How to use direct customer feedback to help your staff improve

Consumer Products & Retail

October 24, 2018 / 2 min read

Topics

Customer ExperienceEmployee Experience

How to use direct customer feedback to help your staff improve

Who better to tell you what good customer service should look like than your own customers!

With a growing willingness to offer an improved customer experience, companies seem willing to invest in anything that will allow them to get there: technology, artificial intelligence, etc. But as is the case for all durable and quality structures, the foundations must be solid.

Therefore, it is important to ask yourself if your employees’ performance lives up to the service you wish to offer your customers. And who better to tell you what good customer service should look like than your own customers! Let them express themselves, listen to them and take action based on what they share with you.

In this article, Georgina Nelson describes 5 ways companies can use customer feedback to motivate their employees and, as a result, improve customer experience.

Among these 5 tips is knowledge sharing; the focal point of any customer experience improvement program. Indeed, one of the main ways to motivate your employees is to let them know that they make a difference. It is therefore essential to share with your employees the information you collect from your customers. The good feedback will motivate them and strengthen what they already do well.  On the other hand, critics will allow you to intervene in a constructive manner on elements to improve. This type of intervention should never be applied to a single individual, but always in an overall way to prevent the intervention from being perceived as punitive.

In addition, in all improvement programs, the best way to involve all employees across the various branches is to integrate healthy competition. Indeed, the dissemination of results across the network will encourage less efficient branches to improve and the best ones to maintain their favorable position.

You wish to offer your customers an opportunity to express themselves following their experience with your company? Please do not hesitate to contact us to implement a VoC or satisfaction survey.

Source: https://www.mycustomer.com/experience/voice-of-the-customer/how-to-use-direct-customer-feedback-to-help-your-staff-improve


Latest news

Google My Business: How to utilize the “Located in” feature
Is your business located in a mall? A shop or restaurant in a hotel? Or even…
More
Google updates requirements for company logos on their platforms
Google adds another requirement to make sure logos look good against white backgrounds
More
You have my full attention
I say that every day… to my kids, my peers, my boss. It sets the tone…
More
Taking Action to Build Customer Loyalty
How likely are you to recommend this restaurant to a friend, colleague, or family member? It’s…
More
Battle Lines of Customer Loyalty: Promoters vs. Detractors
In our last post, we talked about the importance of Customer Experience and how a Voice…
More
3 Ways To Better Manage Customer Experience
As a proud, hard-working food-service operator, you know every detail counts when it comes to securing…
More
2021 SaaS Awards
PUBLITECH (LOCALTRAC) Shortlisted for 2021 SaaS Awards
More
Google Takes Sustainability to Heart
While sustainability remains a critical core value in most of our organizations, having a sustainable culture…
More
Spotted, 2-Packs on Google Local Search Results
What does it mean when Google is currently in test mode? Is the 3-pack going away?
More
The Nemesis of Your Local Plan…The Idea Behind GMB Duplicates.
Google My Business helps your business get found in local search. When local customers are looking…
More
BACK TO BASICS : WHAT CAN POSSIBLY BE MORE IMPORTANT THAN YOUR WEBSITE HOMEPAGE?
Have you ever thought about what can possibly be more important than your website homepage in…
More
Facebook is making it easier to display temporary service changes
Please see below an article from Facebook explaining their new function to help you keep your…
More
How to manage your local presence during COVID-19
The recent news about the spread of the coronavirus (COVID-19) around the world forces us to…
More
Do you have to close on a temporary basis?
MARK YOUR LOCATIONS AS BEING TEMPORARILY CLOSED
More
Is your business affected by COVID-19
IS YOUR BUSINESS AFFECTED BY COVID-19? HOW TO MANAGE YOUR GOOGLE MY BUSINESS PAGE.
More