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Joseph's Blog

Tag Archives: Employee engagement

How to Benefit from the Voice of Your Employees {Guest Post}

Tweet Take a moment to think about your business. Think about the day-to-day tasks and the work that gets done. Consider who it is that is doing most of this work, investing their time and energy into bettering your company. In nearly every case, the answer will be your employees. An employee is an invaluable […]

{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

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{Infographic} Are You Up for the Human/Tech Challenge?

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{Infographic} Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

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Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

Tweet We’ve all had it happen. As customers, we’ve encountered a service provider who unfortunately chose to attend to something of interest to them instead of attending to our needs. As a result of their self-preoccupation, we were left to feel like we were intruding on their text messaging session, their online purchase, or interrupting […]

Customer Experience Excellence – The Science and the Craft

Tweet Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Additionally, […]

Do’s and Don’ts for a Human and Humane Holiday Experience {Infographic}

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Thanksgiving & Your Business Year-Round

Tweet Author Melody Beattie once noted that: “Gratitude unlocks the fullness of life. It turns what we have into enough, and more. It turns denial into acceptance, chaos to order, confusion to clarity. It can turn a meal into a feast, a house into a home, a stranger into a friend. “ I’ve taken the […]

We Are All In The Perception Business!

Tweet Recently, I’ve been suggesting that “perceptions” are a key economic driver. In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you. Obviously, in […]

We Are All In The Perception Business {Infographic}

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