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True customer satisfaction comes from interactions with your frontline employees. Using the bottom-up approach to leadership, team members express trust and admiration for their organization, which resonates through every outstanding customer experience.
About the Author
Sandy Rogers leads FranklinCovey’s Loyalty Practice. He was previously Senior Vice President at Enterprise Rent-A-Car. During his 14 years there, Sandy managed the turnaround of the London, England operation and led the teams that developed Enterprise’s marketing strategy and system for improving customer service across all branches. Before Enterprise, Sandy worked in marketing at Apple Computer and at P&G. He is graduate of Duke and Harvard Business School.
More Content by Sandy Rogers
7 Ways to Be More Proactive
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What should you do if your organization has a customer service problem? Ask employees for their ideas! The best ideas bubble from the bottom up and FranklinCovey has a simple solution to help.
Are you measuring the service provided by your frontline people? FranklinCovey’s process gathers statistically reliable feedback so you can manage your people to serve customers better.