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 →

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 →

Can Mindfulness At Work Improve Your Customer Service?

Try A Little More Mindfulness at Work To Make Employees & Customers Happier

Grinch Alert: I’m a skeptic when I hear words like “mindfulness” and “holistic”, especially in the context of business. But today’s podcast guest, Dorota Ulkowska of the Potential Project, has a point when she talks about the benefits of mindfulness at …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 →

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 →

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 →

10 Steps To Improving Staff Morale, Quality & Profits

Tema Frank & Marcie Kiziak check out the artistry on the shop floor, where staff morale has turned around

Human Resources Vice President, Marcie Kiziak, got a chance to test out her HR theories on how to improve staff morale and turn around a dysfunctional workplace. She was thrown into an industrial coatings company as an interim Operations VP …Continue Reading →