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  • Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher.

    This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. Discover how mastering connections is about finding love and inspiring teams, retaining employees, and revolutionizing customer engagement. From the power of presentation skills to the challenges “accidental managers” face, we delve into the importance of leadership development and the influence of strong relationships at the core of successful businesses.

    Venture with us into online dating, where the swipe-right culture has more in common with customer service than you might think. We analyze dating app design and the influence of e-commerce principles on our interactions, questioning if our quest for love is turning into a transactional game. Lakshmi and John unpack the generational shifts in dating culture, from Gen Z's technological prowess to the diverse experiences of those aged 45 to 59, and how these differences shape relationships in both personal and professional scenarios.

    As Lakshmi and John’s conversation comes to a close, we explore rapport-building and its resemblance to professional networking. The discussion spans the emotional investment involved in dating apps, the power of the “get to” philosophy in personal and work life, and crafting effective communication. We share tips for elevating your social presence at events and valuing every interaction.

    If you're ready to revolutionize how you connect with others and elevate your leadership game, this episode promises to arm you with strategies and a fresh perspective.

    Here are just a few takeaways:

    The relationship-building parallels between dating and professional environments Online dating dynamics, including the impact of app design and e-commerce principles on interpersonal connections Generational differences in dating habits and their influence on professional relationships The emotional toll of online dating, preparation for dating apps, and the crossover of personal online personas to workplace interactions Human interaction at events and the necessity for organizations to truly value and reward people skills A comparison of effective communication strategies in both customer service and dating The “get to” philosophy that encourages a mindset shift to view daily activities as opportunities rather than obligations

    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

    www.thelaterdatertoday.com

    www.lakshmirengarajan.com

    www.linkedin.com/in/lakshmi-rengarajan-she-her-077b3aa

    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.

  • Unleash the full potential of your customer service team and lead your business to new heights with Scott Greenberg, the acclaimed author, and former Edible Arrangements franchisee, as he shares his playbook for excellence in leadership.

    On this episode of The Customer Service Revolution, prepare to change your understanding of team dynamics and customer experience as we explore Scott's path from motivational speaking to hands-on business ownership. With anecdotes from the aviation industry's latest service strategies to powerhouses like Disney and Chick-fil-A, we uncover what it means to cultivate a culture where employees work and thrive.

    Navigate the complexities of today's generational workforce, examining hourly workers' transient but critical contributions and the evolution of “hustle.” Scott's insights into taking a nuanced approach to managing diverse teams challenge the preconceptions about younger generations and highlights the value of adaptability and genuine leadership. We explore the nitty-gritty of developing leaders internally, the downsides of “accidental managers,” and the impact of investing in growing your managerial team to drive your business forward.

    Step into a masterclass on creating a high-performing work environment that leaves a lasting impression on your customers and every employee. From the art of the interview process to treating employment as a “paid internship,” we reveal the strategies that turn employees into passionate brand ambassadors. Scott highlights addressing the soft needs of team members, shaping job experiences to resonate on an individual level, and how to make company values actionable on the front line.

    This episode is a resource for anyone looking to elevate their leadership and create a second-to-none customer service culture.

    Here are just a few takeaways:

    Scott Greenberg’s transition from motivational speaker to successful Edible Arrangements franchisee Customer experience as the key to business growth Adapting management styles to suit the evolving workforce Addressing the transient nature of hourly jobs and generational shifts related to “hustle” Developing internal leaders to avoid the downsides of “accidental managers” The importance of aligning work environments with employees' values Balancing managerial effectiveness in results and people orientations Examples from KFC and senior in-home care that demonstrate the importance of addressing employees' soft needs How great company culture leads to unexpected career longevity and transforms jobs into meaningful careers with growth opportunities The shift in recruitment post-pandemic The need for an exceptional interview process and treating employment as a “paid internship” to create passionate brand ambassadors Strategies for developing leaders and company culture The importance of making company values actionable for frontline employees and recognizing the role of every individual within an organization

    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

    www.linkedin.com/in/scott-greenberg-1b17539

    scottgreenberg.com

    www.amazon.com/Stop-Shift-Show-Struggling-Top-Performing/dp/1642011622

    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.

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  • When a child's future seems etched by adversity, the power of a dream can be revolutionary.

    On this episode of The Customer Service Revolution, Katie Eichenauer of Believe in Dreams joins John. We unwrap the emotions of transforming childhood trauma into triumph. Their discussion ventures into the stories of children rising above their circumstances, revealing how Believe in Dreams intertwines life-changing experiences with educational opportunities, fostering a belief in brighter futures for these remarkable young dreamers.

