By 2020, the customer experience will likely overtake price and product as a key brand differentiator. In other words: People will care more about how a company treats them than what that company sells or its prices.As marketing leaders examine how their experiences nudge audiences to the point of purchase, they must look beyond their customers to the people who deliver those experiences: front-line employees.Unfortunately, most brands use outdated methods to engage those team members. Thankfully there are a few steps you can take to help your employees deliver the experiences that your customers expect.
If you don’t benchmark frontline insights, how can you improve as a business?
Frontline employees serve as the face of the business, directly interacting with customers and handling essential operations. Their insights are
