Invest in your employees

The 1to1 Blog recently wrote an article that once again placed customer service on the shoulders of the employees. When a company invests and trains in their employees, the customer experience is ultimately a better one. A great example is this one from PetSmart:

Molloy explained that employees are trained, for example, to move dog owners shopping for dog food "up the aisle" from grocery brands to mid-priced "bridge" brands to premiums brands. Since pet food accounts for the bulk of PetSmart's revenue, having engaged employees who are comfortable with and trained to move customers along the value chain can make a significant impact on the bottom line.