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   
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  • The Smart Way to Turn Tellers into Sellers
    Many banks have attempted to generate more revenue in recent years by turning tellers into sellers — that is, by asking frontline staff to peddle a ... to answer my questions was with another customer, it would have been an extremely negative experience.
    05/22/2014 - 3:00 am | View Link
  • Barclays cuts 1,700 jobs as customers turn to technology
    Barclays Bank is planning to cut 1,700 frontline jobs across the UK ... branded the decision a “colossal mistake”, warning that customer service could suffer as a result. Cashiers, personal bankers, operational specialists, branch managers and ...
    11/14/2013 - 10:04 pm | View Link
  • When retailers strike out twice: How to turn customer revenge into reconciliation
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  • Turn Your Employees into Company Advocates
    Give employees unfiltered customer feedback. When frontline employees hear directly from customers they respond. Positive feedback inspires them to keep up the good work. Criticism often motivates them to improve their performance. Adapted from ...
    04/30/2012 - 1:00 pm | View Link
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  • The chemistry of enthusiasm
    Such questions helped Belgacom, a telecommunications provider in Belgium, reduce the excessive flow of customer inquiries to its call center. Workshops with employees ...
    07/24/2014 - 8:08 am | View Website
  • Internal Employee Performance Evaluations
    Internal employee evaluations are a key part of measuring and improving the customer experience. Frequent employee feedback helps drive employee engagement and ...
    07/24/2014 - 12:09 am | View Website
  • The 10 essential strengths of front-line retail employees ...
    How sales personnel engage customers can make or break a retail store. Most customers assume that small, local stores generally have a bigger focus on customer-care ...
    07/23/2014 - 10:57 pm | View Website
  • A Break in the Service Profit Chain: Why Increases in ...
    Contact us at info@customerinnovations.com Subscribe to the Customer Innovations blog by Email Download a short Customer Innovations summary. CEO: Frank Capek
    07/23/2014 - 12:13 pm | View Website
  • Close the loop: Turn customer feedback into customer ...
    +Ben Grinberg is Director of Marketing, an expert in customer service strategy, product marketing and all things customer sales and service related.
    07/22/2014 - 11:34 pm | View Website
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