From the course: Journey Mapping: Case Study in Action
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Interviewing frontline employees
From the course: Journey Mapping: Case Study in Action
Interviewing frontline employees
- There is this crazy thing about business. The higher you get in an organization, the further away you typically get from the customer. That's why we want to take some time talking with the people who are most connected with customers and hear their feedback on an ongoing basis. I find it's really helpful to interview contact center agents and frontline workers, like cashiers or field reps. For our map, we'll be visiting the contact center. There are a few ways to gather some anecdotal information. One way is to sit down and interview these employees. Create an interview guide to help direct the feedback, but also be prepared to just listen. These people often understand the current situation with customers better than the leaders. Your interview guide should include some general questions, like what's working and what's not, but should also be customized with questions around the scope of your map. I'd like to ask about…
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