Is It Possible To Put the Service Back in Public Service? This Woman Thinks So

True confession: My first career was as a lobbyist. For the banking industry, no less! One thing I discovered is that most civil servants, especially those at mid-to-entry levels, really want to do what is best for the public. (As …Continue Reading →

What I Learned at New Media Expo (NMX) That Can Help Grow Your Business & Improve Your Customer Satisfaction

Pat Flynn & Tema Frank Discuss Customer Service in Today's Frank Reactions episode.

I just came back from my 2nd NMX in Las Vegas. I’ve been working in the Internet world since its baby days in the ‘90s, but even so I learned new things, and was reminded of others. Here are some …Continue Reading →

How Cirque Du Soleil & Diamond Resorts Manage Customer Experience Challenges

Not quite ready for Cirque du Soleil (image copyright Tema Frank)

As I listened to Lou D’Angeli, Cirque du Soleil‘s Director of Marketing, Public Relations and Sales, talk at the recent Customer Experience Strategies Summit, two memories came to mind. The first was when I was living in Toronto in the 1980s …Continue Reading →

Winning Advice To Win Back Customers

Johnny Russo, Director, Ecommerce & Digital Marketing, Bentley Leathers

Imagine walking into a new job, leading the e-commerce operation of a retailer that hasn’t been doing a great job with its online customers, right before Christmas. Yikes! That’s the situation Johnny Russo found himself in last Christmas. Johnny stayed calm …Continue Reading →

If A Lawyer & Bank CEO Can Use Social Media, So Can You!

Peter Aceto, CEO of Tangerine Bank

My first long-term job was working with all the top bank lawyers in this country. I had been debating whether to do a law degree or an MBA. With apologies to my brother (who is a lawyer), this experience sent …Continue Reading →

How To Convince Your Boss To Invest In Customer Satisfaction

Study after study shows that companies with satisfied customers outperform the rest of the market. Yet for some reason, investing in improving customer satisfaction is still a tough sell. In today’s interview, I talk with Kerry Bodine, co-author of Outside In: The …Continue Reading →