What managers say, what employees hear : connecting with your front line (so they'll connect with customers) / edited by Regina Fazio Maruca.

Introduction
Big picture essentials
Organizing the front line : turning decisions into actions / Paul Rogers and Jenny Davis-Peccoud
How should the front line really treat your customers? / Paul F. Nunes and Woodruff W. Driggs
What Charles taught me about trust at the front line / Robert M. Galford and Woodruff W. Driggs
A mission for the front line / Edward E. Lawler III
The case for the chief experience officer / Jeffrey F. Rayport
Products, customers, and front-line employees / Jay W. Lorsch
Riffs on the here and now
"We're here to help" (or not) / Monica Higgins
The seven deadly sins of corporate miscommunication / Sam I. Hill and Rachel E. Hill
No time to be authentic? / Ton Plekkenpol
Case-based insights
Once upon a time at San Juan Regional Medical Center / Gary Adamson, B. Joseph Pine II, Tom Van Steenhoven, and Jodi Kroupa
Strategy and style : Len Roberts at RadioShack / V. Kasturi Rangan and Marie Bell
Connecting with employees through front-line leadership : lessons from Southwest Airlines / Jody Hoffer Gittell
History tells us

Great leaders create environments that unlock potential and lift the human spirit / Michael Lee Stallard, Carolyn Dewing-Hommes, and Jason Pankau.