The chemistry of enthusiasm
Recognize the impact of individual front-line employee contributions on customer satisfaction.
Author(s): Domenico Azzarello, Frédéric Debruyne, Ludovica Mottura
Publisher: Bain & Company
Date of publication: 2012
Read this article on the publisher's website [Bain & Company]
Synopsis
This article is one of the sources used in Manageris’ synopses:
Support customer orientation in the field
The least qualified employees are often the ones in direct contact with customers—with a major impact on the perceived quality of service. How can you develop customer satisfaction through the engagement of your front-line employees?
235a – Synopsis (8p.)
Customer Relationship