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   
  • 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
    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 - 7:14 am | View Link
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  • Hiring My Pleasure Employees for Super Customer Experience ...
    In fact, these my pleasure employees deliver super customer experience. Hiring agents, CSRs, reps, and specialists who find serving a pleasure sustains customer ...
    10/22/2014 - 7:22 pm | View Website
  • A Break in the Service Profit Chain: Why Increases in ...
    Contact us at info@customerinnovations.com Subscribe to the Customer Innovations blog by Email Download a short Customer Innovations summary. CEO: Frank Capek
    10/22/2014 - 5:20 pm | View Website
  • The 10 essential strengths of front-line retail employees ...
    The 10 essential strengths of front-line retail employees. Eight characteristics of successful retail concepts. Visa, Chase add Apple Pay capabilities for merchants ...
    10/22/2014 - 4:37 pm | View Website
  • Customer Service Employee Ownership Training Presentation
    Customer service Training. A Staff Development Workshop Agenda w Job Ownership w How to BE THERE: Immediate customer service and satisfaction w Positive Language v ...
    10/22/2014 - 3:54 pm | View Website
  • Are your Employee Engagement Efforts Driving Service ...
    Somewhere along the long and winding road to find the temple of Employee Engagement, some Contact Centers are finding a disconnect between their goals for ...
    10/22/2014 - 9:06 am | View Website
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