Inhaltsangabe
What Computers Can't Replace: The Secret to Success in Our Digitized World
This book is for CEOs and other leaders who want better results. The Internet, artificial intelligence and robotic technologies make this a time of incredible opportunity. But they also enable nimble new competitors and cranky customers who use social media to magnify your every misstep.
Organizations that survive and thrive will be those that are best not only at using automation, but also at leveraging the human factor to improve staff and customer experiences.
Despite huge technology investments, customer satisfaction is going down, not up. Based on in-depth interviews with over 150 business leaders and experts, PeopleShock combines case studies, data and actionable advice to help organizations succeed in the new economy.
Customer experience and digital marketing pioneer, Tema Frank, shows you how to use a new 3P Profit formula to thrive in a hyper-competitive world:
Promise - How can you develop one that inspires staff and customers?
People - How do you connect effectively with people inside and outside your organization?
Process - What must you change internally to deliver on a promise of great customer experiences externally?
PeopleShock gives leaders a common frame of reference to get all departments talking and working together. Executives often see themselves as competitors for resources, but they must collaborate to meet the omnichannel challenge presented by today's buyers. Prospects research online before they even talk to you. They expect your organization to work seamlessly as they move among the web, phones, stores, sales meetings, email and live chat. They don't want to wade through your bureaucracy. This book includes advice about how to break down silos and win support from other departments so you can meet those customer expectations.
You may be feeling pressure and unease from digital marketing and social media. You've heard horror stories about companies doing the wrong thing on social media and you're worried about becoming the latest online disaster story. Your head may be spinning from the pace of change in online technologies. You know digital media are important but you aren't sure what that means for your business and how you can minimize the risks and maximize the benefits. The book discusses that too.
You may be feeling pushed by young employees who feel less loyalty to their employers and are demanding new ways of doing things. You are worried about how your employees' online activities might reflect on your organization. But like it or not, this is the new workforce reality you have to deal with. If your workers are not happy, your customers won't be either.
Fundamentally, this book is about three things:
1. Survival. Without understanding customer experience and the people and processes behind creating consistently great ones, you are doomed. (Sorry to start with the bad news.)
2. Profits. This is a moment of great opportunity for companies that really come to grips with PeopleShock. The people factor is hard. But that very difficulty is why, if you get it right, you'll come out on top.
3. Satisfaction. Not just for your customers and staff, although those are what the book focuses on. We are talking about YOU. If you have happy staff, customers, suppliers and investors, you will be a happier person too.
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