{"product_id":"2940172529351","title":"Judgment on the Front Line: How Smart Companies Win By Trusting Their People","description":"\u003cp\u003eFront-line employees can be your greatest assetamp;mdash;here's how to tap their rich vein of insight and leadership.\u003c\/p\u003e\u003cp\u003eFront-line employees who deal directly with customers are the face of any organization. Not only do they have the most impact on how a brand is perceived, but they are also the most valuable source of insight into what customers want and how to give it to them.\u003c\/p\u003e\u003cp\u003e Unfortunately, as management experts Chris DeRose and Noel M. Tichy explain, most organizations don't know how to evaluate the risk of giving employees more autonomy. Many of those who are willing to try haven't even invested resources in ensuring thatamp;mdash;once the shackles are offamp;mdash;front-line employees make good judgments.\u003c\/p\u003e\u003cp\u003eTichy and DeRose offer powerful examples of front-line leadership, such as: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eHow Zappos trusts its people to do anything in service of a customer, including providing free product or reimbursing for mistakes\u003c\/li\u003e\n\u003cli\u003eHow Mayo Clinic of Arizona enabled its nurses to challenge the hierarchy in order to improve patient care\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Instructional Systems [Aubrey J. Kline (aka Jim Kline dba Instructional Systems)]","offers":[{"title":"Default Title","offer_id":47116772671728,"sku":"2940172529351","price":29.98,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/2940172529351_p0.jpg?v=1763838705","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/2940172529351","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}