What I Learned About Customer Experience at the CXPA’s 2017 Insight Exchange

Zoo Crew Campaign: Using Plain English instead of legal jargon increased sales and lowered complaints.

Why I Go to the CXPA Insight Exchange Of all the customer experience conferences I go to the CXPA’s Insight Exchange is my favorite. Why? It is just the right size (about 350 people). Not so many that you feel …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 →

What To Do When You Get a Horrible Review

Have You Been Dissed on a Review Site? Let’s face it: you can’t please all of the people all of the time. If you are in the type of business where people leave ratings, at some point you’ll be hit …Continue Reading →

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 →

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 →

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 →

Staples’ Secret For Online Success? Extreme Customer Focus

Hard to imagine, given that Canada is still way behind when it comes to e-commerce, but Staples Canada was in the first wave of companies in the world to test the online waters. The secret to their success, says its CEO, …Continue Reading →

This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times!

Dave Carroll, of United Breaks Guitars fame, talks Customer Service in today's episode of the Frank Reactions Podcast

United Airlines Paid a Big Price For This Customer Service Screw-Up! If you haven’t heard Dave Carroll’s United Breaks Guitars song, start here: I’m one of a great many speakers who use this video to show how NOT to handle a customer …Continue Reading →