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   
  • Full text of Suresh Prabhu's Railway Budget 2015 speech
    He also stressed on providing basic amenities to passengers and their security.
    03/8/2015 - 9:05 pm | View Link
  • It Is Beneficial to Express Genuine Benevolent Emotions for Others
    A new study, conducted by Prof. Dana Yagil from the Department of Human Services at the University of Haifa, found that suppressing positive interpersonal emotions is detrimental to employees as well as to customer satisfaction
    03/4/2015 - 9:41 am | View Link
  • Full text of Indian Railway Budget Speech FY 2015-16
    The size of opportunity for ICT industry is about Rs 5,000 crore. Below is the full text of the Speech of Shri Suresh Prabhakar Prabhu introducing the Railway Budget for 2015-16 on 26th of February, 2015
    02/26/2015 - 9:52 pm | 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 - 9:09 am | View Link
  • 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 - 7:23 am | View Link
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  • Customer-everything: the digital era’s biggest marketing change
    Positive experiences on the other hand, lead to satisfied customers who turn into loyal customers ... hamburger across the chain by providing their frontline waiters with mobile devices on which to input customer feedback. This kind of testing, feedback ...
    03/17/2015 - 7:47 pm | View Link
  • Why You Can't Ignore Employee Engagement in Your CX Model
    We recruited more than 90 frontline employees, including call center supervisors and customer representatives ... latest version or update with this crew of power users. They’d turn it on its head allowing us to discover more and more about the technologies.
    03/11/2015 - 3:31 am | View Link
  • For your own good, mean it when you wish customers 'have a nice day'
    which in turn increased customer dissatisfaction. In contrast, the suppression of negative emotions was actually linked to positive customer satisfaction. As such, Yagil suggests that service organizations find ways to enable their frontline employees to ...
    03/5/2015 - 7:31 pm | View Link
  • Customer reps. should express positive feelings
    In other words, suppressing positive emotions increased the sense of employee inauthenticity, which in turn ... positive customer satisfaction. As such, Professor Yagil proposes that service organizations find ways to enable their frontline employees ...
    03/4/2015 - 6:31 am | View Link
  • Creating A Customer-Centric Company: Six Paths To Learning
    Creating a customer-centric company is tough in the best of circumstances. You have to rebuild your company’s culture, which means helping employees learn new ways of thinking and acting. You have to entrust frontline ... and so turn people off from ...
    02/20/2014 - 2:15 am | View Link
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  • 7 Ways to Turn Employees into Brand Ambassadors
    Creating brand ambassadors out of your employees is a powerful way to grow your business and create a culture of respect within your organization.
    03/27/2015 - 9:10 pm | View Website
  • Before You Can Be Customer Centric, You Must Be Employee ...
    4 Responses to Before You Can Be Customer Centric, You Must Be Employee Centric
    03/27/2015 - 6:47 pm | View Website
  • Retail Training Trends: The Importance of Front-Line Employees
    Front-line retail associates have more influence over consumer buying decision than ever before. As you evaluate your retail training, consider 3 questions
    03/27/2015 - 3:48 pm | View Website
  • Motivating Customer Service Employees
    > Home Motivating Customer Service Employees. If you want to improve service quality and productivity in your department, the single most effective thing you can do ...
    03/27/2015 - 10:40 am | View Website
  • 8 Questions You Need to Ask to Turn Around Employee ...
    Some of you like turnover, I realize: after all, you’re recruiters. But others on this site are in-house recruiters who’d like to keep who they’ve recruited.
    03/26/2015 - 11:20 pm | View Website
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