“Back to Starbucks” Is Working. Here’s the Leadership Lesson Behind It.
April 20, 2026 | By: John DiJulius
How One Brand’s Comeback Reveals the Answer to Modeling the Behaviors You Want to See I’ll Be Honest With You About Starbucks I have a complicated relationship with the Starbucks story right now. On one hand, I’ve spent 25 years holding them up as one of the greatest customer experience organizations ever built. I helped... Read Full Article
Tariffs Are Scaring Your Customers Into Shopping on Price. Here’s How You Win Anyway.
April 13, 2026 | By: John DiJulius
Your Customers Are Scared. What Are You Going to Do About It? I’ve been in the customer experience business for over 25 years. I’ve consulted through recessions, a global pandemic, and more rounds of “unprecedented uncertainty” than I can count. But what’s happening right now, in April 2026, is one of the most important moments… Read Full Article
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
