John DiJulius III

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.

The formula for standing out in sales includes expertise and rapport.

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.

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

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

The DiJulius Group provides a starting point for developing an Employee Service Aptitude Test (E-SAT) to measure new employees' ability to deliver high-quality customer service.

The article discusses how to become a top customer satisfaction company, highlighting companies like Apple, Starbucks, and Amazon.

In most businesses, the frontline employees typically get the recognition and glory.

Article discusses the importance of CEOs experiencing their customer experience firsthand.

Business owners should be prepared for a possible recession by having a plan in place and being adaptable.

Video meetings with customers and team members are here to stay, and it is critical to train employees on how to execute them flawlessly.

Leaders are encouraged to step up in times of adversity and change, setting the tone for their organization and employees.