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What is the ultimate competitive advantage in the digital age?
Find out by listening on-the-go to Episode 64, as we speak with Tema Frank, Chief Instigator at Frank Reactions. She is a customer experience, digital marketing, and usability testing pioneer who put up her first website in 1995, and founded the world’s first omni-channel customer service testing firm, Web Mystery Shoppers, in 2001.
Tema is also a best selling author. Her second book, People Shock, The Path to Profits When Customers Rule will be published in May, 2016.
You’ll find out about:
- How the “Amazon Effect”is causing customer expectations to rise
- Less obvious changes to look for that can signal customer dissatisfaction
- Three ideas for creating a strong competitive foundation in the digital age
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Tweet ThisAbout Tema Frank
Tema Frank is Chief Instigator at Frank Reactions. She is a customer experience, digital marketing, and usability testing pioneer who put up her first website in 1995, and founded the world’s first omni-channel customer service testing firm, Web Mystery Shoppers, in 2001. Tema is also a best selling author and will be releasing her second book, People Shock, The Path to Profits When Customers Rule, in May of 2016.
Tema’s clients have included Bank of America, several government departments, Progressive Insurance, Cruise Ship Centres, ING Direct, the Royal Bank of Canada, and other financial, travel, retail & non-profit organizations. She also shares her knowledge at universities in Canada and France and through her own weekly podcast, Frank Reactions Read more about Tema Frank
Resources Mentioned in This Episode:
- Read more about Tema’s new book, PeopleShock
- Listen to the Frank Reactions Podcast
- Watch our 84-second video about How to Review Growth Igniters Radio on iTunes
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Episode 64 Transcript
For your convenience, we’ve transcribed this conversation, with minor edits for written clarity. Read the transcript.
