 Create Frontline Magic

 The Seven Daily Habits of World Class Frontline Teams

This isn’t ‘just another book on business’

...there are enough of those. Creating Frontline Magic will inspire fearless frontline leadership at a time when frontline work has never been as important. It’s a must-read manual, focusing on how some of the world’s biggest brands create exceptional customer experiences; and how you can too - by empowering your frontline teams. Understand why empowered frontline teams matter and then create your own by applying seven habits from seven powerful truth-talking chapters.

What's inside?

We’ve distilled game-changing knowledge and experience from renowned frontline leaders into a powerful FREE book for frontline professionals.

DISCOVER

Customer success
secrets

APPLY

Practical processes
and tools

LEARN FROM

Memorable stories

ACCESS

Latest insights

"Demystify corporate purpose and performance..."

Cheryl DeSantis

Chief People and Diversity Officer, SmileDirectClub

"Frontline feedback should be funneled directly to a company’s operations department with no delays. "

Founder and CEO, GYMGUYZ

"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. "

Customer Experience Manager, A1 Air Conditioning & Heating

Chapter 2

"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."

Scott Runkel

Former VP, Customer Experience, A&R Blocks

Chapter 6

"Frontline workers are an enviable resource for businesses..."

Devin Murphy

SVP of Operations, Barry's

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

Other contributors to this book

Chapter 3

"Cultivate a culture of learning and improvement..."

Joe Thornton

EVP/COO of HMS Host, former COO of Jamba Juice (also worked at Starbucks)

Chapter 6

"Frontline workers are an enviable resource for businesses..."

Devin Murphy

SVP of Operations, Barry's

Chapter 2

"Connect service standards and goals..."

Jeremy Hyde

Director, Customer Service Sun Country Airlines

All the contributors

Founder and CEO, GYMGUYZ

SVP of Operations, Barry's

Charles Ryan Minton

General Manager and Author, Fort Lauderdale Marriott Hotels

Former VP, Customer Experience, A&R Blocks

Customer Experience Manager, A1 Air Conditioning & Heating

Cheryl DeSantis

Chief People and Diversity Officer, SmileDirectClub

Christine McHugh

Former VP of Customer Service for Starbucks, Author

Ex. VP of the Magic Kingdom, Disney, Executive Coach

Director, Consumer Services Service Now

Director, Customer Service Sun Country Airlines

EVP/COO of HMS Host, former COO of Jamba Juice (also worked at Starbucks)

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.