Tema Frank

Live Chat App Mistakes That Can Kill Customer Experience & Sales

Live chat apps are popping up everywhere these days. Companies are trying to use artificial intelligence (AI) and other live chat software to improve customer service, but in many cases they are failing. Here are two recent case studies of live chat app mistakes....

How To Really Piss Off a Customer!

Don't Make These Stupid Customer Service Mistakes If you want to lose business, here's a great example of how to go about it. Yes folks, this really happened. Please don't make these mistakes! A few months ago I bought a product that was supposed to…

How Could United Airlines CEO Go From “Communicator of the Year” to THIS?

By now we are all probably starting to get sick of United Airlines horror stories and analyses, but when I posted a version of this on LinkedIn some felt that it looked at a different, and useful, angle on this customer experience fiasco....

How to Launch a Customer Experience Program in a Big Company

Multiple Mergers Can Mean Migraine Sized Headaches One of the biggest challenges in customer experience is aligning things internally so the customer's experience externally is smooth and consistent. Imagine how difficult that is when you've acquired hundreds of different companies and have to bring them...

Russian Hackers Aren’t Just Going After Politicians

Is Any Company Safe From Cyber-Crime These Days? It's not just Democrats or Donald Trump who need to worry about cyber-criminals from Russia; your organization and its customers are likely at risk. Cyber-security is an issue that's not going away any time soon, according to...

Do You Worry About Your Organization Being Attacked on Social Media?

One of the biggest reasons company owners and CEOs want to avoid social media is because they’ve heard horror stories about companies that made little mistakes and then were attacked on social media. Often the attacks aren’t even fair; some people just love to gripe...

From $20 to $500 Million: A Customer Experience Turnaround Success

When Sue Miller walked into her new job as President of computer products vendor, Softsel, she knew it had problems. While it’s US parent company was successful, the subsidiary she would be leading had not yet turned a profit in its 5 year history. It...

What Does Your Ideal Customer Really Want?

When I backpacked through Europe as a student, using ripped out pages from Let’s Go Europe as my guide (it was too heavy to carry the whole thing and this was before the Internet), I looked for three things in a hotel. In order...

Wish Your Staff Were More Productive? Here Are Some Tips You Might Not Have...

Do These Reasons Not To Invest In Customer Experience Sound Familiar? When I talk to leaders of manufacturing and construction companies about improving customer experience, I often hear one of two things: We are so damned busy, why would I waste time and money on...

As More Gets Automated, Is There Still A Role For People In Your Business?

My first job, when I was 15, was helping out at a clothing store during a deep discount sale. I loved the idea of earning some money, but was less keen on having to stand in high heels for 8 hours a day guarding the...

Want to Chase Away Customers? Do This!

Have you ever stood outside a restaurant looking at its menu, trying to decide whether to choose it or one of the half-dozen other restaurants on the same street? How would you react if the maitre d' suddenly came out and asked you how many...

Which is more important for B2B Sales: Customer Service or Price?

When I first started selling business-to-business (B2B) services, I really believed all the people who turned me down by saying, "It's too expensive." I sweated over whether I was charging too much. When I tried to sell directly online to other businesses, I worried...

Give The Gift of Caring To Your Staff And They’ll Give The Gift of...

"Nobody dreams of being a janitor," says Mary Miller, the CEO of the highly successful janitoral services company, Jancoa. And yet, she says, "More people have worked in the janitorial industry than any other industry." Typical staff turnover rates in the industry are 380%! So how do...

Customer Experience: A Startup’s Secret Weapon to Compete in a Crowded Industry

Compete In A Crowded Industry With Better Customer Service One of my weaknesses as an entrepreneur is that if I see even one other company that is offering the same products I want to sell I start to question whether the world needs another competitor. Stupid,...

How Do You Get People To Help You When You Have No Clout?

I was a Parliamentary Intern in the last year of the Pierre Trudeau regime in Canada. Working with politicians you learn a lot about how to influence people and win them over to your side, even when you aren't their "boss". My first job after the...

The Inside Scoop on Making Quality Improvements For Happier Staff & Customers

Like many people who get promoted into management, Brian Penzone didn't have any experience leading a team of front-line workers on the manufacturing floor. But he knew one thing: "I wanted to manage people the way that I would want to be managed." Sounds obvious,…

4 Steps to Win Back Customers When Your Company Has Blown It

Imagine walking into a new job, leading the e-commerce operation of a retailer that hasn't been doing a great job with its online customers, right before Christmas. Yikes! That's the situation Johnny Russo found himself in last Christmas. Johnny Russo is the Director, Ecommerce & Digital...

How To Convince Your Boss To Invest In Customer Satisfaction

Study after study shows that companies with satisfied customers outperform the rest of the market. Yet for some reason, investing in improving customer satisfaction is still a tough sell. In a recent interview, I chatted with Kerry Bodine, co-author of Outside In: The Power of Putting...

Hate Your Bank? This Big Bank Is Turning Around Customer Experience & Winning Loyalty

Let's face it: the phrases "big bank" and "great customer experience" rarely go together. I used to work in the banking industry, and one thing I learned was that big banks are big bureaucracies. Making change is kind of like turning the Titanic. It doesn't...

14 Warning Signs Your Customer Service May Be Slipping

Sometimes it's obvious to everyone in your organization that you've got a customer service problem, but not always. And unhappy customers don't always tell you; they may just silently slink off to a competitor. Customer Experience Early Warning System There are many metrics you can use to…

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