Valuable customer insights go unrecognized in companies across almost every industry. Although large brands may expend considerable budgets on customer research and voice-of-customer initiatives, they may overlook the most direct source of knowledge regarding what customers want.
That source of knowledge is the frontline employee. The customer-facing employee can be a rich resource of ideas for small and large improvements.
In quick service restaurants, staff may notice a trend of customers mixing two packets of different sauces. That observation might lead to a product idea for a new sauce flavor. In the hospitality industry, hotel housekeepers might know that guests often remove a scratchy bedspread and toss it on the floor. That knowledge could influence the choice of fabrics in the next design prototype for room interiors.
The frontline employee also has firsthand knowledge of customer complaints. They see things corporate can’t, which not only stymies customer solutions but also frustrates these employees.
In Tribe’s research with non-desk employees, this frustration was a prevalent theme. They often see corporate as out of touch and ineffective at solving common issues. Respondents reported that corporate often doesn’t understand the realities of the business due to being so removed from customers.
In most companies, this valuable field intelligence is lost. Without a clear channel of communication between the front line and those back in the corporate office, none of this knowledge becomes actionable.
Establishing such a channel takes some doing. Communication to field employees generally flows in one direction only, cascading from managers to the front line. Although individual managers may be aware of these frontline insights, there are rarely established communications processes for sharing up the ladder.
An effective channel will be specific to the physical realities of those frontline employees. What works for hotel housekeepers may not work for garbage truck drivers. A solution appropriate for a high-end jewelry retailer may not suit furniture rental store employees.
Interested in collecting the field intelligence of your frontline? Tribe can help.