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   
  • East Africa: One CIO Offers Keys to Driving Digital Transformation - AllAfrica.com
    We have a new customer that we've just won, we've got to turn them on ... own market-facing employees about ... We have a couple of frontline ...
    07/18/2016 - 6:12 am | View Link
  • New Australian study says humour at work is key to successful ... - South China Morning Post
    ... of humour on frontline service ... comparable to billing a customer the ... met funny or not-so-funny employees? ... Turn to Être Cécile ...
    07/15/2016 - 3:14 pm | View Link
  • How Dell, HP, and Apple Rediscovered Their Founders’ Vision - Harvard Business Review
    Its customer satisfaction scores have ... described her efforts to turn around ... streamline the organization and empower its frontline ...
    07/15/2016 - 11:40 am | View Link
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  • Case Study: Can an Airline Cut “Turn Times” Without Adding Staff?
    Of course, the problem was easily diagnosed: RSA Ground was trying to do more work with the same number of employees. But Ken knew he couldn ... was angry and on our backs all day because of the customer complaints.” “So the crews need to be bigger?”
    01/27/2016 - 3:14 am | View Link
  • How To Turn a One-Time Buyer Into A Lifetime Buyer
    With that in mind, here are a few tips to turn a one-time buyer into a lifetime buyer ... sure to create customer loyalty. It is important for a business to be consistent with their mission statement and with each customer interaction. Employees should ...
    06/8/2015 - 2:56 pm | View Link
  • Microsoft Challenges Court Order To Turn Over E-Mail in Dublin Datacenter
    Microsoft last week filed a legal brief challenging a court order that is forcing the company to turn over a customer's e-mails stored in a foreign datacenter. The brief, filed April 8 with the United States Court of Appeals for the Second Circuit ...
    04/13/2015 - 12:11 am | View Link
  • Corporate houses turn to quizzing for right answers
    Apart from being leading players in their respective fields - as diverse as auto, finance, cement and fast moving consumer goods (FMCG) companies - they are also increasingly turning to quizzing as a tool to retain employees, as well as attract promising ...
    06/20/2013 - 2:28 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
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  • Employees Hold the Key to Innovation
    CREATE THE SPACE TO INNOVATE. Line managers and employees occupied with operational issues normally don't have the time to sit around and discuss ideas that lead to ...
    07/21/2016 - 8:28 pm | View Website
  • Employee Newsletters and Employee Newsletter Ideas and ...
    Employee newsletters are easy with FrontLine Employee. Get a on-time employee newsletter that is editable and learn how to make a newsletter all employees will read ...
    07/21/2016 - 6:55 pm | View Website
  • Overview | Business Training Experts
    The Customer Service Road Map is an in-house customer service training program designed for employees who have frontline customer contact — face to face, telephone ...
    07/21/2016 - 11:24 am | View Website
  • About Us
    Overview. At Welch Allyn, we are pragmatic visionaries focused on helping healthcare providers overcome complex challenges with simple solutions.
    07/21/2016 - 5:33 am | View Website
  • Hugh Molotsi
    This post was first published on LinkedIn. At Amazon, all senior leaders are required to take two days of customer service training every other year.
    07/21/2016 - 4:58 am | View Website
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