I once spoke one on one in person to a customer service rep, trying to find out what was going on with my online account. She told me, honestly, that a lot of other customers were complaining about the same thing and she wished the technical folks would do something about the problem. What was so unique about my experience—and why I had an "in" with the rep— was that I worked at the company. And even so, leadership was not taking the rep's knowledge into account when setting priorities.
As we continue looking at customer intelligence this month, I'm interested in how your company—or your client—has solved this problem. Do you talk to your employees? What's the best way to go about this?
Our gurus are always saying that your employees are a wealth of information. So how do you tap into that wealth?