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Joseph's Blog

Category Archives: Leadership Consulting

Customer Experience Speaker, Consultant, Author OR…A Robot

Tweet At first, I didn’t have the heart to place my various occupational titles in the search field. I was afraid I’d find I’d already been replaced. However, a wave of courage washed over me and I went boldly into the unknown. Whew…as an author I might be safe with a percentage just less than […]

{Infographic} When The Customer Is Wrong – Should The Business Be Right?

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When The Customer Is Wrong – Should The Business Be Right?

Tweet In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. I’ve come to believe that in order to be […]

{Infographic} All Business is Personal – Consistency with a Twist

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{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. […]

{Infographic} Are You Up for the Human/Tech Challenge?

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Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Tweet Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I […]

Is Business a Game? Customer Experience Lessons from Gaming

Tweet Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” I sense I am not the only one. For example, Thomas J. Watson the founder of IBM is quoted as once saying that “business is a game.” As you likely know “game theory” is a branch of mathematics that […]

{Infographic} Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

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