The article emphasizes the importance of listening to frontline employees, who represent a significant portion of the global workforce. Their insights can help avoid major issues, as seen in a retail example where employees identified defective products, preventing potential negative consequences. However, the article highlights a concerning trend: frontline worker motivation has decreased, with only 66% feeling motivated to excel compared to 76% of salaried workers. Factors contributing to this dissatisfaction include financial challenges, lack of career advancement, and increased customer incivility, highlighting a need for better engagement strategies.
Empowered and well-supported frontlines will lead to better business results.
Two-thirds of frontline workers in 2024 said they were "motivated to go above and beyond"—a decline from the previous year.
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