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   
  • It's Called a 'Contact Center' for Good and Bad Reasons - TMC Net
    ... trained and loyal employees can be. ... customer experience at your company than everyone should take a turn in the contact center as a ...
    08/4/2015 - 8:50 am | View Link
  • That 'Useless' Liberal Arts Degree Has Become Tech's Hottest Ticket - Forbes.com
    ... of Slack’s 180 employees, Anna ... They, in turn, respect her because ... the room during customer meetings. ... a second team of ...
    07/29/2015 - 9:47 am | View Link
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  • Westpac, NAB, RedBalloon debate ingredients of digital transformation
    “We will turn 200 in 2017, but we still want to think like a startup,” she said. “We constantly want to disrupt ourselves to make a difference to the customer. Everyone needs to think they have a key role to play in enabling the frontline and engagin ...
    07/30/2015 - 1:44 pm | View Link
  • UK Boardrooms are out of touch with customer needs
    Most UK CEOs and boards have no understanding of what customers want and ignore experienced frontline employees, while many also fail to lead by example by exhibiting the skills front-line staff judge vital to the delivery of customer service, according a ...
    07/23/2015 - 1:30 pm | View Link
  • Creating A Customer-Centric Company: Six Paths To Learning
    Creating a customer-centric company is tough in the best of circumstances. You have to rebuild your company’s culture, which means helping employees learn new ways of thinking and acting. You have to entrust frontline ... and so turn people off from ...
    02/20/2014 - 2:15 am | View Link
  • 3 Ways Improv Training Can Improve Customer Service
    Taking a cue from the Russian theater director Konstantin Stanislavsky, Continuum’s Daniel Sobol and Toby Bottorf argue that frontline employees shouldn’t ... American Express EVP of customer service Jim Bush explained the company’s philosophy ...
    11/7/2012 - 11:00 am | View Link
  • How Treating Your Employees Like Turtles Can Smother Innovation
    There are typically two ways companies unintentionally discourage innovation ... solicit frontline innovation: Amazon has created a data-driven culture in which employees at any level are encouraged to devise experiments based on their customer insight.
    10/30/2012 - 4:54 pm | View Link
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  • OMB to reward employees who receive positive customer ...
    Additionally, OMB and SSA want to speed up citizens’ access to services as well as make it easier to receive them. The report says many federal services do not meet ...
    08/4/2015 - 12:28 am | View Website
  • Linking employee loyalty with customer loyalty (The Wise ...
    Examining the emerging reality of the impact of employee loyalty on customer service, first published in SOCAP International's quarterly publication, 'Customer ...
    08/3/2015 - 11:31 pm | View Website
  • The ‘moment of truth’ in customer service | McKinsey & Company
    Focus on the interactions that are important to customers—and on the way frontline employees handle those interactions. A McKinsey Quarterly article.
    08/3/2015 - 5:11 pm | View Website
  • Service Failure: The Real Reasons Employees Struggle with ...
    Service Failure: The Real Reasons Employees Struggle With Customer Service and What You Can Do About It Paperback – November 15, 2012
    08/3/2015 - 2:34 pm | View Website
  • Employees Hold the Key to Innovation
    Some companies are harnessing employee imaginations to create cross-organizational innovation. They do so at low cost, using a practice called innovation communities.
    08/3/2015 - 7:31 am | View Website
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