Your Customers Aren’t Tired of Subscriptions. They’re Tired of Being Lied To.
February 20, 2026 | By: John DiJulius
How subscription price increases exposed the companies that forgot what a promise means. On February 2, 2026, anime streaming service Crunchyroll raised prices across all tiers for North American subscribers. The Fan Tier jumped from $7.99 to $8.99. The Mega Fan Tier went from $9.99 to $11.99. And the Ultimate Fan Tier climbed from $14.99… Read Full Article
Your Signature Experience Is Not a Perk. It’s the Product
February 17, 2026 | By: John DiJulius
What Every CEO Can Learn from Southwest Airlines Right Now. On January 27, 2026, Southwest Airlines boarded its last open-seating flight. Passengers who had flown Southwest for decades lined up one final time without knowing which seat they would sit in. By the next morning, the airline that had been defined for 53 years by… Read Full Article
The 10 Commandments: Your Complete Operating System for World-Class Customer Experience
February 10, 2026 | By: John DiJulius
How leading brands like Starbucks, Chick-fil-A, and Nestlé use this proven methodology to eliminate inconsistency, reduce customer churn, and build cultures competitors can’t copy. You’ve read the books. Attended the conferences. Highlighted the best practices. Your team is nodding along in agreement. But six months later, nothing has actually changed. Your customer experience is still… Read Full Article
Building True Customer Loyalty: The Power of Small Gestures
February 02, 2026 | By: John DiJulius
How world-class companies create lasting customer loyalty through intentional details, not expensive reward programs—featuring proven strategies from Ritz-Carlton, Starbucks, and hospitality leaders. Your competitor just launched a flashy new loyalty program. Points, tiers, exclusive perks. Your leadership team is nervous. Should you match it? Go bigger? Offer deeper discounts? Here’s what most leaders miss: The… Read Full Article
The Advantage No One Can Copy: Making Service Your Ultimate Differentiator
January 20, 2026 | By: John DiJulius
How to build a customer experience strategy that creates competitive advantage through systems competitors can’t duplicate—featuring proven frameworks from companies like Starbucks, KeyBank, and Domino’s. You’ve seen it happen. A competitor launches a new app feature on Monday. By Friday, three others have rolled out something similar. Someone drops their prices, and suddenly everyone’s in… Read Full Article
