Podcasts about tema frank

Tema Frank shares her wisdom on The Business Blast Podcast! You can learn more about Tema here: https://frankonlinemarketing.com/ This episode is brought to you by Authors Unite. Authors Unite provides you with all the resources you need to become a successful author. You can learn more about Authors Unite and join the free community at http://authorsunite.com/. Thank you for listening to The Business Blast Podcast! Tyler --- Support this podcast: https://anchor.fm/authorsunite/support

Tema Frank, best-selling author, international speaker, teacher and customer experience strategy consultant, shares insights from her book PeopleShock: The Path to Profits When Customers Rule. Learn how to use Tema's "3P" Profit Formula to increase customer satisfaction, market share, and sales, while decreasing costs and employee disengagement.

Tema Frank is the author of PeopleShock: The Path to Profits When Customers Rule and, today, we're talking about how we should treat our customers, how we should allow them to influence our products/services, and how it all works together to generate more revenue. In this broadcast, Tema Frank and I talk about: The background of PeopleShock and why customers should rule The difference between customer service and customer experience Tema’s Three P’s of Profit How you should communicate your promise to your customers When you should get your customer involved in your decision-making process How to determine your customers’ needs when you don't already have existing customers Should you get feedback from your existing customers or your prospects? The biggest customer experience mistake businesses make Why you’re probably not as good at customer service as you think you are How can a small business know when they’re doing something wrong? And so much more. How to connect with Tema Frank online: Tema Frank's Website Frank Reactions Podcast Tema Frank on Facebook Tema Frank on Linkedin @temafrank Great quote from Tema Frank: "You’re not going to have happy customers if your staff aren’t happy." - @temafrank If you enjoyed today’s podcast, please leave a review on iTunes here. Thanks so much in advance for your support.

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.

Tema Frank talks PeopleShock: The Path To Profits When Customers Rule”

Tema Frank talks PeopleShock: The Path To Profits When Customers Rule”

Tema Frank talks PeopleShock: The Path To Profits When Customers Rule”

Tema Frank is the author of PeopleShock: The Path To Profits When Customers Rule and hosts the Frank Reactions Podcast on Customer Experience. Her clients have included Fortune 500 companies, such as Bank of America and Expedia, as well as governments, small businesses and non-profits. A highly rated speaker and educator, Tema's talks have delighted audiences and event organizers in the US, Canada, France, South Africa and Mexico. In our discussion, we talk with Tema about the improtance of talking to and listening to your customers, how Facebook, automation, and artificial intelligence have changed the game, and how you can succeed MORE as a small business compared to larger businesses. Resources Tema Frank (Official Site) Email Tema: tema@frankreactions.com Frank Reactions Podcast (Podcast) PeopleShock (Book)

On this episode, we explore gender equity in the workplace and the perceptions & misconceptions about women as workers. First we talk to customer experience expert and author Tema Frank about finding Canada’s best employers for women and what has changed in the last 20 years. Then we hear from Clea Glasenapp, a preapprentice preparing […]

