My First Million
The best business ideas come from noticing what's working and doing it better, faster, or for a different audience.
Bridge Authority and Information Gap
In most organizations, people with decision-making authority lack frontline information, while people with detailed customer knowledge lack authority to act. Bridging this gap is essential for customer experience innovation.
Decision Rule
Before making customer experience decisions, ensure people with authority get information from people on the front lines, and give frontline people authority to act on their insights.
How It Works
Customer-facing staff know exactly what customers want and need, but typically can't authorize resources to address it. Managers have budget authority but lack detailed customer insights. Combining both enables effective solutions.
Failure Modes
Making customer decisions without frontline input
Having great ideas but no authority to execute
Assuming managers know what customers really want
Creating bureaucracy that prevents frontline action
Example Decision
“Before creating hospitality initiatives, involve entire team in brainstorming sessions where frontline staff share customer insights and management provides implementation authority.”