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Joseph's Blog

Tag Archives: Economic Recovery

The Couponing Experience – Are you overlooking it?

Tweet Are you a coupon clipper?  How about your customers? What role do coupons play in customer experiences?  Do they lead to commoditization or are they a component of interactive engagement? Enough with the questions lets look at the data on couponing. According to NCH (Marketing Services), the number of coupons distributed by consumer product [...]

The Human Experience – Lessons from the ICU bedside

Tweet My vantage point on customer service and customer experience have certainly grown in the past 5 years. Much of that growth comes in the form of empathy gained from encountering complex healthcare delivery. In the past series of days, for example, I have run the all too familiar gauntlet of being with a close [...]

Shouldn’t You be Shadowing Your Customers? Whys, Whats and Hows for Success

Tweet Have you ever been shadowed?  Have you ever shadowed?  I am talking about customer shadowing of course and if you are not doing it, you might want to add it to your toolkit. Imagine not only asking your customers what they want or need from you but also getting permission to watch your customers [...]

How to respond to “Pinteresting” times in Customer Engagement

Tweet “May you live in interesting times,” is often referred to as the Chinese curse and it aptly applies to the challenge of creating relevant customer experiences online today. Let’s take the moving target of social media websites as our example.  The disruptive nature of technology and the proliferation of online offerings have played havoc [...]

Gummy Worms and Customer Experience Excellence!

Tweet July 15th was National Gummy Worm day and while that might not be the type of information you would expect from this blog, it turns out to have significance in our office.  Specifically, National Gummy Worm day served as an opportunity to “surprise and delight” many of our clients and business partners.  Additionally, it [...]

Do you want return calls from sales prospects? Focus on the personal!

Tweet I’ve long championed a simple truth “all business is personal.”  That’s why I believe customer experience is as much about relationship building as it is about product and transactional excellence. A recent study conducted by Reachable powerfully demonstrates the criticality of relationship building when it comes to gaining access to make sales.  Here’s the big [...]

Can you “Gamify” your Customer Experience? Lessons from the Highway

Tweet Have you thought about “gamifying” your customer experience? Over the past number of months, I’ve been spending time with senior leaders on the Starbucks Digital Ventures team.  Given the rise of popularity of mobile technology, Starbucks has “gamified” such things as Foursquare check-ins at Starbucks cafes.  Designers have also developed a customer reward program [...]

Listen or Write the Obituary

Tweet In his outstanding blog post titled The Unexpected Demise of Great Brands, Peter Horan outlines the death or near death experiences of once mighty companies such as Kodak, Sears, Digital Equipment Corporation and Circuit City.  Noting that these brands went from “great to gone in less than a generation,” Peter suggests: “These were major [...]

Taking a Bold Stand for Service Excellence – How about you?

Tweet Raise your hand if you think service and convenience stores are opposing concepts.  You can put your hand down now, since this is a blog and I can’t see you. My general impression has always been that convenience stores sell….well convenience and commodities.  But my perception was challenged by a fairly recent strategic course [...]

Middle Child Customer Experience Syndrome

Tweet Ever since Sigmund Freud’s time, psychologists like Alfred Adler have written about the role of birth order and personality.  Subsequently, researchers have even defined a cluster of behaviors which they dub the “middle child syndrome.”  While I am not here to argue the merits of the label (in fact, recent data calls the concept [...]