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The Second Stage

The Second Stage

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April 25th 2016:Invest in Customer Experience: Profits Will Follow

In today’s customer-focused world, most businesses want happy customers to spread the viral word and increase brand reputation, but overall customer experience ratings are dropping. In fact, the founder of Frank Reactions podcast, Tema Frank, notes in her latest book, PeopleShock: The Path To Profits When Customers Rule, “sixty-one percent of consumers say they have switched service providers in the past year due to a bad service experience. Interestingly, 82 percent said that the previous provider could have done something to keep them from switching.” Why is this occurring and how do busines

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Tema Frank

Best-selling author, international speaker and consultant, Tema Frank, has over three decades’ experience in business & marketing strategy, usability testing, and customer experience improvement. She started using the Internet for e-mail in 1991 and put up her first website in 1995. She’s been immersed in the web world ever since. In 2001 she launched Web Mystery Shoppers Inc., one of the world’s first usability testing companies to do large sample-size, remote usability testing of websites & web-related customer experience. In 2012 she created the Frank Online Marketing Show, which has now become the Frank Reactions podcast, and extended her digital & customer experience (CX) consulting,
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