How can companies ensure that frontline employees are effectively trained and empowered to gather and communicate feedback from customers in order to drive continuous improvement in the overall customer experience?

Companies can ensure frontline employees are effectively trained by providing comprehensive training programs that focus on active listening, communication skills, and problem-solving techniques. Empowering frontline employees can be achieved by giving them the autonomy to make decisions and take action to resolve customer issues. Providing regular feedback and coaching sessions can help employees improve their skills and confidence in gathering and communicating feedback. Implementing a system for collecting and analyzing customer feedback in real-time can also help drive continuous improvement in the overall customer experience.