Mercedes-Benz USA

{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)

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. I…

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Not Top Of Mind But Top Of Heart – When Branding Gets Real {Infographic}

View Post about Not Top Of Mind But Top Of Heart – When Branding Gets Real {Infographic}

Countering Terror with a Service Heart

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 suffering…

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How to Engage Millennials at Work {Infographic}

View Post about How to Engage Millennials at Work {Infographic}

Why You Should Be A “Yes and” Leader In A “No but” World

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Want to Deliver Exceptional Customer Experiences? Focus on Your POPs & PODs {Infographic}

View Post about Want to Deliver Exceptional Customer Experiences? Focus on Your POPs & PODs {Infographic}

Predictability in an Unpredictable World: Consistency and the Power of Brand

Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M. C. Escher once noted “we adore chaos because we love to produce order.” So think about the world…

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Predictability in an Unpredictable World {Infographic}

View Post about Predictability in an Unpredictable World {Infographic}

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

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 about…

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