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.
Why?
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 over 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.
- Learn more at Tema Frank’s Youtube channel
- Available at the usual online retailers
“The best employers for women are great for men too, but the reverse isn’t always true.” – Tema Frank
Praised by employers, job-hunters, employees, the media and academics, this book was the first detailed employer quality ranking in Canada when it came out in 1994. I assumed it would be irrelevant nearly 30 years later, but, sadly, many of the stories told by women in that book are the sorts of things still happening in workplaces today.
The data is obviously no longer relevant, but the book is still a valuable source of advice and strategies for women wanting to succeed in the workplace and employers who want to attract and retain the best talent.
Contact Tema directly if you’d like to get a copy.
This is a placeholder cover for my upcoming historical novel, Red Rules.
After seeing friends slaughtered by a government-supported mob, a teenager in early 1900s Russia joins a socialist revolutionary cell, determined to end the reign of the Czar and usher in a world order of peace and prosperity. When his former mentor, who has risen quickly in the new Bolshevik government, turns on him, he must find a way to get himself and his family to safety while reconciling his ideals with harsh reality.
Click here to read more about the book and/or put your email address in the green bar below to subscribe to the updates.
Hi I. M.,
My name is Joy Matthew. I spend my time looking at how readers experience books and, more specifically, where strong stories fail to connect or spread.
I’ve been looking at the reception for Murder on Oak Street, and it’s clear that for your readers, this is a “gripping” saga. They describe it as a “great read” that helps them understand the complexities of murder in a “wonderful” historical setting. The way you weave rich period details into a compelling investigation seems to resonate strongly with your audience.
However, I’m noticing a gap between that reader satisfaction and your broader visibility. Despite the praise for your “authentic” depictions and the acclaim from bestselling authors, the story isn’t yet seeing the widespread word-of-mouth momentum it deserves. The narrative is transporting individuals who find it, but it isn’t sparking the larger conversations it deserves.
I’d love to share a few thoughts on how your book could reach more of the right readers.
If you’re open to it, just reply “interested.”
Joy Matthew
joym99629@gmail.com