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TLW 681: How To Create Awesome Customer Experience with Tema Frank

September 22, 2016 by mariegraceberg

tlw-681-with-tema-frank

A best-selling author and expert, Tema Frank has worked in customer experience, marketing, and usability testing for over three decades. In 2001 she founded Web Mystery Shoppers, the world’s first company to test omnichannel 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. Clients have included Bank of America, Expedia, the Royal Bank of Canada, government departments, businesses and non-profits of all sizes.

An acclaimed international speaker and teacher, her industry-leading research has been featured in the Wall Street Journal, other business and academic publications. Her love of interviewing comes through in her own podcast: Frank Reactions on Customer Experience. To learn more, visit www.frankreactions.com

In this episode:

03:58 – Tema tells us about her unique story

10:36 – Tema busts myths about starting your own business

16:14 – The steps that Tema took to starting her business

22:50 – How does Tema weave her story in her writing

23:41 – What kind of personal stories does Tema share with her audience

25:40 – The one thing that you can do today to get started on your business

27:35 – Tema talks about her program and what results you can expect from it

Resources mentioned in the podcast:

Prestopod

Frankreactions.com

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