The Death of Inbound Marketing (& What You Can Do About It)

Sales pro, Jill Konrath

OK, so Grant Cardone may love cold calling, but most of us hate it. (And, frankly, I find Cardone’s approach seriously off-putting). So, like many people, I was thrilled when “inbound marketing” became a thing. I had fantasies about never having …Continue Reading →

How Upping Their Customer Service Led to Growth in a Recession

Craig Nadeau, of Maxim Constructors

Can Customer Service Recession-Proof Your Business? There are an awful lot of empty offices in oil capital Calgary these days, but a company that does tenant improvements has managed to grow anyway, thanks in part to an increased focus on …Continue Reading →

Omnichannel Customer Experience: Can Banks & Others Get It Right?

Computer, phone, store or bank branch - people want a seamless customer experience

This week’s podcast highlights some of the take-aways from last week’s Digital Customer Experience Strategies Summit in Chicago, at which I had the honor of being on the first panel of the event. Banks, Telecomms, and B2B Companies Grapple With Omnichannel …Continue Reading →

Why Your Sales Reps Have To Get Better at Cold Calling

Don't be fake when cold calling. It just upsets prospects.

Cold Calling Isn’t Dead?! I wish cold calling were dead. I really do. I don’t like making cold calls and I don’t like being on the receiving end. But according to today’s guest, Mari Anne Vanella, the problem isn’t cold calls; …Continue Reading →

Do You Worry About Your Business Being Attacked on Social Media?

Jay Baer, author of Hug Your Haters, says not to worry about being attacked on social media. You can turn it around.

One of the biggest reasons company owners and CEOs want to avoid social media is because they’ve heard horror stories about companies that made little mistakes and then were attacked on social media.   Get your FREE Transcript Now!   …Continue Reading →

How To Present Market Research So It Will Be Acted On

Market research can help retailers know how to convert more traffic.

Counting how many people enter a store is nothing new in the retail world, but Headcount CEO, Mark Ryski, used to find it frustrating that so many clients weren’t acting on his company’s market research reports. The data he gave them …Continue Reading →

Add People Focus to Your Product Focus for Customer Satisfaction

Time to Shift From a Product Focus to a People Focus? (image courtesy of Steve R, Flickr)

These days even product manufacturers are realizing that they need more of a service orientation if they are to succeed; more of a people focus. Lexmark, a provider of printing and imaging products, software and services with a worldwide staff of …Continue Reading →

Is Customer Journey Mapping A Waste of Your Time?

Customer Journey Mapping: Where's The Customer In All Of This?

Interest in customer journey mapping has skyrocketed in recent years. Today’s podcast interview guest, Ian Williams of UK-based Jericho Consulting, worries that it may just be a fad. That companies are doing it just to say they have, rather than to …Continue Reading →

58 Customer Experience Quotes From 52 Weeks of Podcasts

58 Customer Experience Quotes from the Frank Reactions podcast

Another Inspiring Year of Customer Experience Interviews Check out some of the best quotes, and share them with your friends. Happy New Year! 58 Customer Experience Quotes From 52 Weeks of Podcasting Frank Reactions from Tema Frank Do you have …Continue Reading →