238: Frontline Magic: How to Create Daily WOW Moments

January 29, 2026 | By: John DiJulius

Summary: Want your frontline employees to consistently deliver wow moments—not just when they feel like it? Discover the proven DiJulius Group methodology that transforms random acts of kindness into designed, trained, and repeatable customer experiences that build emotional connection and loyalty at scale. In this episode of the Customer Service Revolution podcast, customer experience expert… Read Full Article

237: How Small Actions Build Loyalty And Create Lifetime Customers

January 22, 2026 | By: John DiJulius

Summary In this episode, Denise Thompson and John R. DiJulius III discuss the essence of customer loyalty, emphasizing that true loyalty is built through small, intentional actions rather than large gestures. They explore the importance of service aptitude, consistency, and personal connections in creating a loyal customer base. The conversation highlights various strategies for enhancing… Read Full Article

236: How can I make customer experience a true competitive advantage in 2026?

January 15, 2026 | By: John DiJulius

Summary In this conversation, Denise Thompson and John R. DiJulius III explore the critical elements of customer experience that can provide a competitive advantage in today’s relationship economy. They discuss the importance of creating emotional connections with customers, building systems that reduce risk, and developing a signature brand experience that is memorable and unique. The… Read Full Article

235: Five Strategies for Customer Experience Success in 2026

January 08, 2026 | By: John DiJulius

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss five essential customer experience strategies for 2026. They explore the concept of a customer service recession, the importance of hiring for service aptitude, the effectiveness of micro learning in training, the need to rethink customer feedback mechanisms, and the… Read Full Article

234: Mastering the Certainty Business

December 18, 2025 | By: John DiJulius

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the concept of being in the ‘certainty business.’ They explore how uncertainty is a major source of anxiety for both customers and employees, and how organizations often neglect the human side of communication in favor of technical skills. John… Read Full Article

233: Your CX Questions Answered by the Authority John DiJulius

December 11, 2025 | By: John DiJulius

Summary Your chance to ask John anything!  In this episode of the Customer Service Revolution podcast, Denise Thompson asks John R. DiJulius III questions submitted by our listeners.  They discuss various aspects of improving customer service and employee engagement. They address the challenges of busy schedules, the importance of empathy, recognition, and training, and the… Read Full Article

232: Is the AI CX Broken?

December 04, 2025 | By: John DiJulius

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the findings of a Wall Street Journal intelligence report on the impact of AI on customer experience. They explore the disconnect between AI’s potential and its actual implementation in businesses, emphasizing the importance of emotional intelligence and human interaction… Read Full Article

231: Making Price Irrelevant

November 20, 2025 | By: John DiJulius

Summary In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DiJulius discuss the concept of making price irrelevant through exceptional customer experiences. They explore how consistency in service, a zero-risk mindset, and equipping employees to articulate value can lead to customer loyalty and a competitive edge in the market. The conversation… Read Full Article

230: Price Myths Busted

November 13, 2025 | By: John DiJulius

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the common misconceptions surrounding pricing and customer retention. He emphasizes that many businesses misdiagnose their issues as pricing problems when, in fact, the root cause often lies in the customer experience. Through various examples and case studies, John illustrates the importance of… Read Full Article

229: The Answer is Yes

November 06, 2025 | By: John DiJulius

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of fostering a ‘yes’ culture in customer service. They explore how the word ‘no’ can negatively impact customer interactions and emphasize the need for employees to focus on what they can do to assist customers. Through engaging… Read Full Article