Categories

February 2017
M T W T F S S
« Jan    
 12345
6789101112
13141516171819
20212223242526
2728  

Joseph's Blog

Tag Archives: Differentiation

Not Top Of Mind But Top Of Heart – When Branding Gets Real {Infographic}

Tweet

Not Top Of Mind But Top Of Heart – When Branding Gets REAL

Tweet Here are some important terms of art when it comes to understanding the strength of your brand: Brand Awareness – the visibility of your brand and it’s products/services in the eyes of consumers. Branding Campaigns – tactical strategies for driving brand awareness. Impressions – how many customers actually lay eyes on elements of your […]

Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening

Tweet I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis. For example, had I read about something like Indian airline, IndiGo’s, recent effort to create […]

Stepping To The Curb – Go Faster…Make It Easier

Tweet It will come as no surprise that consumers today demand effortless and expedited service! Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make customers wait for delivery (typically relying on UPS). By contrast, brick-and-mortar businesses have products […]

You Want Engaged Employees? Ignite Mastery

Tweet Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose Autonomy, and Mastery In essence, ample research shows that people will give maximal effort when they believe their effort will make a purposeful difference when they are given some level of control over the task or timeline for completing […]

Send in the Drones: Elevating Service in A Technology-Driven World {Infographic}

Tweet

Beating the Giant: It’s as Simple as Artisanship {Infographic}

Tweet

Countering Terror with a Service Heart

Tweet Yet again the world is rocked by a terrible and senseless mass shooting.  In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human […]

How to Stop the Revolving Door for Millennials at Work

Tweet This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and […]

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 […]