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Joseph's Blog

Tag Archives: Economic Recovery

Courting, Dating, & Loving – A Customer Experience Journey?

Tweet Somewhere in our lifetime, most of us have run across Maslows’ hierarchical theory on human motivation (physiological, safety, belongingness and love, esteem, and self-actualization). It is within this framework that Maslow introduced the concepts of people asking Am I safe? before asking Am I loved? Chip Conley in his book Peak took a deep […]

That Nonreplicable “Something Else”

Tweet We all know the saying: “Imitation is the sincerest form of flattery.” But, what does that actually mean for your company and the relationship you form with your customers? Well inevitably great business ideas will be duplicated, replicated and/or “borrowed.”  The upside of this reality is that overall products and services are improving as […]

Passion Drives Purchase

Tweet In my soon to be released book, Leading the Starbucks Way, I list “seven bold moves” Starbucks leaders identified to revitalize their business.  These “moves”  focused on leveraging strengths, exploring relevant innovation opportunities, and targeting process improvements. These seven objectives were to: 1. Be the undisputed coffee authority. 2. Engage and inspire partners. 3. […]

“Leading the Starbucks Way” – How they are doing it right & why YOU should follow

Tweet Starbucks has become one of the most successful businesses in the world.  If you need proof – simply look to their record breaking earnings numbers released this week!  The brand’s success isn’t only because of their triple vanilla latte (although that certainly hasn’t hurt the cause.) In fact, there is much more to the […]

The Couponing Experience – Are you overlooking it?

Tweet Are you a coupon clipper?  How about your customers? What role do coupons play in customer experiences?  Do they lead to commoditization or are they a component of interactive engagement? Enough with the questions lets look at the data on couponing. According to NCH (Marketing Services), the number of coupons distributed by consumer product […]

The Human Experience – Lessons from the ICU bedside

Tweet My vantage point on customer service and customer experience have certainly grown in the past 5 years. Much of that growth comes in the form of empathy gained from encountering complex healthcare delivery. In the past series of days, for example, I have run the all too familiar gauntlet of being with a close […]

Shouldn’t You be Shadowing Your Customers? Whys, Whats and Hows for Success

Tweet Have you ever been shadowed?  Have you ever shadowed?  I am talking about customer shadowing of course and if you are not doing it, you might want to add it to your toolkit. Imagine not only asking your customers what they want or need from you but also getting permission to watch your customers […]

How to respond to “Pinteresting” times in Customer Engagement

Tweet “May you live in interesting times,” is often referred to as the Chinese curse and it aptly applies to the challenge of creating relevant customer experiences online today. Let’s take the moving target of social media websites as our example.  The disruptive nature of technology and the proliferation of online offerings have played havoc […]

Gummy Worms and Customer Experience Excellence!

Tweet July 15th was National Gummy Worm day and while that might not be the type of information you would expect from this blog, it turns out to have significance in our office.  Specifically, National Gummy Worm day served as an opportunity to “surprise and delight” many of our clients and business partners.  Additionally, it […]

Do you want return calls from sales prospects? Focus on the personal!

Tweet I’ve long championed a simple truth “all business is personal.”  That’s why I believe customer experience is as much about relationship building as it is about product and transactional excellence. A recent study conducted by Reachable powerfully demonstrates the criticality of relationship building when it comes to gaining access to make sales.  Here’s the big […]