Too many customer experiences are ruined by one simple problem: frontline reps are not empowered to solve customer issues on the spot.
Easy-to-resolve, minor issues soon become difficult-to-resolve major issues because an employee was constrained by policy, process, or simply bureaucracy.
The customer, who just wanted a simple fix, now has to jump through hoops to get her issue resolved. A $5 problem just became a $500 problem — or a $5,000 problem depending on the lifetime value of the customer.
An empowered employee, who had the authority and autonomy to take care of the customer in real time, could have made the difference.