Customer Service Revolution

We all have different answers to the question, “What is company culture?” Some say values. Others say purpose. However you define it, it encompasses behavior, knowledge, beliefs, and habits.

Great coaches motivate teams and maximize their performance - both on the field and in the workplace. Learn how to cultivate a coaching culture in your organization by changing the leadership playbook to one that empowers and engages coaches and their teams.

Brittni Walker is a Certified Customer eXperience Executive and is the Director of Customer and Employee Experience at Advance Financial, where she’s worked for the last ten years. She began her tenure as a Customer and Employee Affairs Coordinator and quickly advanced to the management level. In 2018, she took her skills to the next level by earning her Customer eXperience Certification from the Customer eXperience Executive Academy. She is also a Customer Experience Consultant for The DiJulius Group.

This episode is from a presentation presented by Brittni at the Customer Service Revolution Conference in Cleveland on November 7th, 2022. She explains why leadership means having a coaching culture. It all begins with building rapport with your team. You’ll hear the four main takeaways she wants you to remember from this session, along with some recommended reading.

Here are just a few takeaways:

• How to define company culture
• Why 47% of employees leave companies because of engagement and culture
• Why culture reflects leadership
• Losing an employee costs a company about 33% of the employee’s salary
• Why company surveys may do more harm than good
• Energy givers are coaches, while energy suckers are bad managers
• Why you should be cheering for your team members and helping them achieve their goals
• How building rapport with your team creates trust and engagement
• Why listening is the key to communication
• Asking questions help shape conversations to create an outcome
• Guidance can lead your employees to success
• Brittni’s recommended reading

Resources mentioned:

www.thedijuliusgroup.com

How’s the Culture in Your Kingdom? Book

The Energy Bus book

The High 5 Habit book

The Relationship Economy book

The Customer Service Revolution Podcast

The 2023 Customer Service Revolution Conference

Customer Experience Executive Academy

Customer Experience Executive Online Academy

*** EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Creating actionable marketing strategies and ideas can make all the difference in getting your business noticed. But not all marketing is created equally, so you have to know what types apply to your particular enterprise.

Today, digital marketing is what most people think of when they think about marketing. It includes social media platforms, email marketing campaigns, and even display ads on websites like CNN or Fox News.

In this episode of The Customer Service Revolution, John welcomes guest Anthony Milia, owner of the award-winning digital marketing firm Milia Marketing in Cleveland, Ohio, and bestselling author of the book Marketing Magnifier. Anthony helps small- and medium-sized businesses get the best ROI for their marketing investment by shedding light on their sales and marketing challenges, helping them raise the bar, and setting the standard in digital marketing performance.

Anthony reveals his secret to finding the right marketing recipe for businesses. Additionally, you’ll hear what makes his book stand out from other marketing books, how to determine where your marketing dollars should go, and the tools he recommends you have to improve or add to your marketing tech stack.

Here are just a few takeaways:

• What Anthony’s book is about and what business owners can learn about marketing from his writing
• The various forms of digital marketing and the role of ads in search engine optimization (SEO) for localized advertising
• What remarketing and retargeting are, and how display ads work
• How Anthony helps the client determine where their marketing dollars should go and the differences between B2C and B2B marketing
• Some of the mistakes business leaders make with marketing
• The tools he recommends businesses add to improve or add to their marketing tech stack

Resources mentioned:

www.thedijuliusgroup.com

Purchase Marketing Magnifier on Amazon or listen on AudibleWebsite: Miliamarketing.comLinkedIn: https://www.linkedin.com/in/anthonymilia/

CallRail: https://www.callrail.com/

The Customer Service Revolution Podcast

The 2023 Customer Service Revolution Conference

Customer Experience Executive Academy

Customer Experience Executive Online Academy

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EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

If you’re paying attention, you can find examples of leadership skills almost anywhere in life. From playing football to working in a corporate environment, good leaders stand out and inspire those around them to follow their lead.

