Tema Frank is a customer experience & usability pro, the host of the Frank Reactions podcast, and the best-selling author of People Shock. Tema discusses ways leaders can increase their customer experience, especially in such a digital age where every negative comment is visible, and competitors are easily discoverable. Tema also shares the three ingredients to profitability in the digital area, on this week’s episode.
[2:55] Tema discusses the importance of using the human element, with the right technologies, to help our businesses succeed.
[4:50] Why did Tema write the book, People Shock?
[6:45] Your staff can only say sorry, so many times, before people get fed up.
[7:20] Why are overall customer experience ratings dropping?
[8:20] How can leaders improve the customer experience?
[10:00] Don’t rely on customer satisfaction surveys to tell you the complete truth.
[11:50] If you have to play the undercover boss to physically see what’s happening in your company, then do it!
[13:30] What is the number one mistake leaders tend to make when trying to improve the customer experience?
[14:00] What are the three essential ingredients to profitability in the digital area?
[16:00] Grumpy staff will not deliver you great service.
[20:45] Why is it worth investing in these three essential ingredients?
[24:25] If you’ve already lost some customers, how can you win them back?
[27:15] Tema shares an example of a major company screw up, and how they bounced back.
[30:40] How can leaders inspire team members?
[39:05] Mindfluence challenge of the week.
Mentioned in This Episode:
Email Tema: Tema@FrankReactions.com
Email Mindfluence: email@example.com
Schedule a free call: www.meetme.so/mindfluencerevolution
Email Dr. Norton: firstname.lastname@example.org