Category Archives: Blog

For some reason, the spring is a super busy time in the customer experience conferences world. Here are a few events I’ll be at, either speaking, teaching or interviewing others for future Frank Reactions podcast episodes. Customer Experience Strategies Summit This one’s happening in Toronto April 4 – 6, 2016. I’ve negotiated a 20% discount for you. Use…

Counting how many people enter a store is nothing new in the retail world, but Headcount CEO, Mark Ryski, used to find it frustrating that so many clients weren’t acting on his company’s market research reports. The data he gave them went way beyond just telling them how many people crossed the threshold: his insights gave…

More people die each year in the US from preventable medical errors than in car accidents. Think of it as 2 or 3 jumbo jets crashing every day. Many of these deaths result from dysfunctional cultures. Today’s guest, Bea Bohm-Meyer, of the Bohm-Meyer Group, knows how important culture change is in “high reliability” fields — situations where a…

I’ve written before* about the importance of having motivated employees if you want to deliver consistently excellent customer experiences. An ESOP – Employee Share Ownership Plan (or Employee Stock Ownership Plan) – is one way to add motivation. Get your FREE Transcript Now! Benefits of ESOPs According to today’s guest, Dan Ohler, of ESOP Builders, employee-owned…

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 about 12,000, is making that shift. Get your FREE Transcript Now! In today’s podcast episode,…

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 actually improve anything for the customers. Get your FREE Transcript Now! Seems crazy that companies…

Member Engagement vs Customer Engagement Association staff sometimes look at people who work in companies and think, “They’ve got it easy. They’ve got money to study customer needs and really serve their customers well.” People who work in companies sometimes look at association staff and think, “They’ve got it easy. They don’t have to make…

Another Inspiring Year of Customer Experience Interviews Check out some of the best quotes, and share them with your friends. Happy New Year! 58 Customer Experience Quotes From 52 Weeks of Podcasting Frank Reactions from Tema Frank Do you have a customer experience problem brewing? Get our free Customer Experience Early Warning System Audit  http://bit.ly/ewsaudit…

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 time dropped from 54 to 32 man-hours. A good employee turned down an $8,000 raise offered…

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 business success.  People With Power To Make Your Business a Success Get your FREE Transcript…