You want to improve employee engagement. How can you leverage customer feedback?

Encourage employees to share their own feedback about customer interactions. This can help to identify areas where improvements can be made

Once leaders are able to create awareness among non-customer facing team members (it can be large number for many organizations) that their customers are actually their colleagues/internal departments, there is high probability that those team members will then start to listen to their internal customers, align their service delivery priorities and continously try to improve their work based on customers' feedback. Today there are many methods and tools to know external customers' and listen to their voices, align products or services then reward client facing staffs for better engagement. But those who serve internal customers do not even know who their customers and how to treat thier colleagues as customers. So this need to be changed.

In today's competitive business landscape, fostering high levels of employee engagement is paramount to success. Engaged employees are not only more productive and loyal, but they also play a crucial role in delivering exceptional customer experiences. While there are many strategies to boost employee engagement, one often-overlooked resource lies right at our fingertips: customer feedback.

Being able to extract specifics client's comments showing a progress of new employees, can be a powerful leverage to increase engagement. Also as a manager, if you have employees that needs to improve on specifics area, you can back up your intervention with client's comments and be in a coaching mode, more than a directive mode.

Los comentarios de los clientes son claves para alinear la estrategia con los resultados y nivel satisfacción percibido, pudiendo enfocar a la organización desde dentro. La clave es medir sistemáticamente para construir un preformance creíble y consistente.

Businesses often ask for feedback these days, but it can be challenging to encourage customers to take the time to provide it. Incentivizing the feedback process is crucial. One way to do this is to incorporate gamification and rewards into the process, which can transform customer feedback from a tedious task into a fun and rewarding experience. Gamification makes the process interactive and engaging, while rewards encourage participation and reinforce customer engagement. Businesses can use these strategies to create a feedback system that fosters active participation, provides valuable insights, and strengthens customer relationships.

Random or selective phone calls by senior members of the service provider to customers can also be valuable and the direct human touch is something we often forget in the data organizations we manage. Naturally this would be a potential random sample but it has a side bonus of focusing the attention of senior managers to hear about their product or service client experience directly unfiltered.

Gathering customer feedback identifies pain points (helping you to sell in) which is why I believe it should always be incentivised/ rewarded. From what I’ve seen and experienced, customers who are happy with the company/supplier usually won’t bother providing ‘valuable’ feedback (consisting of more than 10 words) as everything works perfectly for them. On the other hand, customers who have had bad experiences and situations will give up a lot of their time highlighting improvement points (often emotionally led too). Think of it like this, you order a takeaway from your favourite local every week but never leave a good review for them. If they messed up a few orders however, you’d be typing up a paragraph. Reward people for their time!

During my tenure as an Account Specialist at Amazon, I faced a particularly challenging customer call that persisted for 45 minutes. Despite initial hurdles, I successfully resolved the issue, leaving the customer delighted. To my surprise, my efforts garnered attention within the organization. I had the privilege to share this experience with my group manager, who recognized its significance. Word spread, and soon, my achievement was acknowledged at a higher level. I was honored to be invited to present the call during a monthly meeting for the All Network call, attended by teams from various countries and directors globally. This incident fueled my engagement by illustrating the direct impact of my work on customer satisfaction.

I tend to focus on B2B settings so this influences my view on survey methods. For me, use of telephone surveys is a minimum. Using email has the subtext "we care about your feedback so much that we used a spreadsheet to connect you with an email generator"!

Present the analysis and insights to your employees in an engaging and constructive manner. Emphasize positive feedback to boost morale and highlight areas for improvement as opportunities for professional growth and development. This transparency helps employees feel valued and involved in the business's success.

Most of the time we focus on so many metrics that we forget the most important ones, that's why I am a believer in using the Net Promoter Score (NPS) and using simple surveys that sometimes give us insights that don't even seem important but that do affect the user's experience. customer. I remember at an ice cream chain we did this NPS in 3 of their 10+ stores, and although the brand got a solid 9, their worst rating was about the music they used in one of the stores (it was not liked by the target audience). Small details mean that the user experience can be affected without even noticing it if we do not measure the things that matter most.

I've always found that due to the emotional nature of customer feedback, it's important to make extra effort to parse out feelings and perceptions from the facts. Look for patterns in perceptions, and tie those patterns to facts and results. Never be afraid to include all the negatives also.

After collecting customer feedback, you need to analyze it to extract meaningful and actionable insights. To do this, you can use text analysis software or algorithms to process and interpret customer feedback textually. This will help you identify sentiment, tone, topics, keywords, and themes in the feedback. Additionally, data visualization tools or software can present customer feedback data visually and interactively. This will help highlight any patterns, trends, correlations, and outliers in the data. Finally, reporting tools or software can be used to create and share reports with stakeholders. This will help summarize customer feedback data and provide recommendations and actions based on your findings.

Organizations can go beyond just analyzing customer feedback as positive or negative; instead, they can use advanced emotional intelligence analytics to delve into the emotional nuances of the feedback. By analyzing the underlying emotions, such as excitement, frustration, gratitude, or disappointment, businesses can better understand the emotional context of the feedback. This can help organizations tailor their responses and solutions to better resonate with customers' feelings, ultimately fostering deeper connections and loyalty.

