236: How can I make customer experience a true competitive advantage?

Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders · Jan 15, 2026 · 32m · transcript

Summary

In this conversation, Denise Thompson and John R. DiJulius III explore the critical elements of customer experience that can provide a competitive advantage in today's relationship economy. They discuss the importance of creating emotional connections with customers, building systems that reduce risk, and developing a signature brand experience that is memorable and unique. The conversation also highlights the need for consistent training and awareness among employees to ensure that customer service remains a priority. Through real-world examples, they illustrate how organizations can…