What Customer-Focused Colleagues are Reading Now

Here's what's hot so far this year on the Frank Reactions blog.

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Hot Customer Experience Content!

Here's what our readers and podcast listeners have liked the most in the 1st half of 2015.

Is It Possible To Put the Service Back in Public Service? This Woman Thinks So
How a provincial government is trying to improve citizen-service and restore pride in the profession of being a civil servant.

How Cirque Du Soleil & Diamond Resorts Manage Customer Experience Challenges
Interesting thoughts from these Lou D'Angelli and Patrick Duffy.

30 Great Customer Experience Quotes
People love quotes.

Improve Your Customer Service With Journey Mapping & Process Improvement
Interview with Errol Denger (then of IBM, now at Adobe) about customer journey mapping & process.

This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times!
Interview with Dave Carroll, who couldn't get United to pay for the damage to his guitar, but has a new career as a customer experience advocate as a result.

Hate Your Bank? Find Out How One Big Bank Is Turning Around Customer Experience & Winning Loyalty
How the Bank of Montreal is working on improving its customers' experiences.

True Confession

Actually the real #1 post (of all time) on my website is this one:

Another Canadian Contender to the Zappos Throne
I suspect it is mostly from Canadians trying to figure out if Zappos has a Canadian website. (They used to, but they pulled out of Canada a few years ago.)

Will You Help?

I get some clues about what readers want from how past content is doing, but I'd really value your input to help me figure out what is most relevant to YOU. Would you please take 2 or 3 minutes and fill in the reader survey at http://bit.ly/FRreaders

As a Thank You, everyone who answers will have a chance to win the book, Tilt: Shifting Your Strategy From Products to Customers, which was listed by Forbes, Fortune and strategy+business as one of the best business books of the year.

Thanks!

In Case You Missed It ...

Highlights from the Frank Reactions Podcast & Blog

Long-time customer experience advocate, Jeanne Bliss, discusses her new book.
Listen on iTunes
On Blog + Transcript

You Can’t Improve Customer Service With Disconnected Systems. But How To Connect Them?
Systems integration is one of the biggest hurdles I see among organizations wanting to improve their customer service. Interview with systems integration expert, Robin Smith, of Virtual Logistics.
Listen on iTunes
On Blog + Transcript