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   
  • Customers Interview: Regine Buettner, EVP HR, DHL Express - HRZone
    ... opportunities ranging from frontline ... who are insanely customer centric and ... Motivated employees make for a top-performing company, ...
    04/20/2015 - 11:09 am | View Link
  • For a career with cover - Times of India
    This in turn means more recruitment. ... phase would be on a frontline sales ... policies and build a customer base. ... "We encourage our ...
    04/19/2015 - 8:44 am | View Link
  • Appy times ahead: why this is just the beginning for the enterprise ... - Information Age
    ... the touch of a button, which in turn will ... the insights via ‘info apps’ for frontline employees. ... services sectors have strong ...
    04/17/2015 - 11:01 am | View Link
  • Medallia Partners with Loyalty Expert Fred Reichheld, Acquires ... - Reuters
    Medallia Partners with Loyalty Expert Fred Reichheld, Acquires ... - WVNS
    04/14/2015 - 8:24 am | View Link
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  • Appy times ahead: why this is just the beginning for the enterprise app store
    By evolving their own IT and creating an enterprise app store, CIOs can offer workers functionality, freedom and usability at the touch of a button, which in turn will improve ... via ‘info apps’ for frontline employees. This helps them make faster ...
    04/20/2015 - 1:48 am | View Link
  • Customer Service Success Starts at the Source
    It feels like customer service — or rather ... This makes it difficult for reps to turn off the day's accumulated stress. Consider providing a “Zen den” instead of a traditional break room to give employees a much deserved break during work hours.
    04/10/2015 - 7:37 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
  • 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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  • Employment Testing | Pre Employment Screening Tests ...
    Quick Tips for Starting Your New Employees Off Right. I've been working on a program for a hotel group that includes how to onboard new employees and thought I would ...
    04/20/2015 - 10:43 pm | View Website
  • Who's responsible for employee engagement?
    "Fanatical" customer support is the mantra at Rackspace, an IT hosting company. The highest recognition a Rackspace employee can receive is a Straightjacket, given ...
    04/20/2015 - 7:23 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
    04/20/2015 - 5:50 pm | View Website
  • The chemistry of enthusiasm
    Such questions helped Belgacom, a telecommunications provider in Belgium, reduce the excessive flow of customer inquiries to its call center. Workshops with employees ...
    04/20/2015 - 5:21 pm | View Website
  • 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.
    04/20/2015 - 7:13 am | View Website
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