🕵️♀️Your #Frontline knows more about your customer than you do.
🙈🙉🙊Why is it that the front line is often underutilized...or let's use real language...ignored...by "headquarters" when it comes to customer insight? What makes the corporate teams think they know more than the ones actively working with the customer?
🎨To have a Total #VOC program, you have to consider all customer listening posts.
🛠Not just ad hoc asking...but a program...a process...and actual tool where front line can share what the customers are actually experiencing and ideas they have to fix things.
👊And then...don't just consume info from the front line...bring those insights back to the team. No more #CX "ambush-initiatives" that surprised the front line. Instead, they're a fully involved partner in helping learn from and improve on the customer's experience.
🙌All hail the front line!
All Hail the Front Line