- Hardcover: 316 pages
- Publisher: Essential Views Publishing; First edition (June 27 2016)
- Language: English
- ISBN-10: 0969873727
- ISBN-13: 978-0969873723
- Parcel Dimensions: 22.8 x 15.4 x 2.4 cm
- Shipping Weight: 581 g
- Average Customer Review: 6 customer reviews
- Amazon Bestsellers Rank: #758,067 in Books (See Top 100 in Books)
PeopleShock: The Path to Profits When Customers Rule Hardcover – Jun 27 2016
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“Technology has allowed us to do some amazing things, but it wouldn’t mean a thing if we lost touch with people – our own team members or our customers. Tema’s book reminds us that – no matter what the innovation – people will always be at the heart of our business.” -- Patrick Doyle, Chief Executive Officer, Domino’s Pizza Inc.
"Technology and data envelop us like a straightjacket, 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 and author of Hug Your Haters
“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 of The Amazement Revolution
"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 first company to test multi-channel 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, government departments, non-profits and businesses of all sizes.
An acclaimed international speaker, Tema (whose name rhymes with Emma) has presented at events in the United States, Canada, France and Mexico. She has also taught graduate business and executive MBA students in English and French, and delivers custom courses for companies and associations.
Her industry-leading research has been featured in publications such as the Wall Street Journal, the Globe & Mail, User Experience, and Profit. Tema has appeared as a guest on many national and local news and business shows, and on many podcasts.
She launched her own podcast in 2012 (now known as the Frank Reactions Podcast on Customer Experience), when she began interviewing business leaders and experts for PeopleShock.
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.
Tema Frank can be found on Twitter @temafrank, LinkedIn or at frankreactions.com.
Top customer reviews
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I was WRONG! It's amazing!
"People Shock" is totally engaging! With her common sense and foresight, Tema speaks to all business people, whether single proprietors or giant conglomerates.
Tema Frank takes up where Tom Peters and Faith Popcorn left off, and she does it as if she were talking to you in your living room. Most of her chapters open with a personal story which illuminates her "humanness", very apropos considering her mission is to examine the "Human Element" and improve "Customer Experience".
"People Shock" is not just a "read", it's an action manual with "Action Questions and Steps" at the end of every chapter. As a great thinker once said, "Knowing is not enough... we must apply. Willing is not enough... we must DO".
My wife has owned a very successful restaurant for 34 years, but I convinced her to read "People Shock" and particularly to do Tema's "Customer Journey Mapping" and her "3P High-Level Maturity Assessment". Quite the "eye openers"!
I was extremely fascinated by Chapter 19 on "Change Management" as it seemed that Tema was speaking directly to my clients, especially her "Ease/Impact grid"... absolutely invaluable!
If more companies were to implement Tema's ideas in "People Shock", they would be immeasurably more successful!
She makes a strong case for her assertion that personal growth and professional development as well as organizational success are most likely to thrive in a workplace culture that is customer-centric. I agree with her advice to her reader: ' What all this boils down to is that using your systems, processes, and people interactions [both internally and externally] to create consistently great customer experiences, regardless of when and how your customers deal with you, is your best chance for long-term survival.'
These are among the dozens of passages of greatest interest and value to me, also listed to suggest the scope of Frank's coverage:
o Customer characteristics (Pages 18-19 and 27-28)
o Human behavior: Shopping patterns (20-28)
o Competition (21-22, 49-50, and 194-196)
o Growth stages (29-30, 43-44, 166-117, and 190-192)
o 3P Profit Formula (35-39-56-58, and 294-298)
o Feedback from front-line staff (38-39, 121-123, and 204-207)
o Customer complaints (86-88, 158-159, 161-167, 203-204, and 249-255)
o Human resources (125-126 and 261-262)
o Potential customers (133-135 and 13-143)
o Change management (258-264)
Frank also includes several instructive micro-case studies
o Indigo Books & Music (70-72 and 151-153)
o Mount Engadine Lodge (83-86)
o Jancoa Janitorial Services (96-98)
o Lake Shore Cryotronics (117-120)
o Oxford Properties (127-129)
o Vitamart (156-158)
o 'United Breaks Guitars' (162-164)
o BuildDirect (176-178 and 193-194)
o Beach resort (200-201 and 217-219)
o Corrosion and Abrasion Solutions (234-237)
o Softel (249-251
Many of those who read this book are now at work in companies that may claim to be 'customer-centric' but, in fact, are not'or at least not to the extent its leaders claim. All of the information, insights, and counsel that Tema Frank provides can be of substantial benefit to any organization, whatever its size and in nature may be. What she calls PeopleShock' can help any organization to survive, then become profitable, and over time sustain a high level of customer satisfaction if, (HUGE 'if') everyone involved collaborates on creating a great customer experience whenever there is an interaction. Here's the formula: People = Promise + Process + Process. Easy to specify, yes, but immensely difficult for a workforce to embrace as a way of doing business. Mutual respect and trust are the 'glue' in any culture of collaboration.
That reality prompts one final point I presume to share: Don't expect to create any customer evangelists if you have few (if any) employee evangelists.
When you start it, you don't want to stop before you get to the end, as the concepts developed inside are very useful and up-to-date.
It highlights the trilogy Promise-People-Process. In this era of extreme digitization, People Shock teaches the readers the importance of promises companies do their customers, stressing on the fact that the personal contact between the seller and buyer is still at its utmost nowadays for businesses willing to prosper and, that the addition of good processes indubitably lead to profits.
As a prospective business owner, I am sure I'll apply many of these concepts in my small business.
It was a pleasure reading it and, if you didn't get the chance to read it yet, I highly recommend it for you.
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