PeopleShock: The Path to Profits When Customers Rule - Tapa blanda

Sinopsis

What Computers Can’t Replace: The Secret to Success in Our Digitized World

PeopleShock is for CEOs and other leaders who want better results. The Internet, artificial intelligence and robots make this a time of incredible opportunity. But they also let nimble new competitors and cranky customers use social media to magnify your every misstep.

To survive and thrive your organization must be strong not only at using automation, but at blending it with the human factor to improve staff and customer experiences.

Customer satisfaction is going down, not up, but it’s got a powerful return on investment. Get it right and you’ll cut costs while boosting sales.

Based on in-depth interviews with over 150 business leaders and experts, PeopleShock combines original case studies, data and actionable advice to help organizations succeed in the new economy.

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 can you develop one that inspires staff and customers?
• People – How do you connect effectively with people inside and outside your organization?
• Process – What must you change internally to deliver on a promise of great customer experiences externally?

PeopleShock gives leaders a common frame of reference to get all departments talking and working together to meet the omnichannel challenge presented by today’s buyers. Learn how to break down silos and win support from other departments so you can meet customer expectations.

You may be feeling uneasy about digital marketing and social media. You’ve heard horror stories about companies doing the wrong thing on social media and you’re worried about becoming the new disaster story. Your head may be spinning from the pace of change in online technologies. Learn how to minimize the risks and maximize the benefits.

You may be frustrated by employees who lack loyalty and are demanding new ways of doing things. You worry that their online activities might reflect on your organization. Find out how to keep today’s employees and customers happy.

Fundamentally, this book is about three things: survival, profits, and satisfaction. Not just your staff and customers’ satisfaction, but yours too.

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