Talking Point: The Disney Institute Blog

Measuring the Success of Front-line Employees

May 08, 2012 by Jeff James, Vice President & General Manager, Disney Institute

Front line employees are crucial to the success of your business as they interact directly with consumers. An unhelpful and ineffective staff will ultimately damage your organization’s reputation and could result in loss of business.

What’s the best way to measure the success of your front-line employees? At Disney we use a wide variety of techniques that are applicable to any organization:

1.) In our theme parks we use peer-to-peer review on performance. Fellow Cast Members can evaluate each other and provide feedback on what they do well or could improve upon.
2.) Depending on the role, we use specific measurements, such as quality monitoring at our call centers.
3.) Our leaders closely watch and monitor Guest interaction and Cast Member attitudes.

What can you do to ensure and measure the success of your front line staff?

Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Employee Engagement | Tagged Leadership Skills, Effective Management, Employee Recognition, Customer Service Techniques, Customer Experience Improvement

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