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 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.
- Read the table of contents and excerpts from the book
- Listen to or watch interviews with author, Tema Frank
- 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.
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