    This episode is proof of the resilience of the human spirit and the communities that rally to uplift it. We celebrate Believe in Dreams' 10th anniversary, marking a decade of dreams made real, from VIP events to therapeutic horseback riding. The stories of dreamers and alums illustrate the customized care and lasting connections that go beyond the fulfillment of a single dream. Hear the profound impact of community support, volunteer dedication, and the upcoming gala that promises to ensure the continuation of this vital mission.

    Finally, we reflect on the true measure of success. Looking beyond the veneer of professional achievements, we acknowledge the real heroes who may not make headlines but make a difference in the lives of children. These stories underscore the importance of reshaping the legacies we leave.

    With Believe in Dreams, we're not just changing lives—we're redefining what it means to dream and achieve.

    Here are just a few takeaways:

    Celebrating ten years of Believe in Dreams with Katie Eichenauer Empowering disadvantaged children by transforming trauma into triumph through dream fulfillment How Believe in Dreams intertwines life-changing experiences with educational opportunities Providing a pathway to brighter futures and fostering community support Anniversary highlights include a decade of impactful dreams like VIP events and therapeutic horseback riding Tailored care and long-term connections with alumni Community-funded with a funding model relying on events like galas Offering merchandise to support its mission of empowering young dreamers. Considering the legacy of making a difference in children's lives over personal or professional achievements Dream coordinators (social workers) who tailor experiences to each child, build resilience and offer ongoing community support How you can support Believe in Dreams through their website, attending fundraising events, and contributing to the mission of reshaping legacies of hope and empowerment

    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 believeindreams.org believeindreams.org/upcoming-events believeindreams.org/nod2023 believeindreams.org/get-involved 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.

  • Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success.

    This episode of The Customer Service Revolution peels back the layers of customer experience, highlighting how a 5% uptick in retention might skyrocket profits by an astounding 75%. We contrast the effectiveness of different lead types, emphasizing the value of nurturing your existing customer base.

    Trailblazing the path to the top, Lisa Lutoff-Perlo, Vice Chairman of External Affairs for Royal Caribbean Group and former President and CEO of Celebrity Cruises, joins us to share her ascent from a sales role to the pinnacle of leadership, shattering industry norms along the way. Lisa's story underscores the importance of mentorship, the unexpected push toward marketing, and a pivotal conversation with an executive coach that sparked her climb. Her journey underscores the power of intrinsic drive and a quest for excellence, offering young women a beacon as they carve their paths in leadership.

    John and Lisa reflect on the rollercoaster of emotions and challenges Lisa faced, from pre-pandemic peaks to resilience during the cruise industry’s bleakest moments. Her departure after 39 years marks not just an end but the start of new adventures. We explore her book, “Making Waves,” a chronicle of courage, leadership, change, and sports fandom's influence on personal identity.

    Through Lisa's story, we celebrate the spirit of courage and its ripple effect, empowering others to achieve beyond their wildest imaginations.

    Here are just a few takeaways:

    Customer retention vs. advertising: a 5% increase in retention can boost profits by 75% Lisa Lutoff-Perlo's position as the first female President and CEO at Celebrity Cruises, which fostered gender diversity in corporate leadership Her leadership advice for women, including embracing roles before feeling fully prepared Leading through COVID-19, leveraging setbacks for strategy and team motivation Lisa's departure after 39 years and reflecting on her legacy Her book, “Making Waves” The importance of empowering others to achieve beyond their perceived limits Tesla's advertising approach with $0 spent on advertising yet achieving top industry valuation

    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 lisalutoffperlo.com www.amazon.com/Making-Waves-Womans-Smarts-Courage/dp/1637744803 www.linkedin.com/in/lisa-lutoff-perlo 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.

  • Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers?

    Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative. Shanif's insights illuminate the need for cross-departmental collaboration, and we explore AI’s role in propelling businesses forward, ensuring the human touch remains at the core of customer relationships.

    Imagine the sheer power of AI in redefining retail strategy and the fear that it could replace those who ignore its potential. Shanif and John navigate the sweeping influence of generative AI across business landscapes, from salons crafting persuasive ad copy to spas managing appointments with sublime precision. AI handling customer inquiries prompts a discussion on the balance between embracing technological advancements and preserving the human element in nurturing customer bonds.

    Wrapping up the conversation, Shanif and John offer advice for businesses embarking on their AI journeys. From the simplicity of leveraging tools like ChatGPT to the more intricate decision of building in-house or outsourcing AI solutions, Shanif and John outline a path for companies like Locusive to streamline customer success.

