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Joseph's Blog

Category Archives: Customer Advocacy

Infographic: Customer Experience Creation: Give ’em a Reason to Hire & Keep You

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{Infographic} Service Delivered: Timeless Change

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Service Delivered: Timeless Change!

Now, when it comes to customer service, home delivery (in keeping with the lyrics of a Peter Allen song) represents something “old,” which has been repurposed through digital technology, “to be new again.”

{Infographic} Once Upon a Time People Assisted One Another…

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{Infographic} Out with the old, in with the new and not so new

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Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery

Tweet Are you ready for conversational commerce, digital gifting, and secondhand markets? Great customer experience brands are constantly tracking macro-changes in consumer behavior and trying to determine if an emerging trend is simply a fad (hot for the short run but soon to fizzle) or a meaningful pattern worthy of infrastructure investment. Here are three […]

{Infographic} What Are Your UICs?

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What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles

Tweet I call them UICs (unique industry challenges) and I see them as foundational issues that must be overcome to deliver outstanding customer experiences. Recently, high profile incidents at American Airlines (a confrontation between a flight attendant and a mother with two children as well as another passenger overheard the flight attendant’s behavior concerning the […]

{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 […]