Feedback is vital when engaging with customers, and I've found that any hesitation to change based on customer feedback is a sign of declining morale. Here are questions to ask the team to understand their hesitation: 1. What specific concerns do you have about implementing this feedback? 2. How would the proposed changes impact our workflow? 3. What risks do you foresee if we implement this change and how would you mitigate them? 4. What evidence would you need to feel more comfortable with these changes? 5. What situations in the past are similar to this feedback and what changes, if any, did we make? 6. What are alternative ideas you have based on the customer's feedback? No feedback loop? You'll likely lose customers in the longterm.

Frame your talk track around making good decisions for the business. This almost always leads back to customers anyway. It’s your common ground in every cross-functional discussion.

Breaking through your team's resistance to change based on customer feedback requires empathy and clear communication. Begin by sharing specific examples of how customer feedback has led to improvements. Involve the team in reviewing feedback so they feel ownership over changes. Create an open dialogue to address their concerns, allowing them to express fears or objections. Offer training or resources if they're uncertain about new processes. Emphasize the benefits not just for customers but also for the team, like increased efficiency or satisfaction. By fostering collaboration and highlighting positive outcomes, you can turn resistance into engagement. #TeamAlignment #EmbraceChange

Sometimes, teams push back because they’re unsure of what will happen. Explaining the "why" behind customer feedback and showing the benefits can help ease their worries. Having open talks and celebrating small wins can also help get everyone on board! #CustomerFeedback #TeamGrowth #CX

Change is essential for improving customer experience. Successful customer experience is built on three key pillars: innovation, adaptability, and continuous improvement. To address resistance, start by creating an open and safe space for dialogue, allowing team members to voice concerns and ensuring they don’t view feedback as criticism, but as a tool for growth. Next, engage the team by being transparent about why changes are necessary, what outcomes are expected, and how the team will be supported in the changing phase. Empower employees to be partners in the process by involving them in decision-making and solution brainstorming.