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Joseph's Blog

Tag Archives: Service-Centric

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 […]

Being a “Yes and” Person in a “No but” World

Tweet About 20 years ago I had a rather transformative experience while pursuing a hobby. I didn’t suspect that the class I was embarking upon would have such broad impact on my life. As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv […]

Why You Should Be A “Yes and” Leader In A “No but” World

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How are your POPS and PODS doing?

Tweet More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. They are POPS and PODS. POPS stands for “Points of Parity” and PODS is an acronym […]

FACE It: You Should Improve Your Customer Experience

Tweet The title of this blog, isn’t meant to imply you are in denial about the importance of customer experience elevation. Rather, I am using FACE as an acronymn for 4 guiding principles to consider as you craft customer-centric solutions. For me FACE stands for: Fast Accurate Caring Easy I can demonstrate 2 of the […]

Through the Mirror of Your Customer

Tweet Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.” In my opinion, many industries have been looking in the wrong mirror for a long time! Soberingly, those businesses are being forced to see themselves anew – in a reflection of the perceptions of […]

Through the Mirror of the Customer Experience {Infographic}

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The Power of Video in the Field of Customer Service {Guest post by Alleli Aspili}

Tweet Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation. Companies, together with their tech support divisions should consider incorporating videos in their operation, as it has become […]

Predictability in an Unpredictable World: Consistency and the Power of Brand

Tweet Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M. C. Escher once noted “we adore chaos because we love to produce order.” So think about the […]

Predictability in an Unpredictable World {Infographic}

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