Peer into a Starbucks at an off time and you might see a few young baristas tapping on their phones as they wait for their next customer. This scenario isn’t much different in a retail store, car dealership or call center, for that matter. Millennials and Gen-Zers are joined at the hip with their mobiles. And whenever they have a spare moment, they use them to text a friend, Google a question, watch a YouTube video, make a purchase, snap an Instagram photo, send a tweet or engage in some other app. Technology has given them on-demand access to pretty much anything. It’s what they’ve grown up with and it’s what they’re used to. So, employers can either harness this new reality for their benefit or fight a losing battle.
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