Tema Frank

Time to Stop Obsessing Over Your Net Promoter Score (NPS)?

In my recent interview with Bill Lee, author of The Hidden Wealth of Customers, he said a surprising thing for a customer loyalty advocate: “I sometimes think that people are working way too hard at getting a perfect customer experience for all their customers, when I think there...

Want Your Staff To Care About Customer Service? Care About Your Staff

Staff Satisfaction is Key To Customer Satisfaction To deliver great customer service, one of the essential ingredients is what your staff are doing, online and off. And if your staff aren’t happy, your customer service will suffer. So will your profits. In an interview with…

The 10 Commandments of Customer Service on Twitter

Frank Reactions recently tested 104 companies that had Twitter accounts on how long it took them to answer a tweet for help. Here are 10 important lessons for giving customers what they want and need when they ask for help on Twitter. These recommendations...

Improve Your Customer Service With Journey Mapping, Process Improvement & The Right Technology

Delivering great customer service (or even consistently good customer service) doesn't happen by chance. Customer journey mapping and implementing the right processes are key. And even though technology can help you ensure consistency and excellence, don't hire a vendor before you've thought through the...

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