PeopleShock: The Path to Profits When Customers Rule - Softcover

Frank, Tema

Softcover

ISBN 10: 0969873735 ISBN 13: 9780969873730

Publisher: Essential Views Publishing, 2016

Synopsis

What Computers Can’t Replace: The Secret to Success in Our Digitized World

PeopleShock is for CEOs and other leaders who want better results. The Internet, artificial intelligence and robots make this a time of incredible opportunity. But they also let nimble new competitors and cranky customers use social media to magnify your every misstep.

To survive and thrive your organization must be strong not only at using automation, but at blending it with the human factor to improve staff and customer experiences.

Customer satisfaction is going down, not up, but it’s got a powerful return on investment. Get it right and you’ll cut costs while boosting sales.

Based on in-depth interviews with over 150 business leaders and experts, PeopleShock combines original case studies, data and actionable advice to help organizations succeed in the new economy.

Customer experience and digital marketing pioneer, Tema Frank, shows you how to use a new 3P Profit formula to thrive in a hyper-competitive world:
• Promise – How can you develop one that inspires staff and customers?
• People – How do you connect effectively with people inside and outside your organization?
• Process – What must you change internally to deliver on a promise of great customer experiences externally?

PeopleShock gives leaders a common frame of reference to get all departments talking and working together to meet the omnichannel challenge presented by today’s buyers. Learn how to break down silos and win support from other departments so you can meet customer expectations.

You may be feeling uneasy about digital marketing and social media. You’ve heard horror stories about companies doing the wrong thing on social media and you’re worried about becoming the new disaster story. Your head may be spinning from the pace of change in online technologies. Learn how to minimize the risks and maximize the benefits.

You may be frustrated by employees who lack loyalty and are demanding new ways of doing things. You worry that their online activities might reflect on your organization. Find out how to keep today’s employees and customers happy.

Fundamentally, this book is about three things: survival, profits, and satisfaction. Not just your staff and customers’ satisfaction, but yours too.

About this title

About the Author

Best-selling author and advisor, Tema Frank has worked in marketing and customer experience for over three decades. In 2001 she founded Web Mystery Shoppers, the world’s first company to test multi-channel customer service: web, phone, chat, email and in-store. Using social media techniques before social media existed, she built a database of 75,000 “mystery shoppers” worldwide. Clients have included Bank of America, Expedia, the Royal Bank of Canada, government departments, non-profits and businesses of all sizes.

An acclaimed international speaker, Tema (whose name rhymes with Emma) has presented at events in the United States, Canada, France and Mexico. She has also taught graduate business and executive MBA students in English and French, and delivers custom courses for companies and associations.

Her industry-leading research has been featured in publications such as the Wall Street Journal, the Globe & Mail, User Experience, and Profit. Tema has appeared as a guest on many national and local news and business shows, and on many podcasts.

She launched her own podcast in 2012 (now known as the Frank Reactions Podcast on Customer Experience), when she began interviewing business leaders and experts for PeopleShock.

PeopleShock is Tema’s second book. Her first was the best-selling, Canada’s Best Employers for Women: A Guide for Job Hunters, Employees & Employers, which will be updated in 2017.

Tema Frank can be found on Twitter @temafrank, LinkedIn or at frankreactions.com.

Edition details

• Publisher: Essential Views Publishing
• Publication date: 2016
• Language: English
• ISBN 10: 0969873735
• ISBN 13: 9780969873730
• Binding: Paperback
• Edition number: 1
• Number of pages: 318