What makes a good leader? What skills do they have that make them someone worthy of looking up to? One fundamental characteristic is that they know how to make decisions and move forward without regret.

In this episode of The Customer Service Revolution, John welcomes Admiral Thomas Lynch to talk about what he learned during his time in the Navy about leadership as well as his time on the football field. After a decorated 32-year career in the Navy, Admiral Lynch retired to work in the private sector as a senior-level executive for multiple large corporations. He also serves as Co-Chairman of the NewDay USA Foundation.

Admiral Lynch’s extensive experience both in the military and Corporate America gives him a unique perspective on leadership and what creates a great leader. You don’t want to miss his advice for people who want to become leaders both at work and at home.

Here are just a few takeaways:

• Admiral Lynch’s background as a career Naval officer, football player, and in corporate America
• The impact of the Navy on his life and what “shipmate self” means
• What NewDay USA is and Admiral Lynch’s involvement with it
• His relationship with Roger Staubach and what made Roger an excellent example of leadership
• How leaders can be trained to have an army of employees who will do whatever it takes to help reach their goal
• Applying ship, shipmate, and self to your family
• Admiral Lynch’s advice for people who want to become more selfless

Resources mentioned:

www.thedijuliusgroup.com

thedijuliusgroup.com/the-customer-service-revolution-podcast

customerservicerevolution.com

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/cx-executive-academy-online

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers are looking for superior products and services wrapped in a compelling experience that makes them feel better about themselves. Those brands are a status symbol of a lifestyle. They offer customers emotional affirmation and an affordable luxury that says, “if I buy this, I will be hipper, more attractive, more intelligent, and more popular.”

You will learn:

• Many times when a customer complains about the price it isn't because they were not willing to pay for it; it is because the experience didn't warrant it.
• Why discounting your prices is just a race to the bottom.
• Why it's a major mistake to allow cheap imitators to appear as your competition by reducing your prices.
• How to deliver an experience epiphany for your clients.

Resources mentioned:

The Customer Service Revolution Podcast

Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH

If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.

***

EPISODE CREDITS:

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

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

Find out more at https://emeraldcitypro.com

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.”

On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone's day and the subtle nuances that turn a service mishap into a triumph. John and Tom’s discussion covers the revitalization of Wilson, Arkansas, all the way to the deep connections forged by personal touches in customer interactions.

Tom Smith is a virtuoso of the customer experience and shares his wisdom on cultivating unforgettable moments. Hear how small, thoughtful actions can ripple through a person's life as we explore the role of “daymakers” in business. This episode is a heartfelt reflection on the power of empathy and understanding in service delivery, demonstrating how every employee can embody the luxurious touches that define our industry.

As we wrap up, John shares wisdom from his writing and hospitality adventures, offering guidance on transforming client losses into learning experiences. He even reveals his “word of the year” as a navigational star for personal growth.

Whether you're a customer service enthusiast or a business professional seeking to elevate your craft, this episode will leave you inspired and ready to spark your own revolution in the art of service.

Here are just a few takeaways:

• Tom Smith’s adeptness at creating extraordinary customer experiences
• “Tipflation” and its impact on the service industry
• The changing expectations around tipping practices
• Tom's journey from the military to hospitality, his philosophy of personalized care, and stories of memorable guest interactions
• “Daymakers” in business and the importance of turning service mishaps into opportunities for creating loyal customers
• The revitalization of Wilson, Arkansas, with its unique English Tudor architecture and the transformation into a community-focused destination
• Reflections on personal experiences, the concept of slow travel, and advice for excelling in the hospitality industry
• Strategies for learning from customer loss

Resources mentioned:

• thedijuliusgroup.com/the-customer-service-revolution-podcast
• thedijuliusgroup.com/project/cx-executive-academy
• thedijuliusgroup.com/project/cx-executive-academy-online
• thedijuliusgroup.com/blog
• www.wilsonarkansas.com
• www.linkedin.com/in/tom-smith-ceo-inviteonly
• www.thedijuliusgroup.com

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

***

Episode Credits:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.