The Commoditization of the Starbucks Experience 2.0
March 10, 2025 | By: John DiJulius
In February 2007, then Starbucks Chairman Howard Schultz penned a scathing internal memo titled “The Commoditization of the Starbucks Experience,” expressing concerns that rapid expansion and certain operational decisions diluted the brand’s unique appeal. The following are some of his excerpts: The Commoditization of the Starbucks Experience Memo Over the past ten years, in order… Read Full Article
Five Ways Your Customer Experience Is Always on Stage
March 04, 2025 | By: John DiJulius
Your CX (Customer Experience) is always on stage. Today, too many companies think they are in a race to evolve their customer experience from costly human interactions to technology like self-check-in/out, apps, kiosks, social media, and online support. While these represent a necessary evolution for most business models, we must not send the message to… Read Full Article
The Work-from-Home Debate
February 25, 2025 | By: John DiJulius
The Work-from-Home Debate / Jamie Dimon’s leaked video on return to work / The Death of Remote & Hybrid Work is Greatly Exaggerated / Pros & Cons of WFH Since the end of the pandemic, most businesses have realized they had to offer their employees hybrid, flexible, work-from-home (WFH) models. Employees who work from home… Read Full Article
Shocking CX Stats / Do Top CX Brands Outperform Competition
February 17, 2025 | By: John DiJulius
Shocking CX Statistics / Fast is No Longer a Luxury in Customer Experience / Do the top CX Brands Outperform their competition? Our New CXO Academy Graduates Do Top CX Brands Outperform Competitors and the Stock Market? Over the past two decades, my research has uncovered how the top customer experience companies outperform competitors and… Read Full Article
How to Create Your Brand’s Non-Negotiable Standards
February 10, 2025 | By: John DiJulius
Creating Your Brand Standards World-class service companies have brand standards, or what I like to call a “Customer bill of rights,” that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect to see a Disney cast member, in full uniform on break, chewing tobacco and spitting… Read Full Article
