Is LinkedIn Dying?

In 2004 I set up my LinkedIn account. It seemed like an exciting new way to connect with colleagues and potential clients. I was thrilled when LinkedIn launched groups. An even better way to find people who made sense for me to connect with. But that joy has increasingly turned to disappointment. I don’t know…

LinkedIn – New advertising approach

We’ve heard for a long time about how companies are using things like our Facebook information to target “relevant” ads to us. Today I was on LinkedIn and spotted the most direct and clever application I’ve seen of that recently for promoting business services.  An ad appeared that looked like just another box on a Linked In…

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Your Customer Experience Management Program May Be Misled By Bad Metrics, says author Steve Walden

Is Your Company Measuring the Wrong Things in its Customer Experience Program?

Does Your Organization Have a Customer Experience Program? Thinking About It? In today’s interview, Steve Walden, author of the new book Customer Experience Management Rebooted, argues that too often our corporate obsession with metrics in customer experience programs leads us astray. We end up focusing too much on improving efficiency, so we can “prove” the…

Renee Racine-Kinnear, VP Customer Experience, Digital Channels, at Indigo aims to compete through better customer experience

How To Compete Against Amazon When You Can’t Win on Price or Speed (& More on eTail)

Is It Possible To Compete Against Amazon on Books? [NOTE: To see my full notes from the eTail conference, scroll down to after the notes on my interview with Renee.] At the recent eTail Canada conference I interviewed Renee Racine-Kinnear, VP of Customer Experience for Digital Channels, at Indigo.ca.   Some people find it amazing that chains like…

Not quite ready for Cirque du Soleil (image copyright Tema Frank)

How Cirque Du Soleil & Diamond Resorts Manage Customer Experience Challenges

As I listened to Lou D’Angeli, Cirque du Soleil‘s Director of Marketing, Public Relations and Sales, talk at the recent Customer Experience Strategies Summit, two memories came to mind. The first was when I was living in Toronto in the 1980s and this crazy sounding circus that was not really a circus but more of an…