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Chapter 6

Connect the Frontline to the Bottom Line

with
Cheryl DeSantis
Chief People and Diversity Officer, SmileDirectClub
WHAT'S INSIDE?
Chapter 6
Connect the Frontline to the Bottom Line
If your frontline workers are putting in outstanding performances, your key metrics are certain to improve. Your frontline staff deserve to feel pretty chuffed about these results. In this chapter, we’ll discuss practical ways to demystify corporate purpose and performance, creating strong links between frontline work and bottom line numbers.
We’ll also explore…
  • The most impactful metrics to share with workers and the ideal relationship between performance and rewards
  • How to connect individual work to company goals and reward outstanding performance

  • how organizations can harness their whole team to course correct when things go wrong
Get the book
Chapter 6
How to set your service standards
"Demystify corporate purpose and performance..."
If your frontline workers are putting in outstanding performances, your key metrics are certain to improve. Your frontline staff deserve to feel pretty chuffed about these results. In this chapter, we’ll discuss practical ways to demystify corporate purpose and performance, creating strong links between frontline work and bottom line numbers.
We’ll also explore…
  • The most impactful metrics to share with workers and the ideal relationship between performance and rewards
  • How to connect individual work to company goals and reward outstanding performance

  • how organizations can harness their whole team to course correct when things go wrong
Get the book
“Every team member or employee needs line of sight. How does what they’re doing every day contribute to the company goals? Printing out a giant pyramid of purpose poster and throwing it on the wall won’t cut it. Frontline teams have been long ignored by management. If you want frontline workers to engage with the wider organization, you have to make the first move."
Cheryl DeSantis
Chief People and Diversity Officer, SmileDirectClub
Learn more about
Cheryl DeSantis
Cheryl is a purpose-driven and values-based leader who believes in the power of courage, compassion, integrity and learning. Her passion is inspiring, developing and motivating courageous leaders. She's worked across diverse industries and is a specialist HR practitioner, including internal communication strategy, organizational change, development and wellness.
Bring out the best in your frontline teams
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Other contributors to this book
Chapter 6
"Set key metrics and share performance results daily..."
Jerry Campbell
Director, Consumer Services Service Now
View author >
Chapter 4
"Frontline employees are the people who live and breathe the customer experience."
Charles Ryan Minton
General Manager and Author, Fort Lauderdale Marriott Hotels
View author >
Chapter 5
"Building mastery in any frontline skill—customer communication, problem-solving, complaint handling, and so on—takes time. It takes multiple coaching touches, repeated practice sessions, and consistent reinforcement. "
Anna Egan
Customer Experience Manager, A1 Air Conditioning & Heating
View author >