Media
Tema Frank de Web Mystery Shoppers en francais Affaires Chez Nous
Tema Frank de Web Mystery Shoppers en francais Affaires Chez Nous
PeopleShock Book Launch - September 7, 2016
From the launch of the new book, PeopleShock: The Path to Profits When Customers Rule. Includes a reading/talk by author, Tema Frank
Podcast Launch Party Interview
Sherrell Steele interviewed businesswoman Mariana Konsolos about why she listens to business podcasts (and particularly to Frank Reactions), and Tema Frank about her podcasting and background. Video by Dave McQueen
Does or should work life balance exist?
CapitalIdeasEdmonton.com — Paul Gibson, Tema Frank and Eric Warnke share their thoughts on work/life balance. Paul Gibson of RedBrick Real Estate Services Inc., Tema Frank of Frank Online Marketing and Eric Warnke of Mover were on a panel entitled: "How do I balance work and life?" It was held at the Edmonton Journal on May 15, 2013 and was moderated by Karen Unland.
Canadas Best Employers for Women CBC interview mpg
Canadas Best Employers for Women CBC interview
What Top Industry Leaders Have To Say About Current UX Trends
Forbes, October 26, 2016Online
Interviewed for a Forbes Technology Council column.
Several articles for Hotel Business Review
Hotel Executive, October 31, 2016Online
URL: http://hotelexecutive.com/author/25
Articles include: What Your Net Promoter Score Isn't Telling You The Forgotten Folks Who Can Kill (or Help) Your Brand 13 Do's and Don'ts of Hotel Customer Service on Social Media 21 Customer Experience Touches that Add Up to Long-Term Loyalty What is Your Ideal Customer Really Looking For? How to Win Friends and Influence People on Twitter
Interview with Tema Frank
Seen and Heard in Edmonton, October 17, 2016Online
URL: https://seenandheardyeg.com/2016/10/17/episode-52-tema-frank/
podcast interview
10,000 Hours in 10 Minutes: Tema Frank on Understanding Website Usability
MediaShower, March 3, 2015Online
by Susan Jennings on 03/11/2015 Tema Frank of Frank Reactions is a pioneer in website usability testing. Tema’s expertise in the fields of marketing and corporate communications, along with her vast Internet experience, makes her advice and insight on this subject invaluable. She can help create strategies and action plans to get marketing and websites where they need to be for success. Tema recently took the time to speak with us about website usability and marketing.
Advice for Entrepreneurs
Capital Ideas (Edmonton Journal), July 28, 2014Online
URL: http://capitalideasedmonton.com/member-spotlights/tema-frank/
A selection of quotes from Tema Frank that were printed in the Edmonton Journal's Capital Ideas section. (There are also more recent ones.) Also has a video of my panel discussion on "Does or should work life balance exist?"
PeopleShock: The Path to Profits When Customers Rule
by Tema Frank
Essential Views Publishing
June 27, 2016
969873727
Canada's Best Employers for Women : A Guide for Job Hunters, Employees, and Employers
by Tema Frank
Frank Communications
January 1, 1994
969873700
What Works When?
Published by Quirk's Marketing Research Review
January 2, 2006
Article Abstract A look at the drawbacks and advantages of several methods of testing Web sites, from focus groups (online and offline) to lab-based usability testing and unsolicited customer feedback.
URL: http://www.quirks.com/articles/an-overview-of-web-site-assessment-techniques
Several Articles re Customer Experience at this Publication
Published by Customer Think
April 17, 2016
Titles include: Do You Worry About Your Organization Being Attacked on Social Media? From $20 to $500 Million: A Customer Experience Turnaround What Does Your Ideal Customer Really Want? As More Gets Automated, Is There Still A Role For People In Your Business? How To Convince Your Boss To Invest In Customer Satisfaction Hate Your Bank? This Big Bank Is Turning Around Customer Experience & Winning Loyalty The 10 Commandments of Customer Service on Twitter
Growth Could Kill Your Company!
Published by Duct Tape Marketing blog
Many companies that grow quickly eventually crash and burn. The skills and practices that created their success just can’t sustain it. What goes wrong in these growth situations?
Attribute Perceptions, Customer Satisfaction and Intention to Recommend E-Services
Published by Journal of Interactive Marketing
June 5, 2009
Co-authored with Adam Finn and Luming Wang Abstract Academic research has focused on the quality perceptions that drive customer satisfaction as the key to achieving e-service success. This paper develops a process-based model that relates perceptions of managerially actionable site characteristics to online satisfaction, which mediates the effects of site characteristics on intention to recommend e-services. A unique data set provided by Web Mystery Shoppers International Inc. (webmysteryshoppers.com), a market research supplier, enables the model to be refined using data from samples of responses to each of the competitive websites for one financial service, and then to be tested using similar data for another financial e-service and then for a travel eservice. The model, which accounts for most of the variance in online satisfaction and online intention to recommend in the fitted data, is largely confirmed on cross validation. Process evaluations and satisfaction mediate the effects of actionable website characteristics on intention to recommend e-services. © 2009 Direct Marketing
Biography
Best-selling author, customer experience consultant, and international speaker, Tema (rhymes with Emma) Frank released her second book, PeopleShock: The Path to Profits When Customers Rule, in 2016 and it quickly became an Amazon best-seller. Her first book, Canada’s Best Employers for Women: A guide for job hunters, employees and employers, was a business and careers best-seller when it was released two decades ago - an update is in progress. Frank has done many media appearances in English et en français, including on Canada AM, CBC National News, Radio Canada, and many local radio and television programs. She has also been interviewed recently on many podcasts. (Visit http://frankonlinemarketing.com/peopleshock-book/interviews-tema-frank/ to hear them.) A digital marketing pioneer, in 2001 she founded Web Mystery Shoppers International Inc., 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 the Royal Bank of Canada, Bank of America, Expedia, several government departments, and other organizations large and small. Her industry-leading research has been featured in the Wall Street Journal, the Globe & Mail and many other publications. Her weekly Frank Reactions podcast on customer experience can be found on iTunes or at http://frankreactions.com/show. She has also taught digital marketing strategy at universities in Canada and France. Elle a donné des cours en français et en anglais.
Recognition/Reconnaissance
TIAW Word of Difference Award | Personal
The International Alliance for Women (TIAW) World of Difference Award recognizes extraordinary individuals whose efforts have advanced the economic empowerment of women locally, regionally or worldwide. "Tema Frank has for three decades dedicated her considerable energy and service orientation to improve and enhance the role of women in the workplace. As a skilled researcher, she has championed the need to encourage women-friendly workplaces."
Additional Titles and Affiliations
Senator University of Alberta
Board of Directors Business Link
Board of Directors President LitFest Alberta
Past Talks
Unlock Your Company’s Full Profitability with Digital CX Integration Strategies
Digital Customer Experience Strategies Summit - DCX 2016
Chicago, September 13, 2016
Le service à la clientèle : Une des clés du succès
Rendez-Vous D'Affaires
Calgary, October 24, 2015
How Robots Can Help Your Staff Deliver Better Customer Experience
eTail Canada 2016
Toronto, May 17, 2016
Customer Experience Turnarounds: Strategies That Work
CXPA Insight Exchange
Atlanta, May 3, 2016