Frontline Magic Podcast

In this episode, we talk to Horst Schulze, Co-founder at The Ritz-Carlton, about motivating the frontline team and the secrets of what it truly takes to build a purpose-led workplace that sets up your team for success.

Read the summary blog post and watch his talk from the Global Frontline Experience Summit: https://www.frontlinemagic.org/post/how-the-ritz-carlton-build-success-from-the-frontline-up

“Workout hard and be nice” is the simple yet powerful mantra of leading fitness brand Barry’s (fitness studio), 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.

We spoke to Devin Murphy, the company’s Senior Vice President of Operations, to find out more about how she ensures ‘Barry’s’ continues to ‘flex’ its customer success muscles.

Read the summary blog post and watch her talk from the Global Frontline Experience Summit: https://www.frontlinemagic.org/post/barrys-bootcamp-how-to-grow-your-customer-service-gains

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.

Read the summary blog post and watch her talk from the Global Frontline Experience Summit: https://www.frontlinemagic.org/post/smile-direct-on-smiling-and-thriving-at-work

Head of People Experience, Kirsten Riechelmann, has worked for New Zealand’s largest home improvement retailer, Mitre 10, for more than 16 years. The co-operative comprises 84 locally owned and operated stores, with owners who are passionate about providing great service to New Zealand's home improvement and gardening enthusiasts. Kirsten’s challenge? Rallying all these stakeholders around positive changes that keep the group ‘one step ahead’ when it comes to customer experience.

Kirsten spoke at our Global Frontline Experience Summit 2022 in an insightful mini-talk session. If you missed the summit, don't worry! All of the powerful sessions are available here: https://www.frontlinemagic.org/

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… tune in to hear more.

You know you’ve made it in business when your company name is used to replace a noun - in this case ‘taxi’. “Call an Uber…” has become part and parcel of our urban lexicon, yet despite drivers in more than 85 countries around the world, a lot of the success stories we hear originate from the US.

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

Adi’s passion is creating repeatable customization and personalization that hits the mark again...and again...and again. We caught up with her about designing experiences for a ‘5* rating’.

(Spoiler alert – you’ll hear that term repeated a lot in the full interview!)

Join our movement to make every customer experience awesome - www.frontlinemagic.org

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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 favorite 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.

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“Mindset is everything…” is Josh York’s favourite quote. As CEO of one of the world’s fastest growing fitness companies, GYMGUYZ, a best-selling author and founder of the Fuel your Drive podcast, he’s living proof of what a positive mental attitude and hard work can help you accomplish.

This hard-hitting interview is full of inspiration and motivation to build your biceps… and business.

Love it? Remember to give it a rating! And join the community for more... www.frontlinemagic.org

This Podcast is brought to you by AskNicely

Anna Egan has deep experience in the fields of customer experience, sales, coaching and training. Her product knowledge and project management expertise have seen her play a pivotal role in building high-performing teams for global organisations.

Someone whose title is Chief Amazement Offices is definitely someone who knows a thing or two about creating that ‘WOW factor’ for customers. Let’s introduce you to Shep Hyken, the CAO of Shepard Presentations, as well as a hall of fame speaker and a New York Times and Wall Street Journal best-selling author.

Having worked for companies like In-N-Out Burger, American Airlines and American Express, Shep has a wealth of knowledge when it comes to all things customer service and is a revered authority on building loyal relationships with both customers and employees.

We caught up with him to dive into creating the kind of loyalty that has people returning not once, not twice, but for a lifetime.