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Joseph's Blog

Tag Archives: Customer Experience Design

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 [...]

Pregnancy to Birth in 6 seconds – Customer Experience and the Short Attention Span

Tweet Ian Padgham one of the creative geniuses at Origiful may be the only person who has shrunk an entire pregnancy and delivery to 6 seconds.  If you haven’t seen it already, check it out Ok so his wife, Claire, actually went through a normal birth and delivery but the rest of us (and literally [...]

Renewing Commitment to Customer Experience – A Cost-Saving Approach

Tweet In many parts of the US, back to school begins weeks before the first nip of autumn can be felt in the air. It is a season that inspires lifelong learning, seeing things differently, and replacing the antiquated with the fresh. In this spirit of reconsideration and renewal I just read research scientist Peter [...]

Walk A Mile In Their Shoes – Mapping Your Customers’ Journey

Tweet Sometimes we are too close to something – a process, an idea, a product or service – to see it with true, objective clarity and perspective.  This can be especially (and paradoxically) true when a notion is born from our own brains.  We think we know what it looks, smells and feels like to [...]

Forging a Digital Connection of Trust and Relevance

Tweet Many business leaders have a love/hate relationship with technology.  On the one hand, technological advances offer great business opportunities.  On the other hand, the infrastructure costs associated with technology shifts and the rapid pace of technological change pose strategic and operational challenges.  Although some business leaders fall in love with technology for technology’s sake [...]

My First (and possibly my last) Book Review – Hooked on Customers by Bob Thompson

Tweet As an author, it seems I am always on deadline with my own manuscripts.  This leaves me little more than the opportunity to write business related correspondence and a weekly blog. Through the years, friends have asked me to provide reviews of their books and I have always apologetically declined.  If I feel strongly [...]

Mystery, Sensuality and Intimacy – Loving your Customer and your Message

Tweet Here’s an exercise for you. Try to go one day without seeing an advertising message. Ok, how about an hour? Some subtle, others overt, marketers are finding us in as unsuspecting of places as the bottom of golf holes. Every business is talking at customers. But what makes that chatter banal or brilliant? For [...]

Why it’s in your own interest to forget your self-interest

Tweet The modern world inundates us with a constant flow of information.  Not wanting to miss anything, our tendency is to scan the clutter for ways to improve our businesses.  Studying best practices, following experts on Twitter, regularly checking in with our favorite bloggers, we ultimately seek to be better and do better by our [...]

How to Balance Service Standards with Empowerment

Tweet I recently had a conversation with someone who just changed customer-facing jobs. Beyond the dynamics of salary, benefits, and the myriad of other factors that influenced her decision to move on to the next professional opportunity, the way she described her former position stuck with me: “I didn’t like that I couldn’t see customer [...]