Growing up in the shadow of a family business feels like living within the pages of history, every turn a new chapter waiting to be written.

On this episode of The Customer Service Revolution, that’s the energy Brian Blaushild, president of Famous Supply, brings as he recounts the story of a company that has weathered the storms of change for nearly a century. With roots tracing back to his great-grandfather Hyman, who founded the company in 1933, Brian's tale is one of resilience, foresight, and commitment to values that transcend generations. He takes us through the evolution of this family empire and the cultural bedrock that has allowed Famous Supply to flourish while still retaining the spirit of entrepreneurship that sparked its inception.

Venturing into succession planning, Brian peels back what it takes to usher a fourth-generation family business into the modern era. It's a balance between respecting the old while courting the new, and Brian shares how navigating these transitions is an art and a strategy. We get an insider’s look at the challenges of earning respect within the company ranks, what it takes to build a supportive team, and the bravery required for sweeping changes that keep a business running and sprinting into the future.

You’ll hear Brian’s reflections on the mark left by his late grandfather, Jay Blaushild. He illustrates how Jay's leadership style—a blend of personal connection and a knack for innovation—became the cornerstone of the company's culture. We then explore leadership development within Famous Supply, where passion outweighs resumes, and a commitment to nurturing talent from within created a vibrant, dynamic workplace that feels more like a community than a corporation.

This episode reflects a family's legacy interwoven with the fabric of their business, an example of passion, mentorship, and leading with heart.

Here are just a few takeaways:

• Brian Blaushild's journey leading a fourth-generation family business, Famous Supply, with its nearly century-long history

• The balance between honoring legacy while driving innovation and modernization in succession planning

• The influence of Jay Blaushild's leadership style on the company's culture and the personal impact on Brian

• Cultural fit in hiring practices and maintaining the company's foundational values

• Strategies for developing leaders within the company, emphasizing passion and commitment over formal education

• Continuous learning and adapting to technological changes to keep the business competitive

• Reflections on the significance of family legacy and mentorship in shaping the future of Famous Supply

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/exea

thedijuliusgroup.com/blog

The Employee Experience Revolution book - thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale

www.famous-supply.com

www.linkedin.com/in/brian-Blaushild-05b9895

www.thedijuliusgroup.com

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EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Revolutionize your customer interactions and presentation skills on a path to service excellence. Picture a world where artificial intelligence redefines our potential and empowers customer service agents.

In this episode of The Customer Service Revolution, we reveal how AI liberates and uplifts the spirit of service, turning every customer interaction into an opportunity for extraordinary care and satisfaction. We dive into the center of effective communication, examining the magic of storytelling to captivate and move audiences to action. We discuss the strength of an authentic story and how it can turn even the most skeptical customer into a loyal advocate.

How do the pros keep you hanging on every word of their presentations? We'll explore the five key elements of a riveting presentation, starting with breaking the ice and ending with a mic-drop moment. Learn how to combat the curse of knowledge and make your message resonate with anyone. Through examples like Dan Pink's renowned TED Talk, we explore how a well-told story can change the mundane into the unforgettable and how these strategies can inspire your audience.

Embracing the revolutionary mindset means breaking free from the status quo and leaping toward what could be rather than what is. This episode is a call to live out your ambitions and create a customer service revolution measured by impactful actions rather than mere words.

Be ready to walk away with the resolve to make every customer interaction extraordinary. Let's lead the charge together and rewrite the future of customer service.

Here are just a few takeaways:

• Mastering public speaking with storytelling techniques

• Insights on AI improving customer service by optimizing efficiency and empowering agents

• Strategies for crafting presentations that connect with the audience through emotional storytelling

• The “curse of knowledge” challenge in presentations and the importance of simplifying language

• Five elements of a powerful presentation: icebreaker, setting the stage, providing proof, call to action, and strong close

• The revolutionary mindset for customer service leaders

• AI's role in enhancing employee satisfaction by reducing monotonous tasks and supporting real-time data assistance.

