10EMPOWERING EMPLOYEES: THE CUSTOMER-EMPLOYEE CONNECTION
Businesses often forget about the culture and ultimately they suffer for it, because they cannot deliver good service from unhappy employees.
Tony Hsieh, Zappos
In the previous chapter we discussed various methods to empower our customers by collecting and (more importantly) acting on information and feedback that our employees collect from our customers on a regular basis. Recognizing that our employees are rich sources of information and customer intelligence that can inevitably help us create and provide an ongoing valuable experience for our customers isn’t novel, but it certainly seems to have slipped through the cracks for many organizations and their leadership, often falling by ...
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