Categories

July 2017
M T W T F S S
« Jun    
 12
3456789
10111213141516
17181920212223
24252627282930
31  

Joseph's Blog

Category Archives: Patient Experience Consulting

Customer Value: Expanding Across the 12 Standard Forms of Value

Tweet Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is a tiring and stressful endeavor – creating value is an innovative and energizing […]

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} All Business is Personal – Consistency with a Twist

Tweet

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

Tweet

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?

Tweet

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 […]

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

Tweet

Customer Experience Excellence – The Science and the Craft {Infographic}

Tweet

It’s Not Easy Enough: Simplifying the Experience

Tweet If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available. This generation of young people will likely tell future generations that they lived in an era when some […]