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Joseph's Blog

Tag Archives: The Starbucks Experience

{Infographic} Back with an Apology: Rare Rewards of Service Professionalism

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Back with an Apology: Rare Rewards of Service Professionalism

Tweet I’ve often made a distinction between service and servitude. Sadly, and all too often, customers treat service providers like they are lesser beings. At the same time, I am disheartened when service providers take little pride in developing the skills necessary to be true service professionals. It is my belief that automation will replace […]

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

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All Business is Personal – Consistency with a Twist

Tweet Dating back to my early work with Starbucks, (reflected in my first book about the global coffee leader titled – The Starbucks Experience), I have been asserting that ALL BUSINESS IS PERSONAL. I often note that the next customer might be your 50th routine interaction of the day but for them, the contact will […]

{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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Make a Mouse: The Power of a Culture of Customer Experience Excellence

Tweet I’ve often said anyone can create a mouse. All you have to do is put a copious quantity of food and cloth scraps on your floor and, over time, a mouse will appear. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences […]

Make a Mouse: The Power of a Culture of Customer Experience Excellence {Infographic}

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Which Should Come First? The Employee or the Customer?

Tweet Ok, I admit the issue of employee versus customer primacy falls into the category of   unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the employee “comes first.” While I personally like to side-step this looping debate […]