Podcast appearances and mentions of frank reactions

Visit EOFire.com for complete show notes of every Podcast episode. Tema helps businesses deliver fantastic customer experiences online and off. She recruited 75,000 people worldwide using social media techniques before social media existed for her first company, Web Mystery Shoppers. A Best-selling author and host of the Frank Reactions podcast, she just released her second book, People Shock: The Path to Profits When Customers Rule.

Our March podcasting meetup offered a local spin on #trypod, a campaign that started in the U.S. to encourage more people to listen to podcasts. I am, of course, strongly in favour of more people listening to podcasts of all kinds, but I am particularly interested in carving out some mindshare for locally produced shows. That's why I invited Chris Chang-Yen Phillips, creator of Let's Find Out, and Katrina Ingram, interim CEO of CKUA, to give their perspectives on how to do that. Chris's podcast was part of his successful application to be Edmonton's historian laureate, and his aim was to extend interest in the city's history beyond the usual heritage community. So far he has succeeded, with 400 to 500 downloads per episode and a ripple effect beyond that can be felt in mainstream media coverage of his stories and new questions from people curious about our past. He is also news director at CJSR. Katrina, a marketer by trade, is currently at the helm of Canada's first public broadcaster, which has seen a tremendous amount of technological and cultural change over its 90-year history. She has been paying close attention to the evolution and growth of podcasting ever since her friend Tema Frank introduced her to her show, Frank Reactions, and has been working with me to see if we can put together a sustainable local podcast network. (It will grow out of this.) You'll hear them address what it will take to get more people to listen to more local podcasts; what podcasters can learn from independent radio stations like CJSR and CKUA; how to activate a community of support; why quality and uniqueness matter; why local matters; and how networks can help. This episode is also available in iTunes, on Google Play, on SoundCloud or on Stitcher. We also mentioned these resources along the way: The Infinite Dial, Edison Research's annual look at digital audio; The technology adoption life cycle; Kevin Kelly's 1,000 True Fans concept; The Incomparable network. You can subscribe to Let's Find Out on iTunes and Stitcher. I highly recommend the Let's Find Out live show, recorded earlier this year at The Needle. Also, check out the excellent podcast CKUA does with the Edmonton Public Library called Capital City Records, featuring a taste-maker's recommendation of a song by an Edmonton artist. Thanks again to Studio Theatre for donating guest passes to Bright Burning (on until April 8); to Variant Edition for hosting; and to CafeRista for catering. Our next podcasting meetup is on April 30. Join the meetup page or subscribe to the Seen and Heard in Edmonton newsletter for details as soon as they're available. This episode of Seen and Heard in Edmonton is brought to you by Castria, where award-winning podcasters help you take your podcast from idea to reality. Castria’s Erika Ensign and Steven Schapansky record and edit both our live meetups and the regular interviews you hear on Seen and Heard in Edmonton. If you’d like them to help you, visit wearecastria.com.

Meet Tema Frank, an author, an Internet pioneer, and the creator of Frank Reactions, where she explores customer experience and customer service in the digital era. Tema has long been a woman ahead of her time, putting up her first website in 1995 to promote her first book, Canada's Best Employers for Women. Most people around her didn't even know what a website was, but the experience taught her things she would use later on, which is a theme, as you'll hear. Credit perhaps is due to the University of Alberta, where she was part of the first business class that had to take a computer course. She now serves on Senate. Tema has one of the coolest podcast origin stories I've heard yet. She was living in France and wanted to get into Le Web, which cost a lot. So she decided to pitch a story to the CBC show Spark so she could get press credentials. It worked, and she not only got into the conference, but learned that she had a good voice for radio (you'll hear that) and a love for interviewing interesting folks. You'll learn how the business model of her podcast has changed over the years, and how it has become both a source of the research for her latest book — PeopleShock: The Path to Profits When Customers Rule — and a way to sell the book and her consulting services. She has some solid advice for those who'd like to do the same. This episode is also available in iTunes, on Google Play, on SoundCloud or on Stitcher. Here are Tema's recommendations: That's So Maven: The podcast by, for and about female entrepreneurs, by Andrea Beça and Lauren Dary; Science for the People: An interview show that explores the connections between science, popular culture, history and public policy; The podcast roundup on my own Seen and Heard in Edmonton (thanks, Tema!). She'd also love to see you this week at LitFest, Edmonton's nonfiction festival, which runs until Oct. 23. (I'll be at CANADALAND Live on Monday night and the Story Slam on Wednesday.) Find Tema on Twitter (@temafrank) and Frank Reactions on Facebook. PeopleShock is also available at Audreys Books. This week’s Seen and Heard in Edmonton is brought to you by Taproot Edmonton, a source of curiosity-driven stories about the city, cultivated by the community. Taproot's second story, Making a ripple toward reconciliation, is up. In this episode, you'll hear writer Anna Holtby discuss her approach and explain why she wanted to be part of Taproot.   Want to satisfy your curiosity about something going on in the city? Join Taproot. Musical credits: Beethoven’s Sonata No. 1 in F Minor, Op. 2 No. 1, played by Daniel Veesey, from freemusicarchive.com.        

Tema helps businesses deliver fantastic customer experiences online and off. She recruited 75,000 people worldwide using social media techniques before social media existed for her first company, Web Mystery Shoppers. A best-selling author and host of the Frank Reactions podcast, she’s just released her second book, PeopleShock: The Path to Profits When Customers Rule.

