Have we gone too far in the automation of our systems? Have we taken service out of customer service? Have we become a society where we trust no one, not even our front-line agents to help our customers?
Charles Krulak, one of the great marine generals of our time, has a theory he developed, Krulak’s Law. Krulak's Law is around giving responsibility and autonomy to those on the front-line. Because after all, those employees that are face to face with the actual customers have a great deal of power over the brand.
