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Joseph's Blog

Category Archives: Social Media

{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. […]

The Power of Video in the Field of Customer Service {Guest post by Alleli Aspili}

Tweet Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation. Companies, together with their tech support divisions should consider incorporating videos in their operation, as it has become […]

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Tweet While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters. I am honored to say I know and work with a company from Sheboygan, Wisconsin whose leaders care so much […]

Not Hand Size! Heart Size! The Art of Engagement and Loyalty

Who is #2 (behind Google) on Fortune magazine’ “Best Companies to Work for” list?

How to Create a Successful Customer Loyalty Program

Tweet Having worked with Starbucks since 2004, as I began my journey to my first of two books about them (The Starbucks Experience and later Leading the Starbucks Way), friends and colleagues are quick to contact me whenever Starbucks makes the news.  That goes for both good and bad news! Recently Starbucks announced a change […]

How to Create A Successful Customer Loyalty Program

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Who are Millennials? {Infographic}

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How great are you?

Tweet Ernie Andrus made his coast-to-coast run across the United States when he was only 90 and he is well on his way to doing it again at age 92! In 2013 Ernie, a World War II Navy veteran, set out to break a record for the oldest man to run across America.   The prior […]

BE PERFECT or BE EXCELLENT: The Art of Getting Real

Tweet Sometimes we teach because we have something to share and other times we teach because we have something to learn.  This is one of those cases where I am exploring an issue for myself as much as I am addressing it for you. How do we balance all the demands necessary to serve the […]