29 min
6: Alex Warner | "What People Forget About Customer Service" Frontline of the Future
-
- Non-Profit
After a week off, Frontline of the Future is BACK with a double-whammy of an episode! This week, Peter speaks to the illustrious Alex Warner. Alex loves MacDonalds, non-league football and having dinner with Martin Dean. He's also one of the most successful businessmen in transport today, having enjoyed a phenomenal career that's seen him take the helm at some of the biggest names in the industry. From National Rail to British Airways to First Group, now the CEO of Flash Forward Consulting, Alex knows a thing or two about customer service. Himself and Peter discuss what's going right – and wrong – when it comes to customer service in the transport industry today. He believes that, to develop 'omni-present customer-centricity', the first area to tackle is inclusion and diversity. "How can we resonate and engage with customers if we can't relate to them?" This is the number one area that could "turn the dial" if addressed once and for all.
After a week off, Frontline of the Future is BACK with a double-whammy of an episode! This week, Peter speaks to the illustrious Alex Warner. Alex loves MacDonalds, non-league football and having dinner with Martin Dean. He's also one of the most successful businessmen in transport today, having enjoyed a phenomenal career that's seen him take the helm at some of the biggest names in the industry. From National Rail to British Airways to First Group, now the CEO of Flash Forward Consulting, Alex knows a thing or two about customer service. Himself and Peter discuss what's going right – and wrong – when it comes to customer service in the transport industry today. He believes that, to develop 'omni-present customer-centricity', the first area to tackle is inclusion and diversity. "How can we resonate and engage with customers if we can't relate to them?" This is the number one area that could "turn the dial" if addressed once and for all.
29 min