    This episode isn't just about AI's potential; it’s a deep dive into the confluence of technology and humanity in customer service.

    Here are just a few takeaways:

    The power of generative AI in customer service and the steps for successful implementation Generative AI's role in content creation, efficiency in appointment scheduling, and its potential to revolutionize call centers Some practical uses of AI in businesses The challenges of AI writing tools in fact-checking and why it still needs human verification When companies should build in-house AI solutions or seek external expertise The future of AI in businesses: how AI can assist workers without replacing them and the value of human skills in an automated world Work-life balance and prioritizing personal commitments in scheduling to lead an extraordinary life

    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.locusive.com www.linkedin.com/in/shanifdhanani twitter.com/shanif [email protected] 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.

  • 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

    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.

  • Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen.

    On this episode of The Customer Service Revolution, we cover Matt's journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care. We uncover the necessary ingredients for becoming a brand that customers cannot live without, from the art of presentation skills in leadership to fostering a culture where every team member feels empowered to perform acts of kindness.

    As we unravel the leadership and personal growth narrative, John shares his experience of taking a sabbatical and the profound clarity it brought to his life. The importance of work-life balance and investing in yourself takes center stage, outlining how these principles are integral for individual well-being and cultivating a supportive business environment. The conversation delves into the emotional toll leadership can take and how embracing vulnerability leads to stronger community ties, exemplified by Matt Jensen Marketing's hands-on approach to healthcare marketing.

    John and Matt touch upon the African philosophy of Ubuntu, which underpins the essence of our interconnectedness and shared responsibility. This discussion reveals the role of customer service and personal development in business success. It's an invitation to go beyond transactional relationships and create an environment where personal growth is celebrated, and the human element is revered in business.

    Join John and Matt and join the revolution, bridging the gap between exceptional customer experience and leadership authenticity.

    Here are just a few takeaways:

    Matt Jensen's journey with Vance Thompson Vision that showcases the role of customer experience in business success Strategies for becoming an indispensable brand including sharing knowledge, understanding client goals, and empowering teams to perform kindness Leadership impact: fostering environments where employees feel empowered to provide exceptional service The “daymaker dopamine” concept The importance of personalized customer experiences The emotional toll of leadership and work-life balance Embracing vulnerability and building strong communities through supportive networks and authentic marketing approaches in healthcare The African philosophy of Ubuntu that emphasizes interconnectedness and shared responsibility

    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

    mjmexperience.com

    matt-jensen.com

    vancethompsonvision.com

    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.

  • From his time in the military to the courtroom, Alex Gertsburg has navigated a path that's as inspiring as instructive.

    In this episode of The Customer Service Revolution, Alex, the managing partner of Gertsburg Licata Law Firm, joins John to share his journey and how it's shaped his approach to leadership and customer service. His transition from the discipline of military life to the rigor of law practice underscores the value of integrity and presentation skills, not just in the courtroom but in every interaction with clients and colleagues. Their conversation reveals that the secret to standing out in professional services isn't just about being the best; it's about making your clients feel like they're the most important part of your day.

    Negotiation isn't just an exchange of terms; it's an art form that hinges on empathetic listening and understanding clients' true motivations. Alex walks us through the nuances of reaching beyond the surface and fostering connections that lead to meaningful outcomes for all parties involved. Listening is an essential skill often overlooked in today's fast-paced business world. And it's not just about legal battles; John and Alex’s discussion on Alex's book “The Lawsuit-Free Company” provides action items for business owners to proactively safeguard their operations through a preventive legal strategy, ultimately saving time, stress, and resources.

    In the final segments of the discussion, John and Alex explore the power of personal development practices like meditation, annual sabbaticals, and going the extra mile for customers. Alex's story of orchestrating a manicure for a client when the schedule was packed is a testament to our ethos—creating outstanding moments for every customer every time. It's not just about the service provided, but the experience remembered.

    Tune in for an episode filled with stories and strategies that promise to revolutionize how you approach customer service and professional growth.

    Here are just a few takeaways:

    Alex Gertsburg's military background that instilled discipline and leadership The value of making clients feel prioritized in the legal profession The role of presentation skills in enhancing leadership Empathetic listening in negotiations and understanding clients' underlying motivations “The Lawsuit-Free Company” book and the proactive strategies it offers to safeguard businesses against litigation AI’s impact on the legal field, promoting efficiency, and the personal benefits of meditation and annual sabbaticals for reflection and goal-setting An anecdote from Alex of exceptional customer service by arranging a client's manicure The concept of “day maker dopamine” and its effects on employee satisfaction and customer experience

    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.GertsburgLicata.com Alex’s book The Lawsuit-Free Company Connect with Alex on LinkedIn. Subscribe to Alex’s blog 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.

