In this episode, Laura DiBenedetto and Julia Becker-Collins discuss the importance of empowering your team and how it can lead to better service for your customers. They emphasize the need for freedom within structure and hiring smart individuals who can make great decisions. The hosts also highlight the role of trust in empowering your team and creating a positive work environment. They share examples of companies like Chewy.com that excel in providing memorable customer experiences. The episode concludes with a discussion on the impact of empowering your team and the importance of humanizing the business.

Takeaways

Empowering your team leads to better service for customers.

Trust is crucial in empowering your team.

Investing in your staff is more cost-effective than hiring new employees.

Creating memorable customer experiences humanizes the business and builds strong relationships.