"It’s impossible to be a service leader, to be customer centric and focus on a service strategy without empowering employees." How much do you agree with the statement and what effects does it have on the company-customers relationship?

As usual; a Smart Question. Thanks Mr. Fathy

I fully endorse answers given by Sir Heavenly J John and Mr.  Emmanuel Wamweta; their submissions are a true Reflection of my viewpoint.

They are the frontline employees who faces the customers of different experiences. They must be empowered. When employees are empowered to face challenges and take ownership with a sense of purpose, they will experience more engagement.

Empowerment sends a message to employees that the leaders cares about them as individuals. Employees will “go the extra mile” to reflect so called Customer Centric and Focus on a service strategy

Mr. Sayed Fathy Thank you for your invitation.

Mr. Emmanuel and Heavenly John given best answer for the question. Nothing to add more.

Agree with Mr emmanuel's answer

Yes that is true & i stand by the statement. The organisation or company can't achieve its strategic intent, goals & objectives and vision if it has not empowered its employees. 80% of the succes is brought about employees who play the biggest role or part in the success of the organisation. Almost everything begins & ends with the employees; if they empowered effectively & desirably, they would in turn execute their dutieseffectively & efficiently. Thanx for the invitation

Thanks for your invitation, Agree on experts answers.

I definitely agreed with the experts answer.

Thank you so much for the invitation!