Your front line directly affects the bottom-line. So why are they always the last to hear things? The front line should receive feedback and motivation quickly and on a continuous basis. We create in store material that continuously reminds the front line on what they are improving. We integrate your training and service message into physical posters and plaques which are hung in the back office.

We also communicate with your front line staff one on one. On a regular basis we send them text messages, emails, and letters. This keeps your staff engaged and focused. Your staff receives a welcome package and tool box which contains workbooks, and other supporting training materials.

At AQ, we believe that all employees can and want to do their job well. They all have it in them to provide great customer service. However, different people have different motivators. To unlock the full potential of your employees, we create incentive and reward programs that don’t just focus on extrinsic motivators but on intrinsic impulses as well.

Rewards are never monetary as they do not have the desired long terms effect, but rewards reflect emotions that align with the brand or the objective of the program.

For example, one of our programs is directly linked to both mystery shopping results and to tasks to be performed by employees as part of their normal daily activities. The better the tasks performed, the more points the store gets. A real-time leader board shows the current scores of all the stores and an online chat portal allows staff to comment on the rankings. Naturally, teams would start improving their performance in order to beat the better store. The reward for the eventual winning store changes, but could be a day off while management runs the store. If that does not demonstrate recognition from their peers, what does?

In addition, we also set up individual incentive programs. Based on focus visits, we give each staff member a reason to focus on points of improvement for their store. If they perform well, we give them a reward right there on the spot.

What makes our incentive and reward program unique and successful is that it focuses on extrinsic and intrinsic motivators and also includes real-time rewards for teams and/ or individuals. At the same time it is aligned with your existing career paths and training schemes.

Your frontline employees are digital natives and therefore rely on diverse communication methods. This is why we have created customized online platforms that integrate data with coaching, master classes, e-learning, and incentives. The online platform is the hub for all information dissemination and communication – it keeps your frontline staff informed and motivated. To ensure momentum, we regularly change the content, appearance and tools of the online platform.

For full data release we provide our clients easy to use and professionally designed online research platforms that allow management to view on-going fieldwork, management reports enabling your area-, regional- and top management to have real-time access to knowledge.