Category: World-Class Leadership
Walking the talk. Every world-class Customer service organization is world-class to work for. It takes world-class leadership to provide the passion, inspiration, and discipline to all employees.
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
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
The Launch Went Great. Now What?
August 31, 2026 | By: John DiJulius
Keeping Momentum After a Service Rollout Is the Hardest — and Most Important — Thing You’ll Do The Gap That Should Worry Every Leader Who Just Finished a Service Initiative Medallia’s 2026 State of Customer Experience Report contains a finding that I think about often. When asked whether their organization’s customer experience had improved, 66%... 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
“Lower Value Human Capital.” A CEO Actually Said That Out Loud.
July 06, 2026 | By: John DiJulius
The Standard Chartered Backlash Is a Warning About the Words Every Leader Chooses — and the Culture Those Words Reveal Four Words That Should Never Be Said Out Loud — and Were Last month, Bill Winters, the CEO of Standard Chartered, one of the largest international banks in the world, stood in front of investors... Read Full Article
Your Industry is Innovating Service Delivery…So Why Are Your Customers More Frustrated Than Ever?
June 29, 2026 | By: John DiJulius
I See This All the Time — and It’s Genuinely Hard to Watch A leadership team spends 18 months rolling out a new service delivery platform. They’ve done the demos, run the pilots, built the business case. They’re proud of it. And within a few months of launch, the customer complaints start climbing. I’ve walked... 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
