Peloton Just Posted Its First Profit in Company History. Their Customers Are Still Furious.

August 18, 2026 | By: John DiJulius

How a Brand Can Fix Its Balance Sheet While Losing the Trust That Built It — and What Every Leader Needs to Learn From It Two Headlines About Peloton. One Brand. Completely Different Stories. In May 2026, Peloton reported its first-ever full-year net profit in company history — $23.2 million in trailing twelve-month net income... Read Full Article

Adobe Just Paid $150 Million to Learn What Every Great Service Brand Already Knows

July 28, 2026 | By: John DiJulius

Making It Hard to Leave Is Not the Same as Making Customers Want to Stay — and the Difference Will Cost You A $150 Million Lesson in What Customer Loyalty Actually Means In April 2026, a federal judge approved a $150 million settlement between Adobe and the U.S. Department of Justice, resolving FTC allegations that... Read Full Article

Same Sky. Opposite Outcomes. What Delta’s Record Quarter Tells You About Competing on Experience.

June 15, 2026 | By: John DiJulius

While Spirit Airlines Collapsed in May 2026, Delta Posted $14.2 Billion in Revenue. The Difference Was Never About Price. Two Airlines. One Month. Everything You Need to Know About Competing on Experience. In April 2026, Delta Air Lines reported a record March quarter with $14.2 billion in total revenue — up 9.4% from the same... 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

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 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 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