NPS Blog

Finding employees who don’t always do what they’re told

how-i-hire-220x207When you hire frontline employees, you are entrusting them with the critical task of generating loyalty and enthusiasm among customers.

That means you don’t want employees who only do what they’re told. You want employees who bring their own energy, enthusiasm, and creativity to serving your customers.

In my latest post on LinkedIn, I look at what makes an engaged employee. The fact is, you can’t impose a customer-centric organization from the top down by using conventional management techniques. The management team can help build an environment that provides customer feedback and the freedom (within a framework) to respond to it, but it’s up to employees to really make it work.

Read the post here: Why you should hire employees who won’t do what they’re told

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