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 →

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 →

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 →

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 →

Change Management: From The Inside Out

Sandra Woitas, Mariana Konsolos & Tema Frank: Agents of Change

It’s become a cliché: The only constant is change. But it is also true. In today’s interview we discuss change management, starting with changing your own acceptance of change, and then how to be a leader at times of change. I …Continue Reading →

3P Profit Formula – #1: Promise, & How It Can Grow Your Profits

Chapter 5 of Tema Frank’s forthcoming book, PeopleShock: The 3P Profit Formula for the Digital Era. The 1st P is Promise.

As many of you know, I’m finishing writing my new book, PeopleShock: The 3P Profit Formula for the Digital Era. The 3Ps that lead to profit are Promise + People + Process. In today’s podcast episode, I take you through Chapter …Continue Reading →

If Robots Provide Empathy, Do We Still Need Humans?

Hitchbot

This is Part 2 of my conversation with Bent Dalager, Managing Director for Financial Services Nordic at Accenture in Copenhagen, about the role of robots in customer experience. Click here for Part 1. It seems that this robotic seal can do as …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 →