The DiJulius Group

The DiJulius Group Customer experience consulting, training and executive education

09/24/2026

Your customer experience problem might actually be a leadership problem.

Employees experience your organization through their managers every day.

And eventually, the experience those managers create reaches your customers.

Episode 272 of Customer Service Revolution explores the connection between leadership, employee experience and CX.
Find Customer Service Revolution wherever you listen to podcasts or:
https://hubs.la/Q04ybjzQ0

09/22/2026

Before approving your company's next big innovation, ask one question:
Will this make our customer's experience meaningfully better?

Not:
Will it reduce costs?
Will Wall Street like it?
Is everyone else doing it?
Can we automate it?

Start with the customer.

Episode 271: When Innovation Stops Serving the Customer.
Find Customer Service Revolution wherever you listen to podcasts or https://hubs.ly/Q04xHZz60

09/21/2026

Apple doesn't always try to be first.

It tries to make customers never want to leave.

That distinction matters.

In Episode 271, John and Denise explore how Apple's ecosystem, consistency, ease and customer experience have created extraordinary loyalty—even when competitors may offer stronger features in individual categories.

Find Customer Service Revolution wherever you listen to podcasts or https://hubs.ly/Q04xHZmY0

09/20/2026

At what point does innovation stop being customer-centric and become corporate ego?

Nike. Apple. Starbucks.

Very different brands, but each raises an important question for leaders:
Are we innovating because it improves the customer experience—or because the business wants something new?

Episode 271 of the Customer Service Revolution.
Find Customer Service Revolution wherever you listen to podcasts or https://hubs.la/Q04xHYWz0

09/19/2026

The most dangerous growth strategy?

Finding a new customer while making your existing customer feel abandoned.

In Episode 271 of the Customer Service Revolution, John DiJulius and Denise Thompson examine what happens when companies chase new markets, channels and innovations while losing touch with the customers who made them successful.

Find Customer Service Revolution wherever you listen to podcasts or https://hubs.la/Q04xHYy30

09/18/2026

Your customer may not be who you think it is.

Nike's story raises a bigger CX lesson:
The end consumer isn't always your only customer.
Retail partners. Distributors. Franchisees. Employees. Strategic partners.
They can all play a critical role in delivering the experience.

Ignore one part of the ecosystem and the end customer eventually feels it.

Episode 271 of the Customer Service Revolution.
Find Customer Service Revolution wherever you listen to podcasts or https://hubs.la/Q04xHY8T0

09/17/2026

The most dangerous growth strategy?

Finding a new customer while making your existing customer feel abandoned.

John DiJulius sees the same pattern repeatedly: companies chase a new market, audience or channel and underinvest in the people who made the brand successful in the first place.

Episode 271: When Innovation Stops Serving the Customer
Find Customer Service Revolution wherever you listen to podcasts or https://hubs.la/Q04xHVgT0

09/16/2026

Customer-facing employees are often trained almost entirely on processes, systems, and technical requirements.

Then leaders act surprised when those employees struggle to listen, connect, show empathy, or recover an upset customer.

Technical competence gets the task completed. Service aptitude determines how the experience feels.

Find Customer Service Revolution wherever you listen to podcasts or https://hubs.la/Q04x5HHw0

09/15/2026

You do not need a $100 million budget to reward human skills.
Start by auditing four things:
1. What you hire for
2. What you train
3. What you measure
4. What you reward

If those systems do not reinforce the same behaviors, your customer experience will never be consistent.

Find Customer Service Revolution wherever you listen to podcasts or https://hubs.la/Q04x5wyT0

09/14/2026

“The more automated we become, the more human we have to become.”

AI can make the task faster. It cannot independently create trust, read the emotional stakes, take personal responsibility, or decide when the standard process is wrong for the moment.
Humanity is not the alternative to technology. It is what makes technology valuable to the customer.

Find Customer Service Revolution wherever you listen to podcasts or https://hubs.la/Q04x5wfG0

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