Fortune lost at the bottom of the organisation pyramid
TweetThat is one of the tragedies of owning a business empire…and then overlooking the staff’s induction as part of the organisation.
Despite the principles of customer delight that govern the operations of the brand, big names in the service industry are losing money, customer confidence and loyalty to their competitors.
Some of the reasons for this – Poor point of sale service, inability of the front end employees to grasp the real meaning of the brands guidelines and their underestimation of the competitor’s .. well .. competitiveness.
Employees higher up may be working towards wealth creation, while cases of fortune lost through the bottom of the organisation pyramid go unnoticed. Where then, is the difference in the customers experience while shopping at the countries leading retail chain or at a local kirana store?
The cases of this happening may be few and far, but thats no reason to stop its occurance entirely.
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