58 Customer Experience Quotes From 52 Weeks of Podcasts

58 Customer Experience Quotes from the Frank Reactions podcast

Another Inspiring Year of Customer Experience Interviews Check out some of the best quotes, and share them with your friends. Happy New Year! 58 Customer Experience Quotes From 52 Weeks of Podcasting Frank Reactions from Tema Frank Do you have …Continue Reading →

8 Types of People Who Influence Your Business Success

A crowd of influencers

In episode 52 of Frank Reactions I talked about the 1st P in the 3P Profit Formula: Promise. The other two Ps are People and Process. Today we talk about People, and the 8 different categories of people who influence your …Continue Reading →

Can Mindfulness At Work Improve Your Customer Service?

Try A Little More Mindfulness at Work To Make Employees & Customers Happier

Grinch Alert: I’m a skeptic when I hear words like “mindfulness” and “holistic”, especially in the context of business. But today’s podcast guest, Dorota Ulkowska of the Potential Project, has a point when she talks about the benefits of mindfulness at …Continue Reading →

What Customers Really Think About Your Personalization Efforts!

Personalization: Despite what mom said, sometimes it is OK to ask personal questions.

Personalization: More Than a Trendy Word? When I was a little girl, my Mom told me, “We don’t ask personal questions.” I’d already embarrassed her enough by asking in my little high pitched toddler voice whether her hairdresser was a man …Continue Reading →

3P Profit Formula – #1: Promise, & How It Can Grow Your Profits

Chapter 5 of Tema Frank’s forthcoming book, PeopleShock: The 3P Profit Formula for the Digital Era. The 1st P is Promise.

As many of you know, I’m finishing writing my new book, PeopleShock: The 3P Profit Formula for the Digital Era. The 3Ps that lead to profit are Promise + People + Process. In today’s podcast episode, I take you through Chapter …Continue Reading →

If Robots Provide Empathy, Do We Still Need Humans?

Hitchbot

This is Part 2 of my conversation with Bent Dalager, Managing Director for Financial Services Nordic at Accenture in Copenhagen, about the role of robots in customer experience. Click here for Part 1. It seems that this robotic seal can do as …Continue Reading →

Welcome to the New World of Robots in Customer Service

Robots Are Making Customer Service Better (In Some Ways)

If you’ve suffered through those automated telephone systems (and who hasn’t?) it may be hard to believe that robots may soon wipe out most customer service jobs. But recent breakthroughs in robotics are bringing that reality closer every day. Get your …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 →

A Cure for the Overloaded Workforce: Capacity Planning

Jerry Manas discusses Human Resources Capacity Planning

You wouldn’t expect a book called the Resource Management And Capacity Planning Handbook to be high on the reading list of someone interested in customer experience improvement. You’d be wrong though. Because if your employees are chronically overloaded, they won’t …Continue Reading →

Does Your Company Feel Out of Control?

You May Be A Victim of The Growth Paradox: When Business Success Creates Failure Congratulations! That little company you’ve slaved over is hitting the big-time. You are grabbing new customers like crazy. Everything looks great. But… There could be a …Continue Reading →