Navigating the Customer Experience
About This Show
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
Most Recent Episode
046 : Customer Partnership through Promise, People and Process with Tema Frank
4 days ago
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)?