372: People Shock: Increase Customer Satisfaction By Blending Automation and the Human Factor with Tema Frank

Tema Frank is the author of PeopleShock: The Path To Profits When Customers Rule and hosts the Frank Reactions Podcast on Customer Experience. Her clients have included Fortune 500 companies, such as Bank of America and Expedia, as well as governments, small businesses and non-profits. A highly rated speaker and educator, Tema's talks have delighted audiences and event organizers in the US, Canada, France, South Africa and Mexico.

In our discussion, we talk with Tema about the improtance of talking to and listening to your customers, how Facebook, automation, and artificial intelligence have changed the game, and how you can succeed MORE as a small business compared to larger businesses.