Every year, thousands of employees are hired or promoted into their first management role, and every year, many of them fail. Frontline employees play a critical role in any business; selecting and building a frontline advantage is central to an organization’s business strategy. While strong leaders are invaluable in setting the organization’s vision, strong frontline supervisors and managers are needed to communicate and operationalize that vision. Frontline managers must motivate and bolster the morale of the people who ultimately deliver services to customers.

Investing in developing frontline talent increases the likelihood of employee retention and engagement, customer satisfaction and productivity. A well-developed frontline workforce provides potential candidates for management positions and allows for succession planning and talent management.