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Joseph's Blog

Tag Archives: customer loyalty

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

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

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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 […]

Happiness is Not an App on a Mobile Phone {Infographic}

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

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How are your POPS and PODS doing?

Tweet More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. They are POPS and PODS. POPS stands for “Points of Parity” and PODS is an acronym […]

FACE It: You Should Improve Your Customer Experience

Tweet The title of this blog, isn’t meant to imply you are in denial about the importance of customer experience elevation. Rather, I am using FACE as an acronymn for 4 guiding principles to consider as you craft customer-centric solutions. For me FACE stands for: Fast Accurate Caring Easy I can demonstrate 2 of the […]

FACE it: You Should Improve Your Customer Experience {Infographic}

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Through the Mirror of the Customer Experience {Infographic}

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Service Professionalism – Neither Scripts Nor These 5 Gems

Tweet Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system. My job was to “improve customer service by deploying employee scripts.” Given my naivete, I took to my task by researching the best available customer service programs. Ultimately, I purchased a boxed […]