Customer Service Revolution

John DeJulius introduces an episode about building a personal brand with guest Rory Vaden, a New York Times best-selling author and branding expert.

John DeJulius introduces a guest-hosted interview with Brenda Larson on rolling out new content to teams, preceded by a brief CX update.

John DeJulius interviews leaders on identifying and eliminating negative cues in business to revolutionize customer service.

John DeJulius interviews Jessica Shannon, Chief Experience Officer of Sandals Resorts International, about scaling customer experience across 20,000 team members.

John DeJulius and Denise Thompson examine Target’s decline as a leadership and customer-experience problem, arguing that the DEI controversy was “the spark, not the fire.” DeJulius connects Target’s weaker merchandising, longer lines, messy floors, and harder-to-find employees to a decade-long erosion of relationship capital.

John DeJulius and Denise Thompson discuss what makes customers stay loyal to a brand, using examples like Starbucks, and explore the surprising factor that determines customer retention.

John DeJulius outlines six steps to build a lasting customer service initiative, emphasizing commitment over temporary programs.

Dave Murray interviews Rebecca Blaisdell and Megan Francis from InvestWest about five strategies they used to build a lasting customer experience culture.

John DeJulius and Denise use listener questions on the Customer Service Revolution podcast to break down customer centricity, hiring, and measurement.

John DeJulius discusses how poor leadership, not pay, drives employee turnover and shares strategies to reduce turnover by improving culture and leadership behaviors.

“Hire for the heart, train for the part” shapes recruiting, and the wrong fit gets screened out before the interview.

Customer Service Revolution episode 241 breaks down John DeJulius's Ten Commandments methodology, the framework he says brands like Chick-fil-A, Starbucks, Ritz-Carlton, Apple, and Amazon use to shape customer experience.

Dave Mortensen, co-founder of Purpose Brands, explains how Anytime Fitness grew to more than 7,000 locations across 50 countries and 6 million members through franchisee alignment.

John DeJulius interviews Ricky Areola, founder of Inktel, about building a culture obsessed with delivering world-class customer experiences.