In the U.S. alone, retail and service workers are estimated to total more than 15 million people, or nearly one-fifth of the domestic commercial workforce. Statistics and common sense tell us that the vast majority of workers are engaged in front-line positions—pharmaceutical salespeople, bank tellers, airline attendants, coffee-shop baristas, truckdrivers, factory line workers, and the like. Despite their vast numbers, most organizations don’t have a clue how to tap into the creativity of their largest group of employees. Judgment on the Front Line examines strategies by an elite group of companies that have enabled their employees to more rapidly address customer problems, anticipate unarticulated needs, and drive customer-facing innovation. Delivering a great customer experience is a fundamental that every company needs to practice, and this unique management book illuminates the organizations that understand the importance (and difficulty) of engaging an organization’s “front line” to deliver on customer strategy. Download Chapter 1, read reviews, and more.