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Joseph's Blog

Tag Archives: Differentiation

Noble Associations, Transparency, and Accountability EQUALS Success

Tweet It’s that time of year when we remember and honor our mothers, so allow me to harken back to a “momism” that was frequently uttered in my childhood home. Marie Michelli was quick to say, “tell me who you run around with and I’ll tell you what you are.” The upshot of that saying […]

“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 […]

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

Tweet The title of this blog, isn’t meant to imply you are in denial about the importance of customer experience elevation. Rather, I am using FACE as an acronymn for 4 guiding principles to consider as you craft customer-centric solutions. For me FACE stands for: Fast Accurate Caring Easy I can demonstrate 2 of the […]

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 […]

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Tweet While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters. I am honored to say I know and work with a company from Sheboygan, Wisconsin whose leaders care so much […]

Not Hand Size! Heart Size! The Art of Engagement and Loyalty

Who is #2 (behind Google) on Fortune magazine’ “Best Companies to Work for” list?

How to Create a Successful Customer Loyalty Program

Tweet Having worked with Starbucks since 2004, as I began my journey to my first of two books about them (The Starbucks Experience and later Leading the Starbucks Way), friends and colleagues are quick to contact me whenever Starbucks makes the news.  That goes for both good and bad news! Recently Starbucks announced a change […]