Items related to Peopleshock: The Path to Profits When Customers Rule
Synopsis
Customers are cranky and businesses are struggling to keep them happy. PeopleShock's 3P Profit Formula, based on evidence from over 150 business leaders and experts, shows: Promise - How to develop one that inspires staff and customers. People - How to connect effectively with people inside and outside your organization. Process - What to change to deliver consistently great customer experiences. Using case studies, data and actionable advice, Tema Frank's book helps you succeed in the digital era."
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About the Author
Best-selling author and expert, 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 omnichannel 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.
Review
Technology has allowed us to do some amazing things, but it wouldn't mean a thing if we lost touch with people -- our own team members or our customers. Tema's book reminds us that, no matter what the innovation, people will always be at the heart of our business. --Patrick Doyle, Chief Executive Officer, Domino's Pizza Inc.
Technology and data envelop us like a straight jacket, but humanity is still the ultimate killer app. PeopleShock is a timely reminder, with a message you forget at your own peril. --Jay Baer, President of Convince & Convert and bestselling author of Hug Your Haters
This book proves that even with the best technology and automation, you can't guarantee success without people. Filled with stories, stats and facts, Tema Frank will show you how to leverage the digital world with the people skills needed to help take your organization to its next level of success. --Shep Hyken, New York Times bestselling author of The Amazement Revolution
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