Time to Stop Worrying About Your Net Promoter Score (NPS)?

Bill Lee, Founder, Center for Customer Engagement; President, Summit on Customer Engagement (taking place in Feb); author, The Hidden Wealth of Customers

Prefer reading to audio? Click below to get the transcript of this interview. Get your FREE Transcript Now! In today’s interview, Bill Lee, Founder of the Center for Customer Engagement; President, Summit on Customer Engagement and author, The Hidden Wealth of Customers, said a …Continue Reading →

The Secret to Strong Competitive Advantage: Tilt Towards Customer Experience

Time To Tilt Toward Customers We keep hearing about how companies have to be more customer-centric in the digital era. There’s no question that when customers can spread unhappiness with your company around the globe in minutes, you’ve got to …Continue Reading →

Frustrated By Your Workplace? Consider This.

In one of my first jobs, back in the days when even junior management staff didn’t do their own typing, I was offered access to a secretary who “everyone” said was lazy and stupid. I suppose that’s why I was …Continue Reading →

Want Your Staff To Care About Customer Service? Care About Your Staff

All Weather Windows believes happy staff are key to business success

Staff Satisfaction is Key To Customer Satisfaction You might think that Human Resources is getting kind of far from this blog’s original focus on online marketing strategy. But to succeed online, one of the essential ingredients is what your staff are …Continue Reading →

How To Convince Your Boss To Invest In Customer Satisfaction

Study after study shows that companies with satisfied customers outperform the rest of the market. Yet for some reason, investing in improving customer satisfaction is still a tough sell. In today’s interview, I talk with Kerry Bodine, co-author of Outside In: The …Continue Reading →

Think You Have Problem Employees? The Problem May Be Processes.

I don’t think anybody really wants to be a bad employee (at least not until they’ve just been fired and want to wreak as much destruction as possible on their way out the building!). But often our systems get people …Continue Reading →

Give The Gift of Caring To Your Staff …

… And They’ll Give The Gift of Service To Your Customers “Nobody dreams of being a janitor,” says Mary Miller, the CEO of the highly successful janitoral services company, Jancoa. And yet, she says, “More people have worked in the janitorial …Continue Reading →

How To Deliver Great Customer Experiences, Every Time

Frank Reactions podcast on customer experience - logo 100x100 px

This week we are launching the new Frank Reactions podcast. Our goal is to help YOU deliver consistently excellent (and often outstanding) customer service and customer experiences. We’ll be interviewing experts and the hands-on folks diligently working to improve their …Continue Reading →