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Chapter 3

Get Feedback to the Frontline

with
Joe Thornton
EVP/COO of HMS Host, former COO of Jamba Juice (also worked at Starbucks)
WHAT'S INSIDE?
Chapter 3
Get Feedback to the Frontline
In this chapter, we’ll reveal how frontline leaders collect customer feedback directly after each moment of truth.
We’ll also explore how to… 
  • Triage, analyze and systematize feedback

  • Turn discordant noise into actionable insights

Get the book
Chapter 3
How to set your service standards
"Cultivate a culture of learning and improvement..."
In this chapter, we’ll reveal how frontline leaders collect customer feedback directly after each moment of truth.
We’ll also explore how to… 
  • Triage, analyze and systematize feedback

  • Turn discordant noise into actionable insights

Get the book
"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.
Bring out the best in your frontline teams
If you're a frontline leader - the book is FREE!
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.
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Other contributors to this book
Chapter 4
"Frontline employees are the people who live and breathe the customer experience."
Charles Ryan Minton
General Manager and Author, Fort Lauderdale Marriott Hotels
View author >
Chapter 6
"Set key metrics and share performance results daily..."
Jerry Campbell
Director, Consumer Services Service Now
View author >
Chapter 1
“The service standard you set should be easy to understand, and even easier to follow...”
Christine McHugh
Former VP of Customer Service for Starbucks, Author
View author >