Summary |
This book provides convincing evidence that investing in front-line employees has a powerful and positive impact on corporate profitability. Far from being ‘expendable’, “low-skilled” employees such as call center operators, factory workers, cashiers, and repair personnel strongly influence product quality, customer satisfaction, and companies’ reputation. Based on more than a dozen years of research into the working conditions of thousands of employees on six continents, Profit at the Bottom of the Ladder shows how companies from around the globe have excelled employees higher wages, flexible scheduling and leave time, better health-care benefits, profit sharing, training, career advancement opportunities, and more.
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