We all have different answers to the question, “What is company culture?” Some say it’s values. Others say it’s purpose. However you decide to define it, company culture is the group’s collective personality, encompassing their behavior, knowledge, beliefs, and habits. Great coaches motivate teams and maximize their performance – both on the field and in... Read Full Article The post 106: World Class Leadership – Coaching Culture appeared first on The DiJulius Group ..read more

I am so passionate about what I do and share with my clients how to build a world-class experience (customer & employee) brand. However, that passion tends to be a major problem for me when it takes over and I just start dominating the conversations. So, when I’m on Zoom calls, I literally had to... Read Full Article The post Talking Less, Listening More: Can You Keep Quiet For Longer Than 18 Seconds? appeared first on The DiJulius Group ..read more

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... Read Full Article The post 105: What I Wish My Parents Knew appeared first on The DiJulius Group ..read more

We read about it every day. Companies are charging customers hidden fees. One company eliminates their customer service, another starts charging patients for messages in amounts that would make most consumers say “Ouch” not to mention “You’ve gotta be kidding me!” Unfortunately, this trend is affecting a wide variety of businesses across industries. Frontier Airlines... Read Full Article The post Frontier Eliminates Their Customer Service appeared first on The DiJulius Group ..read more

Many factors have contributed to The Great Resignation that we are currently in. We could point the finger at economic turmoil, bad leadership, a changing culture, and so much more.  However, what is most important is figuring out how to turn this Great Resignation around. How can we turn it into The Great Retention? In... Read Full Article The post 104: How To Turn the Great Resignation Into The Great Retention appeared first on The DiJulius Group ..read more

Poor customer service knows no boundaries and happens across all industries. And in this technological age, bad CX stories abound online with customers eager to vent about their worst customer service experiences so that potential customers can make informed decisions. The following three less-than-happy customers shared their customer service horror stories of 2022: Bank of... Read Full Article The post Top 3 Customer Service Horror Stories Of 2022 And How To Offer Better Customer Experiences In 2023 appeared first on The DiJulius Group ..read more

Many factors have contributed to The Great Resignation that we are currently in. We could point the finger at economic turmoil, bad leadership, a changing culture, and so much more.  However, what is most important is figuring out how to turn this Great Resignation around. How can we turn it into The Great Retention? In... Read Full Article The post 104: How To Turn the Great Resignation Into The Great Retention appeared first on The DiJulius Group ..read more

On January 15th, 2003, my first book, Secret Service: Hidden Systems That Deliver Unforgettable Customer Service, came out. Secret Service detailed how we had built John Robert’s Spa, known locally in Northeast Ohio, into a brand with superior customer service as the single biggest competitive advantage. JR Spa’s rapid growth was getting a lot of... Read Full Article The post Secret Service Turns 20! And The DiJulius Group Is Born, With Superior Customer Service As The Single Biggest Competitive Advantage appeared first on The DiJulius Group ..read more

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience. In this episode, we’re explaining the reason for all... Read Full Article The post 103: The State of Customer Experience appeared first on The DiJulius Group ..read more

Today’s work world is more challenging than ever, with 37% of executives putting in longer hours than pre-pandemic and a whopping 75% reporting job-related physical and mental health issues. They are either already experiencing burnout or are pretty far down the path. A 2021 Gallup survey revealed feelings of depletion and exhaustion were already being... Read Full Article The post Helping Your Executive Team Avoid Or Come Back From Burnout In An Uncertain Economy appeared first on The DiJulius Group ..read more