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Customer Service Revolution

Customer Service Revolution

Written by: John Dijulius
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 Customer service, done right, can be your company's single, biggest, competitive advantage. Join Customer Service Authority and best-selling author, John DiJulius, as he interviews leaders who are revolutionizing their industries. Hear their successes, and sometimes failures, that built best practices for exceeding expectations and gaining market share. Plus learn how these practices can be applied to your B2B or B2C business. Each episode provides CEOs, CXOs, COOs, CMOs, CHROs and other customer experience leaders with actionable tips to create a culture that produces referrals, loyalty and rave reviews from employees and customers. It's not a podcast. It's a movement. The Customer Service Revolution is a radical overthrow of conventional business mentality designed to transform what customers and employees experience. If you're a revolutionary customer service leader ready to stop competing on price and obsessed with building a brand that people cannot live without, and, this podcast is for you!2020 The DiJulius Group Economics Leadership Management Management & Leadership
Episodes
  • 237: How To Build Loyalty And Create Lifetime Customers

    237: How To Build Loyalty And Create Lifetime Customers
    Jan 22 2026
    Summary: In this episode, Denise Thompson and John R. DiJulius III discuss the essence of customer loyalty, emphasizing that true loyalty is built through small, intentional actions rather than large gestures. They explore the importance of service aptitude, consistency, and personal connections in creating a loyal customer base. The conversation highlights various strategies for enhancing customer experiences and the significant impact of employee satisfaction on customer loyalty. The episode concludes with actionable insights for organizations to implement a culture of above and beyond service. Takeaways: Loyalty is built in the everyday details.Service aptitude is crucial for understanding customer needs.Consistency in service builds trust and loyalty.Above and beyond moments can create lasting impressions.Personal connections enhance customer relationships.Low-cost strategies can significantly impact loyalty.Employee satisfaction directly affects customer experience.Identifying opportunities for above and beyond service is essential.Celebrating small wins encourages a culture of excellence.Trust is the foundation of customer loyalty. Chapters: 00:00Building Real Customer Loyalty 06:44The Importance of Service Aptitude 09:50Creating Trust Through Consistency 11:47Above and Beyond Moments 14:44The Power of Personal Connections 18:03Low-Cost Strategies for Loyalty 19:54The Return on Investment of Loyalty 21:13Employee Satisfaction and Customer Experience 23:11Implementing Above and Beyond Culture 36:00Identifying Above and Beyond Opportunities Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test: https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors: tdg.click/claudia Ask John! Submit your questions for John, to be aired on future episode: tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership: https://thedijuliusgroup.com/membership/ Books: https://thedijuliusgroup.com/shop/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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    39 mins
  • 236: How can I make customer experience a true competitive advantage?

    236: How can I make customer experience a true competitive advantage?
    Jan 15 2026
    Summary In this conversation, Denise Thompson and John R. DiJulius III explore the critical elements of customer experience that can provide a competitive advantage in today's relationship economy. They discuss the importance of creating emotional connections with customers, building systems that reduce risk, and developing a signature brand experience that is memorable and unique. The conversation also highlights the need for consistent training and awareness among employees to ensure that customer service remains a priority. Through real-world examples, they illustrate how organizations can transform their customer experience and foster loyalty. Takeaways: Emotional connections are the currency of the relationship economy.Customers prioritize certainty over perfection in their experiences.Memorable moments can differentiate a brand from its competitors.Transforming customer experience requires a systematic approach.Organizations must identify and address their blind spots in service.Price wars are a short-term strategy that can harm long-term growth.Training employees on customer service is essential for success.Regular audits of customer service practices can reveal areas for improvement.Creating a signature experience is crucial for brand loyalty.Consistency in service delivery builds trust and customer retention. Chapters: 00:00The Relationship Economy and Customer Experience 09:25The 10 Commandments of Customer Experience 10:29Emotional Connection: The Currency of Relationships 11:36Zero Risk: Building Customer Trust 16:04Creating a Signature Brand Experience 21:18Real-World Application of Customer Experience 24:27The Blind Spots in Competitive Advantage 26:26Price Wars vs. Experience Wars 30:46Reinforcing Customer Experience Principles 33:34Taking Action: The Customer Service Aptitude Test Links: Company Service Aptitude Test: https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors: tdg.click/claudia Ask John! Submit your questions for John, to be aired on future episode: tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership: https://thedijuliusgroup.com/membership/ Books: https://thedijuliusgroup.com/shop/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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    33 mins
  • 235: Five Strategies for Customer Experience Success in 2026

    235: Five Strategies for Customer Experience Success in 2026
    Jan 8 2026
    Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss five essential customer experience strategies for 2026. They explore the concept of a customer service recession, the importance of hiring for service aptitude, the effectiveness of micro learning in training, the need to rethink customer feedback mechanisms, and the critical connection between employee experience and customer experience. They also touch on the role of AI in enhancing customer interactions while maintaining the human element. The conversation emphasizes actionable strategies for leaders to create loyalty and improve service without relying on discounts or gimmicks. Takeaways: Companies must build measurable, coachable, and consistent customer experience strategies.The customer service recession presents an opportunity for competitive advantage.Hiring for service aptitude is more important than ever due to declining soft skills.Micro learning is an effective way to reinforce training and improve retention.Surveys are becoming less effective; businesses should measure actual customer behavior instead.Employee experience directly impacts customer experience; leaders must prioritize both.Recognition and appreciation are crucial for employee retention.Investing in learning and development increases employee loyalty.AI can enhance efficiency but should not replace human interaction in customer service.Leaders should focus on fixing broken promises in their service delivery. Chapters: 00:00Navigating the Customer Service Recession 07:00Hiring for Service Aptitude 16:18Micro Learning: The Future of Training 23:01Rethinking Customer Feedback 30:58The Employee Experience Connection 41:07AI's Role in Customer Experience Links: Interview Questions: https://thedijuliusgroup.com/interview-questions-2/ Micro-learning example 1 https://www.youtube.com/shorts/c4NU69YcPz8?feature=share Micro-learning example 2 https://www.youtube.com/shorts/NgpJXbGonpc?feature=share Schedule a Complimentary Call with one of our advisors: tdg.click/claudia Ask John! Submit your questions for John, to be aired on future episode: tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership: https://thedijuliusgroup.com/membership/ Books: https://thedijuliusgroup.com/shop/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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    46 mins
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