Exploring how clarity, values alignment, and autonomy empower employees to deliver outstanding customer service; featuring examples from Nordstrom, Dutch Bros, and Southwest Airlines.
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/