How can you assess team performance to improve customer focus?

In my experience, customers are the backbone of every business, hence the need to deeply understand their pain points and always provide solutions that meet those needs. As a business, defining customer focus criteria for your team helps to avoid errors or promises that your business don’t fulfil which can be bad for the business. Hence when positioning to fill up customer satisfaction gaps that might result your business having upper competitive advantage, ensure that whatever promises that’s been made, that your team are fully adept with it and that your business has the capacity to fulfil them. This will help the business retain trust and credibility in the minds of the customers. Let your team know your Customer Focus from start!

Tenemos que establecer Objetivos factibles, y para conseguir no debemos estar focados unicamente en conseguirlo. Tenemos un camino a percorrer donde nunca es una linea recta. Tendremos que desviarnos de ese camino para después volver a él. Es ahí donde tenemos que medir, por qué nos hemos desviado, qué acción hemos desarrollado para volver al camino y seguir hasta conseguir nuestros objetivos. Aqui aparece nuestra figura, medir y ense?ar a que el próximo desvio de nuestro camino sea el más corto posible!!! El enfoque Final siempre tiene que ser "llegar al objetivo fijado", "Si ha cambiado la forma de comprar, tenemos que cambiar nuestra forma de Vender" Antonio Martínez

A simple customer survey has provided our team with a ton of insight. Being in the service industry, we have been able to adjust our processes, such as; arrival times, call management, and KPI’s accordingly strictly from our client’s feedback. Highly recommended putting in place a customer satisfaction survey. It’s inexpensive, and provides a direct and clear direction of what needs to be measured or monitored closely.

There's actually a reason why a saying "the customer is always right" exist. Customers are the forefront of every business. Customer focus criteria is basically set standards or guidelines deployed by an organization to rate and assess its commitment to providing customer satisfaction and meeting their expectations ans needs. Thereby the business uses this criterias to understand, tackle and exceed the expectations of the customer. Key elements of customer focus criteria may include: 1. Having effective communication in place between the business and it's customers. 2. Paying attention and understanding customer needs. 3. Constantly reviewing products/service quality to make sure it exceeds customer expectations. Etc

Nesse momento é necessário entender quais s?o as métricas que ir?o refletir a vis?o do seu cliente, e fugir de informa??es chamadas de "indicadores de ego". Aqueles que mostram números que n?o impactam na experiência do cliente, mas que normalmente s?o considerados nessas análises. Curtidas vazias e seguidores que n?o interagem em redes sociais s?o exemplos desses.

La recopilación de datos implica varias cuestiones que la empresa debe valorar. - Si implica un tratamiento de datos personales de empleados, debe hacerse conforme a la normativa. - Si se utilizan medios automatizados, puede ser más intrusivo y debe contar con salvaguardas. Tras tener datos e información relevante, se puede valorar utilizar herramientas de visualización de información, que ayudan a extraer conclusiones e incluso descubrir nuevo conocimiento.

Con la recopilación de datos se pueden obtener objetivos más claros y ver a donde debes atacar, de igual manera ver qué objetivos no son alcanzables para dise?ar nuevas estrategias y poder llegar a las metas .

Data can be measured: years of business relationship with customers, developing of clients turnover, Quality expressions in a defined scale and quantity of clients feedback on internal or external platforms.

Acredito que com informa??es todos os outros passos podem ser melhor explorados, uma vez que temos uma base a se seguir podemos otimizar todos os outros segmentos.

Management in retail needs to be attentive to the services that associates provide to customers. Are they greeting customers? Engaging with customers (open ended questions are a must, as they allow the associate to add to the customer's basket, to ensure the customer has everything for their project so they don't have to come back for something they forgot). "Are you finding everything you're looking for today?" doesn't work..."yep", ok, now the conversation is over and that customer may not leave with everything they need. Oops, there's a lost sale!

Feedback é uma ferramenta poderosíssima na gest?o de equipes. Sua aplicabilidade ajuda, corrigir rotas e manter a motiva??o em alta. Entendo que faz parte da fun??o do bom líder e gestor utilizá-la a seu favor e do liderado. Um bom feedback (independente do seu teor), se for feito com técnica e empatia gera resultados duradouros.

Todo se sostiene a partir del liderazgo. Es requerido entrenar a los líderes para que no sean solamente “jefes que exigen” sino que aquellos que acompa?an en los procesos. Un líder ha de conocer las debilidades y fortalezas de sus liderados, agregará valor a sus talentos y establecerá canales de comunicación adecuados para la retroalimentación. En una atmósfera correcta, la retroalimentación es el arma más poderosa ya que podrá ser esta “validante”, resaltando el reconocimiento de los colaboradores, o “correctivo” aplicando medidas de gestión para mejorar en aquellos comportamientos o tareas que haya identificado.

In my experience, timely and constructive feedback, coupled with recognition, are pivotal for fostering team growth and morale. These elements serve as keystones for exceptional team leadership.

En nuestro rubro siempre hacemos este análisis al acabar/ entregar un trabajo. Lo hacemos nos oolo para con el cliente si para con todos los implicados en el mismo. Es decir, analizamos como el Jefe ha llevado la oferta, los compa?eros que han participado, analizamos las relaciones con la ingeniería , con los otros departamentos y vemos si hemos avanzado o no respecto a la anterior. Es una parte fundamental de aprendizaje y mejora continua del propio proceso mas allá incluso del resultado final, que en cualquier caso también se analiza con el cliente final.

