"Creating a culture of improvement is crucial because if employees aren’t receptive or willing to change, the quality, speed and accuracy of feedback is moot. It's all about turning gotcha moments into learning moments."
Joe Thornton
EVP/COO of HMS Host, former COO of Jamba Juice (also worked at Starbucks)
Learn more about
Joe Thornton
Joe Thornton is an operations executive and entrepreneur with 36 years of retail, executive management and human resources experience. He's a published author ("The Power Of Or: Choosing And Doing What Matters Most") and revered for his leadership across diverse fields including strategy development, project management, store re-engineering and consulting.
And...it comes with a ‘bonus pack’ containing additional tools, membership to the Frontline Magic community and early access to community events and additional resources.
"Building mastery in any frontline skill—customer communication, problem-solving, complaint handling, and so on—takes
time. It takes multiple coaching touches, repeated practice sessions, and consistent reinforcement. "
Anna Egan
Customer Experience Manager,
A1 Air Conditioning & Heating
