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Customer Service RevolutionAuthor: John Dijulius
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! Language: en Genres: Business, Entrepreneurship, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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244: Customer Experience Leadership Challenges Solved
Episode 244
Thursday, 12 March, 2026
Summary: What does it really mean to be customer-centric? Where should leaders start if they want to build a culture obsessed with customer experience? In this special mailbag episode of the Customer Service Revolution Podcast, Denise Thompson puts John DiJulius in the hot seat with real questions from leaders about customer experience, culture, and leadership alignment. They tackle topics every organization struggles with: • The difference between customer service and customer-centric culture • How to get leadership aligned around CX • Why employee experience alone does not guarantee great customer experience • What to do with employees who resist new service standards • How to know whether your CX issues are leadership problems or operational problems John also shares lessons learned from 33 years in business, including one leadership mistake he wishes he had corrected sooner. If you're a CEO, executive, or CX leader trying to build an organization customers cannot live without, this episode will give you practical insight you can apply immediately. Listen in as Denise fires the questions and John answers them live. What You'll Learn: Customer centricity must start at the top of the organization. Customer experience is not a "program of the year." It must be an ongoing leadership obsession. Companies that chase short-term wins often sacrifice long-term loyalty. Hiring and training for service aptitude is critical to delivering consistent customer experiences. Employee engagement alone does not produce great CX — employees must also be trained how to deliver it. Leaders should focus their energy on the believers and fence-sitters, not the critics and cynics. Allowing high-producing employees to ignore the culture can undermine the entire organization. Key Quotes: "Customer experience isn't the flavor-of-the-month program. It's an obsession." "There is no Ozempic for customer experience." "If customer experience is not a value of the CEO and the C-suite, it will never become a value of the company." "Employee experience helps create great customer experience, but it doesn't guarantee it." "Celebrate the believers and you'll win the fence sitters." 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 If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ 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.
