Tema Frank
Tema Frank
Tema Frank, Chief Instigator at Frank Reactions, is a pioneer in assessing multi-channel customer experience. She was testing omni-channel customer service with her 1st company, Web Mystery Shoppers, before "omnichannel" was a thing! Hers was one of the world's 1st companies to do real-world testing of online and offline customer service & usability. A best-selling author & highly rated international speaker, she hosts the Frank Reactions podcast, and is the author of the new book PeopleShock: The Path to Profits When Customers Rule. Get the 1st chapter free at http://peopleshock.com .
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...
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,...
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...
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...
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...
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...
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...
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...
Wish Your Staff Were More Productive? Here Are Some Tips You Might Not Have Thought Of
Do These Reasons Not To Invest In Customer Experience Sound Familiar? When I talk to leaders of manufacturing and construction companies about improving customer...
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...
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...
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...
Give The Gift of Caring To Your Staff And They’ll Give The Gift of Service To Your Customers
"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...
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...
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...
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....
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,...
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...
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...
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...