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Joseph's Blog

Tag Archives: Loyalty

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

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Predictability in an Unpredictable World: Consistency and the Power of Brand

Tweet Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M. C. Escher once noted “we adore chaos because we love to produce order.” So think about the […]

Which Should Come First? {Infographic}

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How to Create a Successful Customer Loyalty Program

Tweet Having worked with Starbucks since 2004, as I began my journey to my first of two books about them (The Starbucks Experience and later Leading the Starbucks Way), friends and colleagues are quick to contact me whenever Starbucks makes the news.  That goes for both good and bad news! Recently Starbucks announced a change […]

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 […]

Is your brand a myth, story, or legend?

Tweet I admit I wasn’t paying adequate attention when my elementary school teacher covered this but as someone who works with and writes about “legendary” brands I now have a compelling interest….and so should you. How would you categorize your company? …. a myth, story or a legend.  Here are some quick definitions to aid […]