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/exea

thedijuliusgroup.com/blog

www.thedijuliusgroup.com

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.

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

There’s a future where captivating presentations and innovative branding strategies set your business apart.

On this episode of The Customer Service Revolution, John and guest Chris Kocek, CEO of Gallant Branding, share the secrets to delivering presentations that will engage your team and ignite a shared vision that eclipses price wars. Chris brings his wealth of knowledge to the table, revealing how strategic branding and deep insights are crucial to reshaping your business and leading the charge in industry innovation.

We decode the success stories of disruptors like Airbnb and Netflix, tracing their path from recognizing customer pain points to reinventing entire industries. It's not just about the “what” but the “how”—and we'll show you how Liquid Death turned the water brand market on its head with a mix of environmental consciousness and punk rock flair. These are the catalysts for category-defining leaps if you want to challenge the status quo and reframe your brand's narrative.

Finally, say goodbye to the old script as we explore the art of questioning everything. Marvel at how Polaroid's instant photography shaped a culture of immediacy, and Warby Parker's “why not” approach carved out a new vision for eyewear. We're living change by changing contact centers into relationship hubs and placing faith in the power of “what if.”

If you're ready to reshape the way you approach challenges and embrace innovation, this is an episode you can't afford to miss.

Here are just a few takeaways:

• The workshop on mastering presentation skills to rally teams around a brand vision
• Klarna's AI tool's success in automating customer service which can lead to efficiency gains and substantial cost savings
• The importance of strategic branding and insights for business change
• How companies like Airbnb and Netflix leveraged customer pain points to disrupt traditional industries
• Liquid Death's unique branding approach
• The role of customer insights in revolutionizing product development and transforming contact centers into relationship hubs
• Polaroid and Warby Parker's innovative questioning of the status quo
• The power of “why” and “what if” to drive change

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/exea

thedijuliusgroup.com/blog

www.amazon.com/Any-Insights-Yet-Categories-Transform/dp/098928493X

www.linkedin.com/in/chris-kocek-52217a9

www.thedijuliusgroup.com

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.

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Is your company's watchful AI eye crossing the line into employee privacy?

On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence. Guest Juan Jaysingh, the brains behind Zingtree, shares the role AI plays in customer experience and the optimization of agent productivity.

Customer service is a battleground for efficiency, and Juan's expertise reveals how his company is leading the charge. We examine the need for quick solutions to consumer issues and how Zingtree's automated workflows and proactive strategies enhance the power dynamics between consumers and customer service agents. From the innovative strategies of giants like Sony to reduce customer frustrations to empowering consumers through self-service options, anticipating needs revolutionizes service delivery.

Finally, we uncover success stories from enterprises that have integrated Zingtree's AI-powered platform into their customer service operations. Juan shares how companies are reaping the benefits of key performance indicators like ticket deflection and first-time resolution rates. These stories highlight the remarkable cost savings and showcase the efficiency improvements that come with the strategic application of AI in customer service, proving it to be a formidable force for businesses aiming to excel in today's competitive market.

Join us on this journey as we explore the cutting-edge junction of customer satisfaction, technology, and the future of work.

Here are just a few takeaways:

• AI monitoring in workplaces and the ethical and privacy concerns it raises
• AI's role in customer service, including rapid issue resolution and proactive care
• Sony's preemptive customer service measures, like proactive battery replacement for robot vacuums
• AI's nuanced impact on the labor market
• An example of a marketplace reducing staff while maintaining service quality
• Zingtree's AI platform that enhances enterprise customer service by integrating with existing systems for seamless information transfer
• UnitedHealthcare’s significant cost savings and customer satisfaction improvement with Zingtree's rapid deployment
• AI automation and ticketless world vision
• The importance of immediate issue resolution for better customer experiences

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/exea

thedijuliusgroup.com/blog

zingtree.com

www.linkedin.com/in/juanjaysingh

www.thedijuliusgroup.com

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.

