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   
  • 5 trends that could change how businesses use social media in 2015 - Fortune
    ... company websites and, in turn, leads ... Customer service: S ocial media and ... Just as it was frontline employees who spurred the adoption ...
    12/17/2014 - 2:26 pm | View Link
  • New Year, New Contact Centre Strategy - CRM Guru
    Engaging employees is most certainly ... segment – the contact centre customer service platform in turn, needs ... on the frontline dealing ...
    12/17/2014 - 12:32 pm | View Link
  • TELUS Health completes acquisition of pharmacy management provider ... - WebWire
    TELUS Health acquires XD3 Solutions - BusinessWeek
    12/17/2014 - 10:02 am | View Link
  • Savannah tourism awards will celebrate people in the industry - Savannah Morning News
    ... we strive to increase our customer service efforts at every turn. ... something similar, looking for the best of the frontline employees, the ...
    12/12/2014 - 10:00 am | View Link
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  • TELUS Health Completes Acquisition of Pharmacy Management Provider XD3 Solutions
    TELUS Health, Canada's largest Electronic Medical Records provider and a leader in pharmacy management solutions, today announced the completion of its acquisition of pharmacy management solution provider ...
    12/16/2014 - 9:00 am | View Link
  • Are speed and scale compatible?
    Fast-growing, developing-market companies revel in running circles around larger, slower multinationals. Their advantage is what we call the founder's mentality - an essential sense of insurgent mission, an owner's mindset and a passion for the front line and customers.
    12/14/2014 - 2:20 pm | View Link
  • Libs' vision: Tassie is 'open for business'
    Opposition leader Will Hodgman delivered his alternative budget speech this morning.
    12/5/2014 - 9:21 pm | View Link
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  • 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
  • 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
  • Turn Your Employees into Company Advocates
    So how do you turn employees into advocates for your company and its work ... Give employees unfiltered customer feedback. When frontline employees hear directly from customers they respond. Positive feedback inspires them to keep up the good work.
    04/30/2012 - 1:00 pm | View Link
  • Six Ways to Turn Yelp Into Your Most Effective Marketing Channel
    Understandably, many of your frontline sales ... it’s as effortless for your customer as possible. Stellar online reputations do not happen without grassroots participation from your staff. Leverage the power of your employees and institute an internal ...
    02/9/2012 - 7:14 am | View Link
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  • Customer Service Power . . . Turn it On! | Melissa ...
    My Guest Post today is from Doug Sandler, also known as “Mr. Nice Guy”. He is a keynote speaker, blogger and a true customer service advocate.
    12/21/2014 - 7:24 am | 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.
    12/21/2014 - 5:36 am | View Website
  • Motivating Customer Service Employees
    > Home Motivating Customer Service Employees. If you want to improve service quality and productivity in your department, the single most effective thing you can do ...
    12/21/2014 - 4:25 am | 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 ...
    12/21/2014 - 1:40 am | View Website
  • To Improve Customer Satisfaction, Memorize These 3 ...
    If you’ve ever coveted a J.D. Power award for Customer Service Champions, or if keeping the customer service satisfaction (CSAT) score high at your company
    12/21/2014 - 12:43 am | View Website
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