We don’t want to be yet another person saying “how the heck is it already 2022”, but… we’re going to. How the heck is it already 2022!? It’s been a difficult, uncertain and strange year for every human being on this planet in yet another year of coronavirus. Despite these unprecedented times (another phrase we heard far too much in 2021), we’ve had moments of hope, joy and inspiration in between. We gained a new found appreciation for our frontline workers, became pros at making banana breads and sourdough and have spent almost the entire year in our sweats. In a moment of reflection of the year that was 2021, we’ve pulled together the AskNicely community’s top five reads. Enjoy.
Guest of the Frontline Experience Summit 2020, Richard Owen, talks us through how to deliver customer experiences that set you apart from your competitors.
Richard is the founder and CEO of the OCX Group, an organization with the singular purpose of helping corporations achieve success with their customer experience programs. He believes that optimal customer experience is delivered through a harmonious combination of automation and human interaction…
Over the past six years, we’ve worked with thousands of people-powered experience brands around the globe, and conducted deep interviews with the world’s best, like Starbucks, Uber, the Ritz-Carlton and Disney.
Like you, we were curious. What do the big guys have in common?
We’ve learned the best and brightest experience brands all operate under a set of daily habits that drive their success.
Setting your service standard is the first of seven habits that when put together and applied consistently on a daily basis, create a powerful bond of purpose for each frontline employee that is reinforced by feedback, recognition, coaching and empowerment.
The Caci Clinic is one of New Zealand’s most successful and widely recognised skincare and beauty brands. Not only do they offer incredible skin treatments, detailed beauty consultations and all sorts of wonderful pampering, they’re also known for delivering out of this world customer experiences. It’s what sets them apart from competitors.
The leader of our Frontline Magic community, Susanne Axelsson, sat down with AskNicely customer and acting CEO of Caci Clinic, Francesca Caliari-Pearce. With decades of industry experience, Fran delivers her insights and advice on the importance of fulfilling exceptional frontline service.
If you attended the Frontline Experience Summit 2020, you would have had the pleasure of listening to Horst Shulze, co-founder of one of the world's most famous hotel companies, the Ritz-Carlton. In his presentation, Horst makes it clear that the Ritz-Carlton would never have reached the level of success it did without his motivated frontline team, and their commitment to the 20 basic tenets of service.
In this piece, you’ll learn Horst’s top 5 strategies to engage frontline employees and win on customer experience. A must read for anyone in the service industry.
This blog breaks down a simple, yet vastly important calculation:
Employee Experience → Customer Experience → Loyalty = Growth
We explore the studies, facts and figures that back this hypothesis, proving that in order to successfully grow your experience brand, your first point of call must be your frontline team.
There you have it, the AskNicely community’s top 5 reads of 2021!
Want to start 2022 on the right foot? Join us for the Global Frontline Experience Summit 2022. Pick the brains of thousands of leaders in people-powered businesses to see how they tapped into the frontline experience to unlock out of this world customer experiences. Learn more here.