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Uncover the future of customer service as we explore the power of AI, where technology meets empathy head-on.

John and his colleague Dave Murray take you through the emerging “collaborative AI” world, redefining traditional customer interactions and the emotional bonds they forge. From tackling empathy fatigue to considering AI as a potential carrier of compassion, we discuss the possibilities and challenges of integrating artificial intelligence into customer relations.

Feel the pulse of purpose in your work with stories that resonate with meaning and connection. This episode reveals meaningful employment's incredible impact on our overall well-being, drawing from powerful stories of companies like Unishippers and New Day USA. These tales inspire and expose the tools for creating deeper bonds with customers and the magic that happens when employees understand and connect with the people they serve.

We embrace the Carpe Momento revolution, an ethos that champions the present as a catalyst for exceptional customer service experiences. We share strategies for injecting kindness and empathy into everyday interactions and creating an environment where employees thrive through the joy of helping others.

This revolution is a mindset shift that celebrates every human connection, reminding us all to actively participate in the narrative of customer service evolution.

Here are just a few takeaways:

• AI's role in customer service by enhancing empathy and emotional connections
• Collaborative AI in contact centers addressing challenges like empathy fatigue and job dissatisfaction
• Purpose-driven work environments linked to improved employee well-being and customer relations
• Recruiting employees with a strong sense of team purpose, like former athletes, to enhance customer experience
• The effectiveness of simple, actionable mission statements in guiding employee-customer interactions
• Daymaker dopamine and the psychological benefits of kindness in the workplace
• Emphasizing the Carpe Momento mindset for present-focused customer service and meaningful human connections

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/exea

thedijuliusgroup.com/blog

thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale

www.thedijuliusgroup.com

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.

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

If you’ve ever felt like your work environment was stifling your potential, that's the spark that ignited a revolution—one that John’s co-author, Dave Murray, and John explore in today’s episode of The Customer Service Revolution.

We unravel the threads that bind employee happiness and business success. The workplace is changing, and leaders must weave a culture that supports and elevates their teams' experiences. Our book, The Employee Experience Revolution, guides this path, uncovering the influences of job satisfaction and leadership on career and life fulfillment.

Have you ever wondered what it feels like to work in a place where your well-being is at the heart of the business? We’ll reveal how nurturing a positive work culture can transform mundane tasks into recognition and personal growth opportunities. John shares insights from the book and his own experiences, drawing parallels between nurturing his team at work and his relationship with his son. The conversation covers topics from personal connections to rejecting hustle culture, emphasizing that a thriving company culture is a bedrock for employee loyalty and organizational prosperity.

Finally, we spotlight leadership's role in revolutionizing the employee experience. We illustrate the connection between satisfied employees, delighted customers, and healthy profit margins with anecdotes and data. As John reminisces about a memorable father-son baseball trip, the essence of our message is clear: building meaningful bonds, whether on the field or in the office, is pivotal to creating an extraordinary life and business.

Here are just a few takeaways:

• Employee experience as a key to business success
• A discussion of “The Employee Experience Revolution” book and the need for leaders to align internal culture with external service goals
• Post-pandemic workforce seeking supportive environments
• The rejection of hustle culture in favor of work-life balance
• Job satisfaction's paramount importance
• The financial benefits of employee happiness on retention and growth
• Leadership's impact on culture and profitability
• The correlation between happy employees, customer loyalty, and profit margins
• Effective recognition in the workplace
• The importance of leaders modeling desired behaviors and investing in continuous training
• John’s personal story of bonding with his son over baseball
• The value of nurturing relationships through common interests
• An audience Q&A exploring the benefits of leadership training and financial implications of employee turnover

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/exea

thedijuliusgroup.com/blog

thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale

www.thedijuliusgroup.com

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.

