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
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
Turning a Drawback into an Experience Sandals Montego Bay is situated directly adjacent to Sangster International Airport, which is in the primary departure flight path. As a result, guests can expect to hear and see planes taking off throughout the day. This is not ideal for guests who are mostly there to relax, whether at… Read Full Article
Overview KeyBank’s “Moments Matter” initiative exemplifies a holistic and sustainable cultural transformation that has significantly improved employee engagement and client loyalty. Spearheaded by Victor Aranda and championed by executive leadership, this initiative aligns organizational behavior with strategic goals through a thoughtful and multi-dimensional approach. Challenge In a competitive banking landscape, KeyBank sought to differentiate itself… Read Full Article
While most airlines chased customers with low fares, Delta has taken a different approach—banking on the idea that travelers would pay more for a better experience. That bold strategy has paid off: Delta is now the highest-earning airline in the U.S. and the most profitable, with a rare customer loyalty level in the industry. “We… Read Full Article
Becoming, and Excelling as, a CXO In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to… Read Full Article
This Marketing and Sales Consulting Company Created A CX Certification Program for their Customers Technology Marketing Toolkit (TMT) works with IT service companies that are managed service providers (MSPs). Over the last 20 years, TMT has experienced enormous growth. Nothing can ruin a company’s customer experience faster than rapid growth. CEO & Founder of TMT,… Read Full Article
Among The DiJulius Group’s consulting clients is StandardAero, one of the world’s largest independent maintenance, repair, and overhaul providers for business aviation, commercial aviation, military, and industrial power customers. Like a growing number of organizations, it has a Customer Advisory Board (CAB). I had the good fortune of recently speaking at StandardAero’s annual CAB Meeting… Read Full Article
1. Feature Article This is How to Pay it Forward in Difficult Times By Jess Pischel, Customer Experience Consultant As the country struggles with the pandemic, more and more companies are stepping up to help healthcare and frontline workers, sick patients, and others in the community. With so much negative news lately, it is… Read Full Article
