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

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

The real link between employee experience and customer experience is not happiness alone. It is readiness, training, empowerment, accountability, and leadership. Summary The phrase happy employees create happy customers is popular in customer experience, but it is incomplete. In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius challenge the oversimplified… Read Full Article