  • When sales guru Morné Smit sits down to chat, you know it's time to take notes. His journey from a humble sales start to revolutionizing company growth is nothing short of inspiring, and that's precisely what we get into in this episode.

    On this episode of The Customer Service Revolution, with Morné at the helm, we explore the legacy of mentorship as he takes on Jack Daly's intellectual property in Europe, illustrating just how invaluable such relationships are in business.

    Prepare to revolutionize your approach to sales and marketing as we synthesize the two into a powerhouse duo. Morné's mantra, “Master sales, guarantee growth, and predict success,” lays the groundwork for our discussion on fostering a collaborative culture, rejecting the outdated competitive models, and homing in on the markets that matter. We delve into strategies for crafting sales techniques that resonate in today's oversaturated market, emphasizing the importance of thoughtful questioning and the art of listening to forge authentic connections.

    Building a triumphant sales team is an art form in itself, and in this episode, we share the blueprint. Learn why maintaining a “virtual bench” of potential recruits could be your next game-changer and how to spot candidates who bring more than just a polished resume to the table. Plus, we're looking ahead, equipping you with tactics to empower your sales force for 2024, including the development of a killer sales playbook and a vision for the future that will have your team primed for success.

    Don't miss this masterclass in sales strategy, where we lay out the roadmap to growth for your company.

    Here are just a few takeaways:

    Morné Smit's transformation from a starting sales role to leading Emmer's Group with sustainable year-over-year growth for clients Morné’s inheritance of Jack Daly's sales intellectual property The impact of mentorship and succession in business Morné’s credo, "Master sales, guarantee growth, and predict success," as a reflection of the integration of sales and marketing for business triumph Techniques for sales differentiation to foster genuine client connections Identifying potential sales talent by focusing on desire, commitment, and coachability over skill sets Building a successful sales team by creating a "virtual bench" of candidates, using sales playbooks, and emphasizing cultural fit The necessity of a detailed three-year plan and robust sales playbook to navigate evolving business challenges

    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 Mornensmit.com EmerseSales.com [email protected] Follow Morné on Linkedln 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.

  • 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.

  • When Michael Caito rolled up his sleeves to launch Restaurants on the Run with just $6,000, he was scripting what would become an entrepreneurial odyssey—a $40 million revenue behemoth that caught Grubhub's eye.

    On this episode of The Customer Service Revolution, sit down with us as Michael reveals the inner workings of his success, where exceptional customer service and a steadfast dedication to employee engagement weren't merely buzzwords but the cornerstone of a culture that catapulted his startup to the big leagues.

    But this conversation is more than just a tale of scaling a business; it's a deep dive into the ethos that underpins enduring success. Hear how Benson Kearley IFG's “Ford monthly allowance” initiative isn't just changing the way businesses interact with clients; it’s redefining them. From celebrating customer milestones to fostering a vibrant work culture, we explore the practices that can make the difference between a satisfied customer and a lifelong advocate and between a good and great workplace.

    This episode wraps up with personal reflections that go beyond the boardroom. As a father and husband, John peels back the layers on the mantras that steer his life—cultivating a growth mindset, cherishing family, and embracing the “mommy evacuations” that keep the home front happy and whole. And as we touch on the art of giving in relationships, we're reminded that success, whether in business or life, often comes down to the generosity we extend without expectation.

    Join us for a session where the currency of relationships takes center stage, and we measure the return on investment in more than just dollars and cents.

    Here are just a few takeaways:

    Michael Caito's entrepreneurial journey from founding Restaurants on the Run to a $40 million sale to Grubhub Key principles of customer and employee engagement that propelled Michael’s business success Building a strong work culture and maintaining long-lasting client relationships Strategies for navigating the challenges of business acquisitions and aligning company culture Accountability in business sales The transition from entrepreneur to leader The personal philosophy of prioritizing family The power of mindset in achieving success Generosity’s transformative effects on business and personal relationships

    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 betterbookclub.com mapconsulting.com www.instagram.com/mapcaito www.youtube.com/watch?v=wALh23YHB_k 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.

  • Have you ever wondered how businesses achieve that coveted synergy between their frontline staff and the expectations of their customers?

    On this episode of The Customer Service Revolution, Christopher Wallace, the co-founder and president of InnerView Group, joins John to unravel the secrets behind a customer service revolution taking the corporate world by storm. Through the lens of Christopher's extensive sales and marketing expertise, they discuss how the Employee Service Aptitude Test (ESAT) plays a pivotal role in empowering employees to deliver unparalleled customer experiences and why continuous innovation and learning are the bedrock of customer satisfaction.

