Frank Reactions - Customer Experience & Customer Service in the Digital Era
By Tema Frank
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Customer Experience is the new business battlefield in our social media & online marketing era. Digital marketing & business strategy expert, Tema Frank interviews leaders of companies winning through great customer service. She also talks to pros in related fields like human resources (HR), process design, usability & marketing. Tema’s new book, PeopleShock: The Path to Profits When Customers Rule, comes out in spring 2016. Check out the blog at http://frankreactions.com and/or connect with Tema on Twitter @temafrank. Tema (rhymes with Emma) put up her first website in 1995 and launched her first web business (Web Mystery Shoppers Inc.) in 2001, to help financial institutions, retailers, travel companies and governments improve their web-related customer experiences.
||The Death of Inbound Marketing (& What You Can Do About It) - Frank Reactions - Customer Experience & Customer Service in the D||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.||2/7/2017||Free||View in iTunes|
||How To Make Sure An Acquisition Doesn’t Hurt Customer Experience - Frank Reactions - Customer Experience & Customer Service i||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.||1/23/2017||Free||View in iTunes|
||Does The Government Really Care About Your Opinions? - Frank Reactions - Customer Experience & Customer Service in the Digital||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 …Continue R||1/10/2017||Free||View in iTunes|
||How To Really Piss Off a Customer - Frank Reactions - Customer Experience & Customer Service in the Digital Era||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 …Continue||11/16/2016||Free||View in iTunes|
||How Upping Their Customer Service Led to Growth in a Recession - Frank Reactions - Customer Experience & Customer Service in th||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 …Continue Rea.||11/9/2016||Free||View in iTunes|
||How Better Web Accessibility Can Boost Your Sales - Frank Reactions - Customer Experience & Customer Service in the Digital Era||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!||11/2/2016||Free||View in iTunes|
||Cyber Attacks Knocked Out Huge Sites Recently. Is Yours Safe? - Frank Reactions - Customer Experience & Customer Service in the||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.||10/24/2016||Free||View in iTunes|
||How to Find Process Problems That Irritate Customers - Frank Reactions - Customer Experience & Customer Service in the Digital||Process Problems Upset Customers AND Hurt Profitability Process is the 3rd P in the 3P Profit Formula I discuss in the book PeopleShock: The Path to Profits When Customers Rule, and it is one of the biggest areas where organizations fall down …Continu||10/18/2016||Free||View in iTunes|
||How to Keep Customers Happy After a Merger: Travelocity & Expedia - Frank Reactions - Customer Experience & Customer Service in||Can You Reconcile Quality vs. Quantity After a Merger? When your company has built its reputation on great customer service, what happens when you’re in a merger with a bigger company that has a different focus?||10/12/2016||Free||View in iTunes|
||How Can a Bank Convince Customers It Really IS Different? - Frank Reactions - Customer Experience & Customer Service in the Dig||Yeah, sure you’re different from all the other banks. (This is part 2 of my interview with Dave Mowat, CEO of ATB Financial. Click here for Part 1.) ATB Financial, a government owned financial institution with about 5,||10/3/2016||Free||View in iTunes|
Good conversation and relevant information
Frank Reactions has an wide selection of topics and guests with relevant information for both businesses and consumers. The host asks well thought out questions that keeps the conversation going which truly enhances the experience.
I’ve been interested in and following Tema’s work and social media posts for years. What a pleasure it was to hear stories from other women entrepreneurs at the live-taping of Why You Should Listen to Podcasts at CKUA. Frank Reactions and Frank Ideas are great sources of inspiration and information.
I’m glad I found this GREAT podcast
This is a podcast that entrepreneurs as well as consumers would do well to subscribe to.
It is one of the most engaging and informative podcasts I’ve heard; it is at once inviting and relatable.