The Management Tip Get Your Employees Talking to Customers

The Management Tip

 

Get Your Employees Talking to Customers

Jul 23 2019

Customer experiences can provide you with powerful insights into how to improve your products. Many companies outsource this research, but you should consider having employees collect it instead. This can save time and money and will give employees a better understanding of the people they serve. Start by identifying who would most benefit from hearing feedback directly from customers. For example, you might choose managers who make the decisions about projects, designers who plan them, or individual contributors who carry out their day-to-day work. Next, consider how these employees will interact with customers. You could assign each person to join a sales call once a month, or to spend a few hours talking to clients with customer service reps. Capture their insights, and then share the most valuable ones with the rest of your team. This process should be repeated often so that your team stays up to date with what customers are thinking about.

Adapted from “How to Keep Employees Connected to Customers,” by Alessandro Di Fiore