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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.

201: Navigating Uncertainty: Opportunities of a Recession

April 24, 2025 | By: John DiJulius

201: Navigating Uncertainty: The Opportunities of a Recession Summary In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on… Read Full Article

Leadership to Careship

April 17, 2025 | By: John DiJulius

Instead of Leadership – Careship / How to eliminate potential hires who may not align with your values / The US Falls in the World Happiness Ranking / Young Adults are the Least Happy The US Falls in the World Happiness Ranking According to the World Happiness Report, the United States has fallen to #24… Read Full Article

indicators of failing cx

200: Indicators of Failing Customer Service: What CEOs Get Wrong

April 17, 2025 | By: John DiJulius

200: Indicators of Failing Customer Service: What CEOs Get Wrong When Navigating Customer Service Challenges in a Weak Economy Summary In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect… Read Full Article

Investing in Customer Service

April 11, 2025 | By: John DiJulius

Why Human Moments are More Critical than Ever / How QuikTrip Revolutionized the Convenience Story Industry / Why You May Not Be Investing in Customer Service   The #1 Reason Why Companies do not invest in Customer Service One of my favorite books I read was The Slight Edge, written by Jeff Olson. It talks… Read Full Article

199: Creating a Zero-Risk Customer Experience

April 10, 2025 | By: John DiJulius

  Summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies… Read Full Article

outspoken employees

198: The Value of Outspoken Employees

April 03, 2025 | By: John DiJulius

  summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys. DiJulius also highlights the… Read Full Article

Everything Speaks: Do You Have Negative Cues?

March 27, 2025 | By: John DiJulius

Everything Speaks: Do You have Negative Cues?  Build your company’s Customer experience as if no Customer has bad intentions. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them. This leads to a significant amount of time that companies spend on creating and… Read Full Article

Can Introverts Provide Excellent Customer Service?

March 27, 2025 | By: John DiJulius

Can introverts provide excellent customer service?  When we think of great customer service, the stereotype can be of an outgoing, charismatic employee. If that is true, does that mean people who are shy or introverted should not be as good at customer service? This is an important question since it is reported that nearly 50%… Read Full Article

197: Structuring Your Presentations for Maximum Impact

March 27, 2025 | By: John DiJulius

Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers. The conversation also covers the effective use of slides… Read Full Article

The Customer Revolt / Two CX Legendary Brands Struggling

March 23, 2025 | By: John DiJulius

The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21? These are just some companies that have… Read Full Article