JLDC 0096: Tema Frank Interview – The Path to Profits When Customers Rule

It’s much easier to sell to an existing customer than to try to get a new one… yet so many businesses spend so much time and resources on marketing and sales, and not enough on customer experience.

If you’re struggling to create a great customer experience or don’t yet appreciate the value of a good customer experience, this interview with Tema Frank will go a long way to helping you.

Topics discussed during this podcast include;

  • The number one mistake businesses make when it comes to customer experience
  • What should you do if customers are saying negative things about your business on social media?
  • What are the warning signs that there are customer experience issues
  • And much more!

You can play this session of the podcast here:

Tema Frank Interview

Websites referenced during the podcast:

Here’s a timeline of the topics discussed during the podcast:

0:30 – Tema Frank short bio
1:45 – Tema’s background and growing up years
4:30 – What did you do after graduating from college?
8:45 – How did you build an international panel of 75,000 mystery shoppers with no paid advertising?
11:20 – Is the customer experience improving in recent years?
12:40 – What is the number one mistake businesses are making in terms of customer experience?
14:45 – How can business systematize the surveying of their customers?
16:15 – What is the return on investment on monitoring and improving customer service?
18:45 – Discussion on automating business tasks and the example of McDonalds
22:50 – What should you do if customers are saying negative things about your business on social media?
26:15 – What are the warning signs that there are customer experience issues
29:40 – What are some suggestions on how to get customers to leave feedback
34:15 – Final thoughts
36:30 – Tema’s book and website details

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