The experience people have with your brand is in the hands of the person you pay the least.
Act accordingly.
(This involves training, trust, responsibility, leadership, dignity, authority, management and investment. It mostly means seeing the front-line people in your organization as priceless assets, not cheap cogs.)
from Seth Godin's Blog on marketing, tribes and respect https://feeds.feedblitz.com/~/627254208/0/sethsblog~Krulaks-law/
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