One of the tragedies of owning a business empire, is overlooking of the induction of entry level staff.
This directly corelates to big names in the service industry losing money, customer confidence and loyalty to their competitors, despite the principles of customer delight that govern the operations of the brand,
Some of the reasons for this include – 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?