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 →

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 →

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 →

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 →

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 →

Don’t Make This Customer Experience Metrics Mistake!

Lynn Hunsaker, ClearAction customer experience

Are you sick of having customer service employees beg you to give them a perfect 10 in the follow-up surveys? I kind of feel sorry for them: they tell you that if they don’t get a 10 they’ll be penalized. …Continue Reading →