Coaching

Wendy Miller, Senior VP of Customer Success at Ruby, is passionate about building customer-focused organisations that enable frontline teams to create strong and lasting client relationships while maximising company profitability.

“Workout hard and be nice” is the simple yet powerful mantra of leading fitness brand Barry’s Fitness Studios, encapsulating the culture and reinforcing the values that have made this global business as successful as it is today with more than 82 locations around the world.

Mel believes her greatest success is that she’s proven that it’s possible to become the best version of yourself and to create change and inspire others, even without a ‘formal’ education in the fitness industry. Her interview with us is a testament to her tenacity, leadership style and ability to build her business by building others up to be their best…

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. It’s like climbing a ladder.

Before we can understand the connection between EX and CX — we must first understand the key differences. The first difference Mike highlights is the balance of power. Think about the good old saying “The customer is always right”. When you apply that to the employee, it doesn’t have the same ring.

 Les Mills is a company that is crystal clear on its vision: “50 years ago, we had a dream — to make humans fit for life. We bring the world’s best music, moves, and instructors together to create life-changing fitness experiences, powered by science.”

Greenix is a company that cares about its customers and the team loves what it does. But...Mitchell acknowledges that pest control might not be everyone’s first job choice and that frontline roles aren’t always the easiest roles. He believes that as a leader, you can’t apologise for that, but he does have plenty of ideas around how to keep yourself and your team motivated…

Sally Coates, CEO of Retail Mentors, fell in love with the retail industry at just 11 years old. Tenacious and ambition, she set out to identify people who could help her land a job in her dream industry. She didn’t know it back then – but what she was actually doing was looking for mentors. 

Leaders challenge their people to put themselves in the customer's situation and give them the freedom to get creative and take action. “What would the customer want, appreciate and value if you did it? Sometimes that costs us a little money to fix problems that we don't pass onto the customer.

If you asked Matt Brown, founder of “My Father’s Barber” what his occupation was, he’d tell you that he was a barber, hair artist, and educator. But if you asked Matt what his purpose was, he’d give you a very different answer…

In an exclusive presentation from the AskNicely Frontline Experience Summit, Horst reveals his key to success: his frontline employees.

At the Frontline Experience Summit Laurie Reuttimann's key note dug into the relationship between happy and engaged frontline employees, and the output of an organization.