Chris Wallace - Frontline Employees: Your Key to Customer Insight

SIMPLE brand With Matt Lyles

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7M ago 36:08

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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:

141 episodes

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