CATHERINE LAUB: Author Shares Insight and Wisdom in New Book '365 Days of Grace' Now Available
She an author in three books and a few more to come. “Chocolate & Diamonds for the Women’s Soul” has 110 co-authors where she wrote about her Healing Journey.” In “Journey to the Stage, Volume 2” with Women’s Prosperity Network her story is “My Journey to the Stage.” Catherine's goal is to speak…
263: Crisis Management: What Customers Remember Most
Crisis Management: What Customers Remember Most A company may not have caused the crisis—but it still owns the customer experience surrounding it.
In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius examine what leaders should do when customers may be at r…
264: The Friction Tax: Are You Trapping Customers?
The Friction Tax: Are You Trapping Customers? Signing up takes less than a minute. Canceling takes 45.
The cancellation button is buried. Customer support is difficult to reach. Returning a product requires multiple steps. A "retention specialist" keeps a customer on the phone until surrender feel…
265: How to Build Accountability Without Micromanaging
Accountability Without Micromanaging: How Great Leaders Create Ownership Delegating work should free leaders to focus on strategy, relationships, and growth. Too often, however, delegation swings between two unhealthy extremes: micromanagement and abandonment.
In this episode of The Customer Servi…
268: What Does the Future Service-Centric Organization Looks Like
The Customer Service Department Is Dead: What the Future Service-Centric Organization Looks Like Customer service cannot remain the department responsible for cleaning up problems created by the rest of the company. If an organization is serious about becoming service-centric, every department must…
270: The $100 Million Bet on Human Skills in the AI Era
EY is investing $100 million in employee rewards for future-focused skills such as judgment, adaptability, collaboration, leadership, innovation, and exceptional client service. What does that reveal about the future of work?
Denise Thompson and John DiJulius discuss why human skills become more v…
271: When Innovation Stops Serving the Customer
When Innovation Stops Serving the Customer When does innovation stop being customer-centric and start becoming corporate strategy for strategy's sake? In Episode 271 of the Customer Service Revolution, Denise Thompson and John DiJulius examine Nike, Apple, Starbucks, Gap, Peloton and other major br…
272: Your Employee Experience Is Showing Up in Your Customer Experience
Your employees don't experience your organization through its mission statement. They experience it through their leaders.
In Episode 272 of the Customer Service Revolution, Denise Thompson talks with Dave Murray, Vice President of Consulting at The DiJulius Group, about the connection between emp…
273: How do I create a turnkey system for consistency?
What happens to your customer experience when your best employee calls off? In Episode 273 of the Customer Service Revolution Podcast, Denise Thompson and John DiJulius explore how to eliminate employee roulette and create a consistent customer experience across people, locations, and channels. Joh…
276: How to Defend Customer Experience Investment to a Skeptical Board
Your board asks, "What's the return on customer experience?"
Do you have an answer beyond happier customers?
In Episode 276, Denise Thompson puts John DiJulius in the boardroom to explain how leaders can defend customer experience investment with a stronger financial case.
They discuss earned sa…
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