    Imagine walking into a store where your every need is met and anticipated. That's the future Christopher envisions as he and John navigate the intricacies of aligning marketing promises with real-time customer interactions. They dissect the complexities of B2B2C relationships, using examples from the auto industry. They also introduce the groundbreaking InFront platform, designed to ensure that the narrative spun by marketing teams is the reality customers encounter, enhancing the overall brand experience.

    In their wrap-up, Christopher and John contrast the concepts of employee engagement and brand alignment, tapping into the magic that businesses like Apple and Southwest Airlines have mastered. It's not just about having content employees but about instilling a profound connection with the company's values. They delve into the importance of leadership in nurturing this alignment for strategic success. Then, reflecting on the essence of an extraordinary life, Christopher and John share personal insights on community, mentorship, and the high-value relationships that have shaped their personal and professional paths.

    Tune in for an episode that's as much about revolutionizing customer service as about living a life marked by impact and character.

    Here are just a few takeaways:

    Revolutionizing customer service by aligning employee perceptions with customer expectations and company values The Employee Service Aptitude Test (ESAT) as a tool for enhancing staff service skills and fostering a customer-focused culture The InFront platform and its role in synchronizing frontline customer interactions with marketing efforts, using the auto industry as a case study Aligning company value propositions with customer interests The impact of employee insights on strategic focus The distinction between employee engagement and brand alignment Some personal reflections on the value of community, mentorship, and the significance of leading an extraordinary life that uplifts others How employee excitement about a company's value proposition can be a key indicator of customer experience delivery and overall business success

    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 [email protected] www.linkedin.com/in/christopherewallace 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.

  • Prepare for an enlightening conversation on how artificial intelligence (AI) is revolutionizing customer service and creating a significant competitive advantage!

    On today’s episode of The Customer Service Revolution, John’s guest, Aurélien Coq, an astute product manager at Eskers, will share how AI automation liberates customer service professionals from monotonous tasks and empowers them with new skills to handle complex scenarios. This insightful session is packed with best practices for fostering a customer-centric culture that can radically transform your business.

    This episode doesn't shy away from the misconceptions, risks, and fears associated with AI. John and Aurélien’s discussion candidly addresses the belief that AI may replace human jobs. Instead, we highlight how AI is changing the nature of jobs and freeing humans to concentrate on high-level tasks. We also explore the practical uses of AI in customer service support, especially in B2B businesses - unpacking the history, the present, and the potential future of this game-changing technology.

    And finally, we land on the most pertinent question – how does AI impact our daily lives? Drawing from Aurélien Coq's deep knowledge, we discuss the importance of human supervision in AI implementation and the need to consider risks like data privacy. The episode wraps up with an inspiring chat on the power of passion and enthusiasm in overcoming struggles and achieving success.

    We hope to leave you with a sense of empowerment inspired by the stories of famous individuals who persevered through challenges.

    Here are just a few takeaways:

    How artificial intelligence (AI) is revolutionizing customer service, freeing professionals from tedious tasks and enabling them to develop new skills AI in the context of customer service in B2B businesses has been used for decades. AI is not a job killer but a tool that changes the nature of jobs, allowing humans to focus on more high-level tasks Practical uses of AI in customer service, such as data entry assistance, customer inquiry analysis, and response generation The importance of human supervision in AI implementation is stressed, along with considering potential risks such as data privacy The power of passion and enthusiasm in overcoming struggles and achieving success How AI can transform customer service and create a competitive advantage for businesses

    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 betterbookclub.com www.linkedin.com/in/aureliencoq www.esker.com/business-process-solutions/order-cash/customer-service-automation/ai-in-customer-service 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.

  • When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service?

    On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us. We meander through Johnni's wrestling journey, his transformation into an entrepreneur, and the creation of his vibrant social media presence. We'll reveal how his experiences in wrestling influenced his understanding of customer service and how he molded his identity besides being just John’s son.

    We don't stop there. Life is never a straight road, and John and Johnni’s conversation takes us through the concept of "pronoia," the belief that the universe conspires in our favor. We'll share a light-hearted and inspiring story about Dwayne "The Rock" Johnson and discuss how unexpected life events can lead to even better outcomes. We'll also delve into Johnni's shift from wrestling to coaching, an unexpected twist that brought him immense satisfaction - and his take on life - living on his terms, finding the balance between selflessness and self-care, and the joy that comes with it.

