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Author:
John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer and employee experience trends and best practices.

236: How can I make customer experience a true competitive advantage in 2026?

January 15, 2026 | By: John DiJulius

Summary In this conversation, Denise Thompson and John R. DiJulius III explore the critical elements of customer experience that can provide a competitive advantage in today’s relationship economy. They discuss the importance of creating emotional connections with customers, building systems that reduce risk, and developing a signature brand experience that is memorable and unique. The… 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

235: Five Strategies for Customer Experience Success in 2026

January 08, 2026 | By: John DiJulius

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss five essential customer experience strategies for 2026. They explore the concept of a customer service recession, the importance of hiring for service aptitude, the effectiveness of micro learning in training, the need to rethink customer feedback mechanisms, and the… 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

234: Mastering the Certainty Business

December 18, 2025 | By: John DiJulius

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the concept of being in the ‘certainty business.’ They explore how uncertainty is a major source of anxiety for both customers and employees, and how organizations often neglect the human side of communication in favor of technical skills. John… Read Full Article

233: Your CX Questions Answered by the Authority John DiJulius

December 11, 2025 | By: John DiJulius

Summary Your chance to ask John anything!  In this episode of the Customer Service Revolution podcast, Denise Thompson asks John R. DiJulius III questions submitted by our listeners.  They discuss various aspects of improving customer service and employee engagement. They address the challenges of busy schedules, the importance of empathy, recognition, and training, and the… 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

232: Is the AI CX Broken?

December 04, 2025 | By: John DiJulius

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the findings of a Wall Street Journal intelligence report on the impact of AI on customer experience. They explore the disconnect between AI’s potential and its actual implementation in businesses, emphasizing the importance of emotional intelligence and human interaction… Read Full Article

What Every Business Can learn from Chewy.com about the ROI of Customer Experience, Plus Much More…

December 02, 2025 | By: John DiJulius

This week’s Customer Experience Microlearning The Greatest Gift We Can Give to Others. Share with your team! *Register for the Class of 2026 Customer Experience Executive Academy starting in January CX + AI Today, many grocery store chains offer their customers an app that indicates the aisle and shelf location of products. I love this…. Read Full Article

231: Making Price Irrelevant

November 20, 2025 | By: John DiJulius

Summary In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DiJulius discuss the concept of making price irrelevant through exceptional customer experiences. They explore how consistency in service, a zero-risk mindset, and equipping employees to articulate value can lead to customer loyalty and a competitive edge in the market. The conversation… Read Full Article