Tema Frank
Tema Frank
Tema Frank, Chief Instigator at Frank Reactions, is a pioneer in assessing multi-channel customer experience. She was testing omni-channel customer service with her 1st company, Web Mystery Shoppers, before "omnichannel" was a thing! Hers was one of the world's 1st companies to do real-world testing of online and offline customer service & usability. A best-selling author & highly rated international speaker, she hosts the Frank Reactions podcast, and is the author of the new book PeopleShock: The Path to Profits When Customers Rule. Get the 1st chapter free at http://peopleshock.com .
Time to Stop Obsessing Over Your Net Promoter Score (NPS)?
In my recent interview with Bill Lee, author of The Hidden Wealth of Customers, he said a surprising thing for a customer loyalty advocate: “I sometimes...
Want Your Staff To Care About Customer Service? Care About Your Staff
Staff Satisfaction is Key To Customer Satisfaction To deliver great customer service, one of the essential ingredients is what your staff are doing, online and...
The 10 Commandments of Customer Service on Twitter
Frank Reactions recently tested 104 companies that had Twitter accounts on how long it took them to answer a tweet for help. Here are...
Improve Your Customer Service With Journey Mapping, Process Improvement & The Right Technology
Delivering great customer service (or even consistently good customer service) doesn't happen by chance. Customer journey mapping and implementing the right processes are key....