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:
  • Comcast’s Customer Experience Debacle: 3 Ways to Prevent Frontline ... - CRM Guru
    Internet cancellation horror story goes viral - BBC
    07/16/2014 - 6:52 am | View Link
  • 9 strategies to curb employee turnover - Restaurant-Hospitality
    ... your business and customer service philosophies clearly. Employees ... work each day so they in turn treat ... them for customer feedback.  ...
    07/14/2014 - 5:04 am | View Link
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BING NEWS:
  • Benchmark's fund gives workers a place to turn to
    Ten years after launching his company, his concern for his employees facing difficult circumstances caused ... "We decided to start our fund as a way to say thank you to our frontline associates." During the company's first 10 years, there were times ...
    06/7/2014 - 9:31 pm | View Link
  • 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 - 3:00 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
    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 ...
    04/30/2012 - 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 - 6:58 am | View Link
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BING SEARCH:
  • Customer Service Power . . . Turn it On!
    Hope everyone is having a successful summer! If you follow my blog, you know that I love to write about coaching, front line leaders and customer and agent ...
    07/28/2014 - 5:15 pm | View Website
  • How to Turn Employees into Social Media Advocates While ...
    It’s a gi-normous claim. But it’s true. We’ve got a way to do it. If you want to automate your employee advocacy efforts, read on. Up to now, employee ...
    07/28/2014 - 5:00 pm | View Website
  • Front Line Customer Service
    Industry studies position inside sales, customer service and counter service at center stage. Different studies document changing customer expectations.
    07/28/2014 - 1:47 pm | View Website
  • Employee Satisfaction Leads to Customer Satisfaction (and ...
    Employee Satisfaction Leads to Customer Satisfaction (and Big Profits) “Companies with strong consumer branding outperform Standard & Poor’s index.
    07/28/2014 - 12:28 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 ...
    07/28/2014 - 11:17 am | View Website
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