Must-See Video Interviews with Customer Service Authority John DiJulius: Parts 1 & 2

I had the incredible pleasure of interviewing customer service speaker, author and consultant, John DiJulius. John is truly The Authority on World Class Customer Service and his Secret Service systems can help organizations transform their customer experience into something that is a true source of competitive advantage.

John’s books include Secret Service: Systems That Deliver Unforgettable Customer Service and What’s the Secret? To Providing a World Class Customer Experience

In this four-part interview series, I talk to John about a wide range of customer service topics from the importance of C-Suite buy-in to how companies large and small should approach the customer experience cycle. John’s breadth and depth of knowledge are what put him at the forefront of the customer service field and brings companies like Starbucks, Nordstom and The Ritz-Carlton knocking on his door.

If you want great insights on how to improve the customer experience, check out the videos below!

John DiJulius Interview, Part 1: Customer Service Trends and Investing In Customer Service

In this video, John discusses…

  • Why only 3% of companies have world-class service
  • The importance of viewing customer service as a long term investment
  • How word of mouth has become word of mouse

John DiJulius Interview, Part 2: The Ten Commandments to Providing a World-Class Customer Experience

In this video, John discusses…

  • Commandment 3 and how non-negotiable standards create the burden of the brand
  • Commandment 5 and training the Facebook generation to excel at customer service
  • Commandment 7 and the concept of zero-risk

Make sure to visit the continuation of this series when our next installment arrives: The John DiJulius Interviews Parts 3 & 4


By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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8 replies
  1. Bill Dorman
    Bill Dorman says:

    Very interesting; as he’s talking I’m visualizing all the parts in our process and the areas we do well in and the ones we don’t. I will certainly pass this on to management as I think it’s well worth the time to listen to.

    Thanks for sharing; good stuff.

    • Adam Toporek
      Adam Toporek says:

      Thanks Bill! John has broken the process down so well; I always get great ideas. Make sure to check out video #3 on Monday where we talk about the customer experience cycle.


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  1. V is for Victory, and the Value of Vocabulary – The Alphabet Series Continues with Letter V says:

    […] you’ll deliver your message by Video (thanks Adam Toporek) that, in Judy Dunn‘s words uses “Vaseline-free Verbiage” […]

  2. […] the first two installments in our four-part series with John DiJulius, please watch Must-See Video Interviews with Customer Service Authority John DiJulius: Parts 1 & 2. In those videos, John talks about Customer Service Trends and Investing In Customer Service and […]

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