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Joseph's Blog

Tag Archives: Differentiation

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 […]

Trembling: Being Accountable to the Customer

Tweet There’s accountability and there’s ACCOUNTABILITY. Try this one on for size… Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team provide to your customers? The “tremble effect” seems an apt description […]

The SDI’s of Millennials

Tweet In the 1950’s, a number of ministers and politicians railed against the “evils of rock and roll” and implied that the youth of the day were adversely affected by the insidious nature of the music. Despite that music, most of us who lived through the 1950’s and 60’s did so without too much lasting […]

Awaken the Force: Six Powerful Commitments for 2016

Tweet As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us).  A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds […]

Why Businesses Should Embrace Live Chat Software for Sales and Customer Service

Tweet Live chat has been an up and coming technology for a number of years now, but its importance was driven home when we saw new research from the online help desk buyers’ research firm Software Advice. They found that regardless of the nature of the question, 56% of millennials preferred live chat over the […]

The best metrics for getting started with employee engagement {Guest Post}

Tweet During the last decade or so, human resource management has been essentially flipped on its head. What was once a decidedly employer-centered market has become one driven by the needs and concerns of the employee. Despite still relatively high competition for jobs in a recovering global economy, more and more companies that require a […]

Automated Call Answering Cuts Costs But Also Cuts Customers {Guest Post}

Tweet The size of a customer service department is, of course, directly related to the size of the business it is serving. A small company with only a limited number of customers will not have the same demands as a large one serving millions of people. For the latter, it can become a costly operation […]

The Cost of Serving Well

Tweet It was such a thought-provoking question.  In an interview this week, I was asked, “how much does it cost a business owner to deliver memorable service?”  Earlier in the day, I had read about a police officer in Connecticut, Michael Castillo, who was on a call to break-up a fight at a Target store.  […]

How great are you?

Tweet Ernie Andrus made his coast-to-coast run across the United States when he was only 90 and he is well on his way to doing it again at age 92! In 2013 Ernie, a World War II Navy veteran, set out to break a record for the oldest man to run across America.   The prior […]