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Joseph's Blog

Tag Archives: UCLA

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

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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 […]

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

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A Case Study for 2014 – Learning from Legendary Leaders

Tweet In the spirit of being lifelong learners this new year, and every year for that matter, let me share a new word  I learned recently:  holacracy.  I am assuming you may have see this word buzzing around the Web lately. My connection to the word comes through Tony Hsieh CEO of Zappos. As you […]

Customer Experience Musts – Telling us what they want

Tweet Customers have a huge desire to tell us what they want but alas many entrepreneurs and business leaders are more interested in telling or selling than taking the time needed to really hear their customer.  Hold on now, am I saying that customers actually know what they want and are willing to tell us? […]

Customer Experience – Is it Care or Speed?

Tweet Recently, I shared a failed service experience I had at a sandwich shop and as a result several people contacted me and offered up what I can best describe as “service horror stories.”  Rather than miring us down in those negative interactions, I thought I would simply do a series of quick blogs on […]

Why having a heart for Military Veterans matters!

Tweet As we formally honor our country’s military veterans this week, Starbucks is set to hire 10,000 veterans and active duty spouses over the next five years. A classic win-win, this strategy enables Starbucks to capitalize on the unique skills sets of these highly trained individuals while helping to reduce the high rate of unemployment […]

Challenging Awakeness – From Favorite to Former

Tweet It seems so trivial but it really is the “little things” that annoy consumers.  I was at a sandwich shop recently where I purchased a $7 roast beef sandwich.  After paying the cashier, a sandwich preparer advised me that they were out of roast beef and asked if I would like another option.  My […]