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Joseph's Blog

Category Archives: Customer Value

{Infographic} Back with an Apology: Rare Rewards of Service Professionalism

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{Infographic} McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

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{Infographic} Revisiting Convenience – Lessons from H2O

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{Infographic} When The Customer Is Wrong – Should The Business Be Right?

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When The Customer Is Wrong – Should The Business Be Right?

Tweet In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. I’ve come to believe that in order to be […]

{Infographic} The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences

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The ABCs of PCT and Its Critical Role in Outstanding Customer Experiences

Tweet Long ago I received my Ph.D. in clinical psychology with an emphasis in dynamic, interactive human systems like married couples, families, and businesses. Along that educational journey, I was exposed to many theorists and various models of human motivation and perception (operant and classical conditioning, needs hierarchies, etc.). One organizing concept has proven to […]

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

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How to Benefit from the Voice of Your Employees {Guest Post}

Tweet Take a moment to think about your business. Think about the day-to-day tasks and the work that gets done. Consider who it is that is doing most of this work, investing their time and energy into bettering your company. In nearly every case, the answer will be your employees. An employee is an invaluable […]