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Joseph's Blog

Category Archives: Customer Advocacy

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

Tweet Having consulted with and written two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way), I seldom compare Starbucks with McDonald’s. Typically, I see these two iconic brands in two very different categories. From my vantage point, McDonald’s is an excellent example of a service brand which focuses on price, speed of […]

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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All Business is Personal – Consistency with a Twist

Tweet Dating back to my early work with Starbucks, (reflected in my first book about the global coffee leader titled – The Starbucks Experience), I have been asserting that ALL BUSINESS IS PERSONAL. I often note that the next customer might be your 50th routine interaction of the day but for them, the contact will […]

{Infographic} It’s Viral, It’s Video Storytelling – Live Visuals Rule

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It’s Viral, It’s Video Storytelling – Live Visuals Rule

Tweet For a period in human history, all we had were spoken words. Later we learned to communicate through written symbols and today it seems the most preferred communication medium is words shared through video. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually […]

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

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