As Julie Gessin, VP of Operations at Schweiger Dermatology Group so rightly says, “your feedback is only as good as your ability to act on it”. You can gather all the customer feedback in the world, but if you don’t have clear strategies to actually act on that feedback, you may as well not be collecting it at all. Brands with the best customer experience act promptly on their feedback to leave every customer feeling blown away. But how do they do it? Here are five proven strategies for success.
Connecting customer feedback directly to frontline teams is by far one of the most effective ways to turn feedback into action. Frontline teams are the heart and soul of customer interactions, and are the difference between an average interaction, and a world-class experience that customers just have to tell their friends and family about.
By establishing a customer feedback loop, service brands bridge the gap between perception and action. This practice not only empowers employees with actionable insights but also showcases a commitment to improvement and customer-centricity. It’s about putting the power in the hands of folks on the frontline and giving them autonomy over their impact. When frontline teams are privy to real-time customer feedback, they gain an acute understanding of their strengths and areas for improvement, which inspires their next best action. This informed perspective enables them to adjust, adapt, and tailor their approach to meet customers' evolving needs, ensuring that every interaction is nothing short of awesome.
Keep it short and sweet. Unlocking impactful actions for customer experience hinges on feedback presented in bite-sized soundbites. Instead of burdening customers and teams with infrequent, lengthy surveys that are difficult to digest let alone act on, opt for a streamlined approach like the Net Promoter Score. This method delivers feedback directly to the frontline in bite-sized portions, facilitating immediate action. No more trawling through lengthy questionnaires and surveys – managers and frontline employees gain instant access to customer sentiments, while changes and trends become clear through a simplified metric. This approach enables swift responsiveness and empowers teams to make real-time improvements in a way that feels less overwhelming, and more empowering.
Action doesn’t just happen. Someone has to be motivated to drive that action forward. For service brands, that someone is your frontline associate. As mentioned above, they are the ones responsible for determining how awesome an experience is for a customer. How motivated your frontline team is boils down to how authentically they feel appreciated, recognized and seen for their work. It comes back to simple human psychology: when we feel underappreciated, we're less likely to continue going above and beyond. Why would we? But when we feel recognized, seen, valued and heard, we gain a new-found sense of motivation.
Authentic recognition goes beyond sporadic praise; it involves a consistent effort to highlight individual and collective achievements in the moment. This can take the form of personalized shoutouts, highlighting specific instances where their actions made a difference, and fostering an environment where positive feedback is actively ingrained in culture. When associates realize that their insights and efforts directly influence positive changes, they become more than just employees – they become motivated and dedicated advocates of the brand.
There’s nothing like having a clear goal to inspire action. Your customer feedback should tell a clear story of what’s working, what’s not, and what your next goal or milestone is at both the location, branch, team and individual level. Having clear goals and milestones in place motivates teams to work towards their next best action, every day. For example, you might have a goal in place to improve your branch NPS score by 15 points by the end of the year. Rallying everyone around the same goal is not only effective, but fun! Teams are in it together and are working towards a collective vision. By identifying patterns and trends in feedback data, you can pinpoint areas that require enhancement and capitalize on strengths. This data-driven approach eliminates guesswork and ensures that the goals set are aligned with the most pertinent aspects of the customer experience.
Once you have implemented changes based on customer feedback, make sure you follow up with your customers and communicate the actions you have taken. This not only shows that you value their input but also helps to build trust, loyalty, and encourages them to keep providing feedback in the future. Remember, feedback never sleeps. Continuously seek feedback, measure the impact of the changes you've made, and make adjustments as necessary. Customer needs and preferences are constantly evolving, and staying attuned to their feedback ensures that your business remains customer-centric and reflective of customer needs.
Converting customer feedback into actionable outcomes requires a strategic approach. From connecting feedback directly to frontline teams to collecting feedback in bite-sized soundbites, you can harness these strategies to bridge the gap between customer perceptions and employee actions. By authentic recognition, goal-setting, and transparent communication, you can create an environment where customer insights are seamlessly transformed into enhanced experiences.
