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?

And so much more.

How to connect with Tema Frank online:

• Tema Frank's Website
• Frank Reactions Podcast
• Tema Frank on Facebook
• Tema Frank on Linkedin
• @temafrank

Great quote from Tema Frank: "You’re not going to have happy customers if your staff aren’t happy." - @temafrank

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