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Customers Are Talking: In Praise of “Customer-Oriented Defiance”

Behind many great customer-service stories is a front-line person who went outside standard operating procedure to solve a customer problem. Now this practice has its own name: Customer-Oriented Defiance.

 

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For Review & Comment: A Method for Gathering-using Customer Intelligence from Your Front-line Staff (part 2)

by: John Caddell

Part 1 of this series can be found here.

Recapping from yesterday: companies need to listen carefully to their customers, and while new means like blogs, Twitter, etc., are promising sources of customer feedback, the truth is that the vast majority of customers don’t (and maybe won’t) use these tools.

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For Review & Comment: A Method for Gathering-using Customer Intelligence from Your Front-line Staff (Part 1)

by: John Caddell

I touched on this topic six months ago, but I think it’s worthy of some amplification.

Companies need to listen carefully to their customers, and while new means like blogs, Twitter, etc., are promising sources of customer feedback, the truth is that the vast majority of customers don’t (and maybe won’t) use these tools.

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Time to Start Listening to Front-line Employees

by: John Caddell

I have a colleague who runs a small outsourced contact center in the Pacific Northwest. I told him of my project to find and use stories from call centers to get more useful customer input. He said, "It's a great idea, but nobody listens to the reps."

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