Why read PeopleShock?
Organizations have been scrambling to hire “customer experience” officers and proclaiming that they are focusing on customers. Yet studies show that customer satisfaction is going down, not up.
PeopleShock. Customers, empowered by easy access to competing products and services (and other customers’ reviews), are setting the bar higher than ever. As Peter Finch shouted in the movie Network, they’re “mad as hell and not going to take it anymore!”
PeopleShock is killing many businesses. But handled well it can:
- Increase customer satisfaction,
- Boost employee engagement
- Decrease costs, and
- Grow sales, market share and profits.
Based on three decades of experience and over 150 interviews with CEOs and experts, omnichannel customer experience pioneer, Tema Frank, uses case studies and actionable advice to show you how to implement a profitable, people focused strategy using her 3P framework of promise, people and process.