Summary: Organizations have been scrambling to hire "customer experience" officers and proclaiming that they are focusing more 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. Tema Frank will share her ideas on how to manage this PeopleShock. Tema is a customer experience & digital marketing pioneer. Her podcast, Frank Reactions, focuses on customer experience in the digital era. Tema has helped Bank of America, the Government of Alberta, the Royal Bank of Canada, and many small organizations improve their online & offline customer experience & marketing. Today's show is sponsored by Audible.com and Expert Insights. Audible.com is a leading provider of spoken audio entertainment and information. Listen to audiobooks whenever and wherever you want. Get a free book when you sign up for a 30-day free trial at audibletrial.com/businessgrowth. Expert Insights is a compilation of episodes from this show. Pick up a copy today on Amazon.com.
