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Frontline Workers: Creating a Performance-Driven Culture

A performance-driven culture is what sets the most successful organizations apart from the rest. In this new study Redthread Research reviews its findings from a survey of 623 respondents. It uncovers the makings of a performance driven culture. Read to learn how to reduce turnover, re-skill faster and empower your employees to deliver an unparalleled customer experience.

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By: Karina Freitag and Dani Johnson, Redthread Research

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Managing frontline employee performance -

Frontline employees answer your service call when your internet connection breaks down, help you make a choice at your local electronics store or discuss a home equity loan at your bank. Often referred to as easily replaceable, these employees have the power to make or break your business. With markets becoming more and more commoditized, customer experience has become the new battle ground for differentiation and frontline employees are well… at the frontline. As their name suggests, these employees are at the forefront of your customer experience. Their level of proficiency, efficiency and engagement, will have direct impact on how clients perceive your business.

When it comes to their frontline workforce, companies face 3 main challenges – high turnover, a requirement for continuous reskilling, and the need to empower employees to best serve customers and make quick decisions on their own. In this study Redthread Research, a prominent analyst firm focused employee performance management, people analytics, and L&D, provides insights into the differences in frontline worker’s perception of performance management. The research offers best practices from high-performing organizations in how to overcome those challenges and create a culture of excellence in your frontline. Centrical is proud to be a key sponsor in this research.

Read to learn:

  • How to engage, upskill and empower frontline employees
  • Why frontline employee performance management is different
  • What the world’s best companies are doing to create a culture of high-performance

About the authors

Dani Johnson, Co-founder & Principal Analyst

Dani is Co-founder and Principal Analyst for RedThread Research. She has spent the majority of her career writing about, conducting research in, and consulting on human capital practices and technology. Before starting RedThread, Dani led the Learning and Career research practice at Bersin, Deloitte. Her ideas can be found in publications such as Wall Street Journal, CLO Magazine, HR Magazine, and Employment Relations. Dani holds a Master of Business Administration and a Master of Science and Bachelor of Science degrees in Mechanical Engineering from Brigham Young University.

Karina Freitag, Research Lead
Karina is a Research Leader for RedThread Research. She is passionate about understanding the individual and organizational elements that help people thrive at work. Prior to her work at RedThread, Karina designed talent selection and development solutions and provided talent management expertise on organizational behavior and leadership development. Karina received her Ph.D. and M.A. in Industrial and Organizational Psychology from The Chicago School of Professional Psychology and completed her undergraduate education at Penn State University.

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