Ashish KothariMake flourishing your competitive edge

Winning Customers Starts with Winning

30 Jun 2026 · 1 min

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Ashish Kothari argues that companies can't win customers without first winning employees, especially frontline staff. Employee loyalty shapes the customer experience. What looks like a product or pricing problem is often a loyalty gap: disengaged employees create disengaged customers.

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I can't win my customers unless I win with my employees. And I think I love that point that you're also echoing, which is you want to solve retention, start looking inward at your employees because it's your employees and frontline, especially in service businesses, that are shaping the entire experience of your customers. So, you might think you have a product or a pricing issue, but fundamentally what you might have is a loyalty issue and a fundamental issue because Your employees aren't loyal, and that's translating into your customers not being loyal.