Be a Zero Risk Company with a Great Customer Loyalty Strategy: Screw Up First

May 10, 2022 | By: John DiJulius

One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time. The secret to what makes these top brands Zero… Read Full Article

How to Create a Tattoo Worthy Brand

October 07, 2021 | By: John DiJulius

More than 5,000 employees and customers (members) have Anytime Fitness tattoos.  According to Chuck Runyon, the CEO and co-founder of Self Esteem Brands, LLC (parent company for  Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U), one of the keys to their success is their obsession with… Read Full Article

Customer Bill of Rights: You Want Customer Loyalty? Be Brilliant at The Basics

May 27, 2021 | By: John DiJulius

Would you ever expect to go to Disney and see a Disney cast member in full uniform who’s on break, chewing tobacco, or spitting on the ground while guests are walking by? Never. And do you know why Disney, Ritz-Carlton, Starbucks, and all of the best customer service companies in the world are so consistent… Read Full Article

How Apple, Starbucks, and Southwest Outperform the Rest of Their Industries Regardless of the Economy

May 20, 2021 | By: John DiJulius

In a time of uncertainty, there are only three certainties in life: death, taxes, and customer experience. Interestingly, it takes a pandemic or an economic fallout for companies to focus more on the customer experience they deliver.  Unfortunately, many leaders still don’t see the correlation between customer service and company success. However, as a few… Read Full Article

4 Ways to Start Your Customer Service Revolution Journey

May 13, 2021 | By: John DiJulius

Customer service done right can be your company’s single biggest competitive advantage.  Become a revolutionary customer service leader who’s ready to stop competing on price and instead focus on building a brand that people cannot live without. If you’re ready to start your own customer service revolution journey, follow along. What Customer Service Revolution Means… Read Full Article

The Importance of Creating A Day in The Life of Your Customer Story & Customer Avatars

May 06, 2021 | By: John DiJulius

The most successful companies in the world are not characterized by the best products in the world but by redefining expectations. The best brands address our emotional and social needs. Strong businesses define a brand character that reflects our values and our personality.  Organizations must not let relationships become mere transactions because customers will stay… Read Full Article


Creating a Customer Service Revolution

April 19, 2021 | By: John DiJulius

Creating a Customer Service Revolution What does it take to create a world-class customer experience? Whether you are a CEO, leader, mid-level manager, frontline employee, or just a person with a dream, hopefully, you have an understanding that success starts with having a vision of what could be and that the true purpose of a… Read Full Article

The Chick-fil-A of Police Departments

April 01, 2021 | By: John DiJulius

As police department chief in one of the largest cities in the U.S, Johnny Jennings talks about how he’s leading the new narrative in policing. His vision?  To be the Chick-fil-A of police departments – delivering world-class hospitality, earning a genuine thank you, and leaving a positive impression even when they have to enforce the… Read Full Article


The Differences And Benefits of Mission, Purpose, And Customer Experience Action Statements

April 22, 2020 | By: John DiJulius

It is important for every organization to have mission and purpose statements. They serve as guides when it comes to decision-making and alignment, and ultimately, for the highest level of service. Nonetheless, it is important for a business to understand the differences and benefits of mission, purpose, and customer experience action statements (formerly known as… Read Full Article


Top Customer Service Soft Skills To Train Your Employees

February 06, 2019 | By: John DiJulius

Customer service and soft skills are not common sense. This may be contrary to what most people believe. They are not innate, and most definitely, people are not born with them.  The quality of your customer service and the level of your organization’s customer service comes down to one thing and one thing only. This… Read Full Article