Don’t Waste it... Amplify it! Create a culture of positive recognition.
Zack Hamilton ?? ??
LinkedIn Top Voice | I design experiences that grow Retail and SaaS revenue I Executive, Practitioner, Enabler I 7x’d sales velocity in < 1 year
Don’t Waste it... Amplify it! Create a culture of positive recognition. ?
Recognizing and amplifying positive feedback about your employees in customer conversations is paramount to building a culture that celebrates and uplifts its team members.?
However, most brands let this positive employee praise go to the feedback graveyard. They don’t do anything about it. This is a huge mistake! Let’s face it, your employees are feeling overworked and undervalued.
Don’t take my work for it, here are some employee review pulled from Glassdoor:?
“Overworked and underpaid. Management is terrible at scheduling, zone you out to do a specific task, sometimes not even an urgent or relevant task, you get pulled to support stage because people decided to call out, and then get in trouble for not finishing said task. Sometimes I am the only ops associate, and I can't even take a break or do tasks because everyone needs product checks. Management does little to nothing to support ops associates especially when they knowingly schedule only one person for the entire day.” - 2 star Glassdoor review?
Employee morale is at a premium, especially to your employee brand and retention goals. Employee turnover is expensive. We crave training, coaching and feedback. ?
“I enjoy the ongoing feedback and personal development. Appreciate the high level of communication and celebrations.” - 5 star Glassdoor review?
“The company is AMAZING. There are limitless advancement opportunities. You work with some very cool people and the leadership cares about your development. You may get coaching but you never get battered or belittled.” - 5 star Glassdoor review?
“I encourage management to continue to have conversations with their staff. Check in to see if all is okay before and after shifts.” - 4 star Glassdoor review?
“Need more development opportunities. Company expects employees to go above and beyond for customers and does not extend that to said employees.” - 3 star Glassdoor review?
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4 key reasons your brand should amplify positive feedback about your employees from customers:?
1.) Boost Employee Morale and Motivation: Acknowledging and amplifying positive feedback received from customers fuels a sense of pride and accomplishment among employees, motivating them to excel in their roles. When employees know their efforts are recognized and appreciated, their morale receives a significant boost, leading to increased engagement and productivity.?
2.) Cultivate a Culture of Recognition: By actively sharing and highlighting positive feedback during team meetings, company-wide communications, or internal platforms, organizations foster a culture of recognition. This practice encourages others to acknowledge and appreciate their colleagues' contributions, creating a supportive and uplifting environment where everyone feels valued.?
3.) Enhance Employee Satisfaction and Retention: Amplifying positive feedback not only strengthens the bond between employees and the organization but also enhances overall job satisfaction. When employees see their accomplishments being celebrated and their strengths being recognized, they are more likely to feel satisfied with their work environment. This, in turn, contributes to higher employee retention rates, reducing turnover and associated costs.?
4.) Drive Continuous Improvement and Learning: Amplifying positive feedback also provides an opportunity for employees to learn from their successes. By highlighting specific areas where an employee has excelled, organizations can encourage others to emulate those practices and foster a culture of continuous improvement. Additionally, it helps identify areas where employees excel, enabling targeted skill development and career growth opportunities.?
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Amplifying positive employee feedback in customer conversations yields tangible business outcomes that drive organizational success and growth.?
Business impact created by amplifying positive employee feedback:
1.) Improved Customer Satisfaction and Loyalty: When positive feedback about employees is amplified, it creates a positive perception of the brand in the eyes of customers. Recognizing outstanding employee interactions reinforces trust, enhances the customer experience, and increases overall customer satisfaction. Satisfied customers are more likely to become loyal advocates, leading to repeat business, positive word-of-mouth referrals, and increased customer retention.?
2.) Enhanced Employee Engagement and Performance: Amplifying positive feedback reinforces a culture of recognition and appreciation within the organization. This, in turn, boosts employee morale, motivation, and engagement. Engaged employees are more committed to delivering exceptional customer service, resulting in higher customer satisfaction ratings, improved productivity, and increased sales performance.?
3.) Positive Brand Reputation and Differentiation: By actively amplifying positive feedback, brands can build a strong reputation for exceptional customer service and employee excellence. Positive word-of-mouth generated by customers' experiences with exemplary employees contributes to a positive brand image. This differentiation sets the brand apart from competitors, attracting new customers and creating a competitive advantage in the marketplace.?
4.) Increased Employee Retention and Talent Acquisition: When employees receive recognition for their accomplishments through amplified positive feedback, it fosters a sense of belonging and fulfillment. This positive work environment contributes to higher employee satisfaction and reduces turnover rates. Satisfied employees are more likely to stay with the organization, reducing recruitment and training costs. Moreover, this positive reputation enhances the brand's ability to attract top talent, further fueling business success.?
5.) Financial Impact and Business Growth: The combination of improved customer satisfaction, enhanced employee performance, positive brand reputation, and reduced turnover directly impacts the bottom line. Satisfied customers lead to increased sales, higher customer lifetime value, and improved revenue. Engaged employees deliver superior service, resulting in improved operational efficiency, cost savings, and profitability. Collectively, these factors drive business growth and long-term financial success.?
Where should I start? ?
To effectively operationalize the practice of amplifying positive employee feedback in customer conversations, brands must take critical actions that foster a culture of recognition and appreciation.?
1.) Establish Clear Feedback Channels: Implement structured feedback channels where customer feedback regarding employees can be easily captured, tracked, and shared. This could include customer satisfaction surveys, online review platforms, or dedicated feedback mechanisms. Ensuring these channels are accessible and user-friendly encourages customers to provide feedback, enabling the identification of positive employee interactions.?
2.) Create Internal Amplification Processes: Develop systematic processes to capture, compile, and amplify positive employee feedback within the organization. This could involve sharing customer testimonials during team meetings, featuring positive feedback in internal newsletters or communication platforms, or implementing recognition programs that publicly acknowledge employees' achievements. These processes should be ingrained in the company's communication and performance management systems.?
3.) Train Employees on Feedback Utilization: Provide comprehensive training to employees on how to leverage positive customer feedback to enhance their own performance and contributions. This training should focus on recognizing and internalizing the value of feedback, encouraging employees to proactively seek customer feedback and identify areas for improvement. Equipping employees with the skills and mindset to use feedback effectively fosters continuous growth and reinforces the importance of positive interactions.?
4.) Celebrate and Reward Employee Success: Establish recognition and reward mechanisms that celebrate employees who receive consistent positive feedback from customers. This can include performance-based incentives, public recognition in company-wide communications, or opportunities for professional development. By linking positive feedback to tangible rewards, brands reinforce the significance of customer interactions and provide motivation for employees to deliver exceptional service.?
5.) Foster a Feedback-Oriented Culture: Embed a feedback-oriented culture that emphasizes the value of both positive and constructive feedback throughout the organization. Encourage open communication, peer-to-peer recognition, and regular feedback exchanges between employees. This cultivates an environment where feedback is seen as a valuable tool for growth and improvement, further reinforcing the importance of amplifying positive feedback.?