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Create Frontline Magic

The Seven Daily Habits of World Class Frontline Teams

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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.
Customer success
Practical processes
and tools
Memorable stories
Latest insights
Chapter 4
"Gold stars are for everyone..."
Dan Cockerell
Ex. VP of the Magic Kingdom, Disney, Executive Coach
Chapter 6
"Set key metrics and share performance results daily..."
Jerry Campbell
Director, Consumer Services Service Now
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
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
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 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
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