Often, we imagine that the brand name lends some “aura” of protection against lapses in customer service. The reality is that each of our frontliners matter in customer engagements.

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Dr Seamus Phan is the Head of Content and CTO at McGallen & Bolden. He is an expert in branding, marketing, leadership training, crisis management, and strategy. This article may appear concurrently on his blog. Connect on LinkedIn. ©1984-2019 Seamus Phan et al. All rights reserved.