Tema 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?