Tema Frank discusses her latest book, People Shock, and how to balance technology with process and people for a better customer experience. Connecting people with process As we rely more on technology, we acquire new processes. And those processes often don’t translate to the ideal customer experience. “IT does not think like customers,” says today’s guest, Tema Frank! And the evidence is all around us. Today, the best of intentions can lead to customer service disasters, simply because a set of processes has taken precedence over human interaction.  Tema shares many ways you can help your own organization find the balance between people and process where tech is relied on heavily. She outlines a time-tested three-step process from her book, People Shock, to ensure your technology remains conducive to a terrific customer experience. How can you inspire senior executives to help keep your processes connected to the people they are designed for? Tema knows what it takes to strike a harmonious balance. How vulnerable will your organization be when the next underdog decides to “uberize” the experience in your industry? Listen in to keep your processes connected to the people who bring you profits. About our guest Tema Frank has worked in customer-experience related fields for over three decades. In 2001 she founded Web Mystery Shoppers Inc., the world’s first company to assess omnichannel customer service: web, phone, chat, email and in-store. Using social media techniques in the days before social media existed, she built a database of 75,000 “mystery shoppers” worldwide. Her clients have included Bank of America, the Royal Bank of Canada, ING Direct, Expedia, and many government and other organizations of various sizes. Her industry-leading research has been featured in the Wall Street Journal, the Globe & Mail and other business and academic publications. A best-selling author, her second book, PeopleShock: The Path to Profits When Customers Rule, comes out this fall. Based on interviews with over 150 executives, entrepreneurs and experts, it combines case studies, data and practical action steps for customer experience and business success in the digital era. Her podcast, Frank Reactions on Customer Experience, can be found in the usual places and at http://frankreactions.com/show Connect with Tema Tema’s podcast, Frank Reactions Twitter LinkedIn Related Content Pre-order Tema’s new book, PeopleShock: The Path to Profits When Customers Rule Free Download: First chapter of People Shock Free Download: Tema’s 33 Ways to Scare Off Customers (& how to WIN them instead!) Customers That Stick® post, 6 Steps for Rolling Out New Technology to Frontline Staff 360Connext® post,  Tearing Down the Customer Process Road Blocks Episode 116: Terry Brock, Growing Your Business with Tech Episode 111: Analog Customer Experiences Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Are your customers happy? We live in an ‘abundance of choice’  generation where loyalty must be earned. In this episode I pick the brains of Tema Frank to find out how to improve customer service and increase client retention rates. In 2001 Tema founded one of the world’s first remote usability testing companies called Web Mystery Shoppers Inc In 2012 she launched Frank Reactions, helping companies improve their customer experience through impeccable customer service. Her clients have ranged from Large corporate Banks and media companies to small family businesses. She is also a bestselling author and podcaster   What you will learn: The #1 mistake businesses make with customer service How to win back customers that left due to poor service How to deal with very difficult clients Is the customer always right? Why keeping your clients happy is not as important as keeping your staff happy How Amazon has set the customer service barrier extremely high How to deal with negative reviews How to get people to complete surveys How to get higher conversion rates on your website   Interesting highlights: Tema shares the biggest mistake of her business life Tema built an email list of 75,000 people   Tema’s #1 practical advice:  “You know your starting to get famous when you start getting haters”Tweet This Resources & Links: Transcription Service (https://www.rev.com/) Frank Reactions (http://frankonlinemarketing.com/) (Tema’s company) People Shock (http://peopleshock.com/) (Tema’s Book) Get in touch with Tema on Twitter –  @ (https://twitter.com/Yannick_Ilunga) Temafrank Thank You for Listening! I would like to personally thank you for listening to my podcast.  If you enjoyed today’s show, please share it with others. Just click on the social buttons below. Also, if you podcast on iTunes (https://itunes.apple.com/gb/podcast/can-i-pick-your-brain/id1076916148?mt=2) , you would be joining me on my mission to help as many people as I can become really successful. And finally if you haven’t already subscribed podcast on iTunes (https://itunes.apple.com/gb/podcast/can-i-pick-your-brain/id1076916148?mt=2) , so you can get automatic updates whenever another episode goes live!

In today's customer-focused world, most businesses want happy customers to spread the viral word and increase brand reputation, but overall customer experience ratings are dropping. In fact, the founder of Frank Reactions podcast, Tema Frank, notes in her latest book, PeopleShock: The Path To Profits When Customers Rule, “sixty-one percent of consumers say they have switched service providers in the past year due to a bad service experience. Interestingly, 82 percent said that the previous provider could have done something to keep them from switching.” Why is this occurring and how do businesses evolve to meet these increased customer standards and expectations? To help us explore this topic further, we have asked Ms. Frank to join us to share her insights, having over three decades of experience in marketing strategy and customer experience improvement. We will also touch on the higher expectations of employees today, and how this factors into the customer experience.

What is the ultimate competitive advantage in the digital age?  Find out by listening on-the-go to Episode 64, as we speak with Tema Frank, Chief Instigator at Frank Reactions. She is a customer experience, digital marketing, and usability testing pioneer who put up her first website in 1995, and founded the world's first omni-channel customer service testing firm, WebRead More The post PeopleShock − The Path to Profits When Customers Rule appeared first on Business Advancement.