Tema Frank is a best-selling author, international speaker, teacher and business consultant. Tema Frank has over three decades’ experience in marketing strategy, usability testing, and customer experience improvement. In 2001 she launched Web Mystery Shoppers Inc., the world’s first company to do “omnichannel” customer experience testing. Using social media techniques before “social media” existed, she recruited a panel of 75,000 mystery shoppers worldwide. In doing all of this, Tema was able to test all of the customer service channels that organizations would experience such as: live chat, telephone, social media and in-store. Tema is also a fellow podcaster and she started podcasting in 2012, she is our podcast senior and her podcast is called Frank Reactions Podcast on Customer Experience, a definitely must listen.   Questions Tell us a little about yourself and your journey Can you speak a little bit about your 3P profit formula that you speak about in your book and why do you think the brand is so important and what would be some of your recommendations as it relates to a small business trying to incorporate some of the things that your book recommends into their own business? What are some everyday solutions that you believe that can help change the mindset of some of these business owners so that training their staff and getting them understand how they want them to treat their customers a priority? Tema’s first experience working at a bank where she had team members that were hanging out at a bar with the boss drinking during the working day, while you guys put in all these work, how was that experience? What are your thoughts on Social Customer Care? What is the one website, tool or app that you absolutely cannot live without in your business? We have a lot of listeners who are business owners and managers who feel they have great products and service but they lack the constantly motivated Human Capital. If you were sitting across the table from that person, what’s the one piece of advice that you would give them to have a successful business? What’s one thing going on in your life right now that you’re really excited about (What are you working on to develop yourself and your people)? What is one quote or saying that during times of adversity and challenges that you refer to as a reminder to help you get more focused?   Highlights Tema stated that she was always customer focused and her very first career was in Business Government Relations and as a known as a Lobbyist and that’s all about understanding public and how the public react things and what’s important to them. She stated that she started to develop it from there, that this focus on understanding customers, understanding users, so it was always an interest of hers and then her first book which came out in the mid 1990’s was about Canada’s best employers for women and what she concluded was that best for women were great for men too because they treated all people well and of course a huge element for great customer experience is great employee experience. The recent book just kind of ties it all that together but she thinks that customer experience is just so important because we all are customers and to have a good society, we need to treat each other with respect. Yanique stated that it’s one of the things that motivated her to start this podcast because she is a customer experience trainer and she goes into organizations and helps them to work with their leaders, work with all of their team members so that they can all get an understanding that customer experience is everyone’s responsibility not just the customer facing employees because for some reason, IT and Accounts seem to think that because they are not directly interfacing with the customers it’s not their responsibility. Tema stated that the exciting thing is that in some ways it is easier for small businesses because one of the key elements to creating great customer experiences is a leader, a CEO who cares and who thinks that it’s important, so if you have your own business, you’re in a wonderful place to set that tone. The book Peopleshock: The Path to Profits When Customers Rule, when she talks about the 3 P’s of profit, the 3 P’s are Promise, People and Process and you need to all of these right to create great on going customer experience. The Promise is: why are you doing what you’re doing? And what about it will motivate people to care? And those people include customers and employees and she gives some examples in the book. Even a business as seemingly uninspiring as a janitorial service company, you can find ways to make that inspiring. The Promise is also important because it sets a guideline and a filter for decision making because part of providing great customer service and customer experience involves letting go and giving your front lines more responsibility and more authority, if they’ve all understood and bought into this common vision then they have a filter it helps them make the right decisions when they have to make decisions without you there to say yes or no. People is the second element and we obviously focus a lot on employees which is crucial because you’re not going to have happy customer if you don’t have happy employees but beyond that and beyond the customers and prospects, there is a whole range of other people who will effect whether or not you can deliver consistently great customer experience, so that includes people like your suppliers, your distributors, so if you have been rude to your suppliers and don’t treat them well and there is a shortage of supplies, who think is going to get it? It won’t be you. So all those external relationships with vendors, with all these people can influence ultimately whether or not you can keep on delivering great customer experience through good times and bad. The third P and this is where a lot of organizations slip up is Process, when you are just getting started, you don’t have a lot of processes in place and you can sort of fly by the seat of your pants and just do stuff and get it done and that’s great when you’re getting started. Tema stated that she would really recommend that any small business right from the beginning, start documenting how you’re doing things. There’s a whole bunch of reasons for doing that not just for customer experience, it will also make it easier as you grow but you want to re-evaluate your processes as you grow so every once a year, look back, “how we’re doing things and does this make sense?” there is an example that she gives in the book of a manufacturing company and they complain that there is this one customer for whom they always have to punch a into a piece of metal before they can ship it to them, it was kind of annoying but it was a good customers so they said, “ok, fine, we’ll do it for them” then interviewing the customer, it turned out they were saying, “we love working with this company but it’s really annoying because they ship us these parts with holes in them and we have to fill the hole before we can use it.” Doing some research it turned out that the need for that hole dated back to a decade earlier when they were both using different equipment and at that point it was needed but nobody really had ever reassess the process, here they were doing something that added to the time, added to the cost, added to everybody’s frustration and it wasn’t helping anything, in fact it was hindering. So regularly evaluate that third P. Tema stated that the best thing you can if you can persuade them to do it is for them to go and work on the front lines for awhile, just spend a day or half a day or even a month working on the front lines and find out what’s really going on there because as you become more senior in an organization or even in a small business, if you as the CEO are focused on raising money and doing big deals, once you get the deal you’re not thinking about what’s happening to that customer and it’s really easy to lose touch. So the most important thing is get out there, talk to customers, existing customers not just focusing on getting new ones and if it’s possible, get on the front lines and find out what they are experiencing or go undercover. She stated that there is a show in the US called Undercover Boss and it amazes her with that show how many of the CEO’s and they are always shocked by what they discover and she’s thinking, “What makes you think you need to go on TV to do this?” Throw on a wig, go to your store, you don’t need a TV show to do the undercover thing. So that’s something that is really valuable. If you are not the CEO or the owner of the business and you’re trying to convince them then the next best thing that you can do is bring them the voice of the customers, so whether that’s through an audio recording where they are actually hearing the customer