The Lazy Way Out: Why Your Customer Experience Inconsistency Is a Leadership Problem, Not a People Problem

May 04, 2026 | By: John DiJulius

What Marc Benioff’s Callout of His Fellow CEOs Reveals About Building a Turnkey System for Consistency Marc Benioff Said Something This Week That Every Leader Needs to Hear On April 7th, Salesforce CEO Marc Benioff went on record with a take that made headlines across the business world. Speaking about the wave of tech layoffs... 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

Building True Customer Loyalty: The Power of Small Gestures

February 02, 2026 | By: John DiJulius

How world-class companies create lasting customer loyalty through intentional details, not expensive reward programs—featuring proven strategies from Ritz-Carlton, Starbucks, and hospitality leaders. Your competitor just launched a flashy new loyalty program. Points, tiers, exclusive perks. Your leadership team is nervous. Should you match it? Go bigger? Offer deeper discounts? Here’s what most leaders miss: The… Read Full Article

The Advantage No One Can Copy: Making Service Your Ultimate Differentiator

January 20, 2026 | By: John DiJulius

How to build a customer experience strategy that creates competitive advantage through systems competitors can’t duplicate—featuring proven frameworks from companies like Starbucks, KeyBank, and Domino’s. You’ve seen it happen. A competitor launches a new app feature on Monday. By Friday, three others have rolled out something similar. Someone drops their prices, and suddenly everyone’s in… Read Full Article

Why You Want to Train Your Employees to Surprise & Delight Your Customers

January 19, 2026 | By: John DiJulius

Opportunity to Differentiate According to a Gallup Survey, 49% of Americans say customer service has gotten worse in the last year. Only 6% say it has improved. *CSRevolution Podcast Episode 236: How Can I Make Customer Experience A True Competitive Advantage In 2026? This Week’s Customer Experience Microlearning Watch and share this amazing 1-minute service… Read Full Article

How to Make Your Customers Feel Like Your #1 Priority

January 12, 2026 | By: John DiJulius

An Above & Beyond Story that Literally Saved a Customer’s Life Check out this incredible story of a Florida chef searching for his loyal customer who hadn’t been in. *Related – 5 Customer Experience Strategies For 2026 This Week’s Customer Experience Microlearning Have your team answer these three questions to focus on building a consistent,… Read Full Article

5 Customer Experience Strategies for 2026

January 05, 2026 | By: John DiJulius

One constant I have heard repeatedly this past year is that customers’ expectations have never been higher. I totally disagree. I believe customers are less tolerant of poor service and are more willing to voice their frustration and switch brands faster than ever. Customers are tired of the customer service recession. They have had to… Read Full Article

Building Leadership Capabilities in the Employee Experience Era

December 15, 2025 | By: Dave Murray

How today’s top organizational challenge becomes your greatest competitive advantage According to recent research from Blanchard Companies, the #1 business challenge organizations face today is building leadership capabilities, surpassing concerns such as supporting agility (36%), boosting performance (31%), improving retention (23%), and managing the workforce impact of AI (21%). This confirms a truth many organizations… Read Full Article

Are You Getting Enough Customer Complaints? Plus Much More…

December 09, 2025 | By: John DiJulius

KLM Provides Excellent CX to Non-KLM Passengers KLM Royal Dutch Airlines is the national airline of the Netherlands and is renowned for its excellent customer experience. However, you have to fly KLM to experience it. That is why, for one week, KLM decided to help out all travelers, including those who don’t fly with KLM…. Read Full Article