145: A Woman’s Rise to the Top Using Smarts, Heart, and Courage

Customer Service Revolution

Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success.

This episode of The Customer Service Revolution peels back the layers of customer experience, highlighting how a 5% uptick in retention might skyrocket profits by an astounding 75%. We contrast the effectiveness of different lead types, emphasizing the value of nurturing your existing customer base.

Trailblazing the path to the top, Lisa Lutoff-Perlo, Vice Chairman of External Affairs for Royal Caribbean Group and former President and CEO of Celebrity Cruises, joins us to share her ascent from a sales role to the pinnacle of leadership, shattering industry norms along the way. Lisa's story underscores the importance of mentorship, the unexpected push toward marketing, and a pivotal conversation with an executive coach that sparked her climb. Her journey underscores the power of intrinsic drive and a quest for excellence, offering young women a beacon as they carve their paths in leadership.

John and Lisa reflect on the rollercoaster of emotions and challenges Lisa faced, from pre-pandemic peaks to resilience during the cruise industry’s bleakest moments. Her departure after 39 years marks not just an end but the start of new adventures. We explore her book, “Making Waves,” a chronicle of courage, leadership, change, and sports fandom's influence on personal identity.

Through Lisa's story, we celebrate the spirit of courage and its ripple effect, empowering others to achieve beyond their wildest imaginations.

Here are just a few takeaways:

• Customer retention vs. advertising: a 5% increase in retention can boost profits by 75%
• Lisa Lutoff-Perlo's position as the first female President and CEO at Celebrity Cruises, which fostered gender diversity in corporate leadership
• Her leadership advice for women, including embracing roles before feeling fully prepared
• Leading through COVID-19, leveraging setbacks for strategy and team motivation
• Lisa's departure after 39 years and reflecting on her legacy
• Her book, “Making Waves”
• The importance of empowering others to achieve beyond their perceived limits
• Tesla's advertising approach with $0 spent on advertising yet achieving top industry valuation

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
• thedijuliusgroup.com/project/presentation-skills
• lisalutoffperlo.com
• www.amazon.com/Making-Waves-Womans-Smarts-Courage/dp/1637744803
• www.linkedin.com/in/lisa-lutoff-perlo
• 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.