Frontline employees are, in most cases, the first contact that customers have with the company. They are the ones that offer the most direct and personal attention, in short, those who contribute to whether the client’s experience is more positive or less, gaining their trust or turning them away from our brand forever.
It is estimated that, in the world, 2000 million people work in frontline positions. They are, without doubt, the backbone of most companies and much depends on them, to a large extent, when it comes to achieving objectives and implementing strategies effectively.
Good communication planning and the transmission of corporate messages can make these collaborators the main prescribers of the essence and values of our brand. However, few companies have managed to take full advantage of these employees to strengthen growth and encourage innovation in the company.
Due to their geographical dispersion, these types of collaborators tend to be the furthest away from corporate headquarters and management committees, so few companies have taken them into account when implementing their digital transformation plans. However, this is starting to change quickly.
If you have not taken steps to digitize your frontline employees, here are 5 reasons not to put it off until tomorrow:
- Establishing a digital communication channel allows us to transmit news, current information and inform about the company’s activities directly and closely, thus increasing the pride of belonging for employees.
- Supporting sales or in the provision of services through digital tools improves the employee and customer experience, thus increasing sales and increasing loyalty.
- Digitalization allows us to establish a multidirectional communication channel where knowledge can be transmitted, not necessarily in a hierarchical way. This promotes accelerated learning and transformation.
- The metrics that emerge from the tools and digital platforms allow you to identify the informal leaders of your organization and therefore, enhance their leadership skills and influence within the company.
- Frontline employees arenatural ambassadors of the company. Pursuing their digitalization allows you to broaden the scope of the company’s messages through social networks, with control over what is published.
To be successful in the processes of digital transformation in companies it is essential to get everyone that is part of the organization involved, from top management, to middle management and frontline employees.
Do you want to find out more? Call us and we’ll fill you in. Gerardo Sama (gsama@atrevia.com).
