Frontline employees are essential to the success of your business. They’re the boots-on-the-ground executors of business strategy. Your business will succeed (or fail) based on the decisions they make every day.
In fact, 70% of customer experience transformations fail, not due to poor planning or lack of resources, but instead due to employee resistance. Which means, you can have the most forward-thinking, foolproof business strategy imaginable, but if your frontline employees aren’t properly enabled to execute on it, customers will look elsewhere.
There’s no denying that frontline performance is a critical part of delivering a high-value customer experience. But this brings us to the big question that probably caused you to start reading this guide in the first place.