Empowering Frontline Workers Summary Report

Published on: March 14, 2022

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

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