This guy bought a restaurant with a bad reputation. Then what happened?

Kevin Sembaliuk bought a Wild Wing franchise that was nearly dead. He turned it around by focusing on customer experience.

Can You Really Do a Restaurant Turnaround When Things are This Bad? It took a lot of guts to buy the failing Wild Wing restaurant franchise in Sherwood Park, Alberta, but Kevin Sembaliuk was convinced he could manage a restaurant turnaround based …Continue Reading →

How To Convince 35 Brand Managers To Focus on Customers, Not Brands

Martin Aubut, Digital Director, L'Oreal Canada

It’s Time For Multi-Brand Companies to Focus on Customers Instead of Brands Martin Aubut is the Digital Director at L’Oreal Canada, which owns some 35 brands. When he took the job, he realized that to succeed today, it no longer …Continue Reading →

What Happens to the Call Center when People Stop Calling?

Call center technology is changing. Can You Cope?

Who doesn’t have a nightmare call center story to tell? And if you think it’s bad from the customer perspective, try working in one! (I know they are not all that bad, but…) Fortunately, the times they are a changin’. …Continue Reading →

Can a Bank Make You Fall in Love? This One’s Trying!

This Bank Want's To Connect at an Emotional Level With Customers (photo by Franck Mahon, Flickr)

OK, so to most of us the words “love” and “bank” don’t seem to go together, but when ATB Financial decided to research the emotions people had about their financial institutions, it asked them to write either a love letter …Continue Reading →

How Mobile is Shaking Up Market Research

Mobile lets users tell you what they are experiencing in the moment & in their natural environment

People who work in retail often believe they can spot the mystery shoppers who come in to their stores. Mobile phones are making it easier for them, since a growing number of mystery shopping, or secret shopping, companies are asking their …Continue Reading →

A Powerful Model For Better Patient Experience & Healthcare

Happier staff = Happier Patients (photo by Walt Stoneburner, Flickr)

Patient Experience is Often Frustrating for Doctors, Staff & Patients The American, Canadian and European health care systems all have their advantages and drawbacks. I’m not about to wade into an Obamacare debate, but here’s a model being tried in …Continue Reading →

eTail Canada Conference 2016

eTail Canada 2016 - 25% discount for Frank Reactions fans

I’ll be speaking at the eTail Canada conference in Toronto, May 16 – 19, 2016.  It will be my first big talk after launching the new book, PeopleShock: The Path to Profits When Customers Rule. Readers of the Frank Reactions blog who are retailers or brand-focused, will get a …Continue Reading →

Upcoming Courses & Conferences About Customer Experience & Metrics

Tema Frank Speaks about Customer Experience in the Digital Era

For some reason, the spring is a super busy time in the customer experience conferences world. Here are a few events I’ll be at, either speaking, teaching or interviewing others for future Frank Reactions podcast episodes. Customer Experience Strategies Summit This one’s happening …Continue Reading →

From $20 to $500 Million: A Turnaround Success Strategy

Sue Miller used a customer service focused strategy to turnaround a struggling company

When Sue Miller walked into her new job as President of computer products vendor, Softsel, she knew it had problems. While it’s US parent company was successful, the subsidiary she would be leading had not yet turned a profit in …Continue Reading →