Creo hoy en día la retroalimencion es la mejor manera de Evaluación tanto colectiva, individual, del éxito del trabajo, etc. Es un ir y venir de ideas, quejas, felicitaciones, compromisos, y es ahí en esa instancia de reto alimentación donde más información, aprendizaje, compromiso, empatía, lealtad se forjan. Todo esto por lo general lleva a excelentes resultados. Meta cumpliendo con clientes , empleados y todos los q hacen a la empresa.

Me parece importante establecer planes de acción teniendo al cliente como eje principal al que se lo debe analizar para saber cuáles son sus necesidades, costumbres y creencias, de manera a poder satisfacerlas mediante planes de acción estratégicas de atención excepcional en donde cada funcionario comprenda la importancia de su función en el logro de este objetivo.

Una metodología efectiva es implementar un programa de Mistery Guest/User/Shopper, de tal forma que se genere un refuerzo positivo cuando se entrega la experiencia deseada y tener información suficiente para profundizar respecto a las brechas que puedan presentarse.

Based on the feedback and insights, develop action plans to address areas needing improvement. This could involve training sessions, revising customer interaction protocols, or implementing new tools to enhance customer engagement. Collaborating with the LinkedIn community can provide access to resources, best practices, and expert advice for effective action plan development.

Por experiencia las metas a largo plazo no se cumplen tan fácilmente como las metas a muy corto plazo, eso mantiene la adrenalina activa en el equipo. Las metas y planes recomendadas por nosotros deben ser semanales con máximo 2 objetivos claros

Action plans should be filled with strategic behaviors that seek to meet the vision of the organization. They need to be actionable or else they are a waste of time.

Continuing to reassess your plans and confirm your actions are taking place and following through with changes as needed takes long term commitment. Which means long term relationships with your team, and your clients. Not buzzed words that change and rotate with what's hip. It takes a true commitment to the vision you have or your organization now has if it is growing. Don't let anyone forget that or feel left behind.

Evaluating outcomes and impact requires a focus on transparent KPIs and product owner accountability, acknowledging their essential interplay in achieving successful results.

To assess the impact on customer focus, it is important to consider factors such as: Customer satisfaction: Did the action plan contribute to increasing customer satisfaction? Customer loyalty: Did the action plan contribute to increasing customer loyalty? After evaluating the results, it is important to celebrate the successes and communicate the results to the team and stakeholders. It is also important to identify and address any remaining or new challenges to ensure continuous improvement and customer focus. Here are some tips for evaluating the results and

In every projects we do at the end is to make project overall that will make us to determine which plan was successful during the project and we adopt such plan as our main focus

I agree, but it's also crucial to understand that the impact of action plans on customer focus might not be immediately apparent. Long-term tracking and iterative assessments are necessary to gauge true effectiveness. Celebrate incremental progress to maintain team morale. Additionally, consider the broader implications of these changes on business outcomes like customer retention and revenue growth. Use this holistic evaluation to refine your approach continually, ensuring it aligns with evolving customer needs and market dynamics. This cycle of evaluation and adjustment is key in sustaining a customer-centric culture and driving ongoing improvements in service quality.

Customer centricity is about passion. How can we know if our team is in love with our consumers? Which attitudes show us this behavior?

By staying attuned to both customer needs and team dynamics, organizations can proactively enhance their customer service and overall satisfaction.

?Las personas que hacen parte de las organizaciones se sienten valoradas? ?conocemos sus motivaciones? Primero centro empleado. Siempre he pensado que una persona no da de lo que no tiene, que hacerle la vida fácil y feliz a otros es una decisión personal. Debemos dar las herramientas, también debemos interesarnos genuinamente en los empleados, como deberíamos hacerlo por los clientes.

Sin un liderazgo inspirador muchas de las buenas intenciones, métricas, KPI, equipos de altos rendimiento se pueden venir abajo. La capacitación no sólo debe estar en aquellos que tienen contacto con los clientes. Es requerido capacitar a Gerentes, Directores y mandos medios para que la calidad sea parte de la cultura. Al final, los empleados renuncian a los jefes, no a las empresas per se. Richard Branson decía: los clientes no son lo primero, lo primero son tus empleados. Si cuidas de tus empleados ellos cuidarán a tus clientes. Recordemos: todo se sostiene o se cae, a partir del liderazgo.

Acredito que após implementa??o de uma métrica de avalia??o da satisfa??o dos clientes (NPS por exemplo) e de posse do diagnóstico do resultado devemos implementar um sensoriamento contínuo estabelecendo a satisfa??o do cliente como um KPI e trabalhar os resultados em equipe , ajustando o que estiver ao alcance do time, reconhecendo as boas práticas e estabelecendo padr?es de referência . Aliado a isto deve-se identificar possíveis fraquezas estruturais que se corrigidas trar?o ganhos significativos para a experiência do cliente. (Cabe aqui um design thinking). Importante que esta ferramenta tática seja cíclica , como um PDCA ou periódica como um acordo de desempenho para que as evolu??es possam ser medidas.