SIMPLE brand With Matt Lyles Chris Wallace - Frontline Employees: Your Key to Customer Insight
Dec 13, 2023
36:08
In this week’s episode of the SIMPLE brand podcast, I talk with Chris Wallace.
Chris is the co-founder and president of InnerView Group - a brand consultancy that helps organizations improve alignment between their frontline teams and their go-to-market strategies.
Chris and I chat about how to create a more collaborative relationship with your frontline team and how to get your frontline to care more about your brand.
Here’s what we discuss:
- How to move a vision from the C-suite to the frontline team
- Why spoon-feeding the frontline is not a bad thing
- Why “asking” is a much better strategy than “telling”
- How to create evangelists in your frontline employees
- How to put your customer insight into action
- Why influencing your frontline workers is the best way to influence the customer
- How your frontline employees double as your customers’ best consultants
- How customer and employee experience tie to your company’s overall brand and culture
- How to balance digital experiences with the human touch of the frontline
RESOURCES FROM THIS EPISODE: