A Sure-Fire Way To Scare Off Customers!

Don't scare off potential customers. Make it easy for them to wander in

Have you ever stood outside a restaurant looking at its menu, trying to decide whether to choose it or one of the half-dozen other restaurants on the same street? How would you react if the maitre d’ suddenly came out …Continue Reading →

Why The Net Promoter Score Is Overrated (& What You Should Measure Instead)

Net Promoter Score is Overrated

When you need to buy some new clothes, do you go to more than one store or website to find them? How do you decide which stores to go to? Today’s guest, Tim Keiningham, author of The Wallet Allocation Rule: Winning the Battle …Continue Reading →

Road Map For Improving Customer Experience in Your Organization

Chief Customer Officer 2.0 by Jeanne Bliss ( book cover)

Back in 2001, when I first started selling usability and 360 degree customer experience (CX) testing to companies through Web Mystery Shoppers, I made a huge mistake. Get your FREE Transcript Now! The Logic of Customer Experience & Usability Testing …Continue Reading →

Can Improving Customer Experience Be This Easy?

Bernard Rosauer, author of "Three Bell Curves"

Bernard Rosauer spent about 20 years working in commercial insurance, so he’s watched a lot of companies fail. He’s concluded that the biggest cause of failure is delivering a poor customer experience. And that is often the result of a …Continue Reading →

Pat Flynn on Going Back To The Future With Great Customer Service

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

As you know, the Frank Reactions podcast is focused on customer service and customer experience in the digital era. But when I first asked Internet marketing super-star, Pat Flynn, to be a guest back when I was doing the Frank Online …Continue Reading →

How To Compete Against Amazon When You Can’t Win on Price or Speed (& More on eTail)

Renee Racine-Kinnear, VP Customer Experience, Digital Channels, at Indigo aims to compete through better customer experience

Is It Possible To Compete Against Amazon on Books? [NOTE: To see my full notes from the eTail conference, scroll down to after the notes on my interview with Renee.] At the recent eTail Canada conference I interviewed Renee Racine-Kinnear, VP …Continue Reading →

Win Raving Fans Even If You’re Losing Games: How the Arizona Diamondbacks Create Great Customer Experiences

I wrote this on my way back from the CXPA’s Insight Exchange in San Diego. Rarely have I found myself typing so many notes during an inspirational keynote speech. But Derrick Hall, CEO of the Arizona Diamondbacks baseball team was …Continue Reading →

Create Magic Moments for Your Customers: Shep Hyken Talks Customer Service

Customer service expert, Shep Hyken

Customer service & customer experience expert, Shep Hyken, tells a story in today’s interview of walking into a hotel. Instead of having a square of chocolate waiting for him on his pillow, this hotel gave him a full chocolate bar …Continue Reading →

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 →