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

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

This Is What CX Obsession Looks Like

September 08, 2026 | By: John DiJulius

Many organizations provide lip service about the experience they provide. It is on everyone's website and listed in their core values. But few companies actually execute it and make it a reality. It has been proven repeatedly that the fastest way to ruin a brand's customer experience is rapid growth. It is easier when you... Read Full Article

Peloton Just Posted Its First Profit in Company History. Their Customers Are Still Furious.

August 18, 2026 | By: John DiJulius

How a Brand Can Fix Its Balance Sheet While Losing the Trust That Built It — and What Every Leader Needs to Learn From It Two Headlines About Peloton. One Brand. Completely Different Stories. In May 2026, Peloton reported its first-ever full-year net profit in company history — $23.2 million in trailing twelve-month net income... Read Full Article

Companies Are Spending More on Employee Engagement Than Ever. Gallup Says It’s Getting Worse. Here’s Why.

August 03, 2026 | By: John DiJulius

Global Employee Engagement Just Hit a Five-Year Low. The Problem Isn’t Awareness — It’s the Absence of a System. The Number That Should Be Keeping Every Leader Up at Night Gallup’s 2026 State of the Global Workplace report contains a finding that deserves far more attention than it has received. Global employee engagement fell to... Read Full Article

Adobe Just Paid $150 Million to Learn What Every Great Service Brand Already Knows

July 28, 2026 | By: John DiJulius

Making It Hard to Leave Is Not the Same as Making Customers Want to Stay — and the Difference Will Cost You A $150 Million Lesson in What Customer Loyalty Actually Means In April 2026, a federal judge approved a $150 million settlement between Adobe and the U.S. Department of Justice, resolving FTC allegations that... Read Full Article

Your Industry is Innovating Service Delivery…So Why Are Your Customers More Frustrated Than Ever?

June 29, 2026 | By: John DiJulius

I See This All the Time — and It’s Genuinely Hard to Watch A leadership team spends 18 months rolling out a new service delivery platform. They’ve done the demos, run the pilots, built the business case. They’re proud of it. And within a few months of launch, the customer complaints start climbing. I’ve walked... Read Full Article

The 20% Rule Every CEO is Ignoring

June 15, 2026 | By: John DiJulius

The Stat That Should Stop Every CEO in Their Tracks Here’s a number I keep coming back to: companies with satisfied employees achieve a 20% higher customer satisfaction rate. Not 2%. Not a rounding error. Twenty percent. 2026 job satisfaction analysis that compiled data across thousands of organizations. And yet, when I walk into most... Read Full Article

Same Sky. Opposite Outcomes. What Delta’s Record Quarter Tells You About Competing on Experience.

June 15, 2026 | By: John DiJulius

While Spirit Airlines Collapsed in May 2026, Delta Posted $14.2 Billion in Revenue. The Difference Was Never About Price. Two Airlines. One Month. Everything You Need to Know About Competing on Experience. In April 2026, Delta Air Lines reported a record March quarter with $14.2 billion in total revenue — up 9.4% from the same... Read Full Article

Amazon Calls Itself “Customer Obsessed.” Then It Cut 30,000 People Who Served Those Customers.

June 08, 2026 | By: John DiJulius

When Your Brand Promise and Your Internal Culture Point in Opposite Directions, Your Customers Feel the Gap The Most Ironic Headline in Business Right Now Amazon has now cut nearly 30,000 corporate roles since late 2025 — its largest workforce reduction in company history. Thousands of those roles were in customer service, human resources, and... Read Full Article