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Joseph's Blog

Category Archives: Customer Engagement

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

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{Infographic} Transforming Optimism on Transformation

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Transforming Optimism on Transformation

Tweet The word transformation is all the rage in business today. I suspect that’s a byproduct of another trendy word disruption. Given the speed of change ignited by start-up businesses and technology companies, many established and larger companies find their lack of nimbleness to be a liability. The challenges of accelerating new behaviors across a […]

{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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{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 […]