Engaged employees create engaged customers—a big ask when employers expect front-line workers to be, well, superhuman.
Why are we drawing attention to front-line workers and not just customers? In short, “customer first” is an outdated notion that must be replaced with an organizational employee-first mindset. By empowering front-line workers with the tools and support they need to do their job effectively, they’re able to give customers the human-touch experiences they crave.
The best service brands are evolving customer support systems that create emotional connections, strengthen bonds of loyalty and do so in a way that’s unique to their brand.