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People Shock: The Path to Profits when Customers Rule - Introduction Chapter

People Shock: The Path to Profits when Customers Rule - Introduction Chapter

By Tema Frank, Customer Experience & Usability Pro, Best-Selling Author of “PeopleShock”

Best-selling author and expert, Tema (rhymes with Emma) Frank has worked in customer experience, marketing, and usability testing for over three decades. In 2001 she founded Web Mystery Shoppers International, 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 instructor (in English and French), her industry-leading research has been featured in the Wall Street Journal, the Globe & Mail and other business and academic publications. Her love of interviewing comes through in her Frank Reactions podcast on customer experience.


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