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194: Current CX and EX Happenings

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Manage episode 469921942 series 2794944
Content provided by John DiJulius and John Dijulius. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John DiJulius and John Dijulius or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer service. DiJulius advocates for comprehensive training that balances operational skills with soft skills to enhance service aptitude across all levels of an organization. Takeaways:
  • Customers are paying for their own experience, not the employees'.
  • Employee mindset directly impacts customer experience.
  • Leaders should not blame younger generations for work ethic issues.
  • Service aptitude is crucial for exceeding customer expectations.
  • Training should focus more on soft skills than just operational processes.
  • Previous life experiences shape service aptitude significantly.
  • Current work experiences are essential for developing service aptitude.
  • Companies must invest in customer experience training.
  • Removing personal interpretations is key to consistent service.
  • Leadership is responsible for cultivating high service aptitude.

Links:

2025 Livestream Workshops, Register now!

The Customer Service Revolution Podcast

The DiJulius Group

Customer Experience Executive Academy

Employee Experience Executive Academy

Our new best-selling book, The Employee Experience Revolution

Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

  continue reading

219 episodes

Artwork
iconShare
 
Manage episode 469921942 series 2794944
Content provided by John DiJulius and John Dijulius. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John DiJulius and John Dijulius or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer service. DiJulius advocates for comprehensive training that balances operational skills with soft skills to enhance service aptitude across all levels of an organization. Takeaways:
  • Customers are paying for their own experience, not the employees'.
  • Employee mindset directly impacts customer experience.
  • Leaders should not blame younger generations for work ethic issues.
  • Service aptitude is crucial for exceeding customer expectations.
  • Training should focus more on soft skills than just operational processes.
  • Previous life experiences shape service aptitude significantly.
  • Current work experiences are essential for developing service aptitude.
  • Companies must invest in customer experience training.
  • Removing personal interpretations is key to consistent service.
  • Leadership is responsible for cultivating high service aptitude.

Links:

2025 Livestream Workshops, Register now!

The Customer Service Revolution Podcast

The DiJulius Group

Customer Experience Executive Academy

Employee Experience Executive Academy

Our new best-selling book, The Employee Experience Revolution

Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

  continue reading

219 episodes

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