SIMPLE brand #128 – Chris Wallace – Frontline Employees: Your Key to Customer Insight

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:

 

ENJOY THIS EPISODE HERE

 

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