John DiJulius

I have a complicated relationship with the Starbucks story right now.

Target's sales fell 3.8% year over year in Q3 2025 due to leadership failures.

Customer-centric brands have made price irrelevant by creating positive experiences that drive customer loyalty and retention.

A recent study found that 66% of consumers are willing to walk away if a brand breaks a promise, highlighting the importance of customer experience.

Too often, when a customer/client decides to stop doing business with a company, things can get ugly.

Gen Z customer service feels colder due to less face-to-face interaction.

Microlearning reaches employees where they are, with video and audio becoming the preferred format for learning and retaining information.

Companies should communicate with customers in a friendly manner, avoiding negative cues that can harm customer relationships.

Success involves building and honoring human connections, which is essential for business success and customer satisfaction.

Leaders need to recognize the difference between employees who don’t want to be there and those who are questioning the way things are done.

The most common complaint I get from my audiences and consulting clients is about how bad the young labor force is and how this generation doesn't want to work hard.

There is a direct correlation between love, loyalty, and profitability.

World-class customer experience brands have a common customer experience action statement that guides their employees.

Developing leaders is key to a company's success, and building a great internal culture starts with developing high-potential employees.

John DiJulius discusses the importance of making it hard to get hired at a company, in order to maintain a strong company culture and legacy.

A new approach to recruitment is needed, focusing on creating a world-class recruitment experience that attracts top talent and enhances company culture.

A study found that one bad employee can spread negative behavior to others in a workplace culture.

Companies can capitalize on new employee excitement by demonstrating company culture and values during the pre-start phase.

The article discusses developing great leaders in a company, but does not focus on franchise or multi-unit businesses.

The article discusses the use of AI in customer service, but does not focus on franchise or multi-unit businesses.

Companies can improve employee retention by starting to wow employees from the moment they get hired.

John DiJulius shared tips on how to create an amazing internal culture with high morale and low turnover in his new book, The Employee Experience Revolution.

The phrase “location, location, location” is no longer the number one strategy for brick-and-mortar brands.

Hiring great people is an investment, and every employee is like a stock in your investment portfolio, with high performers delivering more than 10 average employees in a creative environment.