Anyone who deals with customers needs to be fully aware that their job is about to undergo a huge transformation. With the explosion of automated services such as e-commerce, ATM’s and pay-at-the-pump machines, front line people are no longer necessary to facilitate the exchange of goods. Instead, the key role of front line 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.”
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