Despite huge technology investments, customer satisfaction is going down, not up. In PeopleShock, 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 experiences externally.
Based on in-depth interviews with over 150 business leaders and experts, PeopleShock combines case studies, data and actionable advice to help organizations succeed in the new economy.
