Do You Worry About Your Business Being Attacked on Social Media?

Jay Baer, author of Hug Your Haters, says not to worry about being attacked on social media. You can turn it around.

One of the biggest reasons company owners and CEOs want to avoid social media is because they’ve heard horror stories about companies that made little mistakes and then were attacked on social media.   Get your FREE Transcript Now!   …Continue Reading →

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 →

How to Change Culture in High-Risk Organizations

Change Culture To Change Outcomes

More people die each year in the US from preventable medical errors than in car accidents. Think of it as 2 or 3 jumbo jets crashing every day. Many of these deaths result from dysfunctional cultures. Today’s guest, Bea Bohm-Meyer, of the Bohm-Meyer …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 →

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 →