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Series 1: Exceeding Expectations - Episodes 1 to 100

Series 2: Happy vs Flourishing - Episodes 1 to 25

Series 3: Habits & Health - Episodes 1 to ?

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:

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



The DiJulius Group Site -
The Customer Service Revolution -
Twitter: @johndijulius
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Full shownotes including transcription available at: