Communication is one of the pillars of successful frontline improvement.
Addressing frontline employees and store managers as individuals gives all stakeholders a clear view on what is expected of everyone, but also makes them feel recognized; that they are not just a number but an Ambassador of the brand.
At AQ, we engage and interact with your employees through frontline communication, which includes communication through mail, email, text messages and through our online portals that are tailored to your brand and will allow you to release information directly to your employees.
Incentives and engaging extra tasks are provided to create an enjoyable and exciting work environment.
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.
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.
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.