complain, something that makes it real to them, even if you can’t get an audio recording, even if it’s transcribing, writing out the words, these are the exact words our customers are using, that will help make it real to them in a way that reports our statistics or you telling them in your own words just aren’t going to have the same impact. She recommends if you can get them on the front lines or getting yourself on the front lines and if you can’t at least present the voice of the customer to those in charge. Tema shared that one of her first work experiences was depressing and that was what led her into entrepreneurship because she thought that was just ridiculous. It was an interesting experience, basically they apart of a rebel unit that was set up and the guy that was leading the rebel unit, he was great at building a team which did involve hanging out in bars and partying but then once he had the team in place and there was work to be done, he wanted to continue hanging out in bars and partying and her boss came to her said, “Look, you’re not helping your career by staying in the office and doing your job, you should be at the bar with the VP” she was working in marketing at the time. She said, “Sorry, that was not what I signed up for” when the time came for lay offs, all the first people to get let go were those of them that was doing the work and it took 9 months before head office realise that everything was falling apart and then he finally got fired but it was really frustrating and disheartening experience but it gave her the opportunity to start her own business. Yanique stated that she believes that out of every negative situation there is always something positive that can come from it. So Tema sharing her story and seeing how she has been able to rise above the obstacles and she is able to let people know that at the end of the day you do have some employees who genuinely want to come and do a great job, they are not into slacking off and just sitting around and not doing anything, so that’s important. Tema shared that the thing is, if employees are just slacking off and not doing anything is usually because you have failed to motivate them with that promise. You’re not treating them right; you’re not inspiring them. Tema stated that money is necessary so that you can survive but paying somebody more won’t get them to be more customer friendly. She stated that one of the biggest solutions that entrepreneurs could use to motivate their employees is involving them into decisions making, instead of imposing decisions from above, try to get decisions to often flow from below, so the people who are closet to your customers in some ways have the best knowledge about what’s going on in your organization and a lot of employee unhappiness is because they feel they are not heard and they do in fact know better than some of their bosses but the bosses won’t listen and don’t care about what they think. So you want to involve people at all levels and from all departments in decision-making and in strategizing about how we can make things better for the customer. Earlier Yanique mentioned that often IT and Accounts don’t think that customers have anything to do with them and one thing to over come that is to get those people on departmental teams and let them start hearing the customer. Her first major business with Web Mystery Shoppers, the reason she created that company which was in the early days of eCommerce and websites and she found that their was a marketing department, sometimes a completely separate eCommerce unit and then the IT people, they all depended on each other but they were set up as completely separate units and weren’t even speaking the same language and what she did with that business is that she would have anywhere from 30 to 300 people from their target market who gave detailed feedback about, “This is what’s frustrating us about your website” and when she was able to go back to all these units and show them that it was a way to bring all these people together and realise that they did have a common objective. Yanique stated that on Tema’s website is that there is a free book that you offer 85 Tips for User Friendly Website and one of the things she found is that when she is looking for guests for her show and she’ll probably source them through Amazon if they wrote a book that really inspired her and thinks it would be good to hear their message and Amazon probably has their profile with information about the author and it usually should have a link to their website or some of the authors has their email address listed right there, what she found very frustrating as a customer herself is that most websites for some reason have a contact us form where they control how they contact you versus giving her the opportunity for you to provide their email address so that she can reach out to them because when she sends that contact us form and it says send, she is not guaranteed that somebody is going to receive that in an inbox and respond to her in a reasonable time. Tema shared that is part of what is driving people onto Social media to complain as if you provided me with better service in quieter means whether it’s making yourself easily accessible to customers through phone or through email and dealt with that better then people would not go and complain about you so much in public.   Social Customer Care is something that is rising – many companies have contributed to that happening by underfunding their Call Centers. Therefore, as a customer if you have a choice in sending out a tweet and getting a response versus spending half an hour hold – of course the customer will choose the quickest response and do the tweet! So what has happened is companies have trained customers to go on Social Media, so we can’t turn that clock back and so smart companies are now staffing accordingly and making sure they catch things on Social Media quickly and deal with them well and quickly. Yanique shared that many customers do not share private messages with companies – they post the complaint on their wall. Tema agreed and said as a company – you should respond immediately in a non – defensive way. Tema also made reference to the CEO of United Airlines that companies should start by blaming the customer! Companies should approach the complaint calmly, let’s talk about this sounds complicated, maybe we can discuss this offline – I would be happy to help you. Then you send the message to anyone that saw the public tweet that, “Yes, we care and we want to help.” Tema responded to Yanique’s question by saying deleting posts or complaints that customers make is a very silly approach as this places you at risk for the situation to escalate further. Especially in an era with Screenshots! Tema shared the one website, tool or app that she absolutely cannot live without in her business is Gmail. An enhancement to Gmail called “Active Inbox.” Tema shared Active Inbox is a task manager that is attached to Gmail that allows you to set tasks, set appointments. Tema shared some of the books that have some great impact on her over the years – “The Effective Executive” by Peter Drucker – so much good advice about how to bring out the best in your people. The one message that has stuck with Tema over the years is instead of trying to fix people’s weaknesses – structure their jobs so they focus on their strengths. Her other book recommendation was “The Elements of Style” by William Strunk Jnr. and E.B. White, about how to write more clearly and effectively – the main message Tema has taken away is to omit needless words – anytime you have written anything go back and see if you can substitute a 3 syllable word with a one syllable word and have the same meaning – the more you can distill that way – the more powerful your message will be. In response to Yanique’s question on how to motivate your employees in having a successful business - hire carefully and listen to all of your employees, ask them questions, get to know them, involve them in ideas and decision making. If you do that and involve them as a real person – you will get plenty out of them. Tema shared that she is working on an update for her first book that she wrote in the mid 90’s – Best Employer. Tema is also working on how she can make the concepts and principles of Peopleshock: The Path to Profits when Customers Rule more accessible through online courses and workbooks. Tema shared that connecting with her is pretty easy: Email: tema@frankreactions.com Twitter @temafrank Linked In – Tema Frank Frank Reactions Facebook Page Frank Reactions Podcast on Customer Experience Tema shared the quote or saying that she uses to re-ignite her spirit during times of adversity is “Remember the movie isn’t over yet” – meaning we are at a low point but something good is coming!

