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