The DiJulius Group

The DiJulius Group Customer experience consulting, training and executive education

If one employee creates a great experience and another creates frustration, you do not have a people problem. You have a...
05/31/2026

If one employee creates a great experience and another creates frustration, you do not have a people problem. You have a training consistency problem.

This June 8 livestream will help your leaders train the behaviors that make service feel human, consistent, and memorable.

Experience Revolution Membership is $249 annually per individual and includes access to the June 8 livestream, replay, workbook, and past workshop library.

Join here: https://hubs.la/Q04hSL6g0

Your managers cannot coach what they have never been taught.Most companies tell employees to be empathetic, positive, cu...
05/30/2026

Your managers cannot coach what they have never been taught.

Most companies tell employees to be empathetic, positive, curious, and attentive.

World-class service companies teach those behaviors with intention.

On June 8, John DiJulius and Dave Murray will show leaders how to train employees on empathy, energy, curiosity, listening, rapport, and positivity so great service becomes repeatable.

Join the Experience Revolution Membership: https://hubs.la/Q04hXGvt0

Soft skills have become rare. That makes them valuable.The June 8 Experience Revolution livestream will show your team h...
05/28/2026

Soft skills have become rare. That makes them valuable.

The June 8 Experience Revolution livestream will show your team how to train the behaviors that create better customer and employee experiences, including:

Empathy
Energy
Curiosity
Listening
Building rapport
Positivity

Membership includes access to the live workshop, replay, digital workbook, and past livestream library.

June 8, Noon–2 PM ET
$249 Individual Membership

Become a member: https://hubs.la/Q04hSZW80

05/27/2026

Your incentive plan is speaking.

The question is: what is it saying?

It may be telling employees to move faster.
It may be telling them to protect policy.
It may be telling them to close the sale.
It may be telling them to avoid risk.

Or it may be telling them to own the moment, personalize the experience, recover service failures, and make the customer feel valued.

In Episode 254 of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius discuss how incentives shape service behavior.

Listen here:
https://hubs.la/Q04hmGXz0

Soft skills are almost extinct.That is exactly why they are now a competitive advantage.On June 8, The DiJulius Group is...
05/27/2026

Soft skills are almost extinct.

That is exactly why they are now a competitive advantage.

On June 8, The DiJulius Group is hosting a livestream workshop for operations leaders who want service to become more consistent, coachable, and repeatable.

You will learn how to train employees on the behaviors that shape customer interactions:

Empathy
Energy
Curiosity
Listening
Building rapport
Positivity

Experience Revolution Membership is $249 annually per individual and includes access to the June 8 livestream, replay, workbook, and past workshop library.

Join here: https://hubs.la/Q04hXdKs0

If service depends on who shows up that day, your operation is at risk.Consistency does not happen because employees are...
05/27/2026

If service depends on who shows up that day, your operation is at risk.

Consistency does not happen because employees are “nice.”

Consistency is trained.

Join The DiJulius Group on June 8 for a livestream workshop on how to train the critical service aptitude skills that create stronger customer interactions and more reliable team performance.

June 8, 2026
Noon–2 PM ET
$249 Individual Membership

Become a member: https://hubs.la/Q04hSGwK0

05/26/2026

Recognition does not have to mean big bonuses, expensive prizes, or complicated incentive plans.

Sometimes the most powerful culture-builder is simply noticing the right behavior and telling the story.

The story gets repeated.
The behavior gets modeled.
The standard becomes clear.
The culture starts to scale.

In Episode 254, John DiJulius shares how recognition systems like the Milkshake Award and Bear Claw Award help companies reinforce Above and Beyond service.

Listen here:
https://hubs.la/Q04hmngq0

05/25/2026

Not all profits are good profits.

Late fees. Hidden charges. Overdraft fees. Excessive cancellation fees. Policies that generate revenue by frustrating customers.

They may help the short-term numbers, but they erode trust, exhaust frontline employees, and create opportunities for competitors.

In Episode 254, John DiJulius discusses “bad profit policies” and explains why world-class service cultures think beyond short-term revenue.

Listen to the full conversation:
https://hubs.la/Q04hmhZq0

05/24/2026

A dangerous question every leader should ask:

Are we incentivizing the experience we actually want to deliver?

Many companies say customer experience is a priority. But their scorecards tell a different story.

They measure speed, volume, sales, cost reduction, and short-term profit.

Those metrics matter. But when they become the only things that matter, the customer experience starts to suffer.

Episode 254 of The Customer Service Revolution Podcast explores how to align incentives with the service culture you want to create.

Listen here:
https://hubs.la/Q04hmh-t0

05/23/2026

Your customers may never see your incentive plan.

But they feel it.

They feel it when employees are rushed.
They feel it when policy matters more than empathy.
They feel it when speed is rewarded over connection.
They feel it when sales are rewarded more than trust.

They also feel it when employees are recognized for ownership, personalization, follow-through, service recovery, and going Above and Beyond.

In Episode 254, John DiJulius explains why the behaviors you reward become the experience your customers receive.

Listen here:
https://hubs.la/Q04hm7nG0

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Brecksville, OH
44122

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Monday 9am - 5pm
Tuesday 9am - 5pm
Wednesday 9am - 5pm
Thursday 9am - 5pm
Friday 9am - 5pm

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