Aug 18, 2020
Episode 100 of Exceeding Expectations and we welcome back John
Di Julius for the second time. He was previously a guest on episode
14 which was by far the most downloaded episode of this show which
was because the episode was filled with great wisdom on customer
service.
John is THE Authority on how to provide a world-class customer
experience. He is n international consultant and best-selling
author of five books. He works with companies like The
Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel,
PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson,
State Farm, Chick-fil-A and many more.
Some of the topics discussed in this episode:
- CXO - Chief Experience Officer- one of the biggest growing
positions in last few years while Chief Marketing Officer is
declining
- John's CX Executive Academy - 10 commandments which
include:
Customer service vision action statement
Worldclass internal culture
Non-Negotiable Standards And Secret Service Systems
Zero Risk
Above And Beyond
World Class Leadership
- CX Coaching -licensing methodology to coaches
- What is “A Daymaker”?
- Importance of emotional intelligence
- Soft skills training
- Mentoring-value of it
- Quality of life now rather than someday
- Money does not produce passion, passion produces money
- John’s Personal vision statement: "To live an extraordinary
life so that countless others do”
- John's "Customer Service Revolution" conference- Every Thursday
in October from 3pm 4-30pm EST
25 speakers inc Seth Godin, Guy Kawasaki, Mikki Williams, Tom
Bilyeu,
Jesse Itzler, Adrienne Bankert, Ken Blanchard, David Horsager,
Darren LaCroix,
Bronkar Lee,
Tom Ryan,
Dr. Paul Bizjak,
Chris Larkins,
J.R. Heckman,
Dave Murray,
Jess Pischel
More details at: https://customerservicerevolution.com/
John's Books:
The Relationship Economy: Building
Stronger Customer Connections in the Digital Age
The Customer Service Revolution: Overthrow Conventional
Business, Inspire Employees, and Change the World
Secret Service: Hidden Systems That Deliver
Unforgettable Customer Service
What's the Secret?: To Providing a World-Class Customer
Experience
The Best Customer Service Quotes Ever Said
John's Favourite Book: From the Ground up by Howard
Schultz
Favourite Quote: "Act as if today is the day you will be
remembered for how you treat others" - John Di Julius
Links: