One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. Our work with hundreds of companies offers a clear and simple answer.
How to Motivate Frontline Employees
Focus on learning to drive results, not pressure.
August 30, 2018
Summary.
One question that has long plagued organizations is how to create high-performing front lines — without unexpected consequences. The solution may be simple: Focus on motivating frontline workers. An experiment with a national retail organization found that transforming the operating model of some stores, to boost the motivation of their employees, raised productivity, customer satisfaction, and sales. The key was to get rid of motivational tactics that created emotional and economic pressure on employees, and instead build systems to encourage learning and a sense of play and purpose in the work.
New!
HBR Learning
Leading People Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Leading People. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
What you need to know about being in charge.
Learn More & See All Courses
New!
HBR Learning
Leading People Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Leading People. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
What you need to know about being in charge.