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Joseph's Blog

Category Archives: Customer Experience Consulting

{Infographic} All Business is Personal – Consistency with a Twist

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{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

Tweet I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. […]

{Infographic} Are You Up for the Human/Tech Challenge?

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Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Tweet Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I […]

{Infographic} Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

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Customer Experience Excellence – The Science and the Craft {Infographic}

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It’s Not Easy Enough: Simplifying the Experience

Tweet If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available. This generation of young people will likely tell future generations that they lived in an era when some […]

It’s Not Easy Enough: Simplifying the Experience {Infographic}

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Nailing the Numbers – Your Future Equals Your Customer Experience

Tweet I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. As the saying goes, if you have a hammer everything looks like nails. Over time, I have come to concede that product development, finance, and other business disciplines are equally […]