April 2017

By Allison M. Ellis, Eric Michrowski & Dr. Autumn D. Krauss In the service industry, employees on the frontline are critical for driving the business, through having meaningful interactions with customers and clients and serving as ambassadors of the entire organization. Prioritizing the customer or client experience, or in other words taking an outside-in perspective, requires a focus on both creating systems and processes that efficiently and effectively serve the customer, as well as identifying the human factors that drive the highest quality customer experiences. Many are familiar with the adage, “the happy worker is a productive worker”, but have you heard