Frontline execution plays a major role in the success or failure of an organization.
In the current highly competitive environment, providing excellent customer experience has become a significant advantage and performance differentiator for many organizations. Studies have shown that there is a positive correlation between investment in service excellence and improved organizational results.
Organizations that leverage this automatically increase their customer loyalty, retention and increase their market share, while improving employee productivity and efficiency.
A service-driven organization requires executives who lead from the front. They can bridge the connection between frontline employees and senior management, ensuring that everyone understands that they contribute towards delivering a superior experience to customers. Further, they incorporate the input of the frontline staff in the decision-making process. How well all employees – particularly the crucial customer-facing staff – understand the organization’s strategy and their role in it determines how successful the strategy will be.