Episode 14 - Leading Customer Experience from the Front Line with Clint Mahlman

Today, we are in conversation with Clint Malham, President & COO of London Drugs, one of Canada’s largest retailers. This is a must listen to episode for some phenomenal leadership insights on Customer Experience. Clint brings a strong customer orientation grown from his early work experiences and spends the time at the front-line to make it come to life.. Clint shares some great examples on how stories help shape a Customer Experience culture. From the new warehouse worker who zoomed out in his Suzuki Swift to catch up with a truck to meet wrapping paper needs before Christmas to the team member that came to the rescue of an elderly customer that needed to make a large appliance work. He shares the importance of spending time on the floor, connecting with team members and rolling up his sleeves to bring buggies back to ensuring that his contact centers are never outsourced and always staffed with team members that have been at the front line, interacting with Customers. He expands on the future of retail, adapting to the new reality of COVID-19 and the importance of community, including London Drugs’ support of local retailers that were left without a storefront through the pandemic. An illustration of how businesses can support businesses. His stories demonstrate the conviction of customer ownership at the top of the organization. In his 36 years with London Drugs, Clint has made a lasting impact on many aspects of the business. From part-time stock person to President, Clint has served in a wide range of store and head office roles, enabling him to develop a 360-degree perspective of the business. He is known for his passion for understanding how customer and employee behaviour drives merchandising and operations.  He spearheaded the award-winning sustainability and recycling initiatives that have put London Drugs at the forefront of retail in North America. Clint was responsible for the development of early versions of London Drugs’ first management training programs, and for the first Process Re-Engineering initiative. He helped design many of the sales and service initiatives, e-Commerce and loyalty concepts that London Drugs is known for throughout the industry.  Clint was selected as one of BC Business Magazine’s top 20 Most Influential People in British Columbia 2013. In 2017, Clint was selected, with London Drugs, as the Retail Council of Canada “Distinguished Retailer of the Year”. During his time as President & COO, London Drugs has been recognized by Forbes Magazine as one of Canada’s best employers for four years in a row, and multi-year winner of BC’s Most Trusted Brand, and BC’s most loved brand (of any industry) for a number of years.  For more information on London Drugs: https://www.londondrugs.com/ Listen more episodes: https://thecustomer.guru/ Powered By Propulo Consulting: https://propulo.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices