Turn To Frontline Employees For Customer Insight

To succeed in business you need to know what your customers really want. Companies routinely use conjoint analysis, focus groups, customer panels, and other methods to get this info. But traditional research has its limits. To get a true insider view, turn to your frontline employees. They often get an unfiltered view of how customers interact [...]

Topics:  turn   customer   frontline employees   view   
  • Agencies Turn to Social Media
    All 13 services reported that within the past year they gathered ideas for improving customer service from frontline employees through staff meetings, blogs, employee suggestion programs and employee surveys. The report also identified several customer ...
    02/15/2016 - 11:00 am | View Link
  • Turn Employees Into Brand Advocates With Case Studies
    Offer the executives a virtually no-cost way to get employees satisfied, engaged, and eager to help the company skyrocket, and a way to attract talented new staff. Your content marketing mission? Turn your employees into brand advocates with well-developed ...
    02/6/2016 - 11:00 am | View Link
  • Customer Service: How a simple purchase decision can turn into a financial boycott
    You may think I'm just angry and will cool off, yet there are stores today that I will not visit, some many years later, because of deficient customer service. Luckily, it's not a lot. Just a few. But if the frontline employees (who are a reflection of ...
    01/6/2016 - 11:00 am | View Link
  • Brand aid: How Paul Sarvadi knew it was time to turn Administaff into Insperity
    So he and his team rented Minute Maid Park and invited all 2,000 employees, some friends of the company and ... Now we have the ability to look at a customer for life: when they are first in business, when they find out where they are, and then help ...
    10/30/2013 - 12:30 am | View Link
  • When retailers strike out twice: How to turn customer revenge into reconciliation
    But when a firm strikes out a second time – for example, by failing to resolve the initial mistake – the insult added to injury can lead customers to seek revenge by aggressively confronting frontline employees, bad-mouthing the firm or complaining to ...
    06/16/2013 - 1:00 pm | View Link
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  • MaritzCX | Customer Experience Software and Research
    MaritzCX provides Customer Experience software (CX) and research to help you respond to the Voice of the Customer instantly through our CX Platform.
    01/9/2017 - 3:14 pm | View Website
  • FRONTLINE/WORLD . Rough Cut . Dubai: Night Secrets | PBS
    Rough Cut Dubai: Night Secrets The oldest profession in the newest playground BY Mimi Chakarova September 13, 2007
    01/9/2017 - 11:47 am | View Website
  • Home
    Joint venture is Transport for London's operator for London Overground electric passenger train service.
    01/8/2017 - 9:42 pm | View Website
  • The ‘moment of truth’ in customer service | McKinsey & Company
    Focus on the interactions that are important to customers--and on the way frontline employees handle those interactions.
    01/8/2017 - 9:39 am | View Website
  • Why Cisco Fell: Outsourcing and Its Perils
    This article was originally published by Booz & Company. Perhaps no company underscored the limitless potential of the New Economy more than Cisco Systems Inc.
    01/7/2017 - 11:38 pm | View Website
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