    John and Johnni also discuss extreme sports, social media, and storytelling. We'll take you through Johnni's journey in monetizing social media and his passion for inspiring others through his content. We also reflect on the growth aspect of life, the importance of family support, and the value of a positive attitude in overcoming life's challenges.

    Tune in for a conversation filled with humor, wisdom, and inspiration.

    Here are just a few takeaways:

    Johnni DiJulius's transition from renowned wrestler to a successful entrepreneur and social media influencer "Pronoia" – the belief that setbacks can lead to better outcomes, inspired by Dwayne "The Rock" Johnson’s story Personal growth, family support, and maintaining a positive attitude when facing life’s challenges An anecdote about a hot air balloon jump and responsible risk-taking in extreme sports and social media Setting to-do goals and to-be goals, their impact on personal identity, and success in relation to the "arrival fallacy" Personal achievement, monetizing social media, and the thrill of extreme sports Legacy, personal growth, and the crucial role of family support

    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.livenotmrw.com www.tiktok.com/@johnni.dijulius www.instagram.com/johnnidijulius 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.

  • On this episode of The Customer Service Revolution, Nicole Paul, a renowned expert in customer experience, is our guest host.

    Nicole plunges into the heart of customer service, discussing its potential as a competitive edge, the importance of transparent communication within an organization, and some useful methods to transform unhappy customers into brand enthusiasts.

    She underscores the need for a customer-centric approach and shares insightful anecdotes and tips on creating an uplifting customer experience. Nicole also highlights the essential role of empathy in customer service and how impactful leadership can spearhead a team's triumph. She challenges conventional thoughts, from reevaluating work-life balance to understanding a typical customer day. Nicole is bound to redefine your perspectives and incite a revolution in your customer service and leadership tactics.

    This episode is a treasure trove for business owners, customer service representatives, or anyone interested in customer service, equipping you with precious insights and practical strategies. Tune in and get ready to radically alter your approach to customer service and leadership.

    Here are just a few takeaways:

    How customer service can be a company's competitive advantage

    An exploration of work-life balance and hustle culture

    Challenging the notion of relentless hard work for success

    The importance of understanding the customer's perspective

    The role of clear communication in fostering a healthy relationship between companies and customers

    Practical tips on creating a positive customer experience, with a focus on service recovery and the impact it has on customer loyalty

    The importance of empathy in customer service and how it can be used to turn angry customers into brand enthusiasts

    Anecdotes from Nicole Paul that illustrate the importance of creating processes that make it easy for customers to do business with companies

    The qualities of an effective leader in the customer service industry and how celebrating team successes contributes to a thriving work environment

    Resources mentioned:

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

    https://thedijuliusgroup.com/project/cx-executive-academy/

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

    https://thedijuliusgroup.com/blog/

    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.

  • Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius.

    Listen here → https://thedijuliusgroup.com/csr132

    On this episode of The Customer Service Revolution, we’re delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu” in the business landscape. John will also share his thoughts on the crucial role of a strong service recovery process in boosting customer loyalty and the transformative power of purpose in business.

    John’s 2023 Customer Service Revolution Conference talk will ignite your understanding of customer service's broader societal impact. With a growing epidemic of loneliness and isolation affecting every generation, discover how this impacts how we work and connect with people. We'll also examine the severe effects of the pandemic, particularly on college students. Gain insights into how to train your employees for exceptional customer service, the value of a service aptitude test, and the latest trends in the American Customer Satisfaction Index.

    We reveal how curiosity is the foundation of stellar customer service. John illuminates the principles of hospitality that eliminate personal interpretations, how top-of-mind awareness and regular staff training can curtail employee roulette, and how silent cues and visual triggers can deliver a fantastic customer experience. Listen as we explore methods to ensure employees understand their responsibilities when dealing with customers and how to handle customer complaints effectively.

    Don’t miss this opportunity to learn from one of the best in the business!

    Here are just a few takeaways:

    The competitive advantage of excellent customer service, exploring best practices, and the influence of “Ubuntu” in the business world The societal impact of customer service, the epidemic of loneliness and isolation, and its effects on work and connection with people An examination of the American Customer Satisfaction Index, the role of a service aptitude test, and the importance of employee training for exceptional customer service Curiosity as the foundation of stellar customer service, including the principles of hospitality, employee training, and the role of visual triggers in customer experience How to use customer experience action statements to clarify employees' responsibilities when dealing with customers and strategies for handling customer complaints effectively The transformative power of purpose in business, and the story of Metronics and their method of showing employees the impact of their work The importance of a strong service recovery process in boosting customer loyalty and the concept of the service recovery paradox

    Resources mentioned:

    www.thedijuliusgroup.com

    Follow and Review:

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

    ***

    Episode Credits:

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

  • Ever wondered why some brands like Starbucks continue to be loved generation after generation? Or perhaps you've pondered how the pandemic has forever changed the workforce, particularly for the Gen Z population?

