Empowering Frontline Workers Summary Report

Author: Robin Gareiss, CEO and Principal Analyst

Key Findings:

• Top business priorities: customer service, employee efficiency, revenue growth
• Top investment: Improving processes, frontline worker training
• Nearly half have a CCO
• Less than half fully empower frontline workers
  • Why not empowered? Lack of training, no way to track problems/resolutions, concerned workers will give too much away
• Tracking, sharing, acting on ratings, plus rewarding & empowering frontline employees is most effective to improving business success
• 48% of sales are repeat business; 27% referrals