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 →

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 →

How To Present Market Research So It Will Be Acted On

Market research can help retailers know how to convert more traffic.

Counting how many people enter a store is nothing new in the retail world, but Headcount CEO, Mark Ryski, used to find it frustrating that so many clients weren’t acting on his company’s market research reports. The data he gave them …Continue Reading →

Should You Make The Scary Switch To ESOP (Employee Share Ownership)?

Employee Ownership Expert, Dan Ohler, says an ESOP Gets Employees More Engaged & Thinking Bigger Picture

I’ve written before* about the importance of having motivated employees if you want to deliver consistently excellent customer experiences. An ESOP – Employee Share Ownership Plan (or Employee Stock Ownership Plan) – is one way to add motivation. Get your …Continue Reading →

Add People Focus to Your Product Focus for Customer Satisfaction

Time to Shift From a Product Focus to a People Focus? (image courtesy of Steve R, Flickr)

These days even product manufacturers are realizing that they need more of a service orientation if they are to succeed; more of a people focus. Lexmark, a provider of printing and imaging products, software and services with a worldwide staff of …Continue Reading →

Is Customer Journey Mapping A Waste of Your Time?

Customer Journey Mapping: Where's The Customer In All Of This?

Interest in customer journey mapping has skyrocketed in recent years. Today’s podcast interview guest, Ian Williams of UK-based Jericho Consulting, worries that it may just be a fad. That companies are doing it just to say they have, rather than to …Continue Reading →

Is Your Association Really Listening To Its Members? (Member Engagement in 2016)

Are Associations Providing The Member Experiences Their Members Want?

Member Engagement vs Customer Engagement Association staff sometimes look at people who work in companies and think, “They’ve got it easy. They’ve got money to study customer needs and really serve their customers well.” People who work in companies sometimes …Continue Reading →

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 →