026: Recapping Week 3 of The Customer Service Revolution Conference

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 3 of The Customer Service Revolution Conference, featuring Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius. You will learn: How to address the relationship deficit  How to avoid empathy fatigue Find the conversation gifts You can’t persuade, entertain, or educate without feeling a connection Boring Loses Business - Be Unforgettable Virtual is different  3 Secrets to running more engaging online meetings  Virtual dulls connections –  Master the tools to make it personal again Focus on your friends behind the lens Backgrounds can be distracting, poor lighting, your audio,  Flow matters – Avoid not keeping your audience engaged Change the pace element every 3-4 minutes (ex. tell a story, ask a question, teach) The most important part of a meeting is the thought process of a listener’s mind Use effective pace elements: Well-told stories Elicit emotion 63% of listeners remember stories vs 5% remember statistics  Open with a relatable character, then go into the solution and finish with the outcome Short meaningful clips Ask your attendees to participate, answer, type in, and raise their hands Call your attendees out by name and use polls and breakout rooms Your customer is whoever benefits or suffers from the work you do Customer Experience Cycle (CEC) = Consistency Invisible Service Providers are your back-of-the-house employees who do not come in contact with external customers. They are critical to the overall customer experience. We are all one idea away from changing the trajectory of our lives & business The 3 C’s of customer service: Compliment Congratulate Console Build deep meaningful authentic relationships  Your customers start rooting for you, they want to give you referrals Evening routines – 5- 10 minutes mapping out the next day  Take an inventory of business, friends, associates, who cares, and who’s showing love This is the time to be remembered as a great human Why are chips bad for the dog, but okay for our children to eat? 80% of Americans have at least 1 chronic illness 50% have 2+ It comes down to our lifestyle. The big 4 of our lifestyle choices: Food you eat Exercise you do How you manage your stress How much sleep you get Presenteeism = physically at work but unable to perform your duties. It also applies to our family, spouse, and life The Customer Experience Executive Academy Class of 2021 and the CX Coaching brand   Resources mentioned: https://customerservicerevolution.com/ http://cxcoaching.com/ https://thedijuliusgroup.com/project/cx-executive-academy/ https://thedijuliusgroup.com/project/cx-executive-academy-online/  www.thedijuliusgroup.com 025: Recapping Week2 of The Customer Service Revolution Conference https://thedijuliusgroup.com/csr025    *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com