Customer’s AREN’T Always Right, Dammit! So What Can A Seller Do?

Angry Customer? Or Angry Seller? Customer's aren't always right. So how do you deal with that in our social media era?

This is a replay of one of our most popular episodes, first aired in April of 2016. If you missed it, have a listen; lots of good stuff in here! If you’ve ever worked in customer service, there’s a good …Continue Reading →

6 D’s of Customer Service: Interview with Shep Hyken

Shep Hyken talks about being wowed by a chocolate bar upon check-in; customer service experience

I’m travelling in Europe at the moment, so I hope you’ll enjoy this replay episode of my interview with Shep Hyken. We’ll have fresh episodes of the Frank Reactions podcast starting in July. Customer service & customer experience expert, Shep …Continue Reading →

From Vision To Customers: How To Create A Service Culture

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Tips For Creating a Service Culture in Your Organization Jeff Toister’s new book, The Service Culture Handbook, gives practical, step-by-step guidance for how to create a culture of strong, caring customer service in your organization. It is a great companion …Continue Reading →

What I Learned About Customer Experience at the CXPA’s 2017 Insight Exchange

Zoo Crew Campaign: Using Plain English instead of legal jargon increased sales and lowered complaints.

Why I Go to the CXPA Insight Exchange Of all the customer experience conferences I go to the CXPA’s Insight Exchange is my favorite. Why? It is just the right size (about 350 people). Not so many that you feel …Continue Reading →

Can Retailers Survive in the Age of Amazon?

Vinod Bidarkoppa, Retail Innovator

Retail Survival = Seamless Experiences One of my favorite omnichannel retail stories is from Tesco in Korea. So when I spoke about changes in the retail world at the Seamless Africa conference a few weeks ago, I put up this …Continue Reading →

Why You’d Better Care About Social Customer Care

Companies that try to ignore what customers are saying online are a dying breed.

Social Customer Care is Scary, But Inevitable I won’t lie to you: there’s a lot that can go wrong when you are interacting with customers online. But more and more customers are turning to social media when they’ve got a problem …Continue Reading →

How Investment Management Firm, Allan Gray, Became (& Stays) So Successful

Nomi Bodlani, CX Team Lead at Allan Gray

Investment Management Firm’s Success Starts With Values I just got back from an amazing two weeks in South Africa, where I spoke at the Seamless Africa Conference, interviewed people like today’s podcast guest, Nomi Bodlani from investment management firm, Allan …Continue Reading →