People Shock: MRIA Luncheon Speaker Event

IF CUSTOMER EXPERIENCE IS KING, MARKET RESEARCH IS THE POWER BEHIND THE THRONE: HOW TO HELP YOUR ORGANIZATION SURVIVE PEOPLESHOCK

A Marketing Research and Intelligence Association (MRIA) Alberta Chapter Event

Sponsored by ATB Financial

Customer experience is today’s competitive battlefield. According to Gartner research, 89% of companies expected to be competing mostly on the basis of customer experience this year, versus 36% saying that six years ago. But customer satisfaction levels are dropping. Why? And how can you help your company or clients improve?

Tema Frank, author of PeopleShock: The Path to Profits When Customers Rule, and founder of the world’s first omnichannel customer service testing company, Web Mystery Shoppers, believes that great customer experiencestarts with great market research. The challenge is getting employers and clients to see it that way.

In this presentation you will learn:

• The 3P Profit Formula that companies must master to succeed in our customer-driven era
• Where market research fits in to the process
• How you can use your market research skills to win allies throughout your organization (or your client’s) and help it improve.

Sponsored by ATB Financial, everyone attending will receive a signed copy of Tema’s book, PeopleShock: The Path to Profits When Customers Rule

This book was based on four years of research and interviews with over 150 business leaders, researchers and customer experience experts. You can hear many of these interviews on the Frank Reactions podcast (http://frankreactions.com/show or on iTunes).

Registration on the MRIA Portal:

https://www.mriaportal.ca/imislive/mria/Events/Event_Display.aspx?EventKey=AB160927

Note: There are two events, held in Edmonton (Sept.27) and Calgary (Sept.29). Be sure to register for the event in your preferred city.