Category: Measuring Your Customer’s Experience
What gets measured gets managed. Use a scientific method to measure your Customer’s experience and satisfaction, providing benchmarks for performance in each location/department.
Will Customers Pay $2-3k for the Apple iPhone Duo / How Apple Wins by not being the Innovator, rather a Fast Follower / Super Proud Dad
October 06, 2026 | By: John DiJulius
Super Proud Dad I am proud to share that my middle son, Cal, got married in Sweden this past July. It was a spectacular experience. Cal was featured in Vogue magazine for having his tuxedo made from his late mother’s wedding dress. Amazing Best Man Toast When I tell people I am not the best... Read Full Article
Why NPS Surveys are a Poor Indicator of CX / Demographic Time Bomb / Jobs Apocalypse was Overhyped / Instead of Doomscrolling, Call someone you Love
September 15, 2026 | By: John DiJulius
Why NPS Surveys are a Poor Indicator of Customer Experience Research from Texas Tech University Studies shows that roughly 83% of customers say they intend to refer the brands that they like, but only about 29% do. Businesses that only measure Net Promoter Score (NPS) or Customer Satisfaction (CSAT) survey results are falling significantly behind.... Read Full Article
This Is What CX Obsession Looks Like
September 08, 2026 | By: John DiJulius
Many organizations provide lip service about the experience they provide. It is on everyone's website and listed in their core values. But few companies actually execute it and make it a reality. It has been proven repeatedly that the fastest way to ruin a brand's customer experience is rapid growth. It is easier when you... Read Full Article
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
Companies Are Spending More on Employee Engagement Than Ever. Gallup Says It’s Getting Worse. Here’s Why.
August 03, 2026 | By: John DiJulius
Global Employee Engagement Just Hit a Five-Year Low. The Problem Isn’t Awareness — It’s the Absence of a System. The Number That Should Be Keeping Every Leader Up at Night Gallup’s 2026 State of the Global Workplace report contains a finding that deserves far more attention than it has received. Global employee engagement fell to... 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
Your Industry is Innovating Service Delivery…So Why Are Your Customers More Frustrated Than Ever?
June 29, 2026 | By: John DiJulius
I See This All the Time — and It’s Genuinely Hard to Watch A leadership team spends 18 months rolling out a new service delivery platform. They’ve done the demos, run the pilots, built the business case. They’re proud of it. And within a few months of launch, the customer complaints start climbing. I’ve walked... Read Full Article
The 20% Rule Every CEO is Ignoring
June 15, 2026 | By: John DiJulius
The Stat That Should Stop Every CEO in Their Tracks Here’s a number I keep coming back to: companies with satisfied employees achieve a 20% higher customer satisfaction rate. Not 2%. Not a rounding error. Twenty percent. 2026 job satisfaction analysis that compiled data across thousands of organizations. And yet, when I walk into most... Read Full Article
