With the explosion of automated services such as e-commerce, ATMs and pay-at-the-pump machines, frontline people are no longer necessary to facilitate the exchange of goods.
Instead, the key role of frontline employees will be to create "loyalty experiences" for the customer. To survive and thrive in the new economy, managers and business owners need to immediately begin equipping employees with these new experience skills.
If you can service your customers well, they'll appreciate the effort and realize that price may not be the determining factor in whether to continue a relationship with your company. They will then look at what your company can do for them and whether you provide solutions for their needs. Jeff Mowatt (firstname.lastname@example.org) is a 20-year veteran of the service industry who develops training programs and consults to business owners looking to improve their staff's service. He can be reached at (800) 566-9288.