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 →

Can Improving Customer Experience Be This Easy?

Bernard Rosauer, author of "Three Bell Curves"

Bernard Rosauer spent about 20 years working in commercial insurance, so he’s watched a lot of companies fail. He’s concluded that the biggest cause of failure is delivering a poor customer experience. And that is often the result of a …Continue Reading →

Win Raving Fans Even If You’re Losing Games: How the Arizona Diamondbacks Create Great Customer Experiences

I wrote this on my way back from the CXPA’s Insight Exchange in San Diego. Rarely have I found myself typing so many notes during an inspirational keynote speech. But Derrick Hall, CEO of the Arizona Diamondbacks baseball team was …Continue Reading →

Create Magic Moments for Your Customers: Shep Hyken Talks Customer Service

Customer service expert, Shep Hyken

Customer service & customer experience expert, Shep Hyken, tells a story in today’s interview of walking into a hotel. Instead of having a square of chocolate waiting for him on his pillow, this hotel gave him a full chocolate bar …Continue Reading →

Is Your Company Too Slow To Compete In The Digital Era? Here’s Advice To Speed It Up

Is Your Company Moving Too Slowly?

When Jason Jennings, author of the new book, The High Speed Company: Creating Urgency & Growth in a Nanosecond Culture, interviews CEOs they tell him they worry that their companies are moving too slowly. They know the business world is changing so …Continue Reading →

How Cirque Du Soleil & Diamond Resorts Manage Customer Experience Challenges

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

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 …Continue Reading →

Customer Experience Investments Up; Customer Satisfaction Down

Bruce Temkin, Customer Experience Professionals Association Chair

For the first time in 5 years, the Temkin Group’s customer experience ratings show that in most industries, customer ratings of the service they get have dropped. This is despite the fact that companies say they are spending more than ever on …Continue Reading →

How To Win Internal Support for Customer Experience Improvements

How Do You Get People To Help You When You Have No Clout? I was a Parliamentary Intern in the last year of the Pierre Trudeau regime in Canada. Working with politicians you learn a lot about how to influence …Continue Reading →

15) An Insider’s View of Change Management & Quality Improvement

Brian Penzone, Manufacturing Supervisor at Lake Shore Cryotronics, transformed his job from firefighting to continuous improvement

No time for the full episode? Here’s the highlights version: Get your FREE Transcript Now! Like many people who get promoted into management, Brian Penzone didn’t have any experience leading a team of front-line workers on the manufacturing floor. But …Continue Reading →