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Joseph's Blog

Monthly Archives: August, 2010

How to Deliver Service plus Chocolate!

Tweet Having recently consulted or spoken in 6 countries in less than 30 days (ranging from Bolivia to Hong Kong), I keep facing questions that center around the distinction between operationally consistent service and emotionally-engaging customer experiences.  While I’m not convinced that these two service approaches need to be mutually exclusive, I do know that […]

5 Categories of Customer Preferences You Should Know

Tweet While recently consulting with a client about ways to determine customer preferences, I had a random neuronal firing and from the deep recesses of my brain I recalled the work of Professor Noriaki Kano. In the 1980’s Dr. Kano, known for creating the Kano model, differentiated between 5 groups of customer preferences. As best […]