PeopleShock: The Path to Profits When Customers Rule
This book can be downloaded and read in iBooks on your Mac or iOS device.
What Computers Can’t Replace: The Secret to Success in Our Digitized World
Despite huge technology investments, customer satisfaction is going down, not up. 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 to develop one that inspires staff and customers.People – How to connect effectively with people inside and outside your organization.Process – What to change internally to deliver on a promise of great customer experience externally.
Based on in-depth interviews with over 150 business leaders, PeopleShock combines case studies, data and actionable advice to help organizations succeed.
Comments on PeopleShock:
“Technology lets us do amazing things, but wouldn’t mean a thing if we lost touch with people – team members or customers. Tema’s book shows leaders how to profit by putting people at the heart of their business.”
Patrick Doyle, CEO, Domino’s Pizza Inc.
“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, The Amazement Revolution
"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, Author, Hug Your Haters
"Job #1 for leaders is to help people to bring the best version of themselves to work. In this book, Tema Frank shows us how to lift our heads and hearts above data and technology — so companies and its people can soar!"
Jeanne Bliss, President CustomerBliss, Author, Chief Customer Officer 2.0
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 1st 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, governments, non-profits & businesses of all sizes.
An acclaimed international speaker, Tema (whose name rhymes with Emma) has also taught at universities & organizations in North America & Europe.
Her industry-leading research has been featured in publications such as the Wall Street Journal, the Globe & Mail, User Experience, and Profit.
She interviews business leaders and experts on the Frank Reactions podcast on customer experience.
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.