Best-selling author and customer experience consultant, Tema Frank has worked in marketing, customer experience and business strategy for over three decades. In 2001 she founded Web Mystery Shoppers, the world’s first company to test omni-channel customer service: web, phone, chat, email and in-store. Using social media techniques before social media existed, she built a database of 75,000 “mystery shoppers” worldwide. Some of her clients have included Bank of America, the Royal Bank of Canada, Expedia, government departments,non-profits and businesses of all sizes.
An acclaimed international speaker, Tema has presented at events in the United States, Canada, France and Mexico. She has also taught graduate business and executive MBA students in English and French, and delivers custom courses for companies and associations.
Her industry-leading research has been featured in publications such as the Wall Street Journal, the Globe & Mail, User Experience, and Profit. Tema has appeared as a guest on many national and local news and business shows, and on many podcasts.
She launched her own podcast in 2012 (now known as the Frank Reactions Podcast on Customer Experience), when she began interviewing business leaders and experts on topics related to customer experience improvement, including the 3Ps of Promise, People and Process.
She recently published her 2nd book, PeopleShock: The Path To Profits When Customers Rule, which is already an Amazon business book best-seller.
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