Customer story It’s hard to overstate the importance of frontline managers. You count on them to execute on business strategy and motivate employees, while often serving customers on the floor themselves. But with managers spread out across hundreds of locations, it’s not easy to see how they’re doing or provide meaningful leadership training and support. That’s the challenge Brad Eamer set out to tackle at Shaw Communications, Western Canada’s leading network and content specialist. As manager of channel training, he’s responsible for the training needs of frontline staff in Shaw’s 300 retail locations. Their stores run lean, so store managers are usually working side-by-side with their employees all day— which meant that most coaching was happening informally. “It’s an i

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