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The post Can Design Thinking Solve Your Customer Experience Woes? appeared first on Frank Reactions.

Stop Thinking of Your Call Center as a Cost Center   Today’s podcast guest, Blake Morgan, started as a conference organizer in the call center world, so it’s hardly surprising that her views on customer experience dig into the call center.   But, as she stresses in our interview and in her new book, More… The post Get Your Call Center Out of the Basement! appeared first on Frank Reactions.

How Can Anything Be More Important Than Customers? http://media.blubrry.com/frankreactions/content.blubrry.com/frankreactions/106_Jeff_Polovick_Driving_Force_final.mp3 Hey, I’m all about customer focus and delivering consistently great customer experience. The whole point of the blog and podcast is to help you do that.   But according to today’s Frank Reactions podcast guest, Jeff Polovick, founder of the Driving Force, there’s a crucial step… The post THIS is More Important Than Your Customers! appeared first on Frank Reactions.

AKA, The Meat Lovers Marketing Research Episode When Barry Davis, AVP of marketing research firm, Leger, started chewing on what consumers had told his firm motivated their decisions when buying meat, he found the results tough to swallow. Get your FREE Transcript Now! You see, consumers were saying they wanted choice in cuts and quantities,… The post What Customers Say & What They Do Can Be Very Different appeared first on Frank Reactions.

These days even product manufacturers are realizing that they need more of a service orientation if they are to succeed; more of a people focus. Lexmark, a provider of printing and imaging products, software and services with a worldwide staff of about 12,000, is making that shift. Get your FREE Transcript Now! In today’s podcast episode,… The post Add People Focus to Your Product Focus for Customer Satisfaction appeared first on Frank Reactions.

Personalization: More Than a Trendy Word? When I was a little girl, my Mom told me, “We don’t ask personal questions.” I’d already embarrassed her enough by asking in my little high pitched toddler voice whether her hairdresser was a man or a woman. Get your FREE Transcript Now! But today’s guest, Ernan Roman, says that… The post What Customers Really Think About Your Personalization Efforts! appeared first on Frank Reactions.

It’s the Jewish New Year, and although I never quite understood why the Day of Atonement comes after the New Year’s celebration rather than before it, one thing that always did make sense to me was that the fall is a time of new beginnings. I guess that’s the academic in me, excited about what… The post Getting Things Done This Year: How To Be More Productive appeared first on Frank Reactions.

To survive in the digital era, most businesses need to change. But leading and managing change, especially in big companies, is hard.  Some 70% of change management efforts fail. In a recent article series, Vik Maraj and Kevin Gangel, of Unstoppable Conversations, argue that change management is dead. If it is, then how the heck… The post Are You Frustrated By A Bad Change Management Process? appeared first on Frank Reactions.

How the World Domination Summit Helped Me Set Priorities This is my first podcast since my road trip to the World Domination Summit in Portland last month. I thought I’d come back bursting with interviews to air on the podcast, but it didn’t quite work out that way. In this podcast, my most personal one… The post Auggh! I Can’t Do It All! … 5 Steps To Help You Set Priorities appeared first on Frank Reactions.

There are thousands of companies selling t-shirts online. I know this because I actually looked into doing it myself, as a social business model. I decided not to, but Bay Yess, founder of Tagged Threads, went for it, and is now selling t-shirts online for $50! Why Would Someone Buy a $50 T-Shirt? Actually, my… The post Learn the Secret to Selling Online at Premium Prices appeared first on Frank Reactions.

Today’s guest, Katrina German, co-founder of Saskatoon-based start-up, OneStory, always loved the idea of using video to capture and save people’s stories. But she was frustrated by the time involved in video editing, especially if you were trying to put together video clips from many people. So she and her business partner, Dale Zak, created… The post A New Tool For Using Video to Capture Stories From Your Audience appeared first on Frank Reactions.

I’ve got two recent interviews for you in today’s podcast: Diana Lucaci, founder of True Impact Marketing, who spoke at the recent Marketing Research & Intelligence Association (MRIA) national conference in Saskatoon. She applies her expertise in neuroscience to business problems, and we discuss ways to get attention and improve a prospect’s memory of your… The post Marketers: Learn the Neuroscience of Attention & Trust To Get More Sales appeared first on Frank Reactions.

I’m in Saskatoon at the Marketing Research & Intelligence Association (MRIA) National Conference. I’ll be posting a few interviews from the conference. Briana Brownell, of Insightrix Research Inc., gave a talk about lessons learned in trying to use gamification in market research. Have a listen! Key Learning: Don’t stray tooooo far into the gamification or… The post Marketing Research 2014 Conference Interview: Briana Brownell appeared first on Frank Reactions.

Amazon Has Flipped The Publishing Industry On Its Head Have you ever noticed that there are trends in what the Internet marketing gurus talk about? Not long ago Amazon publishing and building your market with Kindle e-books were all the rage. So much so that Amazon had to crack down on things like free so-called… The post Amazon Publishing & Marketing: How To Do It Right appeared first on Frank Reactions.

Last night I had the honour of attending the Edmonton YWCA Women of Distinction Awards gala with my dear friend, entrepreneurial mentor and follow small business owner, Mariana Konsolos. So I decided today would be a good day to air excerpts from an event that Mariana and I ran a few weeks ago in the… The post 5 Small Business Owners on The Good, The Bad & The Ugly of Entrepreneurship appeared first on Frank Reactions.

Rakesh Soni, who emigrated from India to Canada in 2006 to do a Master’s Degree in Engineering at the University of Alberta, is well on his way to becoming one of the web’s next big online success stories. Frustrated by false signups on one of the websites he had created, he realized that if people… The post How An Online Entrepreneur Got 120,000 Customers in 2 Years! appeared first on Frank Reactions.

Jamie Clarke, co-founder of Calgary-based LiveOutThere.com, is an optimist. Only an optimist would create a career of being a “Professional Adventurer”, and, some would argue, only optimists throw themselves head first into selling online in Canada. Canada: A Land of eCommerce Opportunity Fortunately, Canada is a land of optimists! And Canada is a land of e-commerce opportunities! Jamie… The post What’s Harder: Climbing Everest or Selling Online? appeared first on Frank Reactions.

The average Canadian woman, according to today’s interview guest, buys 12 pairs of shoes a year. I’m not a shoe fetishist, but if I didn’t have a toe injury that prevents me from wearing sexy heels, I just might join them! A little over a year ago I ran an interview titled Canada’s Answer to Zappos… The post Another Canadian Contender to the Zappos Throne appeared first on Frank Reactions.

Once upon a time, there were warehouses. The warehouses shipped products to stores. Customers bought products at those stores and brought them home. Many years later, warehouses and stores started to merge, and turned into big-box retailers, like IKEA and Home Depot and BestBuy. People would drive to them and buy products and bring them home.… The post How to Cut Costs & Up Order Sizes: Ecommerce Trends in Order Fulfillment appeared first on Frank Reactions.

The Shopping Mall is Dead. Long Live the Online Mall! OK, so physical shopping malls aren’t quite dead yet, but it is interesting to see how the online e-commerce world is moving towards a shopping mall model. First was the granddaddy of all online shopping, Amazon. Amazon branched out beyond books years ago, and now carries just… The post Electronic Geek Store Selling Jewelry?! Online Shopping Goes to the Mall appeared first on Frank Reactions.