254: Incentives That Drive Service Behaviors

May 21, 2026 | By: John DiJulius

Are Your Incentives Creating the Customer Experience You Actually Want? Summary: John DiJulius explains how the behaviors your company rewards, measures, and recognizes become the customer experience your customers actually receive. Every company has incentives. Some are obvious: bonuses, commissions, contests, scorecards, performance reviews, and promotions. Others are quieter: praise, attention, flexibility, and who gets… Read Full Article

Good at Their Job. Killing Your Culture.

May 19, 2026 | By: John DiJulius

Two Employees Every Leader Is Afraid to Confront — and the Framework That Changes Everything A Leadership Study That Put a Number on Something I’ve Known for Decades A recent piece in CEOWORLD Magazine on courageous leadership included a finding I want every leader to sit with. Eighty-six percent of employees believe courageous leadership is... Read Full Article

253: More Than a Keynote: How Great Speakers Help Companies Change

May 14, 2026 | By: John DiJulius

What Companies Should Know about a Customer Experience Keynote Speaker Summary: In this episode of The Customer Service Revolution Podcast, Denise Thompson sits down with John DiJulius for a behind-the-scenes conversation about what it really means to be a conference speaker. While many organizations think of a keynote as a high-energy moment in an agenda,… Read Full Article

Spirit Airlines Is Gone. I’ve Been Saying This Would Happen for Years.

May 11, 2026 | By: John DiJulius

The Brutal Lesson Every Business Leader Needs to Learn From the Airline That Bet Everything on Cheap — and Lost I’m Not Going to Pretend I’m Surprised Spirit Airlines ceased all operations on May 2, 2026. Seventeen thousand employees lost their jobs overnight. Thousands of passengers were stranded mid-trip with no customer service to call,... Read Full Article

252: The Skills Leaders Need When AI Changes Everything

May 07, 2026 | By: John DiJulius

Why Human Leadership Is the New Competitive Advantage in the Age of AI Summary: AI is changing how companies operate, scale, and compete. But according to Dr. Brynn Scarborough, the future will not belong to the companies that automate the most. It will belong to the companies that intentionally develop the human leadership skills AI… Read Full Article

251: Why Customer Experience Leaders Must Prove ROI

May 06, 2026 | By: John DiJulius

Learn how to prove customer experience ROI by measuring Return on Experience, customer retention, referrals, earned sales growth, complaints, and loyalty. Summary: Customer experience leaders are facing a new reality: it is no longer enough to say customer experience matters. Executives want proof. In this episode of the Customer Service Revolution Podcast, Denise Thompson and… Read Full Article

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

251: Why Customer Experience Leaders Must Prove ROI

April 30, 2026 | By: John DiJulius

Learn how to prove customer experience ROI by measuring Return on Experience, customer retention, referrals, earned sales growth, complaints, and loyalty. Summary: Customer experience leaders are facing a new reality: it is no longer enough to say customer experience matters. Executives want proof. In this episode of the Customer Service Revolution Podcast, Denise Thompson and… 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

250: The Secret to Scaling Service Culture Across 19 Resorts (pt 2 of 2)

April 23, 2026 | By: John DiJulius

How do you scale a world-class customer experience across 19 resort properties and 20,000 employees? Summary: This episode is part 2 of 2 In part two of this conversation, John DiJulius and Jess Shannon of Sandals Resorts International go deeper into what it really takes to sustain a customer experience transformation at scale. Jess shares… Read Full Article