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
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
“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.
And...it comes with a ‘bonus pack’ containing additional tools, membership to the Frontline Magic community and early access to community events and additional resources.
"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
