Who creates the customer experience? The employees working in retail stores, hotels, restaurants, and call centers, of course. The frontline employees represent the face of your brand and they’re the ones who deliver on the brand promise — or not. If you can...
Or “Defining reality and creating hope go hand in hand,” as the retired CEO of Yum! brands David Novak put it in a recent LinkedIn post. (FYI, Novak has recently published a book on recognition titled “O Great One!”) His comment was directed at...
