Does Customer Effort Score Trump Net Promoter Score?

Matt Dixon makes a compelling case in his book, The Effortless Experience, that the popular Net Promoter Score (NPS) is nowhere near as useful as it claims to be. When Bain & Co. introduced the NPS score they called the question “Would you refer us to a friend” the “ultimate question”; the only one you…

Forget Infographics; Check Out This Scary Supergraphic of the Marketing Technology Landscape!

The Marketing Technology Landscape is Out of Control! When Scott Brinker, marketing technology blogger, author, conference organizer and now VP of Platform Ecosystem at HubSpot, started putting together a graphic showing the ecosystem of marketing technology back in 2011, there were about 150 companies on the list. That seemed like a lot. Ha! Now, a…

B2B Customer Service Metrics & More

Which is more important for B2B Sales: Customer Service or Price? When I first started selling business-to-business (B2B) services, I really believed all the people who turned me down by saying, “It’s too expensive.” I sweated over whether I was charging too much. When I tried to sell directly online to other businesses, I worried…

20 Great Marketing Quotes

This past year of podcasting the Frank Online Marketing Show (in the process of being renamed to Frank Reactions) covered a lot of topics. Here are some of the best quotes about marketing. Also check out 30 Great Customer Experience Quotes of 2014. From How Even Small Companies Can Compete (Jay Baer, @JayBaer)    From Call…

Media

Tema Frank has appeared on, been quoted in and written for media such as: CBC News, CTV ‘Canada AM’, Radio Canada, and more… Photos/Video/Audio Tema Frank photo – High Resolution (suitable for print) or Compressed (for web/email) PeopleShock book front cover – High Resolution (suitable for print) or Compressed (for web/email) Frank Reactions logo (small – for web/email; large – for print) Frank Reactions Podcast logo (small – for web/email; large –…

Details

Some Surprising Pinterest Success Stories

A little while ago I wrote about the value of Pinterest for e-marketers. Who’d have thought that a company as un-visual as GE could put together great Pinterest boards. A recent article, by Becky Celestine, highlights several companies that are using Pinterest effectively in the B2C market ( http://www.onlinemba.com/blog/10-surprising-brands-killing-it-on-pinterest/ ). The keys seem to be: Find a…