One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. Our work with hundreds of companies offers a clear and simple answer.
To show how it works, we’ll walk you through an example. In 2016 the leadership team of a national retail organization asked us to help boost their frontline performance. They wanted to improve revenue, cost, risk, and customer satisfaction all at the same time. (They reached out to us because we wrote a book describing how…
