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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
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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
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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
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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
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Will Customers Pay $2-3k for the Apple iPhone Duo / How Apple Wins by not being the Innovator, rather a Fast Follower / Super Proud Dad

October 06, 2026 | By: John DiJulius
Super Proud Dad I am proud to share that my middle son, Cal, got married in Sweden this past July. It was a spectacular experience. Cal was featured in Vogue magazine for having his tuxedo made from his late mother’s wedding dress. Amazing Best Man Toast When I tell people I am not the best... Read Full Article