In today’s customer-focused world, most businesses want happy customers to spread the viral word and increase brand reputation, but overall customer experience ratings are dropping. In fact, the founder of Frank Reactions podcast, Tema Frank, notes in her latest book, PeopleShock: The Path To Profits When Customers Rule, “sixty-one percent of consumers say they have switched service providers in the past year due to a bad service experience. Interestingly, 82 percent said that the previous provider could have done something to keep them from switching.” Why is this occurring and how do businesses evolve to meet these increased customer standards and expectations? To help us explore this topic further, we have asked Ms. Frank to join us to share her insights, having over three decades of experience in marketing strategy and customer experience improvement. We will also touch on the higher expectations of employees today, and how this factors into the customer experience.
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