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.

Adam and Jeannie share facts and stories to help you decide how and when to engage on social media with colleagues and customers. Social media with colleagues Are you Facebook friends with co-workers? What about clients, or your boss? Should you be? Some companies have rules against it, while others encourage or expect it. But in many cases, it’s left up to the individual to decide. So, what is your policy for social media with colleagues? Whether you’re trying to develop a policy for yourself or for your employees, there are many factors to consider. We wish there could be one simple, flat rule! But there isn't... and how you decide could impact the relationship either way. On one hand, engaging on social can help strengthen customer relationships and workplace culture. On the other hand, colleagues can use social media to get information to use against you. Then on the other hand, you don’t want to offend anyone. Wait, that’s too many hands! (See, I told you this could get confusing!) This subject is getting trickier every day, so Adam and Jeannie are dedicating this episode to helping you sort it out. They share enlightening research and true stories to help you weigh the pros and cons, make the right choices, and enjoy it! Related Content 360Connext® post, 5 Ways Everyone Wins with Proactive Social Media Engagement Customers That Stick® post, Social Media Customer Service with Jay Baer (Video) Episode 150: Phil Gerbyshak, Social Connections Episode 122: Tema Frank, People Shock We're on C-Suite Radio! Check it out for more great podcasts :) Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

Emilie Shoop is a Speaker and Coach, founder of Shoop Training and Consulting and the creator of the premier team building event Rally the Team as well as the popular program The Shoop Shift: Six Gears to Rev Up Your Culture, Team and Leadership. She is the go to Leadership Expert when you want to learn how to maximize the efforts of your team the right way, so you go from just being another manager or business owner to being an influential leader.   People are complex and Emilie helps you learn to make each employee shine; she is a pro at getting to the heart of an organization’s people challenges and helping you to turn problems into success. Shoop Training and Consultant was created because one of Emilie’s pet peeves is unhappy people in the workplace. People are either unhappy with the work they are doing, their bosses or their employers. It is her belief that everyone has an innate desire to do well and somehow people lose track of that along the way, it is this belief that drives her to reach out and impact others with her people focused leadership.   Questions   Tell us a little bit about yourself and your journey Why do you think that leadership is important to customer experience and how you think what you are doing impacts on the external end of the business with the customers? Dou you find that some people are place in leadership positions because of their years of service with an organization or sometimes what’s on paper in terms of their academic successes but not necessarily because they naturally have an ability to lead other people? As a leadership expert, could you tell us three (3) things that you think every leader in any business needs to master in order to lead a very successful team with a culture that is built on service orientation? What are some recommendations that you would give to a business owner in the online spectrum in terms of leading in a strong way and creating a culture where you can translate how you feel to your customers and employees on an online platform? Can you tell us a little bit more about the Shoop Shift? What is the one online resource, website, tool or app that you absolutely cannot live without in your business? What are some of the books that have had the biggest impact on you? If you where sitting across the table from another business owner and they said to you that they feel they have great products and services but they lack the constantly motivated human capital, what’s the one piece of advice would you give them to have a successful business? What is one thing in your life right now that you are really excited about – something that you are working on to develop yourself or people? Where can our listeners find your information online? What is one quote or saying that you live by or that inspires you in times of adversity?   Highlights   Emilie Shoop stated that she started her career in IT, she spent a lot of time with highly technical people and was highly technical herself, she found over time that she really just liked the people side of organizations and when she became a manager she got to start impacting her team by using good leadership and it was very interesting how many people complained about going to work and they don’t like the environment that they are in and just a few tweaks of leadership could make a lot of teams and a lot of employees really happy. When Emilie started her business she didn’t want to fix peoples’ computers for a living, she wanted to help people be happier at work and that’s what she set out to do.   Yanique stated that most of the companies that she has done business with and IT is one of those departments where they are very hard to communicate with; they don’t like to talk very much and a lot of things that they think are normal or that everyone should get, they get annoyed when you don’t get it because they thinks it’s normal and you should do this to get the computer work, it’s just a basic behavior and you are looking at them because they do it every day and you don’t.   Emilie agreed that IT persons are not really people persons and that it’s easier to target the IT world because it’s highly technical but she has been in organizations where there’s a lot of nurses and they are highly technical and they struggle with the same thing and same with financial institutions where people are really good with numbers but not good with the people aspect of it and so there is a lot of work to be done to help people to come out and realize what they think is “common sense” and “how could you not know that this is what you need to do” to get that across to the person in a much gentler way.   Emilie stated that she sees it a lot where people will ask do you do customer service training and when she digs a little bit deeper and find out what’s going on in an organization, it usually comes down to some poor communication and poor training for the employees that are trying to give good customer service but they don’t have the tools, they are not equipped with the right information to do a better job and so they don’t realize that they are not doing a good job because they are doing the best they can with what they have and so she gets to work with people and help them figure out where the leadership break downs are coming from and a lot of times she sees that somebody has been put in a leadership position that doesn’t know how to let go of the daily activities and lead the team, they just keep taking over and doing it all themselves and team members are not able to grow and actually learn how to provide the best customer service.   Emilie stated that she sees where some people are place in leadership positions because of their years of service with an organization or sometimes what’s on paper in terms of their academic successes but not necessary because they naturally have an ability to lead other people. What she sees is that for example: “I really like Suzie and how she works on this and we want to reward her some way, and the only way we can think of is to promote her” and then that promotion comes with a leadership component, instead of finding a way to reward that person for doing well, it could be with a different type of job with a different type of responsibility but making sure that responsibility matches with their natural gifts or their abilities or even desires. A lot of times people are promoted into those positions and they have no desire to lead a team.   Emilie stated for recommendation on promoting someone like Suzie without putting her into a leadership role, you want to make sure that you know Suzie well and have the conversation with her so that you can say “what is it that will help you feel more fulfilled with the growth opportunity that you are looking for, here’s what we see as opportunities or needs of the organization. Are any of these a good fit for you?” And so, looking for a way that she could take on more responsibility in ways that makes the most sense for her. Sometimes they have that person will become the one that trains others and that’s a different responsibility but they don’t have to lead them, they are just good at explaining how to do what they do or she as seen them take on different escalations so you are not the first line, you’re the second or third line or you only handle the special cases and that’s a way to have a different type of promotion in that scenario but really getting down to individual and figuring out what’s best for them.   