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PeopleShock by Tema Frank is the latest in a long line of business leadership books. This one is useful. Very useful.
In 316 pages Tema gives the why and how increasing profits in a business. OK, so that’s a little too crass and simplistic. She targets CEOs, but this book is mainly business management, some leadership and a lot more marketing than management or leadership books usually contain. It has excellent honestly, acknowledging that a company’s primary goal is to make money.
PeopleShock looks at the three Ps of customer service and how getting these right lead to increased profits. Again that’s sounding more money-crass than the book really is, but I’ve broken it down to its base premise.
Expanding the book’s scope back out, reading this book will show you exactly how to make happy customers. Happy customers who spend money. PeopleShock is broken into three parts; one for each of the Ps. Promise, people, and process. Tema describes the wrongs and rights for each P, with examples and anecdotes from local and large organizations. I love the personal experiences. She even includes her own early email fail. My heart pounded as I read that story. For all of who’ve only used services like MailChimp, you will never understand how complex and risky early bulk email was.
Who Should Read PeopleShock?
There are few executives who can’t get anything from PeopleShock. Customer service is a newish concept to business academia and many multinational corporations still consider it an expensive cost center. Tema links the benefits back to models, modernizing a lot of what you’re read and learn in school.
Even if you’re still aspiring to play with the big kids, you’ll get much from this book.