CHAPTER 12
The Front Line as the Bottom Line
It is widely held that the “people” element of any organization is its most important and challenging part. Frontline employees, who directly serve your customers (either externally or internally), ultimately make or break the brand experience.
The brand of any company is based on the consistent experience that its external customers receive—not from executives, midlevel managers, or frontline managers but from the frontline employees who actually interact with the customers. So what can you do to create an effective front line? There are two critical ways in which customers are affected by the people ...
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