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 sales growth, customer retention, referrals, service recovery costs, and the difference between measuring customer sentiment and customer behavior.

John also explains how a Return on eXperience—or ROX—dashboard helps leaders identify the metrics that matter for their business.

In this episode:

• Connect customer experience improvements to potential revenue.
• Understand earned sales growth from repeat business and referrals.
• Examine the hidden costs of poor service.
• Evaluate automation beyond immediate cost savings.
• Identify when a CX investment does not deserve approval.
• Prepare a stronger case for your next budget meeting.

Download the ROX Dashboard Template:
https://thedijuliusgroup.com/rox-dashboard/

Schedule a conversation with The DiJulius Group:
https://tdg.click/call

Find The Customer Service Revolution Podcast wherever you listen:
https://thedijuliusgroup.com/the-customer-service-revolution-podcast/

What gives a customer a reason to return—and bring someone else with them?

John DiJulius welcomes Tai Anderson, a founding member of Grammy-winning band Third Day and author of Market Like a Rockstar, for a conversation about customer loyalty, brand trust, and earning referrals.

Tai shares his ROCKSTAR framework and explains why the experience after the sale deserves as much attention as the effort to win a new customer. Together, they explore how to ask for referrals at the right time, stay connected with existing customers, and make appreciation personal for customers and employees.

In this episode:

• Why fandom goes deeper than brand preference
• How customer experience becomes part of your marketing
• Why referrals depend on trust and timing
• The eight stages of the ROCKSTAR framework
• How a short video can make a thank-you more meaningful
• The connection between employee loyalty and customer experience

Connect with Tai:
https://taianderson.live/

Explore the book:
https://taianderson.live/book

Find The Customer Service Revolution Podcast wherever you listen.

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

AI can help your team clear the busywork. Which customer moments still need a human?

John DiJulius welcomes Jess Pischel, founder of Human First AI Consulting and former senior customer experience consultant and Customer Experience Executive Academy dean at The DiJulius Group.

Together, they explore AI and customer experience through practical examples: turning workshop notes into usable information, challenging an employee onboarding process, and improving handoffs between chatbots and employees.

Jess shares three questions leaders can ask before exploring an AI use case and explains why employee involvement matters. John and Jess also discuss the conversations that should retain human empathy, accountability, and judgment—from service recovery to employee recognition.

In this episode, you'll learn:

• Why automating a messy workflow can deepen the problem.
• Where AI may relieve repetitive work that drains your team.
• How to involve employees and discuss both wins and failures.
• Why a chatbot handoff should preserve the customer's context.
• Which moments call for human judgment and a personal conversation.
• How to start small rather than chase every new tool.

Connect with Jess and explore the resources discussed:

Human First AI Consulting: https://www.humanfirstaiconsulting.com/

AI Readiness Assessment: https://www.humanfirstaiconsulting.com/ai-readiness/

Human First AI Collective: https://hfaicollective.com/

AI training and TechCred information: https://www.humanfirstaiconsulting.com/techcred-reimbursement/

Listen and explore more episodes:

Find the Customer Service Revolution podcast wherever you listen.

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

Know a leader deciding where AI belongs in the customer experience? Share this episode with them.