Senior leaders who are committed to a front-line-focused organization must establish a vision that puts customers first, respect and encourage insight from front-line employees, and "obsess over talent," among other steps, write Noel M. Tichy and Chris DeRose in this book excerpt. Executives "must imagine what the ideal customer interaction will look like and ask where breakdowns may occur throughout the process, from generating customer awareness to building post-sale relationships," they write.

Related Summaries