Yanique shared that the approach of the organization is to include the employee in the decision making process of how it is that they are rewarded and that way it’s a win-win situation for both people because the company wins because the employee is doing something that they actual enjoy and they appreciate that reward versus just giving someone something they’re not too pleased with and they may fail as a result because their strength is not in that area.   Emilie agreed that stated that we fall into that trap of thinking that we want that recognition and we get caught up thinking the only way to do that is to become a manager and lead a team and that’s not the only way to get there.     Emilie shared that the first thing is connecting, taking the time to connect with the individuals on your team, not just lumping everybody together but really getting to know the individuals. That will do so much for your business and how invested everybody is in your team. The second one is over communicate, the number one complaint she gets when she goes into any organization no matter how good they are at communicating, there is a lack of communication. She always tell people to start erring on the side of over communicating, look at it like marketing where you have to say the same thing ten (10) times for somebody to realize that they even heard the message, pretend you’re marketing your leadership message and you just keep repeating it and that will really start to help boost organization as well and then really just investing in your team and finding out where the weaknesses are, where they can use some extra help and focusing on the strengths and where you can boost there and just really having a pulse on the need of the team and making sure you take the time to fulfill those.   Emilie stated that it really comes down to being human and not trying to be over professional. When you try to make everything kind of textbook or this is a business and therefore I should talk like a business, it’s really hard for people to connect. If you work with people in an office, you tend to have those conversations about “what happened over the weekend?” or “how’s the family?” or “I have this going on in my life.” The more you can incorporate that human inside of things, the more people can connect with you because that’s really what people are looking for, that human connection.   Yanique shared that she purchased a book called “People Shock: The Path to Profits When Customers Rule” by Tema Frank. The theme of the book was in moving forward in the world today, even though things are becoming totally automated, the one thing that customers are constantly yearning for is some level of human interaction.  A lot of what she talks about is at the end of the we really have to get back down to the foundation of dealing with people and that simple human interaction. A lot of companies think that when they have an IVR system that says “press 1 for this and 2 for that or 3 for that” and after you have press 1,2 or 3 you have another set of buttons you need to press before you actual get to a human being.   Emilie stated that a few places where she called have the option for you to have them call you back, you can hang up and they will automatically call you back when it is your turn.   Emilie shared the history of the Shoop Shift, she stated that over the years of working with her clients, she started to notice some trends that if you take a little shift in those areas, your business, your leadership, your team and your culture, everything will just start run a lot smoother. When she started to work with a company, she listed out the different areas and then help them figure out where they are hurting the most and they can start with that but the different areas are clarity, having a clear mission and vision and where the business or team is heading so that people know what the point of their work is, is very important. The second one is connection and having that really good connection with your team and making sure that everybody feels that they are apart of something bigger and people care whether or not they show up is really important. The third one is the communication and that’s where we focus on where there might be areas of improvement for communication, a lot of time we spend time on what needs to be communicated because they might be sending out information that nobody needs but totally missing something that everybody needs so she works in that area. Then coaching, she is not a big fan of discipline in the workplace but how can you coach people to get better performance and really focus in on strengths of people and just brings out the best in everybody. The next one is conflict and this is one where people try to eliminate all conflict in the workplace and she is an advocate of having some conflict because other than the petty high school drama, if it’s not that, it’s usually two (2) people that really care about their job, that are really passionate and they really want to do something for the customer or the business and they just have a difference in opinion on how to get there and she thinks that’s a great situation to be in. Lastly, you put it all together in the culture and people see different cultures in organizations and they look at their own and if you’re not working on that intentional everyday, your culture is going to fall to the least common denominator, so she helps people put that in the forefront and focus on that on a daily basis.   Emilie shared that a unique app because it is really a time saver and a lifesaver and with every thing being online with pictures and visuals are so helpful, she loves PicMonkey. It’s a website where you can manipulate graphics in no time. You don’t have to be an expert and you can get cool graphics to put on your social media, on your website, in your PowerPoint and it’s super easy to use.   Emilie stated that she wanted to pick a book that was really impactful and really a good fit for customer service and that book is “The Leader Who Had No Title: A Modern Fable on Real Success in Business and in Life” by Robin Sharma. It is motivating for you as an individual but just really breaking down how anybody can give world-class service in any job that they have. It is a really good story, well written and is very powerful.   Emilie stated that the advice she would give is just stay focus on the people, if you focus on people as individuals, not trying to group them together or lump them into some way that you can make it easier for you to manage but if you focus on people as individuals, your business will be successful. The more you care about your employees, the more they care about your clients.   Emilie shared that the advice she would give an individual that is not a people person and is concerned about the bottom line as she has worked with persons like that and it’s a little bit of struggle because there is some convincing on her part for them but usually she has to break it down into the bottom line where if you connect more, you will have a lower turn over rate with your employees and that turn over rate is this much and it cost you this amount and that’s why it’s important. Getting a new client is much more expensive than taking care of an existing client and you can show that return on the investment and there are some people that you just cannot convince that that is important and they are not the right people to be with, then there are employees that are okay with that, it’s just picking and choosing the right combination than an employee to make it fit.   Emilie shared as consumers our expectations and standards are raising and how we all want to be treated overall.   Emilie stated that she is really excited about an awards program that she has, she realized that this whole people skills thing and being people focused is really hard and it’s hard to get good at it and it’s not something that people get recognized for very often. A few years ago she started a leadership awards program where she goes through and give people awards in the different areas and it’s been really exciting to see that grow and to see more out of her region but right now it’s more regional and it’s something where each of the leaders get to share their tips and their thoughts on the aspect of leaderships. If they are really good at dealing with conflict, they get to share a little bit about that. It’s just an exciting day. The leadership award for this year is November 2016 and she has nominations coming in now so this is like the nerve-racking part, where she has to get all the nominations in. Emilie say listeners can find her on: http://www.shooptc.com Emilie Shoop Facebook Emilie Shoop Twitter   Emilie stated that her go to quote is “You have not because you ask not.” She usually finds that when she is stuck or hitting a barrier, if there is no harm in asking, either for help or for the sale or whatever the case might be. She likes to remind herself, whom can she ask?   Links   “The Leader Who Had No Title: A Modern Fable on Real Success in Business and in Life” by Robin Sharma PicMonkey “People Shock: The Path to Profits When Customers Rule” by Tema Frank

