Categories

February 2016
M T W T F S S
« Jan    
1234567
891011121314
15161718192021
22232425262728
29  

Joseph's Blog

Tag Archives: Differentiation

Are your property values up? Thank Starbucks

Tweet What does brand equity get you?  Among other things – happy neighbors!  According to recent reports, when a Starbucks opens nearby your property values rise – alot.  Before you think this phenomena occurs anytime a multi-national company opens its doors in your vicinity, the research also shows that its better to have Starbucks than […]

Would you have your wedding at Starbucks? Becoming a Beloved Brand

Tweet So would you?  Would you have your wedding at Starbucks?  How about your reception? Lets switch venues, how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomena of Starbucks weddings and receptions since I worked on my first book about the […]

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 […]

Exploiting Breast Cancer Awareness Month – Think Authenticity When Doing Cause Marketing

Tweet As a person, who lost his wife to a six-year battle with breast cancer the month of October is bitter sweet. I am heartened by so many organizations championing the cause of breast cancer awareness, research, and treatment – the month is awash with television ads, corporate buildings bedecked with large pink ribbons, and […]

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 […]

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 […]

Easy Wins

Tweet Ahhh, summer – a season of sunshine, valiant efforts to slow one’s life down, and vacation travel.  It’s hard not to notice, however, how our great escape efforts are often marked by so much preparatory and participatory stress. Marketing guru (and a man who was kind enough to endorse my Zappos Experience book) Seth Godin recently […]

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 […]

True or False? Measuring Performance Leads to Better Service

Tweet If you said “Yes” – you are either amazingly astute or you had a chance to look at the recently released Q1 Zendesk Benchmark report.  In either case – Congratulations! Zendesk, the maker of customer service software that streamlines customer support and fosters self-service and engagement, studied the use of analytics and their impact […]