The Buc-ee’s Paradox: How America’s Cult Convenience Store Earned an “F” While Everyone Still Loves It
April 06, 2026 | By: John DiJulius
When expansion moves faster than your service culture, the cracks always show up in the customer relationship — not the clean restrooms. A look at what Buc-ee’s BBB “F” rating really means, and the five steps every scaling brand must take before it’s too late. ▪ THE NEWS — MARCH 2026 The Better Business Bureau… Read Full Article
What Are the Top Service Trends CEOs Can’t Ignore?
March 30, 2026 | By: John DiJulius
Why the Companies Rushing to Replace People with AI Are Already Reversing Course The Research That Confirms What I’ve Been Saying for Years I’ll be honest — I wasn’t surprised when I read this. But I was glad the data finally caught up. According to new research from Gartner released in February 2026, half of… Read Full Article
How Do I Align Employee Personal Development with Company Goals?
March 20, 2026 | By: John DiJulius
The Answer Hiding Behind the “Quiet Cracking” Crisis What I’m Seeing in Organizations Right Now I’ve been working with organizations across the country for decades, and what I’m seeing right now is something I’ve never quite encountered at this scale. It’s called “quiet cracking,” and it may already be happening inside your organization — even… Read Full Article
What Target’s Brand Collapse Teaches Every CEO About Culture, Identity, and the Frontline
March 16, 2026 | By: John DiJulius
What the fall of one of America’s most beloved retail brands teaches every CEO about culture, identity, and the one thing no restructuring plan can fix. There used to be a joke that only insiders understood. Customers didn’t say they were going to “Target.” They said they were going to “Tarzhay” — the faux-French pronunciation… Read Full Article
Your Engagement Surveys Are Lying to You. Here’s What You Should Measure Instead.
March 10, 2026 | By: John DiJulius
Why 82% of Employees Feel Lonely at Work, Even When Engagement Scores Look Good. I’ve spent the last three decades working side by side with some of the world’s most admired organizations — Starbucks, The Ritz-Carlton, Chick-fil-A, KeyBank, Lexus — helping them build cultures where both employees and customers genuinely thrive. And in that time,… Read Full Article
