How to Turn Customers into Fans with Tai Anderson

October 15, 2026 | By: John DiJulius

How to Turn Customers into Fans What happens after someone buys from you determines whether they return, recommend you, or move on. In Episode 275 of The Customer Service Revolution Podcast, John DiJulius sits down with Tai Anderson, a founding member of Grammy-winning band Third Day and author of Market Like a Rockstar: Stand Out…. Read Full Article

State of AI: Over Hyped, Disappointment, and Backlash

October 13, 2026 | By: John DiJulius

“People are feeling the anxiety & uncertainty, and the fragile nature of this time. The relevance around community, sense of humanity, the third place, people are longing for human connection. Take it personal. Understand your responsibility to every customer and partner. That’s how we win.” – Howard Schultz at the Starbucks Leadership Experience The rapidly... Read Full Article

AI and CX: Don’t Automate the Relationship

October 08, 2026 | By: John DiJulius

AI and Customer Experience: Don’t Automate the Relationship AI and customer experience belong in the same leadership conversation. The question is where technology can make service better—and which moments still need a person. In episode 274 of the Customer Service Revolution podcast, John DiJulius welcomes Jess Pischel, founder of Cleveland-based Human First AI Consulting. A… Read Full Article

Will Customers Pay $2-3k for the Apple iPhone Duo / How Apple Wins by not being the Innovator, rather a Fast Follower / Super Proud Dad

October 06, 2026 | By: John DiJulius

Super Proud Dad I am proud to share that my middle son, Cal, got married in Sweden this past July. It was a spectacular experience. Cal was featured in Vogue magazine for having his tuxedo made from his late mother’s wedding dress. Amazing Best Man Toast When I tell people I am not the best... Read Full Article

How do I Create a Turnkey System for Consistent Customer Experience?

October 01, 2026 | By: John DiJulius

How to Create a Consistent Customer Experience Without Employee Roulette What happens to your customer experience when your best employee calls off? If customers receive exceptional service from one employee and a disappointing experience from another, your brand promise depends on who happens to be working. John DiJulius calls this “employee roulette”—and it can show… Read Full Article

The Downfall of Nike. Go Woke…Go Broke?

September 21, 2026 | By: John DiJulius

When Brands Chase New Customers and Lose the Ones Who Built Them Nike is trading around $35.51 as of September 21, 2026, near multi-year lows. The stock is down 39.3% year-to-date and roughly 50% below its 52-week high of $76.97. Zooming out further, Nike has fallen 79% from its 2021 high, and has lost about... Read Full Article

Three Qualities the 100 Best Companies to Work for have in common / Is AI Costing More than the Humans it has Replaced? / What your Real Flex is

September 21, 2026 | By: John DiJulius

Three Qualities the 100 Best Companies to Work for have in common What sets this year's 100 Best Companies to Work For apart isn't simply who's deploying AI most extensively or effectively — it's who's rebuilding workplace trust, so employees feel backed, valued, and prepared as AI reshapes their jobs. Three patterns set these top... Read Full Article

When Innovation Stops Serving the Customer

September 17, 2026 | By: John DiJulius

Nike. Apple. Starbucks. Gap. Peloton. Some of the biggest brands in the world have faced the same difficult question: How do you evolve without abandoning the customers who made you successful? In Episode 271 of the Customer Service Revolution, Denise Thompson and John DiJulius examine what happens when companies become so focused on innovation, efficiency,… Read Full Article

Why NPS Surveys are a Poor Indicator of CX / Demographic Time Bomb / Jobs Apocalypse was Overhyped / Instead of Doomscrolling, Call someone you Love

September 15, 2026 | By: John DiJulius

Why NPS Surveys are a Poor Indicator of Customer Experience Research from Texas Tech University Studies shows that roughly 83% of customers say they intend to refer the brands that they like, but only about 29% do. Businesses that only measure Net Promoter Score (NPS) or Customer Satisfaction (CSAT) survey results are falling significantly behind.... Read Full Article

The $100 Million Bet on Human Skills in the AI Era Ep 270

September 10, 2026 | By: John DiJulius

The $100 Million Bet on Human Skills in the AI Era EY is investing $100 million in employee rewards for future-focused skills, including judgment, adaptability, collaboration, leadership, innovation, and exceptional client service. In an AI-powered workplace, that is more than a bonus program—it is a signal about where business value is heading. In this episode… Read Full Article