This is Tema Frank, author of People Shock, The Path to Profits When Customers Rule,

and you're listening to the Marketing Book Podcast.

Welcome to the Marketing Book Podcast, helping you keep up with the smartest thinking in the quickly changing field of modern marketing.

And now here's your host, Douglas Burdett.

Hello, thanks for joining me on the Marketing Book Podcast, which was named by LinkedIn

as one of 10 podcasts that will make you a better marketer in 2016.

My goal for this podcast is to help you discover new ideas about what's working in modern marketing.

Don't worry about taking notes. You can find links to everything discussed in the show notes at marketingbook podcast.com. Today we're joined by Tema Frank and we're going to

talk about her new book People Shock, The Path to Profits when customers rule. Tema Frank

has worked in marketing and customer experience related fields for over three decades.

In 2001, she founded Web Mystery Shoppers, the world's first company to assess multi-channel customer service.

Using social media techniques in the days before social media existed, she built a database of 75,000 mystery shoppers worldwide.

She has consulted to small to medium-sized businesses

and Fortune 500 companies in the US and Canada,

given highly rated talks and courses on customer experience, and hosts the weekly

Frank Reactions Podcast on Customer Experience.

TEMA, congratulations on People Shock, and welcome to the marketing book

podcast. Thank you it's an honor to be here. Oh well thanks for coming on and

loved your book and your book you said this book is about how you can leverage the

people factor to survive and thrive in our increasingly automated era.

And you said this book is about three things.

Survival, profits, and satisfaction.

...