This chapter highlights the significance of empowering frontline employees through heartwarming stories from Dutch Bros coffee shop, demonstrating how employee care and genuine customer love lead to business prosperity. It showcases the positive impact of allowing staff to shine as heroes in customer interactions, fostering loyal relationships through acts of kindness and connection.
Decisions should always be pushed to the lowest possible level, closest to where they will be making the most impact. This week, the team discusses the influence of the customer on culture, strategy, and decision-making at the executive level.
To listen to the Working Genius Podcast: https://www.workinggenius.com/podcast
This week's unpaid ad: https://www.dutchbros.com/