Three Qualities the 100 Best Companies to Work for have in common / Is AI Costing More than the Humans it has Replaced? / What your Real Flex is

September 21, 2026 | By: John DiJulius

Three Qualities the 100 Best Companies to Work for have in common What sets this year's 100 Best Companies to Work For apart isn't simply who's deploying AI most extensively or effectively — it's who's rebuilding workplace trust, so employees feel backed, valued, and prepared as AI reshapes their jobs. Three patterns set these top... 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

How Do I Build a Bench of Future Leaders?

August 10, 2026 | By: John DiJulius

Nine in Ten Organizations Are One Key Resignation Away from a Crisis. Here’s How to Make Sure Yours Isn’t One of Them. A Number That Should Make Every Leader Uncomfortable Only 11% of organizations report having a strong leadership pipeline. That statistic comes from a 2026 leadership skills gap report that has been circulating through... 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

Amazon Calls Itself “Customer Obsessed.” Then It Cut 30,000 People Who Served Those Customers.

June 08, 2026 | By: John DiJulius

When Your Brand Promise and Your Internal Culture Point in Opposite Directions, Your Customers Feel the Gap The Most Ironic Headline in Business Right Now Amazon has now cut nearly 30,000 corporate roles since late 2025 — its largest workforce reduction in company history. Thousands of those roles were in customer service, human resources, and... Read Full Article

The New Employee Honeymoon Is Dead. Here’s What Killed It — and How to Fix It.

June 02, 2026 | By: John DiJulius

A Major 2026 Research Report Reveals That Onboarding Is Now the Worst Experience New Hires Have. Here’s What That Means for Your Business. A Stat That Should Stop Every Leader Cold The Qualtrics 2026 Employee Experience Trends Report — drawing on research from employees across 24 countries and every major industry — dropped a finding... Read Full Article

Harvard Business Review Just Validated Everything I’ve Been Teaching for 25 Years.

May 26, 2026 | By: John DiJulius

The May/June 2026 Cover Story on Customer Loyalty Says “Good” Is Not Good Enough. Here’s How to Get to “Love.” Harvard Just Said What I’ve Been Saying Since 1998 The May/June 2026 issue of Harvard Business Review landed on my desk this week, and I want to be direct with you: I read the cover... 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

Three Types of Sales Leads, Plus Much More…

November 03, 2025 | By: John DiJulius

Customer Experience + AI  “As AI gets more efficient and accessible, we will see its use skyrocket,turning it into a commodity.” –Satya Nadella, CEO of Microsoft Can an interaction with an AI be better than one with a human? Think about that. When I read this in a report titled “The Experience Gap: AI’s Imminent Impact on CX,”… Read Full Article

The One Word Philosophy that Can Change How We Work, Live, and Lead, Plus Much More…

October 27, 2025 | By: John DiJulius

Get Gifting Right Too many companies send generic gifts (company swag or a Starbucks gift card) out to their clients as thank-you gifts. If you want to stand out, get gifting right, you need to personalize your gifts. Watch the following 60-second video on how we WOWed Jesse Cole, founder of the Savannah Bananas, someone… Read Full Article