99 STRATEGY | How to boost profits by focusing on customer satisfaction. w/Tema Frank.

Tema Frank, best-selling author, international speaker, teacher and customer experience strategy consultant, shares insights from her book PeopleShock: The Path to Profits When Customers Rule. Learn how to use Tema's "3P" Profit Formula to increase customer satisfaction, market share, and sales, while decreasing costs and employee disengagement. 

About Tema Frank


Best-selling author and expert Tema Frank has worked in marketing and customer experience for over three decades.

In 2001 she founded Web Mystery Shoppers, the world’s first company to test multi-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.

Clients have included Bank of America, Expedia, the Royal Bank of Canada, government departments, non-profits and businesses of all sizes.

An acclaimed international speaker, Tema (whose name rhymes with Emma) 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 news and business shows, and on many podcasts.

A podcaster since 2012, she interviews business leaders and experts on the Frank Reactions Podcast on Customer Experience.

PeopleShock is Tema’s second book. Her first book was the best-seller Canada’s Best Employers for Women: A Guide for Job Hunters, Employees & Employers.  Tema Frank can be found on Twitter @temafrank, LinkedIn, or at http://frankreactions.com.