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
Chipotle Cuts Hiring Time by 75% Using AI Recruiter
June 23, 2025 | By: John DiJulius
Chipotle CEO Scott Boatwright recently confirmed that the chain aims to open a new location roughly every 24 hours throughout 2025. This hyper-speed rollout is fueled by the goal to nearly double their footprint, to 7,000 locations in North America by decade’s end. AI-driven hiring and operations tools are powering this rapid rollout, part of… Read Full Article
A Company That Fired 700 Employees and Replaced Them with AI Admitted it was a Mistake / Are Your Employees Suffering From Boreout?
June 13, 2025 | By: John DiJulius
Klarna is rehiring human employees after previously replacing a significant portion of its workforce with artificial intelligence (AI) In 2022, Klarna, a Swedish fintech company, laid off approximately 700 employees as part of a strategic move to automate operations using AI. The decision aimed to increase operational efficiency and reduce costs. By 2024, Klarna claimed… Read Full Article
