Lead with Your Customer: Transform Culture and Brand into World-Class Excellence

Chapter 12

Turning Your Front Line into Your Bottom Line

It is widely held that the "people" element of any organization is its most important and challenging part—and its frontline employees are its most critical "people component," P2 in the context of the World Class Excellence Model (see figure 4-1). These 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 ...