You're struggling to get your team to engage with customer feedback. How can you motivate them effectively?

The first step in navigating any form of disagreement is listening! Listen to what your team has to say and seek to understand where they are coming from.

Never ever just tackle the issue head on disregarding the resistance! You must first understand your team's resistance to engaging with customer feedback starts with open communication. Know every opinion stems from something underlying that usually you can address or help. Hold candid discussions to uncover their concerns—are they feeling overwhelmed, undervalued, or skeptical of the feedback's relevance? Address these issues by highlighting the importance of customer feedback in improving the business and recognizing team efforts. Foster a positive culture by celebrating successes and learning from mistakes together. By valuing their perspectives, you can motivate your team to embrace feedback as a tool for growth and innovation.

From my personal experience as a manager, our team initially resisted and thought users were "crazy" and didn't understand how to use the product. This changed once team members had the chance to talk to users directly. We started a new practice: shuffling team members 1-2 days a month. Developers (or in your case, those producing services or products) joined the support team for a day to work with and listen to users' requests, claims, pains, and needs directly. This approach made a huge difference. It removed all the lenses and "translations" in our communication process. Instead of support listening to users, passing it to managers, who then analyzed and transformed it into request and pass it to team, everything became transparent.

Here are a few tips for motivating your team to engage with customer feedback: Lead by example, and demonstrate the importance of customer feedback by regularly reviewing and responding to feedback yourself. Establish a culture of open communication and collaboration where everyone feels comfortable sharing feedback and ideas. Provide incentives and rewards for employees who go above and beyond in their efforts to engage with and respond to customer feedback.

Emotional intelligence, reduce unwanted work, specify a person according to his experience and capabilities, Will definitely be helpful to get balanced output within the team

Setting clear goals for your team regarding customer feedback is essential for improving engagement. Explain how each role contributes to these goals and the impact their actions have on customer satisfaction. Offering incentives for positive outcomes derived from customer feedback can motivate your team. These incentives could include recognition in front of peers, additional time off, or professional development opportunities. Ensuring that feedback is integrated into your company's culture will help your team see it as a norm rather than an exception.

Customer happiness and employee motivation can both dramatically increase with the implementation of a structured rewards program linked to customer feedback. Peer recognition, paid time off, and opportunities for professional development are excellent non-monetary awards that promote a continuous improvement and customer-focused culture. It not only raises spirits but also reaffirms how important it is to actively hear what customers have to say and act upon their thoughts. This strategy not only increases staff engagement but also emphasizes our dedication to providing outstanding customer service.

Das wichtigste bei uns ist ganz schlicht, einen engen freundschaftlichen Kontakt zwischen den Mitarbeitern und Kunden zu f?rdern. Dann sind Mitarbeitende n?mlich automatisch am Feedback interessiert und versuchen, die Probleme des Kunden zu l?sen. Wir bieten z.B. Seminare an und da kommen alle Mitarbeiter mal mit und werden angeregt, in den direkten Kontakt zu gehen. Pl?tzlich entsteht ein anderes Verst?ndnis… Unternehmen von Kunden von mir l?sen es teilweise so, dass ihre Mitarbeiter 5 Tage Praktikum beim Kunden machen… Ideen gibt es also viele…