More than 8 out of 10 "non-desk" workers -- deliverymen, sales staffers, technicians and the like -- say they feel cut off from the companies they work for, and that they don't get enough information or feedback from their bosses. That's a big problem, says consultant Elizabeth Cogswell Baskin, because such workers are usually companies' public face. "You can spend millions building a brand through advertising and marketing, but a few bad customer experiences are enough to blow it -- especially if they go viral," Baskin says.

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