    Listen here → https://thedijuliusgroup.com/csr131

    John’s son, Cal DiJulius, joins him to unravel the mysteries of Gen Z in the workforce. As we ground our discussions in data-driven insights and actionable strategies, we reveal the unique behaviors, attitudes, and preferences of this populous and diverse generation.

    John and Cal have a heartfelt conversation about the pandemic's impact on Gen Z's career journeys, including Cal’s, and how it reshaped the concept of a fulfilling work environment. A key focus of the conversation is the Employee Experience Revolution - a framework that aims to create a world-class brand experience. They probe into the vital role of authenticity and “cancel culture” in the workplace, the importance of re-engaging and reinvigorating around a common goal, and the necessity for accommodations like remote working, personal days, and work-life balance.

    John and Cal reflect on John’s experience helping Starbucks create a customer experience action statement and the ripple effects on their brand. They pull apart the power of work and adaptation using New Day USA as a case study and caution against the dangers of business stagnation. Finally, they address the challenge of bridging generational divides in the workplace and fostering connections between Gen Zers and other generations.

    Tune in, and let's demystify Gen Z and foster a vibrant, inclusive workplace environment.

    Here are just a few takeaways:

    The unique behaviors, attitudes, and preferences of Gen Z in the workplace, with data-driven insights from a Pew Research study The impact of the pandemic on the work experiences of Gen Z and the increasing importance of flexibility, humanity, and balance in the workplace An analysis of the implications of “cancel culture” on Gen Z in the workplace and the importance of authenticity, purpose, and culture for this generation Starbucks' approach to creating customer experience action statements and how this influenced their brand The power of work and the need for adaptation, using New Day USA as a case study The challenge of bridging generational divides in the workplace and fostering connections between Gen Z and other generations Strategies to empower Gen Zers in the workplace and create a vibrant, inclusive environment

    Resources mentioned:

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

    customerservicerevolution.com

    thedijuliusgroup.com/project/cx-executive-academy

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

    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.

  • Have you ever wondered how remote work is impacting our mental health? Or perhaps you're curious about how to redefine success in our increasingly digital world?

    Listen here → https://thedijuliusgroup.com/csr130

    This episode of The Customer Service Revolution is for you. We're diving into the challenging realm of loneliness and the effects of remote work on our well-being. From the debate over the return to office to the professional isolation experienced by remote workers, we canvas the controversial and complex dynamics of our changing work landscape.

    Joining John for this conversation is bestselling author and customer experience expert Joey Coleman. He shares thought-provoking insights from his book Never Lose an Employee Again, providing a robust framework for companies to enhance employee engagement and reduce turnover. We also delve into the eight phases of the employee experience, emphasizing the pivotal role of the first 100 days in a relationship.

    In the latter part of the episode, we spotlight the strategies to boost employee engagement. Using the “Jam” and “Verbat” models as benchmarks, we explore how organizations can create a captivating atmosphere for new recruits. And in an interesting twist, we redefine the notion of a billionaire. Corporate futurist Pete Dull suggests that a billionaire is someone who positively impacts the lives of a billion people. Let's challenge ourselves to become billionaires in this revolutionary sense.

    Tune in for this compelling episode - it's more than just a conversation; it's a call to action for positive change in our work culture.

    Here are just a few takeaways:

    The impact of loneliness and professional isolation in remote work and the role of customer service in addressing these issues Bestselling author Joey Coleman’s insights from his book Never Lose an Employee Again, which provides strategies for companies to reduce turnover and increase employee engagement The eight phases of the employee experience and the critical importance of the first 100 days in any relationship Strategies to enhance employee engagement and create a welcoming atmosphere for new recruits, taking inspiration from innovative models of “Jam” and “Verbat” organizations A redefinition of a billionaire as someone who positively impacts a billion lives Exploring the different stages of the employee experience and the importance of a robust onboarding process for long-term engagement and retention The significant role of customer service in the evolving work landscape and the potential benefits and challenges of remote work

    Resources mentioned:

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

    customerservicerevolution.com

    thedijuliusgroup.com/project/cx-executive-academy

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

    joeycoleman.com

    www.amazon.com/Never-Lose-Employee-Again-Remarkable-ebook/dp/B0BGN1T54Y

    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.

  • Want to know the secret to growing a business from a humble start in the back of a tanning salon to a nationwide franchise?

