Free webinar on embedding customer experience excellence into the DNA of your organization.
"Pretty Good" Isn't Good Enough: The Cost of Poor Customer Experience
Customer service is often seen as a single interaction. Customer experience (CX), however, is a movement, an intentional, organization-wide culture that drives loyalty, engagement, and growth. In this webinar, Frontline Training Solutions will make the business case for why CX must be more than a department. It should be the backbone of your culture.
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What You'll Learn
Customer service is often seen as a single interaction. Customer experience (CX), however, is a movement, an intentional, organization-wide culture that drives loyalty, engagement, and growth. In this webinar, Frontline Training Solutions will make the business case for why CX must be more than a department. It should be the backbone of your culture.
We’ll explore three critical behaviors that shape every experience: consistency, empathy, and ownership, and show how they impact both your external customers and your internal workplace culture. Research shows that 73% of customers say experience matters more than price or product when making a purchasing decision (PwC, Future of CX Report). Internal service is just as important for building a connected, high-performing team that drives retention and reputation.
During this session, you’ll learn practical ways to create a culture where CX is everyone’s responsibility. We’ll also unpack what happens when service fails and how to recover with authenticity by apologizing, making things right, and owning the moment. Along the way, we’ll share tools like the “situation, how it made me feel, and the impact” framework to help you hardwire service excellence into your organizational DNA.
At the end of the day, excellence in customer experience isn’t optional. It is your competitive edge.
This webinar qualifies for 1 HRCI/SHRM and HRPA recertification credit and will be broadcasted live from the Frontline studio in Grand Rapids, Michigan.
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Take your development to the next level with this free webinar.
Speakers
Lorraine Medici – Director of Training & Development
Lorraine Medici joined Express Employment Professionals in 2014 as the Director of Training and Development. Lorraine has extensive experience as a coach and workshop facilitator in the areas of leadership and team building, working closely with companies to strategize solutions that will impact long-term results in engagement and retention. She has successfully launched Purpose-Driven Leadership Training , a series targeted at helping develop managers and leaders at all levels in manufacturing and other industries. Additionally, she facilitates the on-going training series, Breakfast with Purpose, to bring current and relevant education to organizations. As a professional development coach, Lorraine also works alongside leaders and teams to overcome interpersonal or performance challenges. She is certified to train DISC, Situational Leadership and Emotional Intelligence (EQi 2.0), and an Associate Certified Coach and Master Practitioner for the ELI Assessment.
Alec McGuire – Training & Event Manager
Alec joined Frontline Training Solutions in 2022, bringing nine years of experience in operations leadership to our team. He has a proven track record of success, having previously managed high-volume restaurants and event centers. Alec currently serves as the Training & Event Manager at Frontline, where he has further honed his skills in operational planning and logistics, process optimization, and customer service excellence. He leverages this expertise to ensure every Frontline training participant has an exceptional experience. Alec is passionate about sharing knowledge and empowering others to excel in their careers. His commitment to professional development and helping others achieve their goals is reflected in his extensive endorsements from colleagues and training alumni. Alec has a bachelor’s degree in French linguistics from Grand Valley State University, with a minor in international relations. He is currently working toward his PMP® (Project Management Professional) certification.
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