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Joseph's Blog

Tag Archives: The Zappos’ Experience

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

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

Tweet I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. […]

Legacy Schmegacy – What Will You Be Known For?

Tweet Political pundits recently have been opining about the likely legacy of various global political leaders including Fidel Castro and President Barack Obama. Certainly, the word legacy seems fitting for leaders who play on the world stage, but what about the rest of us – ordinary people trying to lead our families, communities, and businesses? Is […]

Countering Terror with a Service Heart

Tweet Yet again the world is rocked by a terrible and senseless mass shooting.  In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human […]

Countering Terror with a Service Heart {Infographic}

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Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Tweet While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters. I am honored to say I know and work with a company from Sheboygan, Wisconsin whose leaders care so much […]

Not Hand Size! Heart Size! The Art of Engagement and Loyalty

Who is #2 (behind Google) on Fortune magazine’ “Best Companies to Work for” list?

How to Create a Successful Customer Loyalty Program

Tweet Having worked with Starbucks since 2004, as I began my journey to my first of two books about them (The Starbucks Experience and later Leading the Starbucks Way), friends and colleagues are quick to contact me whenever Starbucks makes the news.  That goes for both good and bad news! Recently Starbucks announced a change […]

How to Create A Successful Customer Loyalty Program

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Would you have your wedding at Starbucks? Becoming a Beloved Brand

Tweet So would you?  Would you have your wedding at Starbucks?  How about your reception? Lets switch venues, how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomena of Starbucks weddings and receptions since I worked on my first book about the […]