People development strategy: How to build skills that drive business impact
Frontline teams drive your business, but only if they’re set up to grow.
Recent research by McKinsey highlights that companies excelling in people development generate 300% more revenue per employee compared to their peers, pointing to the impact a focused people development strategy can have.
By transforming everyday training into real, actionable skills, you can build confident employees and stronger capabilities where it matters most—on the frontline.
What is people development?
People development, often used interchangeably with “employee development,” is the intentional, ongoing process of helping employees build the skills, confidence and knowledge needed to perform at their best. It focuses on job-related competencies and empowering new hires and established individuals to grow personally and professionally.
This distinction matters in the context of the frontline.
A people development plan goes beyond occasional training sessions. It involves supporting team members in real-time, aligning growth with daily tasks and making skill-building part of the workplace rhythm. A focused development strategy is essential to long-term success for businesses reliant on frontline workers, whether in retail, hospitality or logistics.
Why people development is critical for frontline workers
Frontline employees are the face of your brand. They interact directly with customers, manage essential operations, and often solve real-time problems. Yet, they’re also the most overlooked for structured development opportunities.
Without meaningful growth, these employees (and your business) risk stagnation. Investing in performance management and leadership development ensures your frontline team is equipped for today’s challenges and prepared for tomorrow’s shifts in customer expectations, technology and operational needs.
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Why people development matters for your workforce
Developing your frontline workforce is critical for your business. When frontline employees are given the tools to grow, they become more confident, capable and committed. A thoughtful people development approach drives real impact across the organization, from customer experience to operational efficiency to talent retention.
Here’s why investing in people pays off:
Boost productivity
When frontline employees receive consistent learning & development, they work more efficiently and confidently.
Ongoing skill-building allows them to adapt to new processes or learning styles, troubleshoot issues faster and reduce errors—all of which improve performance on the job. Empowered workers are productive workers, and productivity on the frontline directly impacts customer experience and the bottom line.
Attract top talent
Development opportunities can be a major differentiator in a competitive LinkedIn hiring market.
Candidates, especially younger generations, seek employers who invest in their future. When people see a clear path for learning and growth, they’re more likely to join and stay with your organization. A development plan can transform your frontline roles from short-term stepping stones into careers.
Reduce turnover
Turnover on the frontline is notoriously high, but it doesn’t have to be.
One of the most effective ways to retain employees is to show them that their growth matters. According to Axonify’s 2024 Deskless Report, 67% of managers and 57% of frontline workers say they’re “making it up as they go along” at least some of the time. That kind of uncertainty can wear people down and push them out the door.
Investing in skill development helps close that confidence gap. It leads to increased job satisfaction, stronger employee engagement and a greater sense of loyalty. Employees who feel supported and capable are more likely to stick around—and contribute more.
Foster diversity, equity, and inclusion (DEI)
People development can be a powerful tool for advancing DEI. By ensuring all employees have access to learning opportunities, regardless of role, background or location, you create a more equitable workplace.
Structured development programs open doors for advancement that might otherwise be closed, helping level the playing field and supporting a more inclusive culture through support or mentoring.
Build workplace relationships
Development isn’t just about individual growth or career progression; it can also prioritize team dynamics.
Mentorship programs, peer coaching and job rotations encourage collaboration and mutual support. Employees learning from one another builds trust and fosters a sense of belonging. These stronger workplace relationships often translate to better teamwork and a more resilient frontline.
Cultivate a company culture of continuous learning
Embedding professional development into the daily flow of work shifts learning from an occasional task to an ongoing habit. A learning culture encourages curiosity, innovation and adaptability.
When learning becomes part of the job, employees are more likely to embrace change, take initiative, and share knowledge across the organization.
Drive future work readiness
The nature of frontline work is constantly evolving. From new technologies to shifting customer demands, employees need to be ready for what’s next. A proactive development strategy ensures your team can adapt to new responsibilities, grow into leadership roles and stay ahead of change.
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How to identify and address employee development gaps
Before you can build an effective development strategy, you need a clear understanding of where your frontline team stands today. Guesswork doesn’t cut it. Instead, use a combination of employee feedback, structured assessments and real-time observations to pinpoint the skills your workforce needs most. These insights will help ensure your training investments are targeted, relevant and aligned to business outcomes.
Here’s how to uncover those gaps:
Use feedback loops
One of the fastest ways to uncover development gaps is to ask employees directly. Frontline teams are closest to the work and often know where training is lacking. Regular feedback sessions, surveys and pulse checks can reveal key insights and guide more effective development programs and business goals.
