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   
  • How To Turn a One-Time Buyer Into A Lifetime Buyer
    It is important for a business to be consistent with their mission statement and with each customer interaction. Employees should be trained on how and what to say to customers to make them come back for more. People want to feel good and do good in their ...
    06/9/2015 - 6:58 am | 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 - 3:45 pm | View Link
  • Turn more workers into capitalists
    Companies should pay workers a competitive wage or salary and set aside a portion of profits in a bonus pool to share with lower- and medium-wage employees ... we might start seeing the income gap narrow as companies become more competitive and the ...
    09/6/2014 - 5:11 pm | View Link
  • Dubai Tennis diary: Wozniacki, Kvitova turn local
    the opening event of the Dubai Food Festival. Williams swapped the tennis court for a frontline role at an al fresco BBQ as she linked up with Chef Rowe, the star of BBC cooking shows, Country Show Cook-Off and Saturday Kitchen, and Chef Eric Vasta ...
    02/19/2014 - 7:00 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 ...
    06/16/2013 - 11:17 pm | View Link
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  • Customer Service/Office Staff/Reservations/Dispatch Training
    Title: Customer Service/Office Staff/Reservations/Dispatch Training Author: Shirley Last modified by: Shirley Created Date: 3/17/2006 9:45:00 PM Company
    10/9/2015 - 12:14 am | View Website
  • From feedback to action
    The tight link between feedback and action is a key design element of Net Promoter systems. The systems provide different kinds of feedback, and they encourage action ...
    10/8/2015 - 10:02 am | View Website
  • Employees Hold the Key to Innovation
    Who Has Innovative Ideas? Employees. The trick is knowing how to tap into them. One answer: innovation communities.
    10/8/2015 - 9:48 am | View Website
  • The Smart Way to Turn Tellers into Sellers | Bank Think
    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 broad ...
    10/8/2015 - 8:01 am | View Website
  • How customer journey maps can shape frontline training
    The creation of customer journey maps is now pretty much standard practice for CX professionals, ensure that they are designed with real change as the goal
    10/8/2015 - 2:03 am | View Website
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