Who is the most important person in your organization? The natural inclination is to point toward the CEO. But if that’s how you’re thinking about it, you’re not putting yourselves in the shoes of your customers — and it could be hurting your brand and your bottom-line.
The most important person in your organization? It’s your customer. And if this is the right hierarchy, who is closest to your customers?
Your frontline employees.
This is the mindset that has....