Editorial Board   Guest Author

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 September 2019...

Hotel Group Meetings: Uncommon Destinations

The last few years have been good to the Hotel Group Meetings industry and that trend is expected to continue into 2019. Planners are brimming with confidence due to an expanding economy and increased job creation, which typically results in a boost in corporate meetings. Given this promising outlook, planners are trying to outdo themselves to satisfy the high expectations of their clients. One notable trend is to integrate unusual settings into the meeting experience, hosting groups at local zoos, aquariums, museums, event centers, or other outdoor facilities. The goal is to embrace uncommon destinations, rather than a typical hotel conference room, so that meetings can be memorable, unique and stimulating. This is also part of another trend which is to support all things local - from hosting events at landmark city venues; to catering through local restaurants, food trucks and microbreweries; to hosting off-site excursions like agri-tours, athletic events or scenic 5k routes. However, though the setting might be spectacular, there are still some bedrock components that must be provided to ensure a successful meeting. Free, high-speed Wi-Fi is still one of the most requested services. Planners have to make sure that a comprehensive communication infrastructure is in place so clients can easily connect - and stay connected - to the network throughout the entire meeting experience. Also, technology tools can be used to streamline the booking, registration, and check-in process, and Radio Frequency Identification (RFID) materials can be utilized to ensure seamless access to conference events. There are also numerous software tools that encourage audience participation, as well as integrating polls, Q&A, surveys and games into speakers' presentations. The September Hotel Business Review will examine issues relevant to group meetings and will report on what some hotels are doing to promote this sector of their operations.