    Listen here → https://thedijuliusgroup.com/csr129

    On today’s episode of The Customer Service Revolution, John’s guest, Joe Stanoszek, founder of the fastest-growing med spa in the country, VioMed Spa, shares his awe-inspiring journey and how his commitment to exceptional customer service played a significant role in his success. With a candid conversation about his personal story, including his struggles with hyperpituitarism and how testosterone therapy helped him grow, you're in for an episode filled with resilience, tenacity, and a deep dive into the reality of entrepreneurship.

    As we traverse Joe's entrepreneurial journey, we explore his initial ventures in the dry cleaning business and tanning, as well as the impact of the tanning tax on his business. He then explains how he dared to venture into laser spa services, metamorphosing from a one-room laser spa to a larger location offering various services. If you are intrigued by stories of transformation and growth, you will love hearing about Joe's partnership with a franchise development team in 2017, propelling VioMed Spa to a nationwide audience.

    The medical spa industry is projected to grow by over 300% by 2026. How does Joe navigate this rapid growth? We talk about his experiences delegating daily operations and the pandemic's unexpected role in boosting the industry. Joe also emphasizes the importance of stellar customer service and making customers feel valued, a belief he credits to the success of VioMed Spa.

    Don’t miss this opportunity to learn from Joe's journey, his astonishing work ethic, and his belief in the power of self-trust.

    Here are just a few takeaways:

    Joe Stanoszek’s humble beginnings, from growing up with hyperpituitarism and relying on testosterone therapy to becoming the chief innovation officer of the fastest-growing med spa in the country The evolution of VioMed Spa from starting in a small room in the back of a tanning salon to becoming a nationwide franchise, offering a wide range of services from laser spa to injectables His strategic decision to delegate day-to-day operations as the med spa industry is projected to grow by over 300% by 2026 The role the pandemic has played in boosting the med spa industry and Joe’s unique perspective on customer service Joe’s views on creating personalized customer experiences and the importance of developing relationships with customers and making them feel valued His personal journey from struggling in college to leading a thriving med-spa chain, attributing his success to hard work and belief in himself

    Resources mentioned:

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

    customerservicerevolution.com

    thedijuliusgroup.com/project/cx-executive-academy

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

    www.viomedspa.com

    www.linkedin.com/in/joe-stanoszek-7b069051

    [email protected]

    www.thedijuliusgroup.com

    Follow and Review:

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

    ***

    EPISODE CREDITS:

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

  • Can you remember the last time you silenced your inner voice?

    Listen here → https://thedijuliusgroup.com/csr128

    This episode of The Customer Service Revolution invites you to a fascinating conversation with Bronkar Lee, whose journey from an overweight kid to a high-profile entertainer, performer, and motivational speaker is inspirational. Bronkar's unique blend of music and circus entertainment, which has earned him spots on the Tonight Show with Jay Leno and a Super Bowl commercial, is a testament to his grit and talent.

    Bronkar takes us through his journey, sharing how harnessing his internal dialogue has aided his personal growth and equipped him to help others. He also discusses the shift towards more open conversations on mental health, a topic that's gained significant attention amid the global pandemic. With a unique perspective on managing negative self-talk, he reveals his strategy rooted in reflection and projection, highlighting the energy that our words carry.

    Have you ever wondered how people overcome challenges in their daily lives and still manage to stay positive?

    Bronkar shares an incident with his new fridge, showcasing the power of intentionality, presence, and effective communication in resolving issues. As we gear up for The Customer Service Revolution Conference, Bronkar promises an energizing experience in his dual roles as a keynote speaker and emcee. Closing with an intimate glimpse into his parenting approach, he discusses the importance of imparting emotional and mental skills to his sons.

    Buckle up for an exciting ride with Bronkar Lee, filled with laughter, motivation, and much more.

    Here are just a few takeaways:

    Bronkar Lee's story as an overweight child to becoming a star performer and motivational speaker The significance of mental health and strategies to combat negative self-talk Bronkar's experience with customer service and how he used intent, presence, and communication to resolve an issue with a faulty fridge His upcoming roles as an emcee and keynote speaker at The Customer Service Revolution Conference Bronkar's approach to parenting that focuses on the importance of equipping his sons with emotional and mental skills His unique blend of music and circus entertainment and how it helped his career take off The power of inner dialogue and its impact on personal growth, mental health, and customer service

    Resources mentioned:

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

    customerservicerevolution.com

    thedijuliusgroup.com/project/cx-executive-academy

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

    Bronkar Lee’s viral video - www.facebook.com/watch/?v=10154801517787606

    www.bronkar.com

    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.