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Joseph's Blog

Tag Archives: Service-Centric

Brand Independence Day: Staying in the Black from One of the Men in Black

Tweet While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. Will Smith started his career as a rapper in […]

Branded Customer Experiences {Infographic}

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Countering Terror with a Service Heart

Tweet 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 […]

Countering Terror with a Service Heart {Infographic}

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The Muhammad Ali Experience: 5 Lessons for Winning {Infographic}

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The Muhammad Ali Experience: 5 Lessons to Win By

Tweet Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From an advertising perspective, his equity extended in commercial endorsements of brands like Louis Vuitton, Porsche, Apple, Coke, Gatorade, and Pizza Hut. So what can every business leader learn from the brand experience consistently delivered by Muhammad Ali? Here […]

To Switch or Not to Switch: 4 Ways to Stop Customer Churn {Infographic}

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To Switch or Not To Switch – 4 Ways to Stop Customer Churn

Tweet According to a recent comprehensive international study conducted by Accenture, 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. In the U.S. alone that “switching” behavior means poor service costs brands over 1.6 trillion dollars. Given those numbers from Accenture and prior research from Bain […]

When it Comes to Service: Beware A Technology-Based Backlash

Tweet It’s been said that when you have a “hammer everything looks like nails.” Such is the case with technology! For quite some time now we’ve all watched technology revolutionize the way service is delivered across the globe. For example, the Internet transformed the travel service industry as sites like Travelocity decreased the need for travel agents and […]

How to Stop the Revolving Door for Millennials at Work

Tweet This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and […]