Customer experience leaders know that the brands with the best experiences win.
However, winning with experiences keeps getting harder. Customer expectations are going up with brands like Amazon and Netflix setting the bar. Brand loyalty is going down as consumers are met with more choices and switching costs are lower than ever.
Frontline leaders know that awesome customer experience starts at the frontline.
If you’re in a service business, you’re reliant upon hundreds, maybe thousands of frontline employees to deliver experiences to your customers everyday. And there’s a certain magic that makes the difference between an experience that is average and an experience that makes a customer go “Wow!” - we call that “Frontline Magic”.
Frontline Magic is brought to you by AskNicely. For the past 5 years we have been working on understanding the science and the psychology behind what it takes to motivate frontline performance. What it takes to create behavior change. What it takes to empower people to bring their best and be their best for every customer, every day.
The Frontline Magic platform aims to share the best playbooks, magic tricks, and innovations we have gathered from top frontline leaders. So that together we can all learn a little bit more about what it takes to make every customer experience awesome.