Empower the front line

To empower the frontline, need to be understood across your organization. Empowerment means that your frontline workers believe they are an important part of the organization. You as a senior manager need to show your appreciation of the role they play on the frontline and, most importantly, acknowledge, collect and analyze and act on the feedback they provide. Your frontline staff understands the impact changes in product, service, and processes will have not only on their roles but on the customer. Ensuring that your frontline team understands how you want to treat customers and the style of relationship you want your customers to experience will impact how they behave, the sorts of decisions they make, and ultimately will form the view that the customer has of your organization.