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. 

Every November, the United States dedicates a day to honor military Veterans and their dedication to the country through their service. Some companies observe this quietly, while others make a public gesture. Numerous consumer brands extend gratitude to Veterans by offering complimentary items or discounts. As a #USAF Veteran, I keenly acknowledge and appreciate these gestures. Most Veterans, in response, humbly express gratitude to the companies, recognizing that the acknowledgement is not obligatory.

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.

When it comes to motivating frontline employees, managers and leaders often find themselves facing a perplexing challenge. The traditional rewards — bonuses, promotions, and the like — might appear effective on the surface, but their influence can be fleeting. This is especially true for industries where employees often switch jobs for even a seemingly small hourly pay bump. More so, how can leaders and managers who do not have decision-making power over pay make an impact on employee engagement and retention?

Employee engagement is defined as a measure of how committed an employee feels to their organization; how much they identify with their organization; how satisfied they feel with their job; and how energized they feel in their work. There is no doubt that employers benefit in many ways from high levels of employee engagement, while disengagement not only negatively impacts individual workers, but can easily spread. 

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. 

The current macro environment is challenging for businesses of all sizes. But it’s a lot less challenging if you have above average employee retention. And that’s one place small businesses are winning. 

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.