Media and Highlights

The Customer Service Revolution Podcast featuring Speakers and other amazing thought leaders

Customer Service Revolution

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!

Episode Summary

What separates world-class customer experience companies from everyone else? It’s not budget. It’s not luck. It’s a system.

In Part 1 of this two-part series on the Customer Service Revolution podcast, John DiJulius — founder of The DiJulius Group and the CX architect behind Chick-fil-A, Starbucks, Nestle, Ritz-Carlton, and top hospitals, financial institutions, and luxury resorts worldwide — begins breaking down the 10 Commandments of Customer Experience: the gold-standard methodology that has transformed how C-suite leaders design, implement, and sustain world-class customer and employee experiences.

This episode covers the first half of the framework — from igniting your CX revolution to building your signature experience and creating a zero risk organization. Part 2 (next week) will cover the employee experience, training, and implementation commandments.

This isn’t theory. This is the actual operating system behind the most admired brands in the world — codified, structured, and sequenced so any organization can implement it.

What You’ll Learn in Part 1

• Why John created the 10 Commandments: The frustration of watching great CX collapse as companies scale — and the realization that no one had ever codified how world-class companies actually do it

• Commandment 1 — Ignite the CX Revolution: How to draw a line in the sand as a CEO and make customer obsession a non-negotiable organizational commitment (includes the ‘Day in the Life of a Customer’ video tool used in new hire orientation)

• The Customer Experience Action Statement: Why mission statements don’t drive behavior — and how one action statement built on 3 pillars aligns every employee in every interaction

• The Never & Always Tool (Customer Bill of Rights): The fastest and most immediately transformational CX tool in the framework — 8-10 non-negotiable standards that eliminate employee roulette, department roulette, and location roulette

• Commandment — Signature Experience Design: How journey mapping from the customer’s vantage point creates a differentiated experience that makes your brand impossible to replicate

• Zero Risk Organization: What it truly means (hint: it’s not about never dropping the ball) — and how empowering frontline employees to recover brilliantly creates loyalty no marketing budget can buy

• Above & Beyond Culture at Scale: Why telling employees to ‘go above and beyond’ doesn’t work — and the top-of-mind awareness system that makes wow moments a daily norm

• The North Star Framework: Why ‘flavor of the month’ management destroys CX consistency — and how anchoring to one methodology creates shared language, accountability, and lasting culture change

• Tune in next week for Part 2: The employee experience, attraction and hiring, training and implementation, and leadership commandments

Key Insights for C-Suite Leaders

• “Good isn’t good enough. If you want to be the most customer-obsessed company in your industry, okay is the enemy.” — John DiJulius

• “The number one CX problem is consistency — and the root cause is 100 different personal interpretations of what great service means.” — John DiJulius

• “When you tell 100 employees to deliver genuine hospitality and don’t define it, one person thinks a head nod counts. You need it trainable, observable, measurable, and actionable.” — John DiJulius

• “Technology doesn’t differentiate you. Technology keeps you at pace. Your signature experience is what makes price irrelevant.” — John DiJulius

• “The 10 Commandments don’t change. The internet came. Social media came. AI is coming. Those are tools within the commandments — not new commandments.” — John DiJulius

Who This Episode Is For

• CEOs and C-suite executives building or rebuilding their CX strategy

• Chief Experience Officers and CX Directors seeking a proven, scalable framework

• VP of Customer Success leaders struggling with inconsistency across teams or locations

• Operations leaders who want to eliminate service defects and reduce complaint volume

• HR and L&D leaders designing onboarding and training that actually changes behavior

• Entrepreneurs and founders who want to scale culture without losing quality

• Any leader who has tried to improve customer experience and hit a wall

Links:

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Company Service Aptitude Test: https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/

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