As a Result of Bringing Back the Human Connection Starbucks Closing 90 Mobile-Only Stores
August 01, 2025 | By: John DiJulius
A central part of Starbucks’ turnaround strategy—led by CEO Brian Niccol—is a renewed emphasis on human connection between employees and customers, shifting away from a tech-heavy approach. More than five years after introducing mobile-order-only pickup stores, the company is phasing out the concept, citing a lack of the inviting atmosphere it aims to cultivate. Starbucks… Read Full Article
First Federal Community Bank Focuses on Employees, One Chapter at a Time!
July 25, 2025 | By: Dave Murray
First Federal Community Bank, based in Dover, OH, is focused on delivering a world-class client experience and a great employee experience to its team members. First Federal has conducted the World Class Leadership workshops and World Class Internal Culture workshops to establish leadership and internal communication standards. They have taken that focus a step further… Read Full Article
Costco’s Insane Return Policy Correlates with Insane Growth
July 22, 2025 | By: John DiJulius
Costco’s strong reputation for customer service likely played a key role in its recent membership surge, adding approximately 5 million new members between 2023 and 2024. As of its fiscal Q2 2025 earnings call in March, total membership surpassed 78 million. Following this growth wave, Costco plans to open 29 new locations in 2025. One… Read Full Article
The Great Gen Z Gaze
July 11, 2025 | By: John DiJulius
Gen Z’s Lack of Service Aptitude Infuriates Customers Some are calling it the “Gen Z gaze”. Recently, on the platform X, older generations complained about the lousy customer service they are receiving nowadays, mainly from the younger generations. X user @pbprot shared a post that gained over 1.7 million views and started a firestorm of… Read Full Article
Say it ain’t so. Has Southwest turned into just Another US Airline?
June 30, 2025 | By: John DiJulius
For over 4 decades, Southwest was an outlier in the US airline industry. They provided great customer service in an industry where it appeared their competitors were fighting to be the worst. Southwest was consistently ranked the #1 airline in domestic customer satisfaction. In our consulting workshops, Southwest was consistently mentioned when asked about what… Read Full Article
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We are at our best when creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers, even if it is just for a few moments, It’s really about human connection.