Category Archives: Blog

During the last recession, Brian Gracon, author of Meconomics 101: 16 Ways to Improve Your Marketing, Selling and Business Management for Today’s Consumers, wondered why it was that some businesses were still busy, even when unemployment was high. What was their secret to being recession-proof? Get your FREE Transcript Now! It’s All About Me The…

Podcast (fr): Download (Duration: 32:17 — 14.8MB)

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OK, so Grant Cardone may love cold calling, but most of us hate it. (And, frankly, I find Cardone’s approach seriously off-putting). So, like many people, I was thrilled when “inbound marketing” became a thing. I had fantasies about never having to cold call again.  Get your FREE Transcript Now! But as the amount of content…

Podcast (fr): Download (Duration: 28:25 — 13.0MB)

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What Impact Will Kaiser Permanente’s Acquisition of GHC Have On Customer Experience? Seattle-based Group Health Cooperative (GHC) has been in business for over 75 years; longer that Kaiser Permanente, which recently acquired it. In today’s podcast interview with GHC’s Customer Experience Designer, Brian Clark, we talk about how the acquisition could be a positive thing for customers,…

Podcast (fr): Download (Duration: 30:37 — 14.0MB)

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Who hasn’t stood in a lineup trying to access a government service? It’s so easy to bash government service departments, especially when you’ve spent an hour in a lineup only to be told you are missing something and have to start all over. Or you are filling in an online form and it glitches and you have…

Podcast (fr): Download (Duration: 35:55 — 49.3MB)

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Part of my January ritual is looking back over the past year of Frank Reactions Podcasts on Customer Experience and picking out some of the best quotes from my guests. Here goes. From How Can You Help Your Customers & Prospects? (Jay Baer)                   From Clever! Here Are…

The Hockey Stick Curve Growth Fallacy Maybe it is because I live in oil country, but I’ve been talking to a lot of business owners who are sadly admitting that they are having to lay off staff. For the first year of low oil prices everyone held out hope that prices would rebound, but now…

Don’t Make These Stupid Customer Service Mistakes If you want to lose business, check out today’s podcast (and/or read the blog post). Yes folks, this really happened. Please don’t make these mistakes! On July 31 I bought a product that was supposed to automate the process of finding email addresses for people who have reviewed…

Podcast (fr): Download (Duration: 14:14 — 6.5MB)

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Can Customer Service Recession-Proof Your Business? There are an awful lot of empty offices in oil capital Calgary these days, but a company that does tenant improvements has managed to grow anyway, thanks in part to an increased focus on customer service. Of course, it helps that offices also need to be fixed up after…

Podcast (fr): Download (Duration: 21:26 — 9.8MB)

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Web Accessibility Is Not Just for Disabled People! According to today’s podcast guest, Joanne Pires, of eSSENTIAL Accessibility, 1 in 5 Americans self-identify as having a disability. Get your FREE Transcript Now! And that doesn’t even include the masses of people in their 40s and beyond who are struggling with “middle aged vision”, arthritis, and…

Podcast (fr): Download (Duration: 28:41 — 13.1MB)

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When Sites Like Twitter Are Vulnerable to Cyber Attacks, Should We Just Give Up? Last Friday huge sites like Twitter, Netflix and Spotify were down for a while thanks to a massive cyber attack on domain provider, Dyn. According to an article in Fast Company, attackers were easily able to take over tens of thousands of home-based or…

Podcast (fr): Download (Duration: 31:51 — 14.6MB)

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