Category Archives: Frontline Employees

The best ideas come from people closest to the customer

I found this SMR article on how Chubb employed social business tools to accelerated new products development very informative.  Please note particularly: “Chubb has been able to democratize innovation on both the product and process side. “People suddenly find they … Continue reading

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The case for investing in retail employees

The evidence on the return on investment in retail employees is becoming more and more substantial.  See particularly Zeynep Ton’s work on QuickTrip and Mercadona: “By investing in employees and giving them more responsibility, QuikTrip enjoys a competitive advantage in … Continue reading

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Voice of the customer through the Employee

This Best Buy Voice of the Customer Concept was recently selected a Management 2.0 finalist on MIX.  Please note: “My Customer” is the platform Best Buy created to unleash and amplify the powerful voice of its 100,000+ frontline employees to share … Continue reading

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Should employees break the rules to help customers?

This Study by Cheryl Leo is focused on how employees break the rules to help customers.  Cheryl’s Customer-Oriented Defiance (COD) concept is defined as “a frontline employee engaging in behaviors beyond the call of duty that represents the best interests … Continue reading

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“You’re amazing. We should talk.”

I found this note about Apple’s hiring practices very instructive.  Please note particularly: “Apple is openly seeking new retail workers from the ranks of other companies, information shows. Recruiters have been given special cards, which on the front simply say, … Continue reading

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The final 3 feet in customer service

This note by Bill Clarke celebrates the role of employees in retail companies.  Note particularly the “Final 3 Feet” concept: “Many years ago I worked with retail CEO who had an interesting way of viewing the interaction between the customer … Continue reading

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