Category: Relationship Management
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
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
Good at Their Job. Killing Your Culture.
May 19, 2026 | By: John DiJulius
Two Employees Every Leader Is Afraid to Confront — and the Framework That Changes Everything A Leadership Study That Put a Number on Something I’ve Known for Decades A recent piece in CEOWORLD Magazine on courageous leadership included a finding I want every leader to sit with. Eighty-six percent of employees believe courageous leadership is... Read Full Article
Spirit Airlines Is Gone. I’ve Been Saying This Would Happen for Years.
May 11, 2026 | By: John DiJulius
The Brutal Lesson Every Business Leader Needs to Learn From the Airline That Bet Everything on Cheap — and Lost I’m Not Going to Pretend I’m Surprised Spirit Airlines ceased all operations on May 2, 2026. Seventeen thousand employees lost their jobs overnight. Thousands of passengers were stranded mid-trip with no customer service to call,... 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
“I Hate AI Chatbots.” — And Why That’s the Best News Your Team Has Heard All Year
April 27, 2026 | By: John DiJulius
How to Inspire Buy-In from Employees Who Think Great Service Doesn’t Matter Anymore Three Words That Dominated Headlines This Week “I hate chatbots.” That was the headline on CNBC’s April 1st story that went viral this past week. And honestly? I wasn’t surprised by a single word of it. I’ve been saying some version of... 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