Implement skills gap analyses
A structured skills gap analysis helps you assess current capabilities against the business’s needs. Whether through assessments, manager evaluations or performance reviews, identifying these gaps allows you to create targeted, data-driven training programs that close them efficiently.
Leverage on-the-job observations
Frontline managers are in a prime position to identify learning opportunities in real time. Regular check-ins, coaching moments and daily observations help identify areas where employees need more support.
This hands-on approach ensures development remains relevant and timely.
8 practical people development strategies for frontline teams
Once you’ve identified the skills your frontline team needs, it’s time to act. But traditional one-size-fits-all training won’t deliver the agility or impact today’s frontline roles demand. Instead, use a mix of practical, accessible development strategies that align with the realities of frontline work—short shifts, mobile-first access, and constant change. These eight approaches are designed to build knowledge, boost engagement and create long-term value for both your people and your business.
- Just-in-time training
Provide learning at the moment of need, when it’s most valuable. This could include short videos, tip sheets or digital training sessions accessible on mobile devices so employees can learn without leaving the floor. - Job shadowing and rotation
Allow employees to step into different roles to broaden their skill sets and better understand cross-functional workflows. This will boost engagement and prepare team members for advancement. - Mentorship programs
Pair employees with experienced team members who can mentor, support and encourage their growth. Mentoring builds confidence and helps preserve institutional knowledge. - Peer coaching
Encourage team members to learn from one another through collaborative problem-solving and shared best practices. Peer coaching creates a strong sense of community and accountability. - Upskilling and reskilling initiatives
Offer focused training to build new skills or shift into new roles. Whether learning a new technology or preparing for a promotion, these programs help employees stay competitive and relevant. - Microlearning courses
Break down training into small, digestible lessons that employees can complete in just a few minutes daily. Microlearning improves employee retention and fits into busy frontline schedules. - Recognition-based learning incentives
Use gamification and recognition to reward progress. Badges, points or shoutouts for completing development milestones motivate and engage employees. - Knowledge-sharing communities
Create digital or in-person spaces where employees can exchange tips, ask questions and share insights. These communities encourage collaboration and promote continuous learning of new skills.
5 steps to create a successful frontline employee development strategy
Even the best development tactics fall short without a strong strategy behind them. To create meaningful growth opportunities for your frontline employees, you need a structured plan that connects learning with business goals.
These 5 steps will help you design a people development strategy that’s scalable, measurable and responsive to your team’s evolving needs.
- Set clear development goals: Align learning efforts with business outcomes. Are you aiming to reduce turnover? Improve customer satisfaction? Support internal promotions? Clear goals shape more innovative strategies.
- Assess employees’ skill sets: Gather baseline data through assessments or manager feedback. This helps tailor training to each team member’s needs.
- Implement a blended learning approach: Mix on-the-job training with digital learning modules or scenario-based learning for a flexible, accessible experience. A blended strategy meets employees where they are, boosting engagement and effectiveness.
- Encourage continuous learning: Make personal development a part of the everyday workflow. Encourage curiosity, reward progress and embed learning into shift schedules so it becomes second nature.
- Measure success and adjust as needed: Track performance, participation and business metrics to understand what’s working. Use this data to refine your programs, ensuring they align with evolving needs.
The 10 most important skills behind every high-performing frontline team
Strong frontline performance starts with the right skills.
These core competencies help employees navigate daily challenges, deliver excellent service and contribute to a positive team culture. While development needs will vary by role, here are 10 foundational skills every frontline team member should have:
- Communication – Clear, confident interactions with customers and team members
- Adaptability – Flexibility in fast-changing environments
- Problem-solving – Quick thinking to resolve issues on the spot
- Leadership – Motivating peers and modeling great performance
- Emotional intelligence – Understanding and managing emotions under pressure
- Conflict resolution – Navigating disagreements professionally
- Digital literacy – Using technology to streamline work
- Team collaboration – Working effectively with others
- Customer service excellence – Creating positive experiences
Time management – Balancing tasks efficiently
The future of your business starts with your frontline
A strong people development strategy isn’t just nice; it’s essential for business. For frontline organizations, where execution meets customer experience, skill-building directly impacts performance.
By investing in daily development, embedding learning into the flow of work and creating real opportunities for growth, you build a stronger, more resilient workforce. When your people grow, so does your business.
Ready to turn people development into real business impact?
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