1 to say Yes, 2 to say No
If all you do is “empower the front line” — grant your employees more freedom to wow customers — they will almost certainly strike the wrong balance between customer delight and shareholder returns. The key to success in empowering frontline employees lies in giving them a framework within which to operate — and feedback about how they are performing within that framework. Take TD Bank, … [ Read more ]
Author: Rob Markey | Source: Earn Customer Loyalty without Losing Your Shirt | Original Publication: Bain | Subject: Customer-Related