249: What It Really Takes to Scale Customer Experience Across 20,000 Team Members (pt 1 of 2)

April 16, 2026 | By: John DiJulius

How do you scale a world-class customer experience across 20,000 employees and 19 resort properties? Summary: This episode is part 1 of 2 What happens when a hospitality brand known for exceptional guest experiences decides to get even more intentional? In this episode, John DiJulius sits down with Jessica Shannon, Chief Experience Officer of Sandals… Read Full Article

248: What Target’s Decline Teaches Every CEO About Customer Experience

April 09, 2026 | By: John DiJulius

Target’s decline: A conversation on leadership drift, relationship capital, employee experience, and the warning signs that a brand is losing customer trust. Summary: In this episode, Denise Thompson and John DiJulius unpack why Target’s recent struggles are bigger than retail headlines. John argues that what happened at Target is not mainly about controversy or pricing…. Read Full Article

247: What Makes Customers Stay Loyal and Come Back

April 02, 2026 | By: John DiJulius

Making Customers Stay Loyal and Come Back Summary: What makes a company the kind of brand customers would actually miss if it disappeared tomorrow? In Episode 247 of the Customer Service Revolution Podcast, Denise Thompson and John DiJulius break down the six drivers that separate forgettable businesses from brands customers stay loyal to: great… Read Full Article

246: The 6 Steps to a Successful CX Initiative

March 26, 2026 | By: John DiJulius

How to Create a Successful CX Initiative that Lasts! Summary: Most customer service initiatives do not fail because leaders do not care. They fail because they launch with excitement, then daily operations swallow them whole. In this episode, Denise Thompson and John DiJulius break down the six steps required to build a customer experience initiative… Read Full Article

245: 5 Strategies Invest West Used to Build a Customer Experience Culture That Sticks

March 19, 2026 | By: Dave Murray

How Invest West Took What They Learned at The Customer Experience Executive Academy and Built a Customer Experience Culture That Sticks Summary: In this episode of the Customer Service Revolution Podcast, Dave Murray talks with CXEA graduates Rebecca Blaisdell and Megan Francis of Invest West about what it really looks like to bring customer experience… Read Full Article

244: Real Answers to Customer Experience Leadership Challenges

March 12, 2026 | By: John DiJulius

Customer Experience Leadership Challenges Solved Summary: What does it really mean to be customer-centric?Where should leaders start if they want to build a culture obsessed with customer experience? In this special mailbag episode of the Customer Service Revolution Podcast, Denise Thompson puts John DiJulius in the hot seat with real questions from leaders about customer… Read Full Article

243: Culture vs. Compensation

March 05, 2026 | By: John DiJulius

Culture vs. Compensation: Why 82% of Managers Are ‘Accidental’ and How It’s Costing You Talent Summary: After decades of working with world-class organizations, we’ve learned something that surprises most leaders: employees don’t leave because of pay—they leave because of how they’re led. In this episode of the Customer Service Revolution podcast, John DiJulius and Denise… Read Full Article

242: The Blueprint To Dominate Customer Experience pt 2

February 26, 2026 | By: John DiJulius

Summary: The 10 Commandments Part 2: Why Your Customer Experience Can’t Exceed Your Employee Experience What separates world-class customer experience companies from everyone else? It’s not budget. It’s not luck. It’s a system. In Part 2 of our deep dive into The DiJulius Group’s 10 Commandments, John DiJulius and Denise Thompson reveal why exceptional customer… Read Full Article

241: The Proven Blueprint That Chick-fil-A, Starbucks & Ritz-Carlton Use to Dominate Customer Experience

February 19, 2026 | By: John DiJulius

Summary:  The Proven Blueprint for CX Strategy Used by Chick-Fil-A What separates world-class customer experience companies from everyone else? It’s not budget. It’s not luck. It’s a system. In Part 1 of this two-part series on the Customer Service Revolution podcast, John DiJulius — founder of The DiJulius Group and the CX architect behind Chick-fil-A,… Read Full Article

240: 7,000 Locations, One World Class Culture: Dave Mortensen on Franchising the Right Way

February 12, 2026 | By: John DiJulius

Summary of How to scale a world class culture in your franchise: Want to know how to franchise a business and maintain world-class culture across thousands of locations? Discover the exact franchise growth strategies that took Anytime Fitness from a single 24-hour gym concept to the #1 fitness franchise in the world—with over 4,000 employees… Read Full Article