What Would Happen to Your Small Business if You Couldn't Run it Anymore?

How to Keep Your Small Business Strong in Times of Crisis

Would Your Small Business Survive If You Were Gone? Entrepreneurs and small business owners are often advised to think about what would happen to their business if they were hit by a truck. It’s a horrible thing to contemplate, but that sort of thing can — and does — happen. Get your FREE Transcript Now! If you are a…

Contents & Excerpts

PeopleShock Book Contents (Read the intro & 1st chapter on Amazon.com or Amazon.ca.) Introduction What Computers Can’t Replace: The Secret to Success in Our Digitized World Who Will Benefit from This Book? Why Listen to Me? Part 1: PeopleShock Chapter 1: Is This Your Kodak Moment? Chapter 2: Customer Experience and the 3P Profit Formula Chapter…

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58 Customer Experience Quotes From 52 Weeks of Podcasts

Another Inspiring Year of Customer Experience Interviews Check out some of the best quotes, and share them with your friends. Happy New Year! 58 Customer Experience Quotes From 52 Weeks of Podcasting Frank Reactions from Tema Frank Do you have a customer experience problem brewing? Get our free Customer Experience Early Warning System Audit  http://bit.ly/ewsaudit…

Change Management is Hard!

Have You Felt The Pain Of A Change Management Program From Hell?

Change Management Sucks At least, that’s what most employees seem to think. So do a lot of their leaders. Get your FREE Transcript Now! Hardly surprising, when 70% of change management efforts fail. And yet, change is happening in every industry so quickly that organizations have to get good at dealing with change if they are…

Is Your Company Moving Too Slowly?

Is Your Company Too Slow To Compete In The Digital Era? Here’s Advice To Speed It Up

When Jason Jennings, author of the new book, The High Speed Company: Creating Urgency & Growth in a Nanosecond Culture, interviews CEOs they tell him they worry that their companies are moving too slowly. They know the business world is changing so fast that the slow will not survive. But how do they light a fire under their organization to…

Bruce Temkin, Customer Experience Professionals Association Chair

Customer Experience Investments Up; Customer Satisfaction Down

For the first time in 5 years, the Temkin Group’s customer experience ratings show that in most industries, customer ratings of the service they get have dropped. This is despite the fact that companies say they are spending more than ever on improving customer experience (CX).  So what’s going on? Customer Experience Demands Outstrip Improvements In today’s interview…