Experience Management
Closing the Frontline Experience Gap: How Cheers is Pioneering a New Category
Closing the Frontline Experience Gap: How Cheers is Pioneering a New Category
For many service-focused businesses—whether it’s a home healthcare provider, a property maintenance company, or a tour operator—frontline interactions are the heartbeat of their work. These face-to-face moments aren’t just transactional steps; they shape how customers feel about a brand, impact employee motivation, and ultimately drive loyalty and growth. Yet, if you talk to operations managers or field teams, they’ll likely tell you there’s still a major blind spot when it comes to managing the quality of these in-person experiences. This blind spot is what we at Cheers call the Frontline Experience Gap—and we believe it’s time to close it.
From Digital Experience to Frontline Experience
Over the past decade, businesses have become experts in optimizing digital touchpoints. We’ve seen entire categories of software dedicated to fine-tuning online user experiences, social media engagement, and internal workflows. But for in-person service, too often the customer’s perspective remains hidden and the employee’s voice goes unheard. Companies may rely on scheduling apps, separate payment systems, and occasional surveys—but these elements rarely talk to each other in a cohesive way.
That’s why we’re championing a new approach called Frontline Experience Management (FLXM). It’s more than a product—it’s a philosophy for orchestrating every on-site interaction in a seamless loop that delights customers, empowers employees, and arms businesses with real-time insights. Think of it as a unifying framework that brings together operations, customer feedback, and employee engagement all in one place.
What is FLXM (Frontline Experience Management)?
Frontline Experience Management is about treating in-person service moments with the same rigor and real-time visibility that companies have applied to digital channels. It means:
Preparing your field teams with the right tools and information.
Delivering an exceptional on-site experience that includes easy payment and tipping.
Capturing Feedback immediately—both from the customer’s perspective and the employee’s.
Closing the Loop through data-driven insights and continuous improvement.
This is not just another field service app or a standalone feedback tool. FLXM is the unified management of the entire experience chain at the frontline. It’s a category that sits at the intersection of operational efficiency, customer engagement, and workforce empowerment—blending them into a single, powerful approach.
Why Now?
Several trends have converged to make FLXM a must-have:
Rising Customer Expectations: In the age of instant gratification, customers want consistency across both digital and in-person experiences.
Labor Challenges: Employee turnover is costly. Frontline staff who feel valued, recognized, and supported are more likely to stay.
Digital Transformation: Organizations are digitizing at lightning speed, yet the final, face-to-face stage of service often lags in transparency and measurement.
When these trends intersect, businesses that can seamlessly manage every step of the in-person encounter gain a clear advantage—delivering standout experiences, building brand loyalty, and fostering a motivated workforce.
Cheers: Leading the FLXM Charge
At Cheers, we’re proud to be at the forefront of this new FLXM category. Our platform is designed to make every on-site service interaction easy, integrated, and high-impact. Here’s how:
Delight Customers in the Moment
Customers can pay or tip via simple QR codes or contactless options, and instantly share feedback while the experience is still fresh.
By closing the feedback loop right away, businesses can resolve issues promptly and reinforce what’s working well.
Empower Frontline Teams
When employees see immediate praise, reviews, or constructive input, they feel more connected to their work.
Recognizing excellent performance—on the spot—turns customer satisfaction into tangible motivation for frontline staff.
Gain Real-Time Insights
Our all-in-one workflow aggregates data from scheduling, payment, and feedback into a single dashboard.
Managers get at-a-glance visibility into daily performance, trends, and any potential red flags—allowing them to adapt and iterate continuously.
Drive Continuous Improvement
By uniting operational metrics with direct customer sentiment, businesses can spot patterns, identify training needs, and recognize star performers.
This creates a virtuous cycle of learning, improving, and consistently elevating service quality.
A Category for the Modern Service Economy
We liken Frontline Experience Management to the revolutionary impact that CRM had on sales. Before CRM, managing customer interactions was a scattered process; CRM consolidated the flow, giving companies a centralized way to track and nurture relationships. Now, FLXM does the same for the final mile of service delivery.
It goes beyond legacy field service systems by integrating real-time customer experience data.
It surpasses standalone feedback platforms by embedding that feedback directly into day-to-day operations.
It outperforms traditional employee engagement tools by tying recognition and growth opportunities to real-time customer interactions.
Ready to Cheer for a New Kind of Service?
We believe that Frontline Experience Management will be a game-changer for businesses of all sizes—whether you have a handful of technicians or thousands of field reps across the globe. By unifying the operational, customer, and employee dimensions into one seamless loop, organizations can finally manage the quality of in-person services with precision, care, and agility.
That’s the promise of FLXM, and it’s what drives our vision at Cheers:
Every face-to-face service moment can—and should—be an opportunity for excellence.
If you’d like to learn more about how Cheers can help you become a frontrunner in FLXM, we’d love to connect. Together, we can close the Frontline Experience Gap and set a new standard for service in the modern age. After all, life is better when every service ends with a cheer.
