Good at Their Job. Killing Your Culture.

May 19, 2026 | By: John DiJulius

Two Employees Every Leader Is Afraid to Confront — and the Framework That Changes Everything A Leadership Study That Put a Number on Something I’ve Known for Decades A recent piece in CEOWORLD Magazine on courageous leadership included a finding I want every leader to sit with. Eighty-six percent of employees believe courageous leadership is... Read Full Article

The Lazy Way Out: Why Your Customer Experience Inconsistency Is a Leadership Problem, Not a People Problem

May 04, 2026 | By: John DiJulius

What Marc Benioff’s Callout of His Fellow CEOs Reveals About Building a Turnkey System for Consistency Marc Benioff Said Something This Week That Every Leader Needs to Hear On April 7th, Salesforce CEO Marc Benioff went on record with a take that made headlines across the business world. Speaking about the wave of tech layoffs... Read Full Article

“I Hate AI Chatbots.” — And Why That’s the Best News Your Team Has Heard All Year

April 27, 2026 | By: John DiJulius

How to Inspire Buy-In from Employees Who Think Great Service Doesn’t Matter Anymore Three Words That Dominated Headlines This Week “I hate chatbots.” That was the headline on CNBC’s April 1st story that went viral this past week. And honestly? I wasn’t surprised by a single word of it. I’ve been saying some version of... Read Full Article

Tariffs Are Scaring Your Customers Into Shopping on Price. Here’s How You Win Anyway.

April 13, 2026 | By: John DiJulius

Your Customers Are Scared. What Are You Going to Do About It? I’ve been in the customer experience business for over 25 years. I’ve consulted through recessions, a global pandemic, and more rounds of “unprecedented uncertainty” than I can count. But what’s happening right now, in April 2026, is one of the most important moments… Read Full Article

What Are the Top Service Trends CEOs Can’t Ignore?

March 30, 2026 | By: John DiJulius

Why the Companies Rushing to Replace People with AI Are Already Reversing Course The Research That Confirms What I’ve Been Saying for Years I’ll be honest — I wasn’t surprised when I read this. But I was glad the data finally caught up. According to new research from Gartner released in February 2026, half of… Read Full Article

How Do I Align Employee Personal Development with Company Goals?

March 20, 2026 | By: John DiJulius

The Answer Hiding Behind the “Quiet Cracking” Crisis What I’m Seeing in Organizations Right Now I’ve been working with organizations across the country for decades, and what I’m seeing right now is something I’ve never quite encountered at this scale. It’s called “quiet cracking,” and it may already be happening inside your organization — even… Read Full Article

What Target’s Brand Collapse Teaches Every CEO About Culture, Identity, and the Frontline

March 16, 2026 | By: John DiJulius

What the fall of one of America’s most beloved retail brands teaches every CEO about culture, identity, and the one thing no restructuring plan can fix. There used to be a joke that only insiders understood. Customers didn’t say they were going to “Target.” They said they were going to “Tarzhay” — the faux-French pronunciation… Read Full Article

Your Engagement Surveys Are Lying to You. Here’s What You Should Measure Instead.

March 10, 2026 | By: John DiJulius

Why 82% of Employees Feel Lonely at Work, Even When Engagement Scores Look Good. I’ve spent the last three decades working side by side with some of the world’s most admired organizations — Starbucks, The Ritz-Carlton, Chick-fil-A, KeyBank, Lexus — helping them build cultures where both employees and customers genuinely thrive. And in that time,… Read Full Article

Why You Want to Train Your Employees to Surprise & Delight Your Customers

January 19, 2026 | By: John DiJulius

Opportunity to Differentiate According to a Gallup Survey, 49% of Americans say customer service has gotten worse in the last year. Only 6% say it has improved. *CSRevolution Podcast Episode 236: How Can I Make Customer Experience A True Competitive Advantage In 2026? This Week’s Customer Experience Microlearning Watch and share this amazing 1-minute service… Read Full Article

5 Customer Experience Strategies for 2026

January 05, 2026 | By: John DiJulius

One constant I have heard repeatedly this past year is that customers’ expectations have never been higher. I totally disagree. I believe customers are less tolerant of poor service and are more willing to voice their frustration and switch brands faster than ever. Customers are tired of the customer service recession. They have had to… Read Full Article