Investing In Front-Line Employees Is Critical To Business Success

Do you know Jennifer? You may not have realized it, but you’ve already met — several times. She’s the person who put your groceries in your car at the store last week. She’s the person who answered the phone when you called your internet provider. She’s the person who delivers your mail every single day.

Jennifer is a front-line employee. She’s part of a workforce that people are now consistently referring to as “essential” as we find our way through the coronavirus pandemic. But the truth is that she was always essential, even before everyone noticed. And she’s not alone. About 80% of employees worldwide work on the front line. They have always been there to keep our communities moving forward.

The Front Line Has Always Been A Differentiator

Whenever you need her help, you expect Jennifer to do a good job, right? If she doesn’t perform to (or exceed) your expectations every time, you might take your business elsewhere. A PwC report found that even for customers who love a company, 59% will walk away after several bad experiences. Seventeen percent will leave after the first one. ServiceChannel’s “The State of Brick and Mortar Retail Report” found 40% of customers are likely to spend less money where they’ve encountered a negative experience, and 43% will likely switch to a competitor.

Read the full article from Forbes

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