As the holiday season approaches, the spirit of festivity is mingled with the hustle and bustle for many frontline workers. These are the individuals who keep the wheels of our businesses turning, often under high pressure and demanding conditions. For businesses, this time leading into the new year is an ideal moment to turn a caring eye towards your frontline workers. 

The Fourth Pillar of the goHappy Employee Engagement Model for frontline leaders is to coach, not boss. But, what does this mean, and how can you embody this in your role?

We’ve said this many times before, but it bears repeating: gathering feedback from your frontline employees is one of the best things you can do for business performance. 

There is an undeniable connection between an organization's employee experience (EX) and the customer experience (CX) it delivers. Denise Lee Yohn, in her insightful piece for Harvard Business Review, astutely observes that given the technological advancements and shifting labor dynamics, "EX is now the key driver of CX." This assertion resonates powerfully with the principles laid out by the goHappy Engagement Model.

America has always been a nation that thrives on the innovation of its entrepreneurs, the insights of its thinkers, and the inspiration of its artists. However, time and again, it's the frontline workforce that stands as the backbone of the nation, ensuring its steady march forward. 

Feedback is the compass that guides an organization toward its true north. Particularly, feedback from frontline employees – those who are in the trenches every day – is invaluable. These individuals deal with the real-time challenges, customer interactions, and the daily mechanics of your operations. 

In any organization, particularly ones that rely on a frontline workforce, the relationship between leadership and frontline employees plays a huge role in shaping the culture, productivity, and overall success of the workplace. 

Something big is on its way over here at goHappy. 

Organizations that rely heavily on a frontline workforce (nearly 90%!) are realizing that frontline employee retention has become their topmost concern. Leaders across industries have recognized the critical role that frontline employees play in driving customer satisfaction, maintaining operational efficiency, and ultimately contributing to the overall success of the company. That’s why frontline employee retention has emerged as the number one concern of leaders in 2023 (even above hiring). 

Organizations are increasingly recognizing the immense value of frontline employees' feedback. These employees, who directly interact with customers and represent the face of the company, possess invaluable insights that can drive operational improvements, enhance customer experiences, and shape the overall success of the organization.