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   
  • SMEs feel the squeeze; turn to customer service for a competitive edge
    IN A WORLD where businesses are getting pulled in different directions that need urgent attention, they sometimes forget to focus on improving their customer experience. But for those that do, great customer service is driving loyalty and revenue to their ...
    10/23/2017 - 5:19 pm | View Link
  • U-turn eases traffic congestion
    Initially, there was resistance from the local shop owners who contended that the changes would affect their business prospects as no customer would stop due to continuous traffic flow. Eventually, they realised it was inevitable and the usual traffic mess ...
    03/26/2016 - 1:05 pm | View Link
  • Can Nikhil Nanda turn around Escorts?
    "You can be consumer-centric only if you know the customer and live his life," says the 40-year-old. Its effect on the employees, Nanda claims, has been transformational. Image: Escorts' social media campaign, #IWantToRideATractor, became a huge hit with ...
    01/21/2015 - 8:54 pm | View Link
  • U.S. retailers turn to security industry for help
    Ever since Target disclosed in December that hackers stole financial data from 40 million customer accounts, companies as disparate as casinos, grocers and luxury-goods stores have requested help to make customer data more secure, say payment technology ...
    02/4/2014 - 9:43 pm | View Link
  • Why ICICI Bank wants to turn a new leaf: A peep inside the bank's new work culture
    At the centre of this change are its 65,000 employees—equally praised for being at the frontline of change in Indian banking ... “It understands customer acquisition and retention better today,” says Alpesh Mehta, banking analyst at MWotilal Oswal ...
    12/2/2013 - 10:33 pm | View Link
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  • Getting customers to know your name
    Companies often want their employees to think outside the box when it comes to great customer service. Managers and frontline employees, in turn, often want to learn new techniques to boost customer service ratings. This course delivers new and cutting-edge research that can be used to take customer service to new levels. Jeff Toister shows how ...
    03/18/2018 - 2:43 pm | View Website
  • Your Frontline Employees Are Your Brand. How Do You Hire ...
    In contrast to the numerous layers found at corporate headquarters, frontline service employees are often stuck in flat structures with little room for growth and promotion. Designing for skill sets and clear career advancement motivates employees and improves retention, ultimately enhancing the customer experience. Clear expectations for each role encourages the appropriate behavior within a particular position while providing a path for promotion to which employees can aspire.
    03/18/2018 - 7:33 am | View Website
  • Empower Frontline Staff To Improve Customer Satisfaction ...
    Empower Frontline Staff To Improve Customer Satisfaction A young man working for a Big Boss made an expensive mistake his first week on the job. At the end of the week the young man cleaned out his desk and packed up his things to leave.
    03/14/2018 - 11:09 pm | View Website
  • 5 Ways to Empower Frontline Employees and Upgrade Customer ...
    This lack of compliance and the high employee turnover pointed to the need for a new training method that would engage workers. The restaurant chain decided to implement a mobile workforce enablement platform. With quizzes and assessments built into the content, managers can now see exactly how engaged new workers are with the content, as well as comprehension levels. When a worker performs poorly on the assessments, managers can address learning needs in a more targeted way.
    03/14/2018 - 6:22 pm | View Website
  • Employee Turnover in Frontline Hospital Staff
    Employee Turnover in Frontline Hospital Staff by Jeanne L. Wilson MBA, Florida Institute of Technology, 1995 BBA, Loyola University – New Orleans, 1991 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University December 2016 . Abstract Employee turnover is costly ...
    03/4/2018 - 9:23 pm | View Website
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