An effective customer-facing team is one that is:

• empowered: they have the authority and the access to take the required steps, based on their good judgment.
• well trained: they have the opportunity to continually update their skills, learn from feedback, and share ideas with their colleagues
• respected: they know that the rest of the company values their input and insights
• engaged: they can operate the team with enough slack and a variety of tasks so that no one gets burned out.

In this interview with Authority Magazine I also talk about AI, culture, and the five key components of building lasting customer relationships.