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
  • American airlines turn to better food offerings to win over first class passengers
    (BLOOMBERG) - "You've got to try the burger." That was the counsel of Kurt Stache, a veteran of airport dining and airline marketing, while briefing me on the various attributes of recent renovations his employer, American Airlines, has completed at New ...
    06/28/2017 - 3:12 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 ...
    01/22/2015 - 8:54 am | 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
  • 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 ...
    06/17/2013 - 12:59 am | View Link
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  • Rant & Rave Solutions
    Our Frontline Engagement dashboard is designed to take the voice of your customers and present it back to your employees in a fun and engaging way; giving your team the opportunity to see how they’re doing.
    05/21/2018 - 2:39 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.
    05/21/2018 - 1:46 am | View Website
  • Did you know that...
    This customizable in-house workshop will help you develop effective communication with customers and colleagues to increase customer retention and loyalty.
    05/20/2018 - 9:28 pm | View Website
  • The link between employee engagement and customer service
    Guest Blog by Kenny Bain, CEO of Rant & Rave explains the intrinsic link between employee and customer engagement. With the proliferation of communication channels, customers now have more power and information than ever before, and they expect instant service gratification.
    05/20/2018 - 7:19 pm | View Website
  • What is Customer-Focused Leadership?
    What is Customer-Focused Leadership is by Ray Miller. Customer Focus is an aligned organization-wide approach to customer satisfaction and service, leading to customer loyalty and advocacy.
    05/19/2018 - 2:05 pm | View Website
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