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Joseph's Blog

Category Archives: Customer Service

{Infographic} A Contrarian View on the United Airlines Customer Nightmare

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A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)

Tweet I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. With all […]

{Guest Post} Emotional Analysis Of Customer Feedback: The Missing Link

Tweet According to Bruce Temkin’s 2016 study, after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the key question that companies should be asking themselves: […]

{Infographic} Getting More Referrals

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Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them

Tweet In last week’s blog, I made a distinction between “likely to recommend” and “actually recommend.” I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about […]

{Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

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Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Tweet I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 […]

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

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{Infographic} McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

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McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

Tweet Having consulted with and written two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way), I seldom compare Starbucks with McDonald’s. Typically, I see these two iconic brands in two very different categories. From my vantage point, McDonald’s is an excellent example of a service brand which focuses on price, speed of […]