In today's omni channel, social media era, great customer experiences are key to success. But how do you deliver them? We've been the Omnichannel Customer Service Experts since 2001. We'll help you:

1. Get Customers So Happy They’re Selling For You

You may have heard of the Net Promoter Score (NPS). The research behind it found that long-term success is linked to what proportion of your customers say they would recommend you to a friend. But how do you get a high NPS? And how do you keep it high? We use tools such as customer journey mapping, voice of the customer (VOC) assessments, user experience testing and more to find out what really matters to your customers and whether you are delivering it.

2. Inspire Staff To Peak Performance

You need happy staff if you want to have happy customers. But too often organizations struggle with getting staff to cooperate and give their best. We can work with you to break down silos, overcome staff cynicism, and streamline processes to make them more staff and customer-friendly.

3. Show A Clear ROI To Your Boss and Investors

You may understand the importance of great customer service in our digital and social media era, but many bosses don’t. We’ll help you sell new digital marketing and customer experience strategies to your boss to get buy-in. And we’ll give you the tools and expertise that will help you get an excellent return on investment (ROI) – something every boss wants to hear!


We’ve worked in many industries, from e-learning software suppliers to box manufacturers. But we have particular expertise in these areas:

FINANCIAL INSTITUTIONS. Tema Frank started her career in the banking industry, and has worked with many major financial institutions including Bank of America, the Royal Bank of Canada, ING Direct and many major U.S. insurance companies.

TRAVEL & HOSPITALITY. We’ve worked with hotels in France and Canada, with travel agencies in the U.S., U.K. and Canada, cruise suppliers, and tourism marketing agencies. Tema is on the editorial board of the Hotel Business Review and writes regularly about customer experience in the industry.

GOVERNMENT. Sometimes it’s about informing, not selling. We’ve done several projects with Government departments, helping them understand citizen perceptions and better meet their needs.


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 & omni channel customer service. (Testers work from their own computers, giving page by page feedback on their experience on the site. They can also test all other customer service touches). Typical projects have 30 – 300 testers visit the site to provide in-depth user experience information and recommendations for clients.

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, speaking and teaching services.

She is also author of the best-selling book, Canada’s Best Employers for Women: A guide for job-hunters, employees and employers, and is currently working on her 2nd book, PeopleShock: Why People Matter More Than Every in the Digital Era & How That Changes Business.

Tema has lived in several Canadian cities, and in the Netherlands, France and Mexico. She is fluent in French and English. (And speaks tiny bits of Spanish and Dutch.)

Her first name rhymes with Emma.

Her team collaborates with other experts as needed on client projects.