In my experience, making customer feedback resonate with employees is all about storytelling. Instead of just using emails or meetings, try sharing specific customer stories that highlight the impact of your team's work. A monthly 'Customer Hero' story in your newsletter or a shout-out during team meetings can bring feedback to life. This approach not only serves as an inspiration, but also sets an example of the tangible impact that their dedication to customer satisfaction can achieve. Transforming abstract data into real-life success stories is fundamental to the mission of enhancing the customer experience.

A melhor forma de compartilhar Feedback de clientes é envolvido o time operacional na demonstra??o das análises e nos planos de melhorias .

We regularly shared customer feedback through automated reports on a daily basis, setting aside time during our weekly meetings to review them. However, there were instances where negative feedback wasn't well received, and team members sometimes felt the customer was mistaken and failing to see the obvious. It's only human to struggle with finding value and insights in negative customer feedback, as it can feel like a critique of our work. Inspired by Adam Grant's book "Think Again," let's ponder: What if they're right and we're wrong?

"In my experience, sharing customer feedback through regular team meetings and personalized emails can be effective. Keep it concise and relevant, highlighting key insights and actionable points."

When it comes to sharing customer feedback with your team, employing various channels and formats is key. Consider hosting regular meetings to cultivate a customer-centric culture and offer guidance on performance enhancement. Utilize emails to keep employees informed and motivated by sharing customer feedback and highlighting achievements. Newsletters serve as an educational tool, inspiring team members with stories derived from customer feedback. Additionally, wallboards provide a visual means of displaying customer feedback goals, encouraging employees to track their progress and stay engaged. By leveraging these diverse channels and formats, you can effectively disseminate customer feedback throughout your organization.

This is the most important step of all. Not only for customers, but also to build the right culture and behaviors in your organization. Actions speak louder than words and that's absolutely true in creating culture. If you don't follow through and act, you are basically reinforcing to your organization and employees that it's ok to not listen to customers. Voice of Customer then becomes a vanity metric and loses it's value altogether.

There are four things to consider: 1: Communicate Findings: Share the feedback with your employees transparently, emphasizing the importance of their role in customer satisfaction and the organization’s success. 2: Identify Areas for Improvement: Collaborate with employees to identify specific areas where improvements can be made based on the feedback received. 3: Encourage Feedback Loop: Establish a feedback loop where employees can provide input on their experiences. This helps create a culture of continuous improvement and empowers employees to take ownership of their engagement. 4: Recognize and Reward Improvement: Recognize & reward employees who demonstrate improvement in engagement levels based on customer feedback.

We can use customer feedbacks and act with short-term and long-term activities: Short-Term Activities: 1. Categorise and Prioritise Feedback 2. Internal Briefings and Meetings 3. Utilise Internal Communication Tools 4. Highlight Positive Feedback for Employees Motivation 5. Leverage Negative Feedback for Improvement Opportuniteis Long-Term Activities: 1. Incorporate into Product Roadmaps 2. Influence Business and Strategic Planning 3. Develop Strategic Partnerships 4. Refine Business Model and Pricing Strategy: 5. Use of Internal Training and Workshops

It's crucial to approach feedback with an open mind, recognizing that it can range from constructive to challenging. Instead of attributing blame, it's essential to attentively listen and process both positive and negative feedback. Authentic customer input serves as a valuable tool for identifying areas of improvement across products, services, and processes. Moreover, it provides opportunities to support employees in enhancing their skills and knowledge, thus elevating the overall customer experience. By prioritizing employee experience, organizations can foster a culture of growth and excellence, ultimately leading to improved customer satisfaction and loyalty.

In my experience acting on feedback is crucial, but let's move beyond just metrics and unlock the human connection that empowers employees! Engaging employees isn't just about data; it's about showing them the impact they truly have. By connecting employees to the real-world impact they create, you'll not only improve customer satisfaction but also ignite employee engagement, purpose, and a sense of belonging. Let's move beyond data and build a team that's truly invested in exceeding customer expectations!

O Cliente precisa ser o centro da estratégia e da a??o da empresa. é isso n?o pode estar apenas no papel. Precisa ser praticado desde a alta lideran?a até que se torne parte da cultura

Bring your customers to you or go to them. Customer feedback is often siloed and then muted as it’s a CS metric. Customers should be the primary input to improving your product or offering. Make them part of the process, bring their voice to your org ( physically) or go to them (Focus groups, events, phone calls). Your org will function with purpose, your employees will understand how/why what they do is important, and your customers will be your biggest proponents.

Improving employee engagement involves more than simply sharing customer feedback. It's about strategically linking that feedback to the individual contributions of each team member. Highlighting unique improvement areas, you empower your team to work collaboratively toward improvement. Equally important is recognizing and celebrating achievements and growing a high-quality cycle of acknowledgment to maintain high levels of positive performance.

Um exemplo que acredito que seja viavel é medir a satisfa?ao do cliente do seu cliente, trabalho no varejo há muito tempo e isso vem ajudando na constru?ao de parcerias duradouras e melhorias continuas em todo o processo.

Customer feedback and employee engagement are intertwined. If an employee is happy and engaged, they are more likely to provide good customer service. The customer then feels like they have had a good experience and provides a good review. If they return and receive good service again you start building customer loyalty. It is important that customer service and experience are considered by every team in the organisation and not just the customer service team. Everyone plays a role in the customer experience. It would be good practise to share customer feedback with all departments so that you build a customer centric culture. Receiving feedback will keep employees engaged and provoke continuous improvement.