21: How to provide great Customer Service and build Brand Loyalty with Tema Frank

Are your customers happy? We live in an ‘abundance of choice’  generation where loyalty must be earned. In this episode I pick the brains of Tema Frank to find out how to improve customer service and increase client retention rates.

In 2001 Tema founded one of the world’s first remote usability testing companies called Web Mystery Shoppers Inc

In 2012 she launched Frank Reactions, helping companies improve their customer experience through impeccable customer service. Her clients have ranged from Large corporate Banks and media companies to small family businesses. She is also a bestselling author and podcaster

What you will learn:

• The #1 mistake businesses make with customer service
• How to win back customers that left due to poor service
• How to deal with very difficult clients
• Is the customer always right?
• Why keeping your clients happy is not as important as keeping your staff happy
• How Amazon has set the customer service barrier extremely high
• How to deal with negative reviews
• How to get people to complete surveys
• How to get higher conversion rates on your website

Interesting highlights:

• Tema shares the biggest mistake of her business life
• Tema built an email list of 75,000 people

Tema’s #1 practical advice: 

Resources & Links:

• Transcription Service
• Frank Reactions (Tema’s company)
• People Shock (Tema’s Book)

Get in touch with Tema on Twitter – @Temafrank

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