How can leaders empower employees to take ownership of their role in delivering exceptional customer experiences, beyond just following company guidelines and protocols?

Leaders can empower employees to take ownership by fostering a culture of trust and autonomy, allowing them to make decisions and solve problems independently. Providing ongoing training and development opportunities can also help employees feel more confident in their roles and in delivering exceptional customer experiences. Additionally, leaders can encourage open communication and feedback, allowing employees to share their ideas and suggestions for improving customer experiences. By recognizing and rewarding employees for their contributions to customer satisfaction, leaders can further motivate them to take ownership of their roles.