![]() Recognizing that frontline staff are the key to a memorable customer experience is critical for any company. This doesn't have to be the case if you choose a platform with built-in best practices. Does the platform offer ready-made coaching and customer experience playbooks? Most companies take weeks or even months to assimilate and act on customer feedback because developing intervention programs, approaches and training take time.If each and every employee doesn’t have a personalized dashboard on their mobile device (because you can't open a laptop on the tarmac!), then it doesn't belong in your frontline business. Does the platform turn data into insights? Beyond numbers and indicators, customer experience software should turn data into actionable insights in the hands of frontline staff.If all that your platform does is measure, you're missing out on the opportunity to manage how you go about creating better experiences. Does the platform offer more than the "policing" of numbers? Targets are great, but customer experience isn't (only) a numbers game.If you're looking at technology to help create these experiences, here are three important things to ask when investing in a frontline employee-customer experience platform: With millions of frontline workers worldwide, and countless interactions every day, the sky's the limit when we start using the right tech to inspire, motivate and coach people to feel empowered to create better experiences. Imagine if after every proverbial "customer experience slam dunk," their mobile dashboard lit up with praise and encouragement. Thousands of likes on Twitter are great, but imagine for a moment a world in which we could connect each of these frontline heroes directly to feedback from the people they so tirelessly serve and, taken a step further, provide them the training, motivation and support they need to keep on fueling service excellence in future. One example of this is a customer experience platform, which should not only make every customer experience awesome, but it should make frontline work awesome as well. And dare we say that they deserve the technology to match their herculean efforts. They're frontline workers and they wear uniforms, safety vests, pinafores and pilot badges. The story also shows us that everyday service heroes are seldom the CEOs or "suits" at head offices. Without this, there would have been no score! The habit is built around a central belief that so often, frontline employees are muted by policy or practices (i.e., "follow these rules"), with leadership neglecting to actively solicit their input to improve the customer experience.Īt the opposite end of the scale, if the frontline workers know they're empowered to do the right thing, regardless of policy or practice, these slam dunk moments would happen far more frequently, manifesting as lightning-fast and innovative thinking to save the day for customers. I believe the manifestation of this airline's one-of-a-kind commitment to its customer on the tarmac was the result of what I'd describe as "unmuting the frontline," which is the seventh habit from our company's ebook. While this story is a great example of the importance of building an experience-first culture, it also underscores the importance of leveraging technology to support frontline teams to take customer experience to the skies. The airline later updated its Twitter bio with this: "We run on #SouthwestHeart! Follow to see more from the best Employees and Customers in the world." ![]() ![]() Team LGB moves the phone down the terminal with alarming speed and hands it off to Power Ramper KJ on the tarmac. "Employees see a customer's left-behind phone in the gate area, but the plane is already pushed back from the gate.
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