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Joseph's Blog

Tag Archives: Service-Centric

Voting for Over-Delivery: The Inspirational Power of Promises Fulfilled {Infographic}

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The Kindness Gap: Differentiation by Practicing Civility in Uncivil Times {Infographic}

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The Kindness GAP: Differentiation by Practicing Civility in Uncivil Times

Tweet In addition to highly conflictual political discourse (which may have sunk to an all-time low in the US), I’ve recently observed a number of people making obscene gestures at one another, swearing, and ranting in stores as well as during miscellaneous business transactions. American activist Rachel Corrie once noted, “We should be inspired by people…who show that human […]

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 […]

Will It Fly? How To Leverage Quantitative and Qualitative Customer Listening {Infographic}

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Stepping To The Curb – Go Faster…Make It Easier {Infographic}

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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 […]

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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