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Joseph's Blog

Tag Archives: Customer Experience Design

Noble Associations, Transparency, and Accountability EQUALS Success {Infographic}

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“Happiness is not an app on a mobile phone” – The Art of Messaging

Tweet This blog is about relevant messaging throughout the journey your customers have with your brand. Although I will use Pope Francis as an example, I am not opining about the Catholic church, the popularity of the Pope, or even Christianity in general. I’ll leave all that to the theologians. Much of a customer’s journey […]

Happiness is Not an App on a Mobile Phone {Infographic}

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Being a “Yes and” Person in a “No but” World

Tweet About 20 years ago I had a rather transformative experience while pursuing a hobby. I didn’t suspect that the class I was embarking upon would have such broad impact on my life. As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv […]

Why You Should Be A “Yes and” Leader In A “No but” World

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Want to Deliver Exceptional Customer Experiences? Focus on Your POPs & PODs {Infographic}

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How are your POPS and PODS doing?

Tweet More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. They are POPS and PODS. POPS stands for “Points of Parity” and PODS is an acronym […]

FACE it: You Should Improve Your Customer Experience {Infographic}

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Lessons in Living & Serving Fully {Infographic}

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Through the Mirror of Your Customer

Tweet Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.” In my opinion, many industries have been looking in the wrong mirror for a long time! Soberingly, those businesses are being forced to see themselves anew – in a reflection of the perceptions of […]