Never ignore the knuckle dragger |
Never ignore the knuckle dragger |

Leaders look for improvement opportunities. New markets to pursue. New products to tackle unmet needs. Efficiencies to improve profit margins. Better messaging to convert prospects into customers. Defects to correct. Pain points to resolve.

We scour data. Read customer survey responses. Evaluate processes. Map customer journeys. Visit the frontline employees. Sit in call centers and listen. Go on customer visits with sales reps. Study competitors. Host customer focus groups. Hold employee brainstorming sessions. Attend conferences. Hire consultants. Launch teams. Set goals. Measure. These are all great techniques.

But we often miss the richest source of information. The frontline employees who…

Kevin D Phillips

Build Them Up® Founder | CEO, The KDP Group | Consultant | Executive Coach | Leadership Developer

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