Leading Listener: Cabelas Posted by Customer Passion LLC | September 27th, 2005
Want to find out what drives customers wild about this outdoor retailer? Just ask an employee a question about one of its 245,000 products. Rather than rely on a database of customers’ hasty answers to standardized, tepid questions, Cabela’s turns to its highly engaged employees for feedback on its products. Through an extensive loaner program, employees - generally outdoor enthusiasts, too - are encouraged to borrow a product for a month or so and ask the same questions a customer might in order to learn more about it.
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