8 Types of People Who Influence Your Business Success

A crowd of influencers

In episode 52 of Frank Reactions I talked about the 1st P in the 3P Profit Formula: Promise. The other two Ps are People and Process. Today we talk about People, and the 8 different categories of people who influence your …Continue Reading →

Change Management: From The Inside Out

Sandra Woitas, Mariana Konsolos & Tema Frank: Agents of Change

It’s become a cliché: The only constant is change. But it is also true. In today’s interview we discuss change management, starting with changing your own acceptance of change, and then how to be a leader at times of change. I …Continue Reading →

3P Profit Formula – #1: Promise, & How It Can Grow Your Profits

Chapter 5 of Tema Frank’s forthcoming book, PeopleShock: The 3P Profit Formula for the Digital Era. The 1st P is Promise.

As many of you know, I’m finishing writing my new book, PeopleShock: The 3P Profit Formula for the Digital Era. The 3Ps that lead to profit are Promise + People + Process. In today’s podcast episode, I take you through Chapter …Continue Reading →

If Robots Provide Empathy, Do We Still Need Humans?

Hitchbot

This is Part 2 of my conversation with Bent Dalager, Managing Director for Financial Services Nordic at Accenture in Copenhagen, about the role of robots in customer experience. Click here for Part 1. It seems that this robotic seal can do as …Continue Reading →

Welcome to the New World of Robots in Customer Service

Robots Are Making Customer Service Better (In Some Ways)

If you’ve suffered through those automated telephone systems (and who hasn’t?) it may be hard to believe that robots may soon wipe out most customer service jobs. But recent breakthroughs in robotics are bringing that reality closer every day. Get your …Continue Reading →

Want to Grow Your Business Quickly? Focus on Employees First!

Grow your business by keeping employees happy by, among other things, giving them all private offices

Happy Employees Produce Happy Customers According to Cuban immigrant and entrepreneur, Chris Izquierdo, if you want to grow your business quickly you need to focus on having happy employees. Get your FREE Transcript Now! When he launched DevFacto Technologies he based the …Continue Reading →

Road Map For Improving Customer Experience in Your Organization

Chief Customer Officer 2.0 by Jeanne Bliss ( book cover)

Back in 2001, when I first started selling usability and 360 degree customer experience (CX) testing to companies through Web Mystery Shoppers, I made a huge mistake. Get your FREE Transcript Now! The Logic of Customer Experience & Usability Testing …Continue Reading →

This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times!

Dave Carroll, of United Breaks Guitars fame, talks Customer Service in today's episode of the Frank Reactions Podcast

United Airlines Paid a Big Price For This Customer Service Screw-Up! If you haven’t heard Dave Carroll’s United Breaks Guitars song, start here: I’m one of a great many speakers who use this video to show how NOT to handle a customer …Continue Reading →