What do we mean by ‘Frontline’?
Customer-facing people.
Beyond the specifics of each role, the key frontline success factor is building trust in every interaction.
What is the challenge?
Change. From removing performance limitations to brand repositioning; the frontline dynamic of process, skills and behavior makes any development a potentially complex challenge.
A different approach.
We have created a Project Framework designed to solve frontline problems, develop people and sustain measurable outcomes.
Transformation.
That’s the goal. The frontline has an extraordinary potential to transform customer outcomes for the benefit of all stakeholders.
The Future Frontline.
Equipped to serve. Able to adapt. Resilient to the mental pressures of their role. Self-assured and competent.
The frontline – redefined and upgraded to meet the automotive retail demands of today and tomorrow.
A Measured Approach
To sustain any frontline solution, it’s necessary to convert human actions into performance data.
Performance data identifies gaps in a person’s development progress.
This allows targeted content to be delivered and the gaps closed.
Like the training wheels on a bicycle, tracking and gap closing can be removed once the data shows the required performance standard has become automatic.
Personalised, verified,
and relevant.
Tracking is a positive mechanism that works for every individual. It is an integral part of their personal change.
To ensure it stays on track, team supervisors conduct data audits to verify the frontline observations.
To complete a 360° review, the frontline adds customer behavior samples into the analysis.
Data-Driven Performance fulfils the critical need for meaningful metrics whilst solving both the measurement and sustainability challenges.
Frontline Challenges. Solved
Problem Solving
Seamlessly integrating a retail operating system across the frontline
Elevating complaint to strengthen customer outcomes
Embedding frontline leadership soft skills capabilities
Troubleshooting of time sensitive frontline-related problems
Performance Upgrades
Transforming frontline performance (from A-Z)
Hitting no. 1 in market surveys
Brand positioning projected through the retail frontline
Connecting brand strategy through customer experience outcomes
Frontier Projects
Any frontline performance issue requiring a sustainable solution
