Can you build great customer service at scale?

How do you scale Customer Service? Ultimately, you have to embrace the idea of Commander’s Intent (e.g. http://blogs.hbr.org/frontline-leadership/2010/11/dont-play-golf-in-a-football-g.html). This means something like the following: Define the objective broadly, e.g. “Provide Amazing Customer Service.” Establish a command hierarchy and roles and responsibilities, e.g. “This person can engage on any topic”, “These people may engage on some…