Customer Service Revolution

Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company culture and employee morale.

In this conversation, join John and Franco Greco of NewDay USA as we unravel the ethos of exceptional customer service and how it's redefining success. Listen as Franco shares his innovative strategies for engaging with the millennial and Gen Z workforce, highlighting the impact of these dynamic generations on a company's growth trajectory.

This episode explores the changing landscape of recruitment and training, focusing on the untapped potential of hiring older employees. As we navigate the nuances of generational differences in the workplace, we uncover how NewDay USA's shift in hiring practices has leveraged the rich experience of seasoned professionals to strengthen their teams. Additionally, we touch on the effect of remote work on the industry, revealing the challenges and triumphs of adapting to new modes of career development and client communication.

The art of leadership and the strategic cultivation of future leaders take center stage as we discuss fostering a cohesive team and enhancing the veteran experience in the mortgage market. Hear how NewDay USA's commitment to customer experience and leadership development has been instrumental in creating a robust corporate culture and improving client retention.

From managing client communication to balancing work and life, this episode is packed with actionable advice for business leaders aiming to create a lasting impact in their industries.

Here are just a few takeaways:

• Franco Greco's success at NewDay USA through a focus on customer service that enhances company culture and client satisfaction
• A strategic shift in hiring practices that prioritizes the experience of older employees and adapting to attract Gen Z's work-life balance desires
• Hiring motivated individuals with diverse backgrounds
• Interview techniques that reveal true character over-rehearsed responses
• Investment in a Customer Experience Executive Academy to improve interdepartmental relations and customer service skills across the company
• Initiating innovative team-building strategies by developing future leaders
• Addressing veteran customer service experiences to reduce opt-outs
• Consistent client communication
• Understanding the unique needs of older veterans in financial services to maintain relationships
• Work-life balance and the power of networking and mentorship

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

thedijuliusgroup.com/my-cxt

thedijuliusgroup.com/project/presentation-skills

www.thedijuliusgroup.com

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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.

On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn’t get much better until he and his wife received the devasting news that their youngest son Ryan had taken his own life. Today, Jay is on a mission to reach every parent and every family about the conversations they need to have with their kids.

Jason Reid is the founder of ChooseLife.org, a leading youth mental health advocate, and a father who lost his teenage son to suicide. That became the catalyst for releasing his documentary, “Tell My Story,” in 2021. He’s on a quest to prevent teen suicide and help parents take ownership of their kids’ mental health.

This interview was one of the hardest John has conducted, but it could be the most important as Jason shares information about teen depression, suicide, and how you can help prevent it.

Here are just a few takeaways:

• Depression in children and teenagers is at an all-time high
• Suicide was the 2nd leading cause of death in kids ages 10-14
• Teen depression isn’t prejudiced
• Mental health is an unknown — and to help our kids, we need more support than Google can provide
• What signs we should be looking for if a child is struggling with depression
• The questions we should be asking
• How you can help your teens struggling with depression

Resources mentioned:

www.thedijuliusgroup.com Tell My Story | Documentary Jason Reid's Ted Talk https://www.tellmystory.org/ https://www.tellmystory.org/documentary The Customer Service Revolution Podcast

*** EPISODE CREDITS:

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

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees.

You will learn:

• One of John’s favorite stories of going above and beyond
• How an above and beyond mentality requires a cultural shift in the way you and your employees think
• How creating an above and beyond culture in your company will motivate your employees to be on mission to constantly exceed your customers' expectations
• The 5 steps in creating an above and beyond company culture
• Why we need to document above and beyond stories and why they need to be stored in one central place
• Why you should create an award for the “Above and Beyond Story of the Year” that’s voted on by all employees
• How sharing the top 10 all-time above and beyond stories with your new employees can be powerful

Resources mentioned:

www.thedijuliusgroup.com

The Customer Service Revolution Podcast

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

***

EPISODE CREDITS:

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

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

Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of the DiJulius Group discusses why undeveloped potential cheats those around us and those we touch, influence, and impact. It also deprives us of joy, satisfaction, and opportunities. Living life to our fullest potential is not an opportunity; it is a responsibility. We have an obligation to be the best version of ourselves that we can possibly be every day. This isn’t just about us and how our life will benefit. It’s also for all the people depending on us: our spouse, children, friends, employees, coworkers, customers, and community.

You will learn:

• How each of us can impact thousands of people's lives through providing genuine care for others
• Why you can't just deliver world-class service at work but in all areas of your life
• How to create your own personal purpose statement, a vision of what you want to accomplish in your lifetime
• Why our greatest fear should be that we will not realize our fullest potential before we die
• A great exercise you can do when asking yourself if you are reaching your fullest potential in all areas of your life

Resources mentioned:

www.thedijuliusgroup.com

The Customer Service Revolution Podcast

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

***

EPISODE CREDITS:

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

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

Find out more at https://emeraldcitypro.com

Chief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis.

Learn:

• Why CX Strong should be your company’s highest priority right now
• Why overall customer satisfaction is at a 15-year low
• What are the two biggest mistakes companies are making right now?
• How performance is contagious

Resources mentioned:

www.thedijuliusgroup.com

The Customer Service Revolution Podcast

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