When automated systems fail, customers remember the people who fix it. Every frontline employee needs to understand what actually moves customers at their level, because that's what they'll be judged on when things break.
One of the things that many service businesses overlook is the fact that the people on your team are such an important part of it. You know, like you said, everybody loves you when all the automation does what it should and things work as it should invisibly in the background. But the minute things go a little bit sideways, the minute there's a new regulatory consideration, the minute there's a new thing that we've gotta like jump through hoops because of whatever, those people come to the forefront. And so every single person on your team has to be operating as what I like to call the acting chief of experience. And it's up to them to know, which of those levers matter the most at each of the levels within the organizations that they're serving as customers. Levers and levels, love it.
