Which company is likely to perform better: A company that emphasizes following rules? Or a company that provides a core set of values to guide employee decisions?
Decades of research show that the latter achieve higher levels of employee engagement, customer satisfaction, and profitability. In this SHRM article, I talk about why these companies excel, and how other companies can, too.
Have you worked for a company where you had the autonomy to use your best judgment to serve your customers? What was that like?