Is LinkedIn Dying?

In 2004 I set up my LinkedIn account. It seemed like an exciting new way to connect with colleagues and potential clients. I was thrilled when LinkedIn launched groups. An even better way to find people who made sense for me to connect with. But that joy has increasingly turned to disappointment. I don’t know…

LinkedIn – New advertising approach

We’ve heard for a long time about how companies are using things like our Facebook information to target “relevant” ads to us. Today I was on LinkedIn and spotted the most direct and clever application I’ve seen of that recently for promoting business services.  An ad appeared that looked like just another box on a Linked In…

Jim Sterne - Frank Reactions Podcast on Customer Experience Interview

Artificial Intelligence (AI): Hype or Help for Marketers?

At the last few marketing and customer experience conferences I attended I wandered through the trade show displays and noticed that almost every company claimed to be using artificial intelligence (AI). Yet when I asked them to explain how they were using it, most were unable to answer. They’d talk some gobbledygook, and/or what they’d…

Do You Have a Leaky Sales Funnel? Customer Experience Can Stop the Churn

When Steve Whittington, VP Marketing and Customer Experience at Flaman Group of Companies, saw that the agricultural and fitness equipment company had many leads but sales figues that weren’t keeping up, he knew he had to dig deeper. What he discovered was that sales prospects and customers weren’t having a great experience. “We were pouring…

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Is Your Company Measuring the Wrong Things in its Customer Experience Program?

Does Your Organization Have a Customer Experience Program? Thinking About It? In today’s interview, Steve Walden, author of the new book Customer Experience Management Rebooted, argues that too often our corporate obsession with metrics in customer experience programs leads us astray. We end up focusing too much on improving efficiency, so we can “prove” the…