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   
ASK NEWS:
  • The 5 trends that will change how social media is used in 2015 - Impact Lab
    Social Life Management Launches: The First Complete Online Image, ... - Channel 8 Eyewitness News
    06/29/2015 - 1:06 pm | View Link
  • Break Your Industry’s Bottlenecks - Harvard Business Review
    ... business, you have to turn conventional ... Bonobos: Retailoring the Customer ... Frontline employees were invited to submit “dreams” to ...
    06/24/2015 - 3:14 pm | View Link
  • Under Cover of Darkness, Female Janitors Face Rape and Assault - PBS
    Each one is a wild turn through what she said ... cameras – by telling her that the customer had ... janitors for the Service Employees ...
    06/23/2015 - 11:31 am | View Link
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BING NEWS:
  • Why You Can't Ignore Employee Engagement in Your CX Model
    You would tailor it to their specifications and undoubtedly have a happy customer. This simple principle lies at the core of our next-generation customer experience tools and the new look desktop views frontline Verizon employees use to serve our customers.
    03/11/2015 - 3:31 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
  • When retailers strike out twice: How to turn customer revenge into reconciliation
    These feelings can, in turn, lead customers to take ... 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 ...
    06/16/2013 - 11:17 pm | View Link
  • Turning customer revenge into reconciliation
    These feelings can, in turn, lead customers to take ... 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 ...
    06/16/2013 - 1:00 pm | View Link
  • 3 Ways Improv Training Can Improve Customer Service
    Taking a cue from the Russian theater director Konstantin Stanislavsky, Continuum’s Daniel Sobol and Toby Bottorf argue that frontline employees shouldn’t ... American Express EVP of customer service Jim Bush explained the company’s philosophy ...
    11/7/2012 - 11:00 am | View Link
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BING SEARCH:
  • Marrying employee engagement with customer satisfaction ...
    The need to understand the impact of employee engagement on customer satisfaction is more important than ever. So what needs to be considered?
    07/3/2015 - 10:27 pm | View Website
  • Five best practices: Enabling employees to create a ...
    Haley Barrile provides five tips on empowering your frontline customer service staff to improve the customer experience.
    07/3/2015 - 8:33 pm | View Website
  • Questback: Customer Surveys, Employee Evaluation ...
    How do your hiring, training and benefits programs rate? Will your talent stay? Find out with Questback HR and Employee surveys.
    07/3/2015 - 1:45 pm | View Website
  • OMB to reward employees who receive positive customer ...
    Additionally, OMB and SSA want to speed up citizens’ access to services as well as make it easier to receive them. The report says many federal services do not meet ...
    07/3/2015 - 10:31 am | View Website
  • Service Failure: The Real Reasons Employees Struggle with ...
    Service Failure: The Real Reasons Employees Struggle With Customer Service and What You Can Do About It Paperback – November 15, 2012
    07/3/2015 - 3:15 am | View Website
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