Measuring customer experience is one thing, but actually getting started and making feedback part of your corporate culture is another. