258: When Service Innovation Makes Customer Experience Worse
Why AI, automation, and self-service only improve customer experience when they reduce effort without removing humanity. Summary n this epis...
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Customer Service Revolution
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 w...
Customer Service Revolution Podcast Guide
Listen to Customer Service Revolution, a Business podcast by John DiJulius. Stream 259 episodes in English, follow new audio stories, and play episodes online on Radio and Podcast.
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257: Happy Employees Create Happy Customers? Not Automatically
The real link between employee experience and customer experience is not happiness alone. It is readiness, training, empowerment, accountabi...
256: Daniel Pink on the Human Skills AI Can't Replace
Why taste, touch, composition, and wisdom may become the most valuable leadership skills in the age of AI. Summary In this episode of The Cu...
255: Is Your Customer Experience Better—or Are You Just Measuring the Wrong Things?
John DiJulius explains why so many leaders believe their customer experience is improving while customers feel something very different. Sum...
254: Incentives That Drive Service Behaviors
Are Your Incentives Creating the Customer Experience You Actually Want? Summary: John DiJulius explains how the behaviors your company rewar...
253: More Than a Keynote: How Great Speakers Help Companies Change
What Companies Should Know about a Customer Experience Keynote Speaker Summary: In this episode of The Customer Service Revolution Podcast ,...
252: The Skills Leaders Need When AI Changes Everything
Why Human Leadership Is the New Competitive Advantage in the Age of AI Summary: AI is changing how companies operate, scale, and compete. Bu...
251: Why Customer Experience Leaders Must Prove ROI
Learn how to prove customer experience ROI by measuring Return on Experience, customer retention, referrals, earned sales growth, complaints...
205: The Secret to Scaling Service Culture Across 19 Resorts (pt 2 of 2)
How do you scale a world-class customer experience across 19 resort properties and 20,000 employees? Summary: This episode is part 2 of 2 In...
249: What It Really Takes to Scale Customer Experience Across 20,000 Team Members
How do you scale a world-class customer experience across 20,000 employees and 19 resort properties? Summary: What happens when a hospitalit...
248: What Target's Decline Teaches Every CEO About Customer Experience
Target's decline: A conversation on leadership drift, relationship capital, employee experience, and the warning signs that a brand is losin...
247: What Makes Customers Stay Loyal and Come Back
Summary: What makes a company the kind of brand customers would actually miss if it disappeared tomorrow? In Episode 247 of the Customer Ser...
246: The 6 Steps to a Successful CX Initiative
Summary: Most customer service initiatives do not fail because leaders do not care. They fail because they launch with excitement, then dail...
245: 5 Strategies Invest West Used to Build a Customer Experience Culture That Sticks
How Invest West Took What They Learned at The Customer Experience Executive Academy and Built a Customer Experience Culture That Sticks Summ...
244: Customer Experience Leadership Challenges Solved
Summary: What does it really mean to be customer-centric? Where should leaders start if they want to build a culture obsessed with customer...
243: Culture vs. Compensation: Why 82% of Managers Are 'Accidental' and How It's Costing You Talent
Summary: After decades of working with world-class organizations, we've learned something that surprises most leaders: employees don't leave...
242: The Customer Experience Blueprint Used by CFA, Ritz pt2
The 10 Commandments Part 2: Why Your Customer Experience Can't Exceed Your Employee Experience What separates world-class customer experienc...
241: CX Strategy Blueprint Part 1: The Proven Framework That Chick-fil-A, Starbucks & Ritz-Carlton Use to Dominate Customer Experience
Episode Summary What separates world-class customer experience companies from everyone else? It's not budget. It's not luck. It's a system....
240: 7,000 Locations, One World Class Culture: Dave Mortensen on Franchising the Right Way
Summary of How to scale a world class culture in your franchise: Want to know how to franchise a business and maintain world-class culture a...
239: How to Measure Customer Experience ROI and Reduce Marketing Costs by 50%
Summary Are your rising customer acquisition costs eating into profits while your NPS surveys gather dust? Discover Earned Sales Growth (ESG...