Customer Service Success in the Omnichannel Era
About Tema Frank
Let’s get your first question out of the way: the name Tema rhymes with Emma. It was my grandmother’s name. She was from Minsk or Pinsk in Belalrus.
Now to the bio…
Best-selling author, international speaker, teacher and business consultant, Tema Frank has over three decades’ experience in marketing strategy, usability testing, and customer experience improvement.
Her recent book, PeopleShock: The Path to Profits When Customers Rule, was a finalist for the 2016 Best Book Awards and quickly hit Amazon bestseller status. Based on four years of research and in-depth interviews with 150 business leaders and thinkers, it has been praised by the likes of Patrick Doyle, CEO of Dominos Pizza, and authors Shep Hyken and Jay Baer.
A digital marketing pioneer, Tema started using the Internet for e-mail in 1991 and put up her first website in 1995. She’s been immersed in the web world and its potential to make lives better for businesses and customers ever since.
In 2001 she launched Web Mystery Shoppers Inc., the world’s first company to do “omnichannel” customer experience testing. Using social media techniques before “social media” existed, she recruited a panel of 75,000 mystery shoppers worldwide.
Groups of 30 – 300 people demographically matched to the clients’ target market do remote usability testing of websites & web-related customer experience. Testers work from their own computers, giving in-depth page by page feedback on the user experience on the site. They also test all other customer service channels, such as live chat, telephone, social media, and in-store.
Tema Frank started podcasting in 2012, and is the host of the highly-regarded Frank Reactions Podcast On Customer Experience.
Her research and thoughts have been quoted in the Wall Street Journal, Forbes, the Globe & Mail, as well as academic publications, books, newsletters, blogs and many podcasts.
She is also author of the best-selling book, Canada’s Best Employers for Women: A guide for job-hunters, employees and employers, which is currently being updated.
Tema has lived in several Canadian cities, as well as in the Netherlands, France and Mexico. She is fluent in French and English. (And speaks tiny bits of Spanish and Dutch.)
We also collaborate with other experts as needed so we can always bring you the best experts on your projects.