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Chapter 6

Connect the Frontline to the Bottom Line

with
Jerry Campbell
Director, Consumer Services Service Now
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
"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
Get the book
“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.
Bring out the best in your frontline teams
If you're a frontline leader - the book is FREE!
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.
Get the book
Other contributors to this book
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 2
"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."
Scott Runkel
Former VP, Customer Experience, A&R Blocks
View author >
Chapter 2
"Connect service standards and goals..."
Jeremy Hyde
Director, Customer Service Sun Country Airlines
View author >