Editorial Board   

Ms. Frank

Tema Frank

CEO, Frank Reactions

Tema Frank, Chief Instigator at customer experience consultancy Frank Reactions, has been pioneering online success for hotels and other businesses since 2001. She has over 30 years' experience in marketing, customer service, user experience testing and business strategy.

Ms. Franks clients have ranged from small B&Bs in France to large organizations like Expedia, Travel Alberta, Sabre Holdings, Cruise Ship Centres and the Alberta Motor Association. Using social media techniques before social media existed, Ms. Frank built an international panel of 75,000 mystery shoppers using no paid advertising. Her company's ground-breaking approach of having large numbers of prospective customers do usability testing of websites from their own computers changed the way websites are evaluated and gives clients great insight into how to increase web sales conversions.

Ms. Frank hosts the weekly Internet radio show (podcast), Frank Reactions on Customer Experience, which discusses how companies can meet (and exceed) the ever-increasing customer service expectations in our social media era. The podcast is available on iTunes, Stitcher and at her website.

Ms. Frank speaks at conferences internationally, and has taught Digital Marketing at the University of Alberta, at the Universite de Pau et des Pays de l'Adour in France, Grant MacEwan University, and in short courses for companies and government departments.

Ms. Frank's recently released second book, PeopleShock: The Path to Profits When Customers Rule, is an Amazon bestseller. Based on interviews with over 150 business leaders, the book argues that as more becomes automated, what's left for human interaction becomes even more important. Using case studies she shows how profitable customer experiences, come from improving relationships and processes for all the people involved, from suppliers to your front line to customers and beyond.

Please visit http://www.FrankReactions.com for more information.

Ms. Frank can be contacted at 1-866-544-9262 or tema@frankreactions.com

Coming up in August 2018...

Food & Beverage: Millennials Rule

The Millennial Generation has surpassed the Baby Boomers to become the largest living generation in America, and their tastes and preferences are being reflected in the Food & Beverage industry. In general, Millennials insist on more natural, healthier, less-processed food and beverage sources, and in part, this inspired the farm-to-table movement. However, now the trend is becoming even more pronounced and hyper-local. Millennials no longer simply want to know their food is farm-to-table, they want to know which farm, and where it's located relative to the community. As a result, hotel F&B directors are redesigning entire menus to feature area brewers, wineries, and family farms. Not only is this a proven way to satisfy Millennial tastes but it also opens the door for hotel guests to enjoy immersive experiences such as tours and excursions to local farms and breweries. Also, thanks in no small part to Millennials, coffee consumption is at an all-time high. In response, F&B directors are creating innovative ways to enhance the coffee experience for guests. Nitro-brewed coffee, cold brew, lattes on draft, and the introduction of unique milk options are part of this trend, as are locally sourced coffee beans where available. Millennial influences can also be found in the Craft and Artisan Cocktail movement where the same preferences for locally sourced and high-quality ingredients apply. One leading hotel even offers a drink menu featuring liquors infused with herbs recommended by experts for their health and well-being benefits. The August issue of the Hotel Business Review will document the trends and challenges in the food and beverage sector, and report on what some leading hotels are doing to enhance this area of their business.