With brands being defined by every customer interaction, who is really in charge of your customer experience: your C-suite, or your frontline employees?
Agility requires more than just the right technology; it demands a culture where empowered teams can make decisions and respond to customer needs in the moment.
Today, we're going to talk about building a brand from the inside out, focusing on the powerful connection between internal culture and external customer experience. We'll explore:
- How a "reverse pyramid" leadership model can directly impact customer experience and brand perception.
- Translating core values into an operational framework that empowers employees and fosters accountability.
- The principles of scaling a culture of empowerment as a brand grows from a single location to a global presence.
To help me discuss this topic, I'd like to welcome Rick Rosenfield, Co-Founder at California Pizza Kitchen, and author of the new book, The California Pizza Kitchen Story.
About Rick Rosenfield
Rick Rosenfield is the co-founder of California Pizza Kitchen and a former federal prosecutor and defense attorney. He helped grow CPK to 265 restaurants and a national retail line while shaping a new era of American casual dining. His forthcoming memoir blends legal battles, entrepreneurial inflection points, and lessons in partnership and culture.
Rick Rosenfield on LinkedIn: https://www.linkedin.com/in/rickrosenfield
---------- Resources ----------
California Pizza Kitchen: www.rickrosenfield.com
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