing Out

Have a blast watching these Savannah Banana videos!

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

Find out more at https://emeraldcitypro.com

05/27/20 • 40 min

004: The Three-Tiered Approach to Leadership with Alden Mills

Customer Service Revolution

05/20/20 • 34 min

Are you and your organization really focused on leadership, or are you too focused on the byproducts of leadership?

In times of crisis where there’s too much uncertainty, where do you stand as a leader?

In this episode, Dave Murray from The DiJulius Group chats with Alden Mills, a nationally recognized rower turned Navy SEAL turned entrepreneur.

His first company was hugely successful, having been recognized by Inc magazine as an Inc 500 CEO in that group. He is also an author of Be Unstoppable: The 8 Essential Actions to Succeed, and Unstoppable Teams, which is about leadership and culture.

Today, Alden Mills shares with us the three-tiered approach to leadership, the biggest obstacle organizations are facing today in terms of leadership, why you need to focus on leading yourself first before leading your team, and what true leadership is really about.

In this episode, you will hear:

The success of his book Be Unstoppable
The three-tiered approach to leadership
3 Stepping stones that help you get to where you need to be as a leader
How to tackle uncertainty as a leader
The CARES model and the 4 C’s of care

Resources mentioned:

The DiJulius Group

Alden Mills’ books:

Be Unstoppable: The 8 Essential Actions to Succeed

U nstoppable Teams

***

Episode Credits

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

Find out more at https://emeraldcitypro.com

05/20/20 • 34 min

003: How to Lead in a Crisis

Customer Service Revolution

05/13/20 • 52 min

In times of adversity and change, we discover who we are and what we're made of. As the saying goes, "Tough times don't build character. They reveal it."

How you lead right now says so much about you as a leader. You have to set the tone for your entire organization. You have to be that person to fight, overcome the odds, and be the one that people can look to and rely on.

You need to rise to the occasion and show confidence to your customers, your employees, your vendors, and your family – everyone! What you think about, you bring about. What you say, you start believing yourself. You've got to be there for others.

In today’s episode, I talk about how to lead in a crisis.

We need to appreciate the anxiety and stress all our employees, fellow leaders, vendors, customers, and neighbors are all having during these times. Morale is bound to be low and so we all need to do our best to reduce that fear and anxiety.

My favorite word? Encourage. It means to put courage in others that they feel they can do anything. And this is what I hope for you to learn from this episode.

In this episode, you will hear:

The 4 primary areas of leading in crisis
How to be a great leader today
Building and owning the relationships by knowing your customers’ FORD
How to put customer experience and employee experience on center stage
Why recession is a horrible thing to waste
The importance of consuming positive information

Resources mentioned:

The DiJulius Group

The Incredible Opportunities Out of the Coronavirus Crisis in Your Personal Life

YouTube: DiJulius Group

Book: The Relationship Economy: Building Stronger Customer Connections in the Digital Age

TEDx Talk: Meet as Strangers Leave as Friends

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

Find out more at https://emeraldcitypro.com

05/13/20 • 52 min

002: Opportunities in Adversity

Customer Service Revolution

05/06/20 • 6 min

Today, I want to talk about the incredible opportunities that can come from the COVID-19 crisis in our personal lives.

Constantly checking news headlines and social media during times like this can become an unhealthy addiction. This can add to your stress and fear that would only negatively impact your health.

Instead, look at the opportunities and the blessings many of us have.

Discover ideas and exercises you can do with your family at home to make the most out of this blessing we all have today – which is the gift of time.

Enjoy these opportunities because soon enough, we will be back to our crazy worlds...

And we will actually be missing this time that we had with our loved ones!

In this episode, you will hear:

Ideas to connect with your family and loved ones
The joy of helping other families affected by this crisis
Personal development best practices

Family activities you can start doing today:

Resources mentioned:

The DiJulius Group

***

Episode Credits

If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.

Find out more at https://emeraldcitypro.com

05/06/20 • 6 min

011: Fostering Social Responsibility with DJ Santiago

Customer Service Revolution

07/08/20 • 61 min

Giving back to the community is not just about writing a check. Social service should be way more than that.

You have to get involved and find out what people with different backgrounds are like. And it starts with having those conversations.

In this episode of The Customer Service Revolution, John DiJulius interviews coach DJ Santiago, the Founder of Aspiring Athletes, about the need for companies and individuals to step up and address social inequality.

It isn't easy for Latin Americans to overcome the adversities that accompany the inner-city at-risk youth population. While many of his friends ended up in prison or dead, DJ found a way to beat insurmountable odds to become a professional athlete, successful business owner, and author.

Both John and DJ are board members of Believe in Dreams, a nonprofit organization that seeks to fulfill the dreams of disadvantaged children who have suffered traumatic hardships.

This is an inspiring story that we hope you enjoy!

Here are just a few takeaways: