October 21, 2025- If you were to purchase something from your company, are you certain that you would be satisfied with the whole experience? From the first interaction to the final purchase, every touchpoint that your customers engage with in the purchasing journey is part of the whole customer experience – and that experience matters.
Repertoire Magazine sat down with John DiJulius, chief revolution officer of The DiJulius Group, to discuss the state of the customer experience in 2025. As an employee and customer experience consulting firm, The DiJulius Group’s mission is to change the world by creating a customer service revolution.
From the salon to the stage
DiJulius and his wife opened a salon in Ohio in 1993, where he began to stretch his customer service muscles. Because of the customer service reputation they had built, people started asking DiJulius to come and speak at events.
“I thought it would be a good marketing opportunity, but I didn’t think it was ever going to turn into a career,” he said. “But every time I spoke, two or three business leaders would come up and ask me to speak to their company. By 2003, I released my first book, which took me from being a salon owner that spoke a little bit to a speaker that owns salons.”