December 2015
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Joseph's Blog

Tag Archives: Customer Experience Design

Human and Automated: Customer Experience Management at Its Best

Tweet According to customer support technology reviews firm Software Advice and research they conducted, manually trying to manage customer relationships and consumer complaints through email and spreadsheets is going the route of rotary-dial phones! What was once an expectation in large business is becoming stand fare for small business owners as well. Integrated software solutions […]

Holiday Relationships – Focusing on More than the Sale

Tweet We are in the throes of the frenzied shopping season, so it seems timely that we remind ourselves of several truths about why we should focus more on customer relationships and less on sales: People want to be viewed as important and unique. (Jumping into a sales process without taking the time to understand […]

Wireless Charging at a Starbucks Near You! Partnering in the Removal of Pain/Drain Points

Tweet You have seen us. If you are honest you will admit to being one of us. We are the people trying to appear inconspicuous as we feverishly look for an available power outlet to recharge our laptops, tablets, or cellular phones. We are easily located in a wide number of locations including airports and […]

It’s Not Just Moments-Of-Truth: It’s the End-To-End Experience

Tweet The findings of a powerful research study emerged in the Harvard Business Review late last year and it’s clear from the behavior of some companies I’ve visited recently that word has not been disseminated widely.  The article was titled “The Truth About Customer Experience” and in it the authors Alex Rawson, Ewan Duncan, and […]

Segment Your Service Experiences!

Tweet Customers aren’t always right and they certainly aren’t equal,  but…customers are always paying the bills! I am stuck by two groups of business leaders – those who treat customers as an after thought to profits or products and those that treat every customer equally.  I have always ascribed to Peter Drucker’s adage that we […]

Experience Delivery = Quality Products + Service Excellence + Empathy

Tweet I am blessed to be attending the gala Singapore Experience Awards as a guest of the Singapore Tourism Board.  I was asked earlier in the year to serve as a judge to help determine the best experience providers in Singapore.  As you likely know, I am a fan of this uniquely special city/state and […]

Becoming Known For Service Excellence – Aligning Who You Are With Who You Say You Are

Tweet I have often suggested that a measure of a person and of a brand is what people say about you when you are not around. Many customer voices are included throughout my book The Zappos Experience but it seems only fitting, given the innovative use of Twitter at Zappos, to share how some customers […]

Blessed are the Peacemakers. They will Experience Business Success!

Tweet Leadership guru Brian Tracy has been kind enough to endorse a number of my books and I have looked to him for wisdom throughout the years. One of my favorite quotes of Brian’s is “Set peace of mind as your highest goal, and organize your life around it.” The older I get the more […]

To Tattoo or Not to Tattoo? – Starbucks, Ink, & Customer Experience

Tweet “Cover your tattoos!” That’s the current policy at Starbucks (and for that matter many other businesses). Partners (the Starbucks term for employees – more on that in my recent book Leading the Starbucks Way) are hired without prejudice for tattoos; they just can’t be visible to customers. Now the company is reconsidering its policy […]

A Lesson Your Business Could Learn from the Ray Rice Video

Tweet I will leave it for others to opine about Ray Rice, his wife, and the NFL. But as a customer experience consultant there are two important business lessons to take from this horrific situation. Assume every customer interaction is being videotaped and appreciate the power of viral video. When I was a kid my […]