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Joseph's Blog

Monthly Archives: August, 2013

Courting, Dating, & Loving – A Customer Experience Journey?

Tweet Somewhere in our lifetime, most of us have run across Maslows’ hierarchical theory on human motivation (physiological, safety, belongingness and love, esteem, and self-actualization). It is within this framework that Maslow introduced the concepts of people asking Am I safe? before asking Am I loved? Chip Conley in his book Peak took a deep […]

That Nonreplicable “Something Else”

Tweet We all know the saying: “Imitation is the sincerest form of flattery.” But, what does that actually mean for your company and the relationship you form with your customers? Well inevitably great business ideas will be duplicated, replicated and/or “borrowed.”  The upside of this reality is that overall products and services are improving as […]

Passion Drives Purchase

Tweet In my soon to be released book, Leading the Starbucks Way, I list “seven bold moves” Starbucks leaders identified to revitalize their business.  These “moves”  focused on leveraging strengths, exploring relevant innovation opportunities, and targeting process improvements. These seven objectives were to: 1. Be the undisputed coffee authority. 2. Engage and inspire partners. 3. […]