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   
  • Harvard's Ash Center Honors Innovative State and Local Government ... - Government Executive
    ... by text message with information about when their turn for service is ... Employees and spouses who participate in the program and achieve and ...
    02/23/2015 - 3:25 pm | View Link
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  • Suresh Prabhu's Railway Budget 2015 Speech: Full Text
    Railway Minister Suresh Prabhu in his first Rail Budget on Thursday announced a record investment plan of over Rs. 1 lakh crore in 2015-16 while sparing the passengers of a fare hike.
    02/26/2015 - 5:48 am | View Link
  • Railway Budget 2015: Full text of Suresh Prabhu's speech
    Railway Minister Suresh Prabhu presented the Railway Budget for the 2015-16 financial year in the Lok Sabha on Thursday. Here's the full text of his speech -
    02/26/2015 - 4:01 am | View Link
  • Now is best time to be in PH, says FedEx chief
    As with many other expatriates who have commended the country's resounding economic success story, Rhicke Jennings similarly believes that now, more than ever, is the best time to be in the Philippines.
    02/14/2015 - 1:17 pm | View Link
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  • Can Nikhil Nanda turn around Escorts?
    "You can be consumer-centric only if you know the customer and live his life," says the 40-year-old. Its effect on the employees, Nanda claims, has been transformational. Image: Escorts' social media campaign, #IWantToRideATractor, became a huge hit with ...
    01/21/2015 - 3:45 pm | View Link
  • 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 - 10:45 am | View Link
  • When retailers strike out twice: How to turn customer revenge into reconciliation
    the manager can act quickly to help the customer perceive a positive motive and move toward reconciliation. Additionally, managers may train frontline employees to recognize the importance of perceived motives and empower them with the skills to provide a ...
    06/16/2013 - 11:17 pm | View Link
  • 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
  • Six Ways to Turn Yelp Into Your Most Effective Marketing Channel
    Understandably, many of your frontline sales ... it’s as effortless for your customer as possible. Stellar online reputations do not happen without grassroots participation from your staff. Leverage the power of your employees and institute an internal ...
    02/9/2012 - 7:14 am | View Link
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  • Standard Employee Turnover in the Call Center Industry ...
    Average Turnover Rate. Across the entire industry, call centers replace 26 percent of their front-line agents annually, according to Response Design Corporation in 2009.
    02/26/2015 - 10:00 am | View Website
  • The 10 essential strengths of front-line retail employees ...
    Any retailer can harness the power of engagement. It all boils down to how employees relate to customers.
    02/25/2015 - 11:52 pm | View Website
  • Turn on. Tune in.
    Citrix TV - watch videos about Citrix products, announcements, demos, tips, troubleshooting and more.
    02/25/2015 - 9:00 pm | View Website
  • 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 ...
    02/24/2015 - 10:49 pm | View Website
  • Customer Service Power . . . Turn it On! | Melissa ...
    Software Advice recently conducted a survey related to customer wait times and customer experience. What are some of the survey findings, Craig?
    02/24/2015 - 8:11 pm | View Website
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