• Chris Wallace - Frontline Employees: Your Key to Customer Insight

  • Dec 13 2023
  • Length: 36 mins
  • Podcast
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Chris Wallace - Frontline Employees: Your Key to Customer Insight

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  • Summary

  • 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:

    • Chris's website
    • A Guide to Frontline Insights - eBook
    • Chris on LinkedIn
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