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   
  • 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
  • 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 ...
    04/30/2014 - 1:00 pm | View Link
  • Agencies Turn to Social Media
    All 13 services reported that within the past year they gathered ideas for improving customer service from frontline employees through staff meetings, blogs, employee suggestion programs and employee surveys. The report also identified several customer ...
    02/13/2014 - 11:00 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
  • Big banks turn focus to Atlanta
    “It’s too early to get into our plans for Atlanta, but we plan to compete,” PNC’s Fred Solomon said. Jim Rohr, chairman and CEO of PNC, told The Atlanta Journal-Constitution in June that his bank would retain virtually all frontline staff and look ...
    08/6/2011 - 7:35 am | View Link
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  • Customer Service Employee Ownership Training Presentation
    Customer Service Employee Ownership Training Presentation - Download as Powerpoint Presentation (.ppt / .pptx), PDF File (.pdf), Text file (.txt) or view presentation ...
    10/2/2014 - 4:00 am | View Website
  • Customer Service Training for Employees | eHow
    Understanding customer needs and responding to them is the starting point for quality customer service. However, it is not just front-line service staff who need to ...
    10/2/2014 - 3:03 am | View Website
  • Are your Employee Engagement Efforts Driving Service ...
    Somewhere along the long and winding road to find the temple of Employee Engagement, some Contact Centers are finding a disconnect between their goals for ...
    10/1/2014 - 12:44 pm | View Website
  • The 10 essential strengths of front-line retail employees ...
    The 10 essential strengths of front-line retail employees. Are you prepared for the mobile revolution? Take this 10-question quiz to find out. Eight characteristics ...
    10/1/2014 - 6:39 am | View Website
  • Customer Service Power . . . Turn it On!
    Sean Hawkins is a Contact Center manager with over 13 years of experience. He has a terrific pulse on incorporating innovation into the contact center.
    10/1/2014 - 4:45 am | View Website
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