By Jeff Oskin. President and CEO, Jolt Consulting Group
What is it really like to be a customer of your firm? Ask your technicians.
Imagine your top field technician in a suit and tie, standing in front of a conference room filled with executives, and delivering a presentation on your customers’ experience. Does this sound unreal? Perhaps the suit is a bit over the top, but the rest is quite realistic. Here’s why: Your field technicians might be your greatest resource for harnessing customer insights.