20+ Years
500+ Organizations
250M+ Revenue Growth
Trusted by the world's most admired brands.
PROBLEM & STAKES
Your customer experience is great on your best days. Inconsistent on the rest.
- Some customers get white-glove treatment. Others get “good enough.”
- Every location, department, and manager delivers CX their own way.
- You can’t scale growth on an experience that changes weekly. And you can’t make price irrelevant when poor service is the reason customers don’t come back.
Let’s diagnose your CX gaps. 30 minutes. No pitch.
HOW WE HELP
Three ways we help you build a legendary,
consistent experience.
Customer Experience and Employee Experience Consulting
Hands-on consulting to fix CX and EX gaps, align your leaders, and engineer a consistent experience your customers and team feel every day.
CX Executive Academy (CXEA)
A 12-month certification, often called the master's degree in customer experience. Build internal CX champions who lead your team to create sustainable, measurable change.
Keynotes
High-impact keynotes that turn customer experience from a buzzword into a business strategy. Trusted by Fortune 100s, franchises, association and industry events.
HOW IT WORKS
Get started in 3 simple steps
Schedule a CX
Strategy Call
Tell us your goals and challenges. 30 minutes. No pitch.
We Diagnose Your
CX Gaps
We identify the gap between intended and actual customer experience.
You Get a Custom
CX Roadmap
A clear plan with priorities, training steps, and the results you can expect.
CASE STUDY
From Experience to Revenue: Real
Transformation
WorldWide Express
About company
Company: Worldwide Express
Industry: Third-Party Logistics
Location: Nationwide
Worldwide Express was losing clients to lower-priced competitors in a crowded logistics market. Inconsistent service was costing them business. They needed a system to make experience the reason customers stayed.
Results
97%
Increased client retention from 81% to 97% in 4 quarters
$120M
Grew annual sales from $80M to $120M
3%
Reduced customer attrition from 19% to 3%
NewDay USA
About company
Company: NewDay USA
Industry: Mortgage Lending
Location: Nationwide
NewDay USA serves Veterans in an industry where good service is rare. They needed a more consistent, reassuring client experience and stronger team readiness across communication and speed-to-close.
Results:
$2M+
Cut Veteran opt-outs from 15% to 8%, adding $2M+ in monthly revenue
7 days
Improved application-to-close time by 7 days
88%
Increased new-hire engagement and reduced uncontacted candidates by 88%
KeyBank
About company
Company: KeyBank
Industry: Banking & Financial Services
Location: Nationwide
KeyBank wanted a more consistent, emotionally intelligent client experience across teams while strengthening employee engagement at scale.
Results
+28 pts
NPS increased by 28 points over five years
Stronger
Frontline engagement and record-breaking performance
Higher
Client retention, referrals, and emotional connection
Invest West Management
About company
Company: Invest West Management
Industry: Real Estate Services
Location: Oregon and Washington
Invest West Management needed to fix inconsistent communication, raise service standards, and build a more reliable customer experience across teams.
Results
+44%
Increase in positive customer feedback
-36%
Drop in customer complaints
99.95%
Resident retention. 97.22% association retention.
Charlotte-Mecklenburg Police Department
About company
Company: Charlotte-Mecklenburg Police Department
Industry: Law Enforcement / Public Sector
Location: Charlotte, NC
CMPD needed to rebuild public perception, internal morale, and service consistency across a large law-enforcement agency while facing scrutiny, staffing shortages, and resistance to change.
Results
84%
Customer satisfaction grew from 43% to 84%
2,500
Employees trained through the CMPD Serves program
150+
Acts of Excellence awarded; 4,300+ positive BWC tags logged
Woodbine Manufacturing
About company
Company: Woodbine Manufacturing
Industry: Manufacturing
Location: Iowa, Arizona and Europe
Woodbine Manufacturing needed a more consistent customer experience across departments as long-tenured team members retired and new employees took over.
Results
Stronger
Empathy and customer-focused communication
Tighter
Teamwork across departments and handoffs
Built
Service standards, training systems, and CRM tools
INDUSTRIES WE SERVE
Proven across the industries you compete in.
MEET JOHN DIJULIUS
We've helped brands like The Ritz-Carlton and Chick-fil-A turn service into a competitive advantage.
John DiJulius is a bestselling author, keynote speaker, and the strategist behind the customer experience playbooks used by Starbucks, Lexus, Celebrity Cruises, and Marriott. For 20+ years, he’s helped Fortune 100s and franchise systems make price irrelevant.
THE LATEST FROM JOHN
Build a culture that your customers can feel.
The new book from bestselling authors John DiJulius and David Murray. The playbook for building an employee experience so strong it shows up in every customer interaction, every location, every day.
RESOURCES & INSIGHTS
Ideas the world's best companies
use to make service their advantage.
WHAT OUR CLIENTS SAY
We don't just talk. We deliver.
Craig Russel,
Executive Vice President
Starbucks Coffee
The DiJulius Group ... helped Starbucks take service to new levels by not only creating a Customer Experience Action Statement but also by helping us adhere to a common goal.
Chuck Runyon,
CEO and Co-Founder
Anytime Fitness
Our net promoter scores are improving, our franchise owners are delivering a better experience and our employees are happier. Customer service is an elixir for your entire network and The DiJulius Group delivers!
Rob Posner,
CEO
NewDay USA
The DiJulius Group and John reinforce one of our Core Values of providing Veteran families World-Class Customer Service. They provide a unique and different opportunity that is focused on the strategy of what it means to provide a Best-in-Class experience for our customers.
Jeff Rosen,
Executive Vice President
U.S. Bank
The DiJulius Group helped our team build non-neogitatiable service systems which consistently create a WOW experience for our customers.
Melissa Gottlieb,
Director of Sales
Smart Business Magazine
The DiJulius Group showed us the key to maintaining a high retention rate year after year.
Brian Aust,
Chief Strategy Officer
Profile by Sanford
We have no doubt we selected the right consultants to help us focus and make these big changes. Thanks for being an example of the service mindset that we can all follow.
Lisa Lutoff-Perlo,
President and CEO
Celebrity Cruises
If true customer and employee loyalty is what you are looking for, [The DiJulius Group] will help you and your team build a genuine human connection and improve the impact this connection has on brand experience in the digital age.
David Mortensen,
President and Cofounder
Anytime Fitness Worldwide
John takes customer service from thought to action—truly a difference maker for all!
Mike Hodges,
CEO
Advanced Financial
The DiJulius Group provides the systematic approach to improve service, along with the accountability required to implement it.
GET YOUR FREE CX DIAGNOSIS
Find out where your customer experience is losing revenue.
Most companies don't lose customers in one big moment. They lose them in a dozen small ones — a slow response, a confused handoff, an inconsistent location. We'll help you pinpoint where service is breaking down across your teams and touchpoints, then prioritize the fixes that protect revenue fastest.
Sales and general inquires
[email protected]
Call us
2168391430
Tell us where it hurts.
A 30-minute call. We'll diagnose the gaps. You decide what's next.
READY WHEN YOU ARE
Make experience your
competitive advantage.
Book a 30-minute call. We'll show you where service is losing
revenue and whether now is the right time to fix it.