Part I: How well do your employees know your customers?
Employees sometimes miss exactly which elements of performance customers value most. What are the most important Key Performance Indicators (KPIs) in the eyes of your customers?
Do your employees accurately understand customer concerns? Our in-depth research process ensures you and your employees refocus attention on your customers’ most important issues.
Do front-line employees know what you would like to know?
Employees with regular customer contact see and hear what actually happens during a service encounter. Information they have may not get up the management chain for a variety of reasons.
Professional pride motivates employees to solve problems on their own. Still, periodically sharing experiences often leads to implementing the best ideas. Customer service is a demanding environment. There may not be time to talk over everything with management.
RFG Marketing has a variety of approaches to learn employee insights and identify underappreciated customer service issues. Your front-line employees’ input can lead to value-added services.
Part II: What matters to your employees?
Satisfied, engaged employees are more effective employees. Some organizations have social media hubs for employees to discuss what they care about. Forward thinking ones pay close attention to what gets posted.