Tag Archives: j c penney

Frontline Employees Can Make or Break Retail and Service Companies

ANN ARBOR — Retailers and service companies still utilizing a top-down management structure likely don’t see the connection between the frontline and the bottom line until it’s too late, according to University of Michigan professor Noel Tichy.

In the U.S. alone, retail and service workers are estimated to total more than 15 million people, or nearly one-fifth of the U.S. commercial workforce. Despite the common corporate tag line about “people are our most important asset,” we don’t see many company leaders tap into more than a tiny percentage of the knowledge, creativity and judgment of their largest group of employees. (more…)

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