Frontlne 360


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Frontline 360™
“A Dynamic, Multi-Dimensional
Evaluation Of Your
Front Line Experience”

Introducing Frontline 360™:
Frontline 360™ is a proven and powerful approach that can provide you with a real-life, 360-degree evaluation of your frontline experience, including:
· The impact of the delivery of your Frontline Experience on brand image, relationship building and,
ultimately, on sales
· Actual service performance versus corporate standards
· Your frontline staff’s compliance to program/product offers
· The effectiveness of your current training programs on frontline experience delivery
· If desired, an evaluation of the frontline experience compared to your competition

How Frontline 360™ Works:
Frontline 360™ accomplishes this by evaluating your frontline staff’s delivery of program and product offerings as “seen” and “perceived” by customers and prospects
We accomplish this by having our trained Frontline 360™ Evaluators assess your frontline staff via in-person visits and/or telephone interviews on specific areas of “touch” and correlating with consumer perceptions
The Frontline 360™ model correlates the dimensions on which the frontline staff are evaluated with the acceptance of the program and product offerings
The products evaluated differ for each of our clients. We can accommodate as many products as our clients need to be evaluated.

What Frontline 360™ Measures:
· There are five areas of the prospect “touch” that are measured by Frontline 360™ .
· Each of these areas has 4-5 unique variables that are weighted in order of importance. We use these weights as input into the score for each area.
· In turn, each area is weighted by importance as input into the final score.
· Ideally, in an everyday encounter that the rep has with the prospect each area should progress into the next.

By knowing what you need to accomplish on the frontline, you can then re-visit your back office and make sure that your business processes, operations and technology systems
are closely aligned with customers needs:

· Sales: Motivate your representatives to provide better customer service, develop relationships, and, ultimately increase sales through cross-sell.

· Marketing: Improve image of the brand by understanding from a prospect’s perspective if they are getting the customer service they expect.

· Human Resources: Evaluate performance and improve levels of service and reward as applicable

The Benefits of Frontline 360™ Compared to Traditional C-Sat & Mystery Shopping Approaches:
Compared to more traditional methodologies, Frontline 360™ offers many advantages:

Mystery Shop/C-Sat	Frontline 360
√ Unable to understand the bottom line impact of the frontline staff’s approach to customer service	√ Bank can evaluate frontline experience delivery and make adjustments quickly!
√ Unable to understand the direct impact of different initiatives on the customer	√ Can understand immediately if an initiative is being delivered & accepted!
√ Unable to understand nuances of the community that frequents the branch	√ Can address the differences in the customer base of a branch and adjust accordingly!

Contact Target Research today to schedule a presentation of an actual Case History how Frontline 360™ has successfully performed for a retail banking client!

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