Frontline employees are undoubtedly the eyes and ears of any organisation. They are the faces that customers interact and transact with the most. They are the experiences that customers remember.
So, why is it that most organisations do not utilise their complete potential?
A study published in the Harvard Business Review concluded that 56% of frontline employees said they have suggestions for improving company practices, and 43% said their insights could reduce company costs.
According to a report by Gallup, organisations that have an engaged front-line employees and customers can experience a 240% boost in performance-related business outcomes compared to organisations with neither engaged employees nor customers.
Therefore, it is extremely pragmatic to engage and empower the frontline employees for maximising profits and productivity. It is essential to bestow the front-line employees with independence and information so that they can influence a customer’s opinions.
There are two pre-requisites-
The driving idea behind ‘Power to Individuals’ is that for maximum efficiency, every employee should be able to control his interactions with the end customer. They should have the independence and the information required to be able to influence the customers’ opinion.
Let us look at a few instances of how an empowered frontline employee can be an asset to an organisation.
Usually, frontline employees only play a small role in the life cycle of a customer. But by empowering and engaging them, you allow them to develop a comprehensive understanding of the customers’ experiences. This, in turns leads them to adjust and adapt in order to serve the customers better.
Therefore, granting power and information to every single employee instead of just the decision-makers has an enormous influence on the perception of an organisation in public imagination.