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The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Listening to the Employee’s Voice – 1/27/15 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


The “Voice of the Customer” is an often-heard phrase. We have a sports research program called the “Voice of the Fan.” These are ways of describing that organizations either need to simply listen to their customers, or they need to have a 12-month strategy for tapping into customer feedback and input to continuously improve.

But what about the employee? Do they have a voice, and what is the voice saying? Most companies realize that asking the customer is the best way of obtaining the “Voice of the Customer.” But few realize that asking employees is the second best way of learning the “Voice of the Customer.”

Employees – particularly those on the front line, are the ones engaged with the customers many times daily. Employees hear the complaints, the confusion, and the questions. Employees hear what make customers say “thanks” and what makes customers frustrated. Ask your employees about your customers – it’s the best customer research money you’ll NEVER spend!

Don’t stop there. Apply your “Voice of the Customer” strategy and principles into creating a Service Culture. Your organization hires employees, but does it ask them why they chose your organization and what expectations they have about the employee experience? Your company “onboards” employees, but does it have 1 week, 1 month, and 90 day check-ins with new hires to gauge whether those expectations are being met and how they’re feeling about their job and your organization?

Think about your employee vets. Are the longer-term staff asked about processes and policies that are barriers to the great customer experience? Are veteran employees asked about the current climate, training needs, or potential system changes (BEFORE they’re implemented)? Is there documented information on how proud they are to work for the organization and how engaged they are in the company’s mission and vision?

We love conducting customer research for our clients, but in your effort to provide a great experience for your external customers, don’t forget your internal customers.

Listen to the Voice of the Employee.

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