Video
Motivate Employees to Provide Better Service, Not to Beg
Keeping frontline employees in the loop about customer feedback is critical. But if you’re not careful, customer scores, rather than customer loyalty, can start to drive their behavior.
Companies shouldn't have frontline employees begging for scores—an experience common at local car dealerships. In this video with Harvard Business Review, Rob Markey offers three key tips that can help motivate employees to improve things before the sale is final.
Harvard Business Review Series
Fred Reichheld and Rob Markey discuss how companies can strengthen their customer relationships and fuel the growth of their businesses.
June 04, 2012