Innovation that matters will involve a hard look at what your customer experience is and what it could be. If your company isn’t relentlessly focused on what is useful, digital Darwinism is going to leave you out on a forgotten branch of the evolutionary tree.
I believe in the power of recognition and empowerment leading to great employee engagement. And employee engagement is critical to guest engagement. Employee empowerment and recognition is the core of our culture and how we achieve outstanding customer service.
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