Dave Frankland
Dave Frankland
Dave is an independent consultant, published author (Marketing to the Entitled Consumer), and former-Forrester research director who has helped scores of companies architect winning customer strategies. He has worked with companies as diverse as Fortune 50 enterprises and fledgling startups to help define desired customer relationships; recognize gaps, barriers, and opportunities; and build roadmaps, establish processes, and identify metrics to measure and demonstrate success.
What’s with the hostility? Why do we hate certain brands?
When my former colleague Augie Ray posted recently that he has “given up on Amazon until they become a better employer and corporate citizen”...
Customer feedback: do you really want to know about my experience?
Companies try all sorts of ways to get customer feedback. You see those emoji button stands as you exit airline security. Every fleet truck...
Is Tesco a lesson in taking your eye off the customer?
Tesco’s share price has fallen 50% in a year. Profits dropped 6% in the year ending April 2014. In July, the CEO stepped down...
As if Comcast weren’t hated enough
Comcast has done it again! Almost a decade since the infamous sleeping technician (it’s only 8 years, but the “almost a decade” quote is relevant...
What every brand can learn from T-Mobile’s “uncarrier” strategy
Since publishing the Customer Relationship Architecture report, one of the most common questions I’ve received relates to the notion of a collaborative customer relationship strategy. Among...
An alternative to “Random Acts Of Kindness”
One of the great buzz phrases in the world of customer experience is “Random Acts of Kindness.” These programs — which even have their...
Customer satisfaction is a board room concern. What about “customer relationship”?
We recently surveyed 200 customer-facing professionals and asked respondents about what three things they perceive drive board and executive level decisions at their company....
The Ministry of Customer Relations
Have you ever noticed how almost every airline has a script that the cabin crew say on arrival at your destination? There’s a welcome...
Expectation is context
If “the message is the medium”; I reckon “the expectation is the context”. It’s probably true of most things, but I’m really hung up on...
It all depends on what you call it…
I’m on a bit of a classification or categorization kick lately. For some reason, it bothers me when I read about my Pebble being...
Pope Francis gives a lesson in culture change
I finally got around to reading the Time Magazine article about how and why it chose Pope Francis as its Person of the Year...
How popular is your “animosity program”?
Firms spend millions of dollars on loyalty programs — not all of which drive loyalty, of course. And, they go out of their way...
Not stuck in park!
I don't expect to get a great customer experience from local Government services. Which, made it all the more pleasant when I did. I...
A novel approach to market intelligence: games and prizes, but not gamification
On a recent trip to Dublin, I met a cool startup, Upfront Analytics (UFA), which is creating a mobile game platform designed to deliver...
Your competition isn’t who you think it is
Your customers enjoy greater and faster access to new products and services every day — from apps to wearable devices to co-created solutions. And...
The Emmy is not the story. Kevin Spacey (unknowingly) doles out customer experience advice
This morning, media outlets ranging from the Wall Street Journal to the Hollywood Reporter to Mashable heralded Netflix's "historic" victory at the Emmys, as...
It’s AboutTheData, stupid
Today (or yesterday by the time I post this), Acxiom released a beta version of a site/service they have called AboutTheData. It's both a...
Customer focus isn’t that hard!
Since I wrote the other day about Apple, I had a bunch of emails and conversations that seemed like veiled attempts to defend Apple,...