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Have you ever walked into a store and felt like just another face in the crowd?

This episode of The Customer Service Revolution delves into research from Drexel University that underlines the consumer's desire for authentic interactions in an increasingly automated retail world. John shares a pivotal moment for Starbucks with Howard Schultz's call to reignite the company's foundational values, confronting systemic challenges head-on.

This episode explores the strategies that mold customers into brand advocates. From “The Employee Experience Revolution,” we extract the essence of impactful employee training within the first 90 days. We then move on to crafting a flawless customer journey, tackling service hiccups, and sticking to those non-negotiable brand virtues. Whether it’s the salon industry’s use of capes or a dry cleaner's bag system, we explore personalization tactics that leave a lasting impression on every customer who walks through your doors.

Join us as we chart the path to elevating customer interactions and transforming your workforce into brand evangelists.

Here are just a few takeaways:

• Retail industry shifts back to prioritizing human interaction to bolster customer loyalty
• Research from Drexel University that affirms customer preference for personal touch over technology
• Why Starbucks' Howard Schultz emphasizes the need for companies to reconnect with their core values
• Tackling systemic challenges to maintain customer loyalty amid crises like the Great
• Resignation and supply chain issues
• Insights from “The Employee Experience Revolution” stressing comprehensive training within the first 90 days of employment
• Crafting seamless customer journeys
• Addressing service defects to uphold brand integrity and standards without compromising customer experience
• Turning employees into brand evangelists to foster a workplace culture that resonates with customers and enhances their engagement with the brand
• Personalization techniques that demonstrate the value of tailoring experiences to make customers feel recognized and appreciated
• Personalization and consistency as foundations for customer satisfaction and building lasting brand loyalty

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/exea

thedijuliusgroup.com/blog

www.thedijuliusgroup.com

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.

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Want the secrets to standing out in a crowded market and captivating your customers?

On this episode of The Customer Service Revolution, get ready to change your business as guest Jaynie Smith analyzes the stark reality that many CEOs are in the dark about their competitive edge. John’s conversation with Jaynie dives into customer-centric strategies, where we blow the lid off “blah blah blah” marketing and reveal the remarkable tale of JTECH's restaurant pager breakthrough. Learn the power of understanding your customer's top buying criteria, and hear how a profound shift toward the client's perspective can revolutionize the way you do business.

This is an expedition through the emotions that tie a client to a company, where trust and personal connection transcend transactional relationships. Discover why testimonials echo the heart of what customers most value, and we sift through Jaynie's “Relevant Selling” strategies for gathering genuine client feedback—without breaking the bank.

Jaynie's expertise offers an arsenal for any business ready to level up. Whether you're an entrepreneur or a seasoned business leader, this episode is full of strategies to ensure your company stands out and strikes a chord with every customer it serves.

Here are just a few takeaways:

• Why 95% of CEOs can't articulate their competitive edge, stressing customer perspective over internal opinions
• The importance of aligning business strategies with customers' top buying criteria, featuring the story of JTECH's restaurant pager
• Emotional connections in client relationships and nurturing trust and personal connection beyond transactions
• Strategies for collecting authentic customer feedback
• The power of relevant testimonials in boosting customer loyalty
• Cost-effective customer research methods from Jaynie Smith
• The significance of past performance in marketing messages to differentiate a business from competitors
• Common business flaws, like failing to ask customers what they value and not measuring or updating performance metrics regularly

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/cx-executive-academy-online

thedijuliusgroup.com/blog

thedijuliusgroup.com/my-cxt

smartadvantage.com

jayniesmith.com

www.linkedin.com/in/jayniesmith

www.amazon.com/dp/0385517092/ref=as_li_tf_til?tag=smaadvinc-20&camp=14573&creative=327641&linkCode=as1&creativeASIN=0385517092&adid=0M35TK2H8FBV9B3E9S43&

www.thedijuliusgroup.com

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.

***

Episode Credits:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.