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.        

Special Guest: Tema Frank Best-selling author, international speaker and consultant, Tema Frank has over three decades’ experience in business & marketing strategy, usability testing, and customer experience improvement. She started using the Internet for e-mail in 1991 and put up her first website in 1995. She’s been immersed in the web world ever since. In her latest book, PeopleShock: Why People Matter More Than Ever in the Digital Era & How That Changes Business, Tema (pronounced like Emma!) says that as business becomes more automated and standardised that "people are the only way  you can really differentiate your offerings". Join us as we talk about Tema's thoughts about how businesses can respond to the digital era. Host: Jo Dodds

Organizations have been scrambling to hire "customer experience" officers and proclaiming that they are focusing more on customers. Yet studies show that customer satisfaction is going down, not up.  Why? PeopleShock. Customers, empowered by easy access to competing products and services (and other customers’ reviews),  are setting the bar higher than ever. Tema Frank will share her ideas on how to manage this PeopleShock. Tema is a customer experience & digital marketing  pioneer. Her podcast, Frank Reactions, focuses on customer experience in the digital era. Tema has helped Bank of America, the Government of Alberta, the Royal Bank of Canada, and many small organizations improve their online & offline customer experience & marketing. Today's show is sponsored by Audible.com and Expert Insights. Audible.com is a leading provider of spoken audio entertainment and information. Listen to audiobooks whenever and wherever you want. Get a free book when you sign up for a 30-day free trial at audibletrial.com/businessgrowth.  Expert Insights is a compilation of episodes from this show. Pick up a copy today on Amazon.com.

