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3 steps to empowering employees to think like CEOs

Make sure your frontliners guarantee your customers’ satisfaction.
By Omar Soliman |


In today’s interconnected world – where one negative customer experience can spread like wildfire – an incredible positive experience, by contrast, can be a brand's defining moment.


Front-line staff members who serve as the face of your organization for clients are literally on the front lines of the battle to win customer satisfaction and loyalty. And great customer service depends on your empowering every employee to do exactly that.



The best way to attract top talent is to treat our employees like business owners. Rather than view them as subordinates, we give them the freedom and authority to run their part of the business as they wish – within reason, of course.


The path to empowering employees to think like CEOs involves three steps, each rooted in building a company culture that attracts the right people.



1. Don’t 'interview' – hold auditions. 

We hire for attitude and train for skill, and are fanatical about each team member fitting our company culture. Our hiring process is long, and we select less than 1 percent of applicants for any position, from call-center agent to mover.


We audition potential team members in groups, rather than hold traditional job interviews. This way, the best candidates always stand out from the crowd.


Personality profiles of your top performers can similarly help you gauge where applicants might fit within your organization. To create them, ask character-based questions such as, “What is a time when you went above and beyond? What are some examples of how you showed leadership?”




2. Create a strong, simple purpose. 

When your purpose is simple to grasp, yet aspirational in nature, it attracts the right people. The key is to secure a firm commitment from everyone in the organization to be purpose-driven. Communicate your core values and purpose constantly and consistently, leading by example and sharing stories of how these are embodied throughout the organization. For example, encourage employees to write blog posts about how the actions they take fulfill the company’s purpose.



3. Use gamification to motivate millennials. 

The gamification market is predicted to reach $1 billion by 2020. We can apply the same principles that make video games so wildly popular: concepts like levels, points and high scores. With today's 18- to 34-year-olds coming from the population segment that grew up playing them, we can motivate our younger team members beyond our wildest dreams.


The more you open the book on your financials and performance metrics, the more your team members will act like owners, so create games and contests around key performance indicators with scoreboards and rankings. Rewards can be monetary in nature – just be sure to recognize your top performers in some way for driving these metrics.





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This article originally appeared on Minor edits have been done by the


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