O'Reilly logo

The Unstoppable Organization by Casemore Shawn

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

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 ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required