Go Undercover to Increase Call Center Performance

Spy vs. Spy.

There are many who recommend that if CEOs want to get a really good look at their employees and how business is conducted in their organization, they should go undercover. In fact there is an entire reality show based on that premise. We would go one step further…if you really want to learn a customer’s true reaction to your product or service, you need to experience it as they do.

Simple market research will not give you the real picture because customers do not consistently behave or buy the way they say they will. Additionally, if you are looking for ways to improve what you sell, customers are not likely to have the degree of insight you need for real innovation.

• Observe your customers as they use your product/service.
• What are their frustrations?
• What works well and what doesn’t?
• Analyze their reactions and look for opportunities to innovate.

While biased, your observations and insights will trump market research every time.