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Joseph's Blog

Tag Archives: Strategic Planning

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

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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} Choosing Where to Invest in Customer Experience Innovation

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Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs

Tweet When asked if customers would like to have more exciting products, faster delivery, lower prices, OR friendlier service, the answer is always YES. The challenge of customer experience excellence isn’t whether to improve products, people, process, or technology. The challenge is to identify which product, process or technology improvement will produce the greatest benefits […]

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

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{Guest Post} Emotional Analysis Of Customer Feedback: The Missing Link

Tweet According to Bruce Temkin’s 2016 study, after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the key question that companies should be asking themselves: […]

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 […]

Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Tweet I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 […]

{Infographic} All Business is Personal – Consistency with a Twist

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{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

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