1 rich Libsyn https://www.libsyn.com 90 600 Tema Frank is a customer experience &amp;amp; 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. &amp;nbsp; Key Takeaways: [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. &amp;nbsp; Mentioned in This Episode: Frankonlinemarketing.com/ People Shock by Tema Frank Email Tema: Tema@FrankReactions.com Chip Wilson’s Apology Patrick Doyle’s Apology Mindfluencerevolution.com The Mindfluence YOUniverse Free Webinar by Mindfluence Revolution Email Mindfluence: team@mindfluencerevolution.com Schedule a free call: www.meetme.so/mindfluencerevolution Email Dr. Norton: drnorton@mindfluencerevolution.com The Mindfluence Revolution http://www.mindfluencerevolution.com/ <iframe title="Libsyn Player" style="border: none" src="//html5-player.libsyn.com/embed/episode/id/4754598/height/90/theme/custom/thumbnail/yes/direction/forward/render-playlist/no/custom-color/88AA3C/" height="90" width="600" scrolling="no" allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen></iframe> https://assets.libsyn.com/secure/item/4754598