22 episodes

Welcome to the Frontline Magic Podcast where we talk to industry leaders about the magic tricks that help them create an awesome customer experience in people-powered businesses.
What is it that these industry greats do to create experiences that keep their customers coming back for more?
Follow along as we unlock the secrets, the real stories - the magic that makes every customer experience awesome.
Let’s unravel the secrets of world-class customer experience together!

Frontline Magic Podcast AskNicely

    • Business
    • 5.0 • 1 Rating

Welcome to the Frontline Magic Podcast where we talk to industry leaders about the magic tricks that help them create an awesome customer experience in people-powered businesses.
What is it that these industry greats do to create experiences that keep their customers coming back for more?
Follow along as we unlock the secrets, the real stories - the magic that makes every customer experience awesome.
Let’s unravel the secrets of world-class customer experience together!

    20. Working up a storm in the fitness world with fitness advocate Mel Tempest

    20. Working up a storm in the fitness world with fitness advocate Mel Tempest

    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.

    • 17 min
    19. Why is consistency core to Uber’s customer satisfaction success? with Adi Tobias, Head of Customer Experience for Uber

    19. Why is consistency core to Uber’s customer satisfaction success? with Adi Tobias, Head of Customer Experience for Uber

    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

    • 27 min
    18. HMSHost - The ‘connection’ that powers customer service at airports with Joe Thornton, COO

    18. HMSHost - The ‘connection’ that powers customer service at airports with Joe Thornton, COO

    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.

    If you enjoy this episode remember to share it!
    Sign up for more at frontlinemagic.org

    • 27 min
    17. GYMGUYZ give their best advice for a frontline ‘workout’ with Josh York CEO and Founder

    17. GYMGUYZ give their best advice for a frontline ‘workout’ with Josh York CEO and Founder

    “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

    • 19 min
    16. How to build mastery in your frontline teams by a helping approach with Customer Experience Manager Anna Egan from A1

    16. How to build mastery in your frontline teams by a helping approach with Customer Experience Manager Anna Egan from A1

    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.

    • 18 min
    15. Shep Hyken on the anatomy of customer loyalty

    15. Shep Hyken on the anatomy of customer loyalty

    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.

    • 27 min

Customer Reviews

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1 Rating

NickButler ,

Bite size insights

Great, easy to consume insights in here. I’ve loved the format. I’ve been able to learn answers to questions I didn’t know I had- how do others do it? how can I connect with those businesses that are doing awesomeness?

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