ITT 129: How to Utilize the Three P's of Profit with Tema Frank

Tema Frank In The Trenches Tom Morkes

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Tema FrankTema Frank is the author of PeopleShock: The Path to Profits When Customers Rule and, today, we're talking about how we should treat our customers, how we should allow them to influence our products/services, and how it all works together to generate more revenue.

In this broadcast, Tema Frank and I talk about:

  • The background of PeopleShock and why customers should rule
  • The difference between customer service and customer experience
  • Tema’s Three P’s of Profit
  • How you should communicate your promise to your customers
  • When you should get your customer involved in your decision-making process
  • How to determine your customers’ needs when you don't already have existing customers
  • Should you get feedback from your existing customers or your prospects?
  • The biggest customer experience mistake businesses make
  • Why you’re probably not as good at customer service as you think you are
  • How can a small business know when they’re doing something wrong?

And so much more.

How to connect with Tema Frank online:

Great quote from Tema Frank:

"You’re not going to have happy customers if your staff aren’t happy." - @temafrank

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