Chris Wallace - Frontline Employees: Your Key to Customer Insight

In this week’s episode of the SIMPLE brand podcast, I talk with Chris Wallace (  / christopherewallace  ) .


Chris is the co-founder and president of InnerView Group (https://innerviewgroup.com/) - 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 (https://innerviewgroup.com/infront/)
• A Guide to Frontline Insights - eBook (https://innerviewgroup.com/wp-content...)
• Chris on LinkedIn (  / christopherewallace  )