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
"Set key metrics and share performance results daily..."
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
“How can we relate individual goals to company goals in such a way that employees feel enthused? It goes back to expectations once they meet those goals. Frontline leaders must make rewards crystal clear to their employees. When people hit their numbers, you have to deliver those rewards—fast."
Jerry Campbell
Director, Consumer Services
Service Now
Learn more about
Jerry Campbell
Jerry Campbell’s frontline career credentials include both senior military and corporate positions where he's known for driving change, forming award winning teams and providing strategic vision. He has comprehensive experience across leadership, organizational design and program management. Across these very different environments, Jerry believes the fundamentals of supporting a frontline team are always the same.
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.
"It's important that teams see a connection between the work that they’re doing, their team goals, and the highest level company goals so they know their work matters."
"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
