Consistency Is the Experience: Why the Best Brands Are Known for Being the Same Every Time

November 10, 2026 | By: John DiJulius

Think about the restaurant you go back to again and again. Odds are it isn't the place that gave you the single greatest meal of your life. It's the place that has never let you down. You know what the burger will taste like. You know the server will greet you within a minute. You... Read Full Article

The Connection Between Employee Happiness and Customer Happiness

November 05, 2026 | By: John DiJulius

What is the connection between employee happiness and customer happiness? Consider what happens when an employee wants to help a customer but the tools they depend on keep failing. Frustration builds on both sides. In Episode 278 of The Customer Service Revolution Podcast, John DiJulius encourages leaders to walk in their employees’ shoes and understand… Read Full Article

How Do I Get My Frontline Team Ready for the Holiday Rush?

November 03, 2026 | By: John DiJulius

Picture a new seasonal hire on her first Saturday in November. She gets a name tag, a 20-minute video and a register code, and an hour later she's standing in front of a line of 15 people while a Customer asks her about a return policy nobody explained to her. She didn't fail. We failed... Read Full Article

Strong Enough to Listen: Better Leadership, Better Customer Experience

October 29, 2026 | By: John DiJulius

How to Make People Feel Heard—Even When You Can’t Say Yes An employee brings you an idea. A customer explains a frustrating experience. Before they finish, you already have an answer. But have you heard what matters most to them? In Episode 277 of the Customer Service Revolution Podcast, John R. DiJulius III welcomes Lisa… Read Full Article

How Do I Eliminate Customer & Employee Complaints Permanently?

October 27, 2026 | By: John DiJulius

Two Headlines, One Problem Last week, two stories from opposite sides of the world caught my attention, and I think they're really the same story. In Canada, the Commission for Complaints for Telecom-television Services (CCTS) reported on October 21 that it has received 53,195 complaints so far this complaint period. That's up 79% from the... Read Full Article

How to Defend Customer Experience Investment to a Skeptical Board

October 22, 2026 | By: John DiJulius

Customer Experience ROI: How to Make the Business Case Your board wants growth. Your CFO wants a measurable return. You want to improve customer experience. How do you connect those priorities—and get the investment approved? In Episode 276 of The Customer Service Revolution Podcast, Denise Thompson puts John DiJulius in the boardroom to answer the… Read Full Article

The Pretty Woman Problem: What Kelly Clarkson’s Brooklyn Store Feud Teaches Every Business About Customer Perception

October 20, 2026 | By: John DiJulius

Who was right doesn't matter For three days this week, the internet argued about one question: did a Brooklyn shop employee really size up Kelly Clarkson and decide she couldn't afford a $15,000 mechanical bird? I'm going to tell you something that might sound strange. It doesn't matter who was right. I've been saying it... Read Full Article

How to Turn Customers into Fans with Tai Anderson

October 15, 2026 | By: John DiJulius

How to Turn Customers into Fans What happens after someone buys from you determines whether they return, recommend you, or move on. In Episode 275 of The Customer Service Revolution Podcast, John DiJulius sits down with Tai Anderson, a founding member of Grammy-winning band Third Day and author of Market Like a Rockstar: Stand Out…. Read Full Article

State of AI: Over Hyped, Disappointment, and Backlash

October 13, 2026 | By: John DiJulius

“People are feeling the anxiety & uncertainty, and the fragile nature of this time. The relevance around community, sense of humanity, the third place, people are longing for human connection. Take it personal. Understand your responsibility to every customer and partner. That’s how we win.” – Howard Schultz at the Starbucks Leadership Experience The rapidly... Read Full Article

AI and CX: Don’t Automate the Relationship

October 08, 2026 | By: John DiJulius

AI and Customer Experience: Don’t Automate the Relationship AI and customer experience belong in the same leadership conversation. The question is where technology can make service better—and which moments still need a person. In episode 274 of the Customer Service Revolution podcast, John DiJulius welcomes Jess Pischel, founder of Cleveland-based Human First AI Consulting. A… Read Full Article