No matter how much you spend on branding, the customer experience comes down to the people on your frontline: The hostesses, maître d’, servers and all your employees who are interacting with your customers on a day-to-day basis. Not only are they the face of your brand, they’re also the ones charged with delivering your brand promise. Do your frontline employees think about that brand promise when they come to work? When they’re trying to decide how to handle a ...

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