How can companies ensure that frontline employees are empowered to provide valuable feedback that positively impacts the customer experience and business performance?

Companies can ensure that frontline employees are empowered to provide valuable feedback by creating a culture that values and encourages open communication. This can be achieved through regular training sessions on effective feedback techniques and active listening skills. Additionally, companies should establish channels for employees to easily share their feedback, such as suggestion boxes or digital platforms. It is also important for companies to show appreciation for the feedback provided by frontline employees and take action on their suggestions to demonstrate that their input is valued and can drive positive change in the customer experience and business performance.