A best-selling author and expert, Tema Frank has worked in customer experience, marketing, and usability testing for over three decades. In 2001 she founded Web Mystery Shoppers, the world's first company to test omnichannel customer service: web, phone, chat, email and in-store.

Tema Franks is a best-selling author and has worked in customer experience, marketing, and usability testing for over three decades. In 2001 she founded Web Mystery Shoppers, the world’s first company to test omnichannel customer service: web, phone, chat, email and in-store. Using social media techniques before social media existed, she built a database of 75,000 “mystery shoppers” worldwide. Clients have included Bank of America, Expedia, the Royal Bank of Canada, government departments, businesses and non-profits of all sizes. Visit: fitnessbusinesspodcast.com Email: info@fitnessbusinesspodcast.com Phone: +61 2 9484 5501 Twitter: @fitbizpodcast Facebook: https://www.facebook.com/fitnessbusinesspodcast/

Adam and Jeannie join veteran change agent Eddie Turner to discuss his innovative methods for facilitating change smoothly and effectively. The holistic approach to facilitating change Change is often difficult for individuals. But for organizations, it can be disastrous if the process for facilitating change is not carefully planned and executed. Today’s guest, Eddie Turner, has mastered the art of change management in many industries. Eddie explains some of the common challenges around organizational change. It’s not just about adopting new processes. It’s also about employees and stakeholders leaving their comfort zones to learn new skills. And for many employees, this can even bring job security into question. Eddie walks us through the four main stages of change facilitation: Denial, Resistance, Exploration, and Commitment. It’s critical to understand what your employees are feeling during all these stages, and honest communication is key. Are stakeholders in your organization in denial about necessary changes? Are you afraid your changes will face resistance among employees? Through Eddie’s careful approach, you can open up the lines of communication in an environment where “all titles are checked at the door” and the most valuable input comes to the surface. Move your change initiative from denial on through to commitment and beyond. Listen in! About our guest Eddie Turner is a change agent who has worked for several of the world's “most admired companies."  Eddie has extensive experience in information technology and teaching.  He now leverages those skills in his work as a leadership development practitioner. Eddie is an International Certified Coach. He practices executive coaching as a member of the International Coaching Community, the European Mentoring and Coaching Council and the International Coach Federation. Eddie is an exceptional virtual and face-to-face facilitator.  He facilitates global workshops, strategy sessions and high level meetings.  He is a member of the International Association of Facilitators and certified as a Competent Facilitator by the International Institute for Facilitation. Eddie is a graduate of Northwestern University where he studied Leadership and Organization Behavior. He is also an alumnus of the John F. Kennedy School of Government at Harvard University where he completed the “Art and Practice of Leadership Development” executive education program. Connect with Eddie Brian’s website Twitter LinkedIn Facebook Google+ Related Content 360Connext® post, Destructive Leadership Practices: Is Your CEO in Denial? Episode 122: Tema Frank, People Shock Episode 094: Joseph Michelli, Becoming Customer-Obsessed ThinkTank app Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

It's much easier to sell to an existing customer than to try to get a new one... yet so many businesses spend so much time and resources on marketing and sales, and not enough on customer experience. If you're struggling to create a great customer experience or don't yet appreciate the value of a good customer experience, this interview with Tema Frank will go a long way to helping you. Topics discussed during this podcast include; The number one mistake businesses make when it comes to customer experience What should you do if customers are saying negative things about your business on social media? What are the warning signs that there are customer experience issues And much more! You can play this session of the podcast here: Your browser does not support the audio element. Websites referenced during the podcast: Here's a timeline of the topics discussed during the podcast: 0:30 - Tema Frank short bio 1:45 - Tema's background and growing up years 4:30 - What did you do after graduating from college? 8:45 - How did you build an international panel of 75,000 mystery shoppers with no paid advertising? 11:20 - Is the customer experience improving in recent years? 12:40 - What is the number one mistake businesses are making in terms of customer experience? 14:45 - How can business systematize the surveying of their customers? 16:15 - What is the return on investment on monitoring and improving customer service? 18:45 - Discussion on automating business tasks and the example of McDonalds 22:50 - What should you do if customers are saying negative things about your business on social media? 26:15 - What are the warning signs that there are customer experience issues 29:40 - What are some suggestions on how to get customers to leave feedback 34:15 - Final thoughts 36:30 - Tema's book and website details P.S. If you’re enjoying the podcast, it’s safe to assume there are others out there like you who would also enjoy the podcast. Help them find it. Click here to rate and review the podcast in iTunes. Those people will appreciate it, and you’ll feel great about yourself.

