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:
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
P.S. If you’re enjoying the podcast, it’s safe to assume there are others out there like you who would also enjoy the podcast.
Help them find it.
Those people will appreciate it, and you’ll feel great about yourself.