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Frontline

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4-step guide to always saying yes to customers

Christine Trippi gives you a practical 4-step guide to always saying yes to customers. With over 30 years in the hospitality industry, Christine knows how to keep the customers happy!
March 24, 2022

How tech can enable a culture of coaching and self-improvement for the mobile workforce

Jami Kaliebe (VP for Scarlet Health) and Vinny Pacione (VP for Consumer Technology and Digital Solutions at BioReference Laboratories) are passionate about creating modern digital health solutions to their patients' unique needs.
March 12, 2022

How doing just one thing better at each stage of the employee lifecycle can help you get ahead

Few people know contact centers like Jeremy Hyde. He’s spent the bulk of his career helping companies like Medica and UCare, and now Sun Country Airlines, deliver an exceptional experience to customers. In his current role as Director of Customer Service, he supports an incredible 1,800 employees and 3 million passengers.
March 10, 2022

Customer success : ‘connecting the dots’ so every individual understands their impact

Dave Kohari has a passion for customer experience and a 25 year career spanning startups and global corporates. He’s currently VP of Customer Success at mobile workforce management software company Skedulo where customer success = company success.
March 7, 2022

Customer experience programs should be all about uncovering ‘the truth’

Ethan Andelman is the Marketing Executive for respected financial services firm Lendmark. He works with millions of customer touchpoints every day and understands how important it is to get the basics right.
March 4, 2022

Turn customer feedback into new business? It’s possible!

Chris Wong is passionate about helping New Zealanders manage their money, and his team at New Zealand Home Loans (NZHL) is out there every day supporting customers to get into their homes and manage debt.
February 28, 2022

Customer Service Lessons Learned From Covid

Whitnee Hawthorne, has been ‘piloting’ her way through a career in the travel industry and customer service at breakneck speed and even now is just taxiing down the runway at her next big opportunity as SVP of Travel Experience for TripActions.
January 11, 2022

SmileDirectClub on smiling and thriving at work

The Great Resignation is a hot topic right now, and there are many HR professionals and leaders looking to find the root causes and ways to retain their top talent within their own business. But instead of talking about ‘retention’ and ‘turnover’ and implementing over the top initiatives that gloss over what people are really looking for, we think Cheryl DeSantis, Chief People and Diversity Officer for SmileDirectClub, has a far better idea – and it comes from a much more human place.
March 24, 2022

Mitre10: 'nail' your customer service goals in 2022

Transforming a business from the inside-out only really gains momentum when those tasked with implementing the changes can truly say: “We’re with you all the way”. This is something Mitre10 New Zealand’s Head of People Experience Kirsten Riechelmann has experienced first hand in her 15 years of working with the country’s largest home improvement retailer.
December 30, 2021

5 Things You Can Do Today to Improve Your Customer Experience

‍How do we improve customer experience? How do we orchestrate those interactions that leave customers buzzing and coming back for more? We got some tips for you to help you along the way...
December 23, 2021

Working up a storm in the fitness 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…
December 15, 2021

Why is consistency core to Uber’s customer satisfaction success?

Adi Tobias, Head of Customer Experience for Uber across seven countries in Sub-Saharan Africa, believes getting the balance right between customisation and repeatability is core to designing customer centric processes and products.
December 1, 2021

HMSHost: The ‘connection’ that powers customer service at airports

With almost 40 years of retail brand experience leading some of the world’s most well-known and well-loved companies, including Blockbuster, Starbucks and Jamba Juice and now leading from behind the scenes as Chief Operating Officer for some of your favourite quick-stops at airports across the US, Joe Thornton knows that the fastest and most impactful way to make a difference to someone’s day, is to give them great service. 
December 1, 2021

5 counter-intuitive customer service secrets

Jerry Campbell’s frontline career credentials include both senior military and corporate positions; yet despite lived experience across those two very different environments, Jerry believes “The fundamentals of supporting a frontline team are always the same…” 
October 27, 2021

Set your service standard, and then build buy-in

As one of the biggest and most well-known brands in the world, Starbucks is on a mission “To inspire and nurture the human spirit - one person, one cup and one neighborhood at a time.” 
October 5, 2021

When world-class customer experience is the aim - personal and team motivation is key

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…
September 18, 2021

Creating the world’s most loyal travel community

The AirBnB platform connects 7 million listings in 91 countries; with an incredible 2 million customers staying at an AirBnB every night. For ordinary product owners, providing an exceptional experience when you have such huge variability in your product would be mission impossible...Liz calls that scale and variability “an interesting problem to solve…”. 
July 29, 2021

Service tips from the world’s most loved hotel brands

The inspiration for Charles’ book is a sad one, having lost a well-loved colleague suddenly – Jason had a contagious energy and passion for customer service, and made everyone he met feel like they matter with just one line: “Thanks for coming in today.”
July 1, 2021

Involving all five senses for a 5 star customer experience

For Lucy Gain and her sister Amelia, purchasing a large 5 star hotel in their early twenties wasn’t quite in their plan… until it was! The Queenstownn hotel’s numbers showed that it hadn’t been reaching its full potential, but the sisters were ready to take a calculated risk – confident that some quick wins could help turn the hotel around. 
June 17, 2021

35 years of frontline service wisdom

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.
June 9, 2021

Finding Your Purpose

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…
May 19, 2021

Cleaning up to reveal your frontline magic

how do you engage staff and customers alike to build a culture of pride and self-leadership and make those who are often working unsociable hours feel seen and valued? Lisa MacQueen, CEO of Cleancorp, knows the answer to that question better than anyone.
May 12, 2021

The Key to Value Creation: Your Frontline Employees With Rory Sutherland

In his Frontline Summit Keynote Rory Sutherland, Vice Chairman of the Ogilvy & Mather Group warns against undervaluing the human element in any business, especially the service industry.
May 3, 2021

Videos

Matt Brown

Matt Brown: She Is Not Your Rehab

She is Not your Rehab, My Fathers Barber

Matt Fairhurst

Matt Fairhurst: The Future of Deskless Work

Skedulo

Dr. Patti Fletcher

Dr. Patti Fletcher: Thriving Through Human Connection

Workhuman

Ish Cheyne

Leading yourself and business through challenging times

Les Mills

Bek Wall

It’s all about making customers feel ‘at home’...

AA Home

Farhad Ghafarzade

How great CX led to the trip of a lifetime - via proxy

Green Drop Garage

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