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Joseph's Blog

Tag Archives: Service-Centric

How to Balance Service Standards with Empowerment

Tweet I recently had a conversation with someone who just changed customer-facing jobs. Beyond the dynamics of salary, benefits, and the myriad of other factors that influenced her decision to move on to the next professional opportunity, the way she described her former position stuck with me: “I didn’t like that I couldn’t see customer [...]

True or False? Measuring Performance Leads to Better Service

Tweet If you said “Yes” – you are either amazingly astute or you had a chance to look at the recently released Q1 Zendesk Benchmark report.  In either case – Congratulations! Zendesk, the maker of customer service software that streamlines customer support and fosters self-service and engagement, studied the use of analytics and their impact [...]

Beloved Brands Think Differently

Tweet Working remotely, I am sitting in a Starbucks with my laptop.  (As you may have surmised, I’ve been having a substantive long-term relationship with the brand.)  Across the way, a woman was also working away on her computer when…it happened.  A keystroke run amok sends her beverage sailing across the table and onto the [...]

How to turn problems into customer loyalty

Tweet I recently visited a store to make a return.  I suspect that few people relish this particular type of retail encounter – not the employees, not the customers. Both sides often seem prepared for a debate at best and an argument at worst.  It is an unexpected relief when the experience is seamless. The [...]

Guest blog by Bradley Taylor: Is lack of marketing education letting your firm down?

Tweet It is my pleasure to introduce you to my guest blogger from over the pond. Bradley Taylor joins us from Derby, England to discuss the risks of limited marketing knowledge…. Is lack of marketing education letting your firm down? Many firms lose potential clients and business partners as a result of poor marketing strategies. [...]

Who Are Your Customers?

Tweet We don’t often think of Starbucks as being the new kid on the block.  Yet, India Real Time, a blog published by the Wall Street Journal, fairly recently reported that the majority of India’s population of 1.2 billion people have never heard of it.  Rather, their equivalent café experience is with Café Coffee Day [...]

Salespeople are the Real Super Heroes

Tweet Jeb Blount, author of People Buy You was kind enough to offer a guest blog for your enjoyment this week.  I will provide my blog later in the week but am grateful to be able to share Jeb’s thoughts… Let’s get real. The world continues to wallow in an economic malaise where unemployment is [...]

The Conundrum of Consistency: When More Becomes…More of the Same

Tweet Consumers value consistency.  Consistency of service, consistency of product, consistency of availability, particularly when we travel.  But consumers also value the unique and, of late, the local – that feeling of having discovered a secret gem.  As a business owner, how do you cater to this perplexing paradox? Many brands enter communities and appear [...]

Customer Feedback Loop – Interview with Gautam Mahtani

Tweet Welcome to the second of three installments of my interview with Gautam Mahtani Co-Founder and Managing Partner of Customer Feedback Systems. Joseph: Gautam what is the best practice model you identified for creating a high velocity customer feedback loop? Gautam: The first step is to make solicitation of customer feedback quick and easy and [...]

Assessing the Voice of the Customer – Interview with Gautam Mahtani

Tweet Today on the blog, I feature the first part of an interview with Gautam Mahtani, Loyalty Strategist and Co-founder of Customer Feedback Systems…. Joseph: Welcome to the Michelli Experience Blog. I’m honored to have as a guest with me Gautam Mahtani who has mastery as it relates to assessing the voice of the customer. [...]