Tema- @temafrank Doug- @DJDoug Strickland- @NiceGuyonBiz   Show notes: Production Assistant - Anna Nygren http://www.annavnygren.com/   Notable Moments: Doug - Tema helps organizations realize where they are failing their customers and how to improve Tema - Understand the importance of being consistent across channel People are a part of the process Companies that are monopolies are under threat It has to be a customer-driven, customer focus organization Common mistake that small businesses make Assume everything is fine with their customers, but they never ask or check Technology makes it easy for customers come with their good or bad experiences to be heard Companies need to be aware what is being said and if people feel ignored, it will get out of control   Action Steps: Setting up Google Alerts, it is a totally free service If you are on social media platform, set it up to get alerts to answer customers in real time Myth of Customer Service: Myth: The customer is always right Start from the approach that customer is right, but it is possible that the customer is demanding the unreasonable DO NOT respond from a position of defensiveness, ask questions first to understand the situation more   Get Tema's book "PeopleShock: The Path to Profits When Customers Rule" by clicking here   Contact Info: E-mail: tema@frankreactions.com Facebook: https://www.facebook.com/temafrank Tips for a Better Website: https://frankonline.leadpages.co/85-tips-for-a-usable-website-85tip/   Go to Nice Guy Community sign-up and we'll send you the free E-Book "The 5 biggest (relationship) mistakes in business" AND be one of the first 100 people to sign up for the Nice Guys Community to get an invite to our first (to be scheduled) live podcast.   Click through our Amazon.com link before buying anything. As Amazon.com affiliates, we receive a small commission on purchases made after clicking our links. It cost you nothing extra but supports the podcast. Thanks in advance.   Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.   Subscribe to the Podcast   Don't underestimate the Power of Nice.    

In this episode we interview digital marketing expert and customer strategist, Tema Frank. Tema has worked in marketing and customer experience for over three decades. In 2001 she founded Web Mystery Shoppers, the worlds first company to test omnichannel customer service: web, phone, chat, email and in-store. Using social media techniques before social media existed, she built a database of 75,000 mystery shoppers worldwide.

Customer experience is the new competitive battlefield. Unhappy customers can slash your business with a single tweet. Happy ones can lead to stellar success. Most businesses want happy customers, but overall customer experience ratings are dropping. With her signature focus on putting people first, Tema Frank talks with Adam about the reasons for this drop, […]

How can you make customer service a priority when so many of your customers are fixated on social media and their mobile devices?  This month’s Entrepreneur Exchange talks customer service with noted author Tema Frank, who has recently published her new book PeopleShock, The Path to Profits when Customers Rule to come up with strategies to keep customers a priority and improve communication inside and outside of your organization.  Plus, hosts Jeff Neuville and Gary Muller share the traits of an exceptional boss and share their small businesses of the month.  Check it out at the Entrepreneur Exchange! Gary Muller is the Business Programs Department Head of Catawba Valley Community College, as well as a member of the National Association of Community Colleges for Entrepreneurship (NACCE). Jeff Neuville is the Director of the Small Business Center at Catawba Valley Community College, as well as involved in Business Assist NC

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.

Introduction:    Tema Frank has been helping businesses and organizations market themselves more effectively on the Internet since the late 1990s. In 2001 she founded Web Mystery Shoppers Inc., one of the world's first remote usability testing companies, and one of the very few to do large-sample size usability testing. In 2012 she launched the Frank Online Marketing Show, a weekly podcast devoted to helping Canadian companies become more successful online. She has taught e-marketing at the University of Alberta and the Université de Pau et des Pays de l'Adour (in France), given seminars and workshops on the topic, and written about how the internet can help businesses sell more and communicate better. She is also the author of the best-selling book, "Canada's Best Employers for Women: A guide for job-hunters, employees and employers."   Frank Online Connections LinkedIn Profile Twitter    

In this week’s episode of the Secrets of Business Mastery Podcast, Mike Agugliaro interviews Tema Frank. Tema is a best selling author, international speaker, and consultant. Tema Frank has over three decades of experience in business, marketing strategy, usability testing, and customer experience improvemen

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

"PeopleShock: The Path to Profits When Customers Rule" by TemaFrank Click here to view the show notes! https://www.salesartillery.com/marketing-book-podcast/peopleshock-tema-frank

This episode is all about the customer and is full of so much important information that’s going to be very valuable to you and your business. Listen in as I interview Tema Frank, author of People Shock: The Path to Profits When Customers Rule. Tema is an author, consultant, speaker and teacher on the customer experience in the digital era. Show Notes:

Best-selling author, international speaker and consultant, Tema Frank has over three decades’ experience in business & marketing strategy, usability testing and customer improvement. In 2012 she created the Frank Online Marketing Show, which has now become the Frank Reactions podcast, and extended her consulting, speaking and teaching services. She is also author of the best-selling book, Canada’s Best Employers for Women: A guide book for job hunters, employees and employers and will discuss with host Kelly Scanlon on Smart Companies Radio her just released book; “PeopleShock: The Path to Profits When Customers Rule. Discover what businesses can do to improve the customer experience and the three essential ingredients to profitability in the digital era. 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!

Lean some great new marketing ideas from our guest Tema Frank. These are ideas that will work.

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.