Does Your Lawyer Make You Happy?

Has hiring lawyers changed in the era of customer power?

You Don’t Call A Lawyer When You Are Happy It was 1988 and finding an apartment to rent in Toronto was tough. The vacancy rate was 0.1%. Rents were sky high, and landlords knew they could get away with a …Continue Reading →

Is Your Company Measuring the Wrong Things in its Customer Experience Program?

Your Customer Experience Management Program May Be Misled By Bad Metrics, says author Steve Walden

Does Your Organization Have a Customer Experience Program? Thinking About It? In today’s interview, Steve Walden, author of the new book Customer Experience Management Rebooted, argues that too often our corporate obsession with metrics in customer experience programs leads us …Continue Reading →

Get Your Call Center Out of the Basement!

Your call center shouldn't be "that place in the basement" says Blake Morgan in today's Frank Reactions podcast

Stop Thinking of Your Call Center as a Cost Center Today’s podcast guest, Blake Morgan, started as a conference organizer in the call center world, so it’s hardly surprising that her views on customer experience dig into the call center. …Continue Reading →

Are Car Dealers Next To Be Disrupted by Amazon?

We love to go bike riding, but sometimes you need a car big enough to get your bikes to the start of the ride.

The last time I bought a car we had a very specific requirement. The vehicle had to be big enough that we could fit two bicycles inside. We’d destroyed too many bikes by forgetting they were on the rooftop carrier, …Continue Reading →

Get a Pedicure While Your Car is Being Serviced? How One Lexus Dealership Grows Through Over-The Top Customer Service

Bruce Kirkland, of Lexus of Edmonton West, demos the massage chair guests can enjoy while their car is being serviced.

Fresh Thinking at This Lexus Dealership Leads to Growth & Incredible Customer Loyalty Bruce Kirkland had no background in the auto industry when he was talked into setting up a Lexus dealership. Thirteen years later, Lexus of Edmonton West is …Continue Reading →

If You Run a Retail Store, You’d Better Listen to This. Life As You’ve Known It Is Over.

Why Should Anyone Come to Your Retail Store? (This is Part 2 of my interview with Retail Prophet, Doug Stephens. Listen to Part 1 here.) It’s tempting to believe that because e-commerce still only represents a small fraction of retail …Continue Reading →

The Advertising Industry is Doomed, says Retail Expert Doug Stephens

The advertising industry is going under, says retail guru Doug Stephens

The Advertising Industry Won’t Be Useful Anymore In his provocative new book, Reengineering Retail, expert Doug Stephens argues that the whole point of advertising was to drive people to stores and then help them remember specific brands once they got …Continue Reading →

THIS is More Important Than Your Customers!

Jeff Polovick, founder of the Driving Force, believes that a focus on employees is key to great customer experience & profitability.

How Can Anything Be More Important Than Customers? Hey, I’m all about customer focus and delivering consistently great customer experience. The whole point of the blog and podcast is to help you do that. But according to today’s Frank Reactions …Continue Reading →

How to Get Your Team Ready to Rev Up Customer Experience

What a great view to end a day of cycling in the mountains of Corsica!

Two Takes on Staff & Customer Experience Improvement There’s nothing like a real holiday, disconnected from the Internet, to get you revved up and refreshed. I’ll tell you more about mine at the end, but first let me tell you …Continue Reading →

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 →