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Joseph's Blog

Monthly Archives: January, 2017

Are You Up for the Human/Tech Challenge?

Tweet I’m convinced that the new customer experience leadership challenge will be … (drum roll please) … integrating human and technology based service. I refer to this opportunity as the human/tech challenge. That challenge involves leveraging technology for efficiency while integrating it with the warmth of human service delivery. In my opinion, your future success will […]

{Infographic} Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

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Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Tweet Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I […]

{Infographic} Is Business a Game? Customer Experience Lessons from Gaming

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Is Business a Game? Customer Experience Lessons from Gaming

Tweet Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” I sense I am not the only one. For example, Thomas J. Watson the founder of IBM is quoted as once saying that “business is a game.” As you likely know “game theory” is a branch of mathematics that […]

{Infographic} Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

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Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

Tweet We’ve all had it happen. As customers, we’ve encountered a service provider who unfortunately chose to attend to something of interest to them instead of attending to our needs. As a result of their self-preoccupation, we were left to feel like we were intruding on their text messaging session, their online purchase, or interrupting […]

Customer Experience Excellence – The Science and the Craft {Infographic}

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Customer Experience Excellence – The Science and the Craft

Tweet Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Additionally, […]