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Jan 07, 2018 11:05 am | Tema Frank

21 Quotes about Customer Experience, Marketing & HR, from a year of Frank Reactions Podcasts - Frank Reactions

The Frank Reactions podcast gives me the great joy of interviewing many smart people in the customer experience, human resources and marketing worlds. As we begin 2018, here are some of my favorite quotes and tips from last year’s podcasts.

From Why Winning Companies Create Simple But Unique ValueChip Bell:

From Customer’s AREN’T Always Right, Dammit! So What Can A Seller Do?Adam Toporek:  


In a customer dispute, the point is not to try to prove who’s right @AdamToporek” #cem
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From Can Retailers Survive in the Age of Amazon?Vinod Bidarkoppa:

From How To Make Sure An Acquisition Doesn’t Hurt Customer ExperienceBrian Clark:  


There’s process change aversion even if the new really is better – @brianclark & @temafrank…
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From The Death of Inbound Marketing (& What You Can Do About It)Jill Konrath:

From Is Your Company Measuring the Wrong Things in its Customer Experience Program?Steve Walden:  


Nobody walks out of a store saying “That was a great 8.5 out of 10 experience!” @Steven_Walden…
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From Investment Management Firm’s Success Starts With ValuesNomi Bodlani:

From Vision To Customers: How To Create A Service CultureJeff Toister:  


When customers think of the service [you] provide, what do you want them to think of? @toister ‏”…
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From The 6 D’s of Customer Service Expert Shep Hyken – Shep Hyken


The best are just a little above average, but above average all the time”@hyken‏” #custexp
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From How to Get Your Team Ready to Rev Up Customer ExperienceCarolyn Galvin:

From THIS is More Important Than Your Customers!Jeff Polovick:  [Tweet “How comfortable would you be going above your supervisor’s head if you had to? @Polovick” #HR]

From The Advertising Industry is Doomed, says Retail Expert Doug StephensDoug Stephens:  


Advertising as a construct, as an idea, is broken – @retailprophet
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From What Customers Say & What They Do Can Be Very DifferentBarry Davis:

From Get Your Call Center Out of the Basement! – Blake Morgan:

From Does Your Lawyer Make You Happy?Richard Kort:  


Listen to the customer & find out what they’re really trying to achieve.” – Richard…
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From Forget Infographics; Check Out This Scary Supergraphic of the Marketing Technology Landscape!Scott Brinker:  


Never accept a canned demo from a #technology vendor! @chiefmartec #sales
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From Think the Government Doesn’t Care About Your Opinions? Wrong!Mark Boulter:  


A panel lets you hear from a huge number of people quickly, cheaply & in-depth. M Boulter
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From Are You Making This All-Too-Common Marketing Mistake? Too Many Companies Have It All Wrong With Their Call to Action! – Sarah Moore:

From How To Use Data To Fight Crime & Serve Citizens BetterKris Andreychuk & Stephane Contre:  


Computers are not at the point where they have human insight – Stephane Contre @KrisAndreychuk
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From Why You’d Better Care About Social Customer CareDan Gingiss:  


Stop just hiring business grads. Hire artsies with empathy & strong writing skills! @temafrank…
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From How to Recession-Proof Your Business – Brian Gracon:

From Get a Pedicure While Your Car is Being Serviced? How One Lexus Dealership Grows Through Over-The Top Customer Service Bruce Kirkland:  


We’re not in the car business; we’re in the relationship business. BKirkland @LexusOfEdmonton
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