Oct 5, 2016, is World Customer Experience Day.
To celebrate the Alberta Venture Factory, in association with the Business Link, is hosting an evening with Tema Frank – author of the best-selling PeopleShock: The Path To Profits When Customers Rule. Please join us as we discuss customer service strategies in the digital era. Register now for this free event and the opportunity to learn more about digital marketing and online approaches to engage your customers.
Topics and questions touched on include:
- What is 360 degree customer experience, and how does it differ from traditional customer service?
- Where to look to determine if you have a brewing customer experience problem
- Customer journey & related process mapping
- How to gather the relevant customer data to help you determine specific change priorities
- How to get internal buy-in for making changes
- Social media planning, monitoring & damage avoidance/control
- Tools and metrics for monitoring and improving
*Light snacks and refreshments will be served. Please notify us of any dietary restrictions.
More about Tema Frank:
Best-selling author and business consultant, Tema Frank has worked in marketing, customer experience and business strategy for over three decades. In 2001 she founded Web Mystery Shoppers, the world’s first company to test multi-channel 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, ING Direct, Bank of America, government departments, travel organizations, non-profits and businesses of all sizes.
An acclaimed international speaker, Tema (whose name rhymes with Emma) has presented at events in the United States, Canada, France and Mexico. She has also taught graduate business and executive MBA students in English and French, and delivers custom courses for companies and associations.
Her industry-leading research has been featured in publications such as the Wall Street Journal, the Globe & Mail, User Experience, and Profit. Tema has appeared as a guest on many national and local news and business shows, and on many podcasts.
She launched her own podcast in 2012 (now known as the Frank Reactions Podcast on Customer Experience), when she began interviewing business leaders and experts on topics related to customer experience improvement, including the 3Ps of Promise, People and Process.
PeopleShock is Tema’s second book. Her first was the best-selling, Canada’s Best Employers for Women: A Guide for Job Hunters, Employees & Employers, which will be updated in 2017.