Mr. & Mrs. Smith co-founders, Tamara and James Lohan first came up with the idea for a carefully curated collection of hotels after their first international trip as a couple turned out to be quite disastrous. The experience led them to write down every single thing they would want from a hotel. Those notes quickly became their business plan. What originally started as a guide book has now become Mr. & Mrs. Smith, a carefully curated collection of 1,000+ boutique and luxury hotels across the globe.

Mr & Mrs Smith quickly gained a cult following. The global travel club now caters to more than 1 million like-minded members in 100+ countries and counts tastemakers like Stella McCartney, Olivia Von Holle and Dita Von Teese as fans. The company now offers Smith24, a 24-hour customer service and booking support line and launched a “Family Hub” to highlight child-friendly hotels.

Listen in as Tamara and Monica discuss the trajectory of Mr & Mrs Smith, how she manages a team located around the globe, how to best tap into influencer marketing and why you have to balance the human and digital aspects of customer service.