Chris Wallace - Frontline Employees: Your Key to Customer Insight

SIMPLE brand With Matt Lyles

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

Chris is the co-founder and president of InnerView Group - 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
• A Guide to Frontline Insights - eBook
• Chris on LinkedIn