web02.fireside.fm Sun, 12 Apr 2026 12:08:47 -0500 Fireside (https://fireside.fm) CX without the BS - Episodes Tagged with “Frontier Airlines” https://cswithoutthebs.fireside.fm/tags/frontier%20airlines Fri, 02 Aug 2024 10:00:00 -0400 CX without the BS is a refreshingly honest and engaging podcast that dives deep into the world of Customer Experience (CX). Hosted by industry veterans Tom Milligan and Brian Nichols, the show aims to cut through the jargon and hype to deliver real, actionable insights for CX professionals and business leaders. Each episode features candid conversations with CX experts, thought leaders, and practitioners who share their experiences, challenges, and successes in the field. The hosts and guests discuss a wide range of topics, from emerging technologies like AI and automation to the human elements of empathy, creativity, and problem-solving that are essential to delivering exceptional customer experiences. What sets CX without the BS apart is its commitment to authenticity and practicality. Tom and Brian aren't afraid to call out the "BS" in the industry - the buzzwords, the fads, and the overhyped solutions that don't deliver real value. Instead, they focus on strategies and tactics that have been proven to work in the real world, drawing on their own extensive experience as well as the insights of their guests. Whether you're a seasoned CX professional or just starting out in the field, CX without the BS offers valuable perspectives and actionable advice to help you navigate the complex and ever-changing landscape of customer experience. With its engaging hosts, expert guests, and no-nonsense approach, this podcast is a must-listen for anyone who wants to stay ahead of the curve and deliver exceptional experiences to their customers. en-us episodic CX without the BS is a no-nonsense podcast that cuts through the jargon to deliver real insights into the Customer Experience (CX) industry. Each episode features candid conversations with industry experts, focusing on practical solutions and honest discussions about the latest trends and challenges in CX. Brian Nichols CX without the BS is a refreshingly honest and engaging podcast that dives deep into the world of Customer Experience (CX). Hosted by industry veterans Tom Milligan and Brian Nichols, the show aims to cut through the jargon and hype to deliver real, actionable insights for CX professionals and business leaders. Each episode features candid conversations with CX experts, thought leaders, and practitioners who share their experiences, challenges, and successes in the field. The hosts and guests discuss a wide range of topics, from emerging technologies like AI and automation to the human elements of empathy, creativity, and problem-solving that are essential to delivering exceptional customer experiences. What sets CX without the BS apart is its commitment to authenticity and practicality. Tom and Brian aren't afraid to call out the "BS" in the industry - the buzzwords, the fads, and the overhyped solutions that don't deliver real value. Instead, they focus on strategies and tactics that have been proven to work in the real world, drawing on their own extensive experience as well as the insights of their guests. Whether you're a seasoned CX professional or just starting out in the field, CX without the BS offers valuable perspectives and actionable advice to help you navigate the complex and ever-changing landscape of customer experience. With its engaging hosts, expert guests, and no-nonsense approach, this podcast is a must-listen for anyone who wants to stay ahead of the curve and deliver exceptional experiences to their customers. yes CX podcast, customer experience, CX industry, CX trends, CX best practices, CX strategies, CX technology, CX analytics, CX metrics, CX optimization, CX automation, CX AI, CX chatbots, CX omnichannel, CX digital transformation, CX cloud, CX contact center, CX as a service, CX software, CX platform, CX solutions, CX innovation, CX thought leadership, CX experts, CX interviews, CX case studies, CX success stories, CX challenges, CX pain points, CX journey mapping, CX personalization, CX employee experience, CX voice of the customer, CX customer feedback, CX customer loyalty, CX customer retention, CX customer satisfaction, CX customer engagement, CX customer service, CX call center, CX workforce management, CX quality assurance, CX compliance, CX security, CX privacy, CX integration, CX implementation, CX adoption, CX ROI, CX budgeting, CX vendor selection, CX partner ecosystem, CX community, CX events, CX webinars, CX training, CX certification, CX career development, CX jobs, CX hiring, CX diversity and inclusion, CX leadership, CX management, CX coaching, CX mentoring, CX networking Brian Nichols brian@briannicholsconsulting.com Customer Service Secrets | Turning DISASTERS into Opportunities https://cswithoutthebs.fireside.fm/customer-service-secrets-turning-disasters-into-opportunities 84cd492b-ac1d-4e30-b021-890bc87e0b4a Fri, 02 Aug 2024 10:00:00 -0400 Brian Nichols full Brian Nichols A travel nightmare turns into a masterclass in customer loyalty as Delta Airlines demonstrates how effective customer service recovery can transform a potentially disastrous experience into an opportunity to strengthen brand allegiance, highlighting the critical importance of empowering frontline employees and prioritizing personalized solutions in creating exceptional customer experiences. 47:36 yes Have you ever wondered how a potentially disastrous customer experience can turn into a brand loyalty-building opportunity? In this episode of CX Without the BS, we dive into a real-life travel nightmare that unexpectedly strengthened one customer's allegiance to a major airline. What could have been a PR disaster instead became a masterclass in customer service recovery. Join hosts Brian Nichols and Tom Milligan as they welcome guest Tripp Robinson, who shares his recent ordeal with Delta Airlines during the CrowdStrike outage. Tripp's story takes us through canceled flights, long hold times, and airport chaos, but ultimately reveals how Delta's response transformed frustration into appreciation. Learn why Tripp, despite the inconvenience, emerged from this experience with an even stronger loyalty to the airline. The conversation expands beyond Tripp's story, exploring the broader implications of customer experience in today's business landscape. The hosts and guest discuss the power of empowering frontline employees, the importance of proactive communication, and the lasting impact of how companies handle service failures. They also touch on the controversial topic of AI in customer service, debunking myths about job replacement. Throughout the episode, listeners will gain valuable insights into what makes for exceptional customer experience, even in the face of adversity. The hosts share their own experiences with both positive and negative CX, including Tom's infamous creation of the "I Hate Frontier Airlines (https://www.facebook.com/groups/ihatefrontierairlines/about)" Facebook group, which now boasts nearly 10,000 members. These real-world examples illustrate the long-term consequences of how businesses choose to address customer issues. Whether you're a business owner, a customer service professional, or simply someone interested in understanding what drives customer loyalty, this episode offers a wealth of practical takeaways. From the importance of personalized solutions to the power of small gestures, you'll learn how to turn potential CX disasters into opportunities for strengthening customer relationships. Don't miss this engaging discussion that proves why customer experience is about so much more than just technology. customer experience, CX, Delta Airlines, airline customer service, flight cancellation, brand loyalty, customer service recovery, CrowdStrike outage, travel problems, frontline employees, AI in customer service, Frontier Airlines, customer complaints, service failure, customer retention, travel industry, customer satisfaction, airline loyalty programs, SkyMiles, airport chaos, personalized solutions, CX technology, customer feedback Have you ever wondered how a potentially disastrous customer experience can turn into a brand loyalty-building opportunity? In this episode of CX Without the BS, we dive into a real-life travel nightmare that unexpectedly strengthened one customer's allegiance to a major airline. What could have been a PR disaster instead became a masterclass in customer service recovery.

Join hosts Brian Nichols and Tom Milligan as they welcome guest Tripp Robinson, who shares his recent ordeal with Delta Airlines during the CrowdStrike outage. Tripp's story takes us through canceled flights, long hold times, and airport chaos, but ultimately reveals how Delta's response transformed frustration into appreciation. Learn why Tripp, despite the inconvenience, emerged from this experience with an even stronger loyalty to the airline.

The conversation expands beyond Tripp's story, exploring the broader implications of customer experience in today's business landscape. The hosts and guest discuss the power of empowering frontline employees, the importance of proactive communication, and the lasting impact of how companies handle service failures. They also touch on the controversial topic of AI in customer service, debunking myths about job replacement.

Throughout the episode, listeners will gain valuable insights into what makes for exceptional customer experience, even in the face of adversity. The hosts share their own experiences with both positive and negative CX, including Tom's infamous creation of the "I Hate Frontier Airlines" Facebook group, which now boasts nearly 10,000 members. These real-world examples illustrate the long-term consequences of how businesses choose to address customer issues.

Whether you're a business owner, a customer service professional, or simply someone interested in understanding what drives customer loyalty, this episode offers a wealth of practical takeaways. From the importance of personalized solutions to the power of small gestures, you'll learn how to turn potential CX disasters into opportunities for strengthening customer relationships. Don't miss this engaging discussion that proves why customer experience is about so much more than just technology.

]]> Have you ever wondered how a potentially disastrous customer experience can turn into a brand loyalty-building opportunity? In this episode of CX Without the BS, we dive into a real-life travel nightmare that unexpectedly strengthened one customer's allegiance to a major airline. What could have been a PR disaster instead became a masterclass in customer service recovery.

Join hosts Brian Nichols and Tom Milligan as they welcome guest Tripp Robinson, who shares his recent ordeal with Delta Airlines during the CrowdStrike outage. Tripp's story takes us through canceled flights, long hold times, and airport chaos, but ultimately reveals how Delta's response transformed frustration into appreciation. Learn why Tripp, despite the inconvenience, emerged from this experience with an even stronger loyalty to the airline.

The conversation expands beyond Tripp's story, exploring the broader implications of customer experience in today's business landscape. The hosts and guest discuss the power of empowering frontline employees, the importance of proactive communication, and the lasting impact of how companies handle service failures. They also touch on the controversial topic of AI in customer service, debunking myths about job replacement.

Throughout the episode, listeners will gain valuable insights into what makes for exceptional customer experience, even in the face of adversity. The hosts share their own experiences with both positive and negative CX, including Tom's infamous creation of the "I Hate Frontier Airlines" Facebook group, which now boasts nearly 10,000 members. These real-world examples illustrate the long-term consequences of how businesses choose to address customer issues.

Whether you're a business owner, a customer service professional, or simply someone interested in understanding what drives customer loyalty, this episode offers a wealth of practical takeaways. From the importance of personalized solutions to the power of small gestures, you'll learn how to turn potential CX disasters into opportunities for strengthening customer relationships. Don't miss this engaging discussion that proves why customer experience is about so much more than just technology.

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