Category: State Of Service
The new rules to dominating your industry.
How Do I Get My Frontline Team Ready for the Holiday Rush?
November 03, 2026 | By: John DiJulius
Picture a new seasonal hire on her first Saturday in November. She gets a name tag, a 20-minute video and a register code, and an hour later she's standing in front of a line of 15 people while a Customer asks her about a return policy nobody explained to her. She didn't fail. We failed... Read Full Article
How Do I Eliminate Customer & Employee Complaints Permanently?
October 27, 2026 | By: John DiJulius
Two Headlines, One Problem Last week, two stories from opposite sides of the world caught my attention, and I think they're really the same story. In Canada, the Commission for Complaints for Telecom-television Services (CCTS) reported on October 21 that it has received 53,195 complaints so far this complaint period. That's up 79% from the... Read Full Article
The Pretty Woman Problem: What Kelly Clarkson’s Brooklyn Store Feud Teaches Every Business About Customer Perception
October 20, 2026 | By: John DiJulius
Who was right doesn't matter For three days this week, the internet argued about one question: did a Brooklyn shop employee really size up Kelly Clarkson and decide she couldn't afford a $15,000 mechanical bird? I'm going to tell you something that might sound strange. It doesn't matter who was right. I've been saying it... Read Full Article
State of AI: Over Hyped, Disappointment, and Backlash
October 13, 2026 | By: John DiJulius
“People are feeling the anxiety & uncertainty, and the fragile nature of this time. The relevance around community, sense of humanity, the third place, people are longing for human connection. Take it personal. Understand your responsibility to every customer and partner. That’s how we win.” – Howard Schultz at the Starbucks Leadership Experience The rapidly... Read Full Article
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
The Downfall of Nike. Go Woke…Go Broke?
September 21, 2026 | By: John DiJulius
When Brands Chase New Customers and Lose the Ones Who Built Them Nike is trading around $35.51 as of September 21, 2026, near multi-year lows. The stock is down 39.3% year-to-date and roughly 50% below its 52-week high of $76.97. Zooming out further, Nike has fallen 79% from its 2021 high, and has lost about... Read Full Article
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
