Customer’s AREN’T Always Right, Dammit! So What Can A Seller Do?

Angry Customer? Or Angry Seller? Customer's aren't always right. So how do you deal with that in our social media era?

This is a replay of one of our most popular episodes, first aired in April of 2016. If you missed it, have a listen; lots of good stuff in here! If you’ve ever worked in customer service, there’s a good …Continue Reading →

6 D’s of Customer Service: Interview with Shep Hyken

Shep Hyken talks about being wowed by a chocolate bar upon check-in; customer service experience

I’m travelling in Europe at the moment, so I hope you’ll enjoy this replay episode of my interview with Shep Hyken. We’ll have fresh episodes of the Frank Reactions podcast starting in July. Customer service & customer experience expert, Shep …Continue Reading →

From Vision To Customers: How To Create A Service Culture

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Tips For Creating a Service Culture in Your Organization Jeff Toister’s new book, The Service Culture Handbook, gives practical, step-by-step guidance for how to create a culture of strong, caring customer service in your organization. It is a great companion …Continue Reading →

Can Retailers Survive in the Age of Amazon?

Vinod Bidarkoppa, Retail Innovator

Retail Survival = Seamless Experiences One of my favorite omnichannel retail stories is from Tesco in Korea. So when I spoke about changes in the retail world at the Seamless Africa conference a few weeks ago, I put up this …Continue Reading →

How To Use Data To Fight Crime & Serve Citizens Better

Data + machine learning (AI) + human intelligence can prevent crime instead of waiting for it to happen.

How About Crime Preventers Instead of Crime Stoppers? Kris Andreychuk, Supervisor of Community Safety in the City of Edmonton’s Neighbourhood Empowerment Team, was frustrated. Get your FREE Transcript Now! His teams of social workers, police officers and youth workers were great …Continue Reading →

Why You’d Better Care About Social Customer Care

Companies that try to ignore what customers are saying online are a dying breed.

Social Customer Care is Scary, But Inevitable I won’t lie to you: there’s a lot that can go wrong when you are interacting with customers online. But more and more customers are turning to social media when they’ve got a problem …Continue Reading →

How Investment Management Firm, Allan Gray, Became (& Stays) So Successful

Nomi Bodlani, CX Team Lead at Allan Gray

Investment Management Firm’s Success Starts With Values I just got back from an amazing two weeks in South Africa, where I spoke at the Seamless Africa Conference, interviewed people like today’s podcast guest, Nomi Bodlani from investment management firm, Allan …Continue Reading →

What Customers Say & What They Do Can Be Very Different

What motivates meat buyers? Market research showed surprising results!

AKA, The Meat Lovers Marketing Research Episode When Barry Davis, AVP of marketing research firm, Leger, started chewing on what consumers had told his firm motivated their decisions when buying meat, he found the results tough to swallow. Get your …Continue Reading →

Why Winning Companies Create Simple But Unique Value

Customer Experience Guru, Chip Bell, talks about adding unique value instead of added value.

  In today’s podcast interview, multiple best-selling author, Chip Bell, discusses his new book, Kaleidoscope: Delivering Innovative Service That Sparkles, and the importance of going beyond good customer service to — not great service, but unique value service. In other words, you don’t …Continue Reading →

How to Recession-Proof Your Business

People pay extra for entertainment

During the last recession, Brian Gracon, author of Meconomics 101: 16 Ways to Improve Your Marketing, Selling and Business Management for Today’s Consumers, wondered why it was that some businesses were still busy, even when unemployment was high. What was …Continue Reading →