Category: Zero Risk
Anticipating your service defects and having protocols in place to make it right. All employees must have full awareness of the potential common service defects that can arise at each stage of the Customer experience cycle and be trained and empowered to provide great service recovery when defects arise, so your company is known to be zero risk to deal with.
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
“I Hate AI Chatbots.” — And Why That’s the Best News Your Team Has Heard All Year
April 27, 2026 | By: John DiJulius
How to Inspire Buy-In from Employees Who Think Great Service Doesn’t Matter Anymore Three Words That Dominated Headlines This Week “I hate chatbots.” That was the headline on CNBC’s April 1st story that went viral this past week. And honestly? I wasn’t surprised by a single word of it. I’ve been saying some version of... 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
Your AI Customer Service Strategy Is Driving Customers Away. Here’s How to Fix It.
March 02, 2026 | By: John DiJulius
The AI customer service backlash isn’t about the technology. It’s about what companies are using it for. Here’s the headline that should terrify every C-suite executive in America: according to a January 2026 Kinsta/Propeller Insights survey of over 1,000 U.S. consumers, 93.4% prefer talking to a human over AI for customer service. Nearly 50% would… Read Full Article
Your Signature Experience Is Not a Perk. It’s the Product
February 17, 2026 | By: John DiJulius
What Every CEO Can Learn from Southwest Airlines Right Now. On January 27, 2026, Southwest Airlines boarded its last open-seating flight. Passengers who had flown Southwest for decades lined up one final time without knowing which seat they would sit in. By the next morning, the airline that had been defined for 53 years by… Read Full Article
The 10 Commandments: Your Complete Operating System for World-Class Customer Experience
February 10, 2026 | By: John DiJulius
How leading brands like Starbucks, Chick-fil-A, and Nestlé use this proven methodology to eliminate inconsistency, reduce customer churn, and build cultures competitors can’t copy. You’ve read the books. Attended the conferences. Highlighted the best practices. Your team is nodding along in agreement. But six months later, nothing has actually changed. Your customer experience is still… 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
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
