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 →

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 →

This Results Focused Strategy Can Make 2016 Your Company’s Best Year Ever

Focus on Results Not Hours For Greater Profits

How An Old-School Manufacturer Became a Results Only Workplace Dennis Malacek, CEO & President of electronic equipment manufacturer, Dynatronix, transformed his “old school manufacturing facility” to a results-only work environment (ROWE™), and the results have been impressive. For example: One product line’s manufacturing …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 →

10 Steps To Improving Staff Morale, Quality & Profits

Tema Frank & Marcie Kiziak check out the artistry on the shop floor, where staff morale has turned around

Human Resources Vice President, Marcie Kiziak, got a chance to test out her HR theories on how to improve staff morale and turn around a dysfunctional workplace. She was thrown into an industrial coatings company as an interim Operations VP …Continue Reading →

Have You Felt The Pain Of A Change Management Program From Hell?

Change Management is Hard!

Change Management Sucks At least, that’s what most employees seem to think. So do a lot of their leaders. Get your FREE Transcript Now! Hardly surprising, when 70% of change management efforts fail. And yet, change is happening in every industry …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 →

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 →