Tema Frank
Frank Reactions - Customer Experience & Customer Service in the Digital Era
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Tema Frank
Frank Reactions - Customer Experience & Customer Service in the Digital EraEpisodes
Tema Frank
Frank Reactions - Customer Experience & Customer Service in the Digital Era
Good podcast? Give it some love!
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The post To Serve Your Customers Better, Know Yourself Better appeared first on Frank Reactions.
The post Are You Missing Out On The Messaging Trend For Customer Service? (& Is It Really Better Than Live Chat?) appeared first on Frank Reactions.
The post Artificial Intelligence (AI): Hype or Help for Marketers? appeared first on Frank Reactions.
The post Do You Dread Buying a New Car? This May Be the Car Buying Experience You’ve Been Dreaming Of appeared first on Frank Reactions.
The post 5 Unbelievable Customer Service Experience Examples appeared first on Frank Reactions.
With companies like LL Bean getting rid of their unlimited returns policies, and fraudulent product returns costing retailers billions of dollars a year, today we look a real-world research study that shows how organizations can turn returns
The post Can Culture Be Changed By a Female Leader in a Male Dominated Industry? appeared first on Frank Reactions.
The post Do You Have a Leaky Sales Funnel? Customer Experience Can Stop the Churn appeared first on Frank Reactions.
The post How to Stand Out From the Crowd in a Noisy Marketplace appeared first on Frank Reactions.
We’ve all heard it. Many of us have even been tempted to ask this question on a sales call. The Sales Call Question You Should Never Ask You are nervously wondering what you’ll ask when you go on that sales call, and some well-meaning person ad
We’ve all heard it. Many of us have even been tempted to ask this question on a sales call. The Sales Call Question You Should Never Ask You are nervously wondering what you’ll ask when you go on that sales call, and some well-meaning person ad
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 refe
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 refe
David Meerman Scott knows how to create concepts that stick — like newsjacking!David Meerman Scott on What’s New in the New Rules of Marketing, PR, Sales & NewsjackingToday’s guest and I have something in common: we were both early explorers
The Marketing Technology Landscape is Out of Control!When you need a magnifying glass to read even the headings on a marketing technology list you know things are out of control!When Scott Brinker, marketing technology blogger, author, confer
You Don’t Call A Lawyer When You Are HappyWho you gonna call? Either ghostbusters or a lawyer!It was 1988 and finding an apartment to rent in Toronto was tough. The vacancy rate was 0.1%. Rents were sky high, and landlords knew they could get
Are Community Engagement Panels the Way of the Future? I think it is great that our government wants to engage with the community and holds consultation meetings before making major decisions, I really do. I care about my community. A lot. But
Does Your Organization Have a Customer Experience Program?Thinking About It?Your Customer Experience Program May Be Misled By Bad Metrics, says author Steve WaldenIn today’s interview, Steve Walden, author of the new book Customer Experience
Does a Commanding Call to Action Send Customers Running Away? We’ve all seen it. And heard it. Call Now! Buy Now! Like us on Facebook! The ads order us to take action. But do we obey? Even worse: does that type of call to action do the opposit
Stop Thinking of Your Call Center as a Cost Center Today’s podcast guest, Blake Morgan, started as a conference organizer in the call center world, so it’s hardly surprising that her views on customer experience dig into the call center. Bu
The last time I bought a car we had a very specific requirement. The vehicle had to be big enough that we could fit two bicycles inside. We’d destroyed too many bikes by forgetting they were on the rooftop carrier, and my husband’s bike was too
Fresh Thinking at This Lexus Dealership Leads to Growth & Incredible Customer Loyalty Bruce Kirkland had no background in the auto industry when he was talked into setting up a Lexus dealership. Thirteen years later, Lexus of Edmonton West is o
Fresh Thinking at This Lexus Dealership Leads to Growth & Incredible Customer Loyalty Bruce Kirkland had no background in the auto industry when he was talked into setting up a Lexus dealership. Thirteen years later, Lexus of Edmonton West is o
Why Should Anyone Come to Your Retail Store? (This is Part 2 of my interview with Retail Prophet, Doug Stephens. Listen to Part 1 here.) It’s tempting to believe that because e-commerce still only represents a small fraction of retail sales, th
The Advertising Industry Won’t Be Useful Anymore In his provocative new book, Reengineering Retail, expert Doug Stephens argues that the whole point of advertising was to drive people to stores and then help them remember specific brands once t
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