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:
  • BCG Acquires Purpose-Driven Consulting Pioneer BrightHouse - Top-Consultant.com
    Now, they will be able to turn to ... For employees, purpose is a key ... It is not only about customer communication ... culture change, and ...
    05/29/2015 - 7:25 am | View Link
  • Turning a Customer Service Culture - CRM Guru
    ... we spoke about Comcast’s plan to turn around its customer service. ... 000 employees to become more customer ... must convey the why to ...
    05/24/2015 - 5:14 am | View Link
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BING NEWS:
  • GUEST COMMENT Navigating the changing culture of customer complaints
    Unresolved complaints that are in the full view of the public eye won’t just lose you a current customer; it will turn off prospective customers ... It sounds obvious, but these employees are your frontline, so ensure the whole team is briefed ...
    06/2/2015 - 3:03 am | View Link
  • Turning A Customer Service Culture
    Sure, the turn is tough ... having a mission employees can believe in and a reason to change. The mission must matter. It is not enough to say that we need to be better at customer service; organizations must convey the why to frontline teams so that ...
    05/26/2015 - 10:29 am | View Link
  • What's going on while you're waiting on hold? We go behind the scenes of Npower's customer service centre (and find out how to get complaints fast tracked and land some ...
    For two years Npower was rated the worst energy supplier for customer service ... who in turn pass them on to their managers at their next huddle, who pass them on to theirs. ‘By the end of the day a concern raised by frontline staff can have been ...
    05/21/2015 - 10:03 pm | 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
  • How Treating Your Employees Like Turtles Can Smother Innovation
    Yet, consider some of these examples of organizations that actively encourage and solicit frontline innovation: Amazon has created a data-driven culture in which employees at any level are encouraged to devise experiments based on their customer insight.
    10/30/2012 - 4:54 pm | View Link
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BING SEARCH:
  • 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.
    06/2/2015 - 4:06 am | View Website
  • Special Customer Service Employees Rewards & Recognition
    Special types of rewards & recognition for customer service employees are very effective in reducing turnover and motivating workers. This article provides ...
    06/1/2015 - 4:46 pm | 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
    06/1/2015 - 2:01 pm | View Website
  • 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.
    06/1/2015 - 4:36 am | View Website
  • Before You Can Be Customer Centric, You Must Be Employee ...
    The customer centric organization wins because it focuses on the customer.
    06/1/2015 - 4:21 am | View Website
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