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 Université 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 May 2018...

Eco-Friendly Practices: The Greening of Your Bottom Line

There are strong moral and ethical reasons why a hotel should incorporate eco-friendly practices into their business but it is also becoming abundantly clear that “going green” can dramatically improve a hotel's bottom line. When energy-saving measures are introduced - fluorescent bulbs, ceiling fans, linen cards, lights out cards, motion sensors for all public spaces, and energy management systems - energy bills are substantially reduced. When water-saving equipment is introduced - low-flow showerheads, low-flow toilets, waterless urinals, and serving water only on request in restaurants - water bills are also considerably reduced. Waste hauling is another major expense which can be lowered through recycling efforts and by avoiding wastefully-packaged products. Vendors can be asked to deliver products in minimal wrapping, and to deliver products one day, and pick up the packaging materials the next day - generating substantial savings. In addition, renewable sources of energy (solar, geothermal, wind, etc.) have substantially improved the economics of using alternative energies at the property level. There are other compelling reasons to initiate sustainability practices in their operation. Being green means guests and staff are healthier, which can lead to an increase in staff retention, as well as increased business from health conscious guests. Also, sooner or later, all properties will be sold, and green hotels will command a higher price due to its energy efficiencies. Finally, some hotels qualify for tax credits, subsidies and rebates from local, regional and federal governments for the eco-friendly investments they've made in their hotels. The May issue of the Hotel Business Review will document how some hotels are integrating sustainable practices into their operations and how their hotels are benefiting from them.