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Chapter 2

Do One Thing Better

with
Scott Runkel
Former VP, Customer Experience, A&R Blocks
WHAT'S INSIDE?
Chapter 2
Do One Thing Better
In this chapter, we’ll reveal how to reinforce your services standard every day so people don’t forget your expectations and become better frontline workers.
We will also discover how...

• To turn your service standards into goals and empower your employees to live it every day

• You can use small wins to drive out-size gains

• Ritualize improvement

Get the book
Chapter 2
How to set your service standards
"It's important that teams see a connection between the work that they’re doing, their team goals, and the highest level company goals so they know their work matters."
In this chapter, we’ll reveal how to reinforce your services standard every day so people don’t forget your expectations and become better frontline workers.
We will also discover how...

• To turn your service standards into goals and empower your employees to live it every day

• You can use small wins to drive out-size gains

• Ritualize improvement

Get the book
“It's so important that teams see a connection between the work that they're doing, their team goals, and the highest level company goals so they can see that while we may be facing some chaotic times, their work and what they’re doing today matters.”
Scott Runkel
Former VP, Customer Experience, A&R Blocks
Learn more about
Scott Runkel
Scott Runkel operates at the intersection of human behavior, design and data in order to build experiences that change processes, teams and lives. He's done this work—relationship-building, UX design and delivery, team-building, process creation—for companies moving into new worlds of technology and human experience, from starting up HP’s first user-centered design consulting practice, to launching Carter’s e-commerce channel and leading the creation of Whirlpool’s cross-platform Smart Grid digital platform. Today, he helps cutting-edge companies establish human-centered cultures across teams and continents to build digital experiences that matter.
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.
Get the book
Other contributors to this book
Chapter 5
"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
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Chapter 6
"Frontline workers are an enviable resource for businesses..."
Devin Murphy
SVP of Operations, Barry's
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Chapter 6
"Demystify corporate purpose and performance..."
Cheryl DeSantis
Chief People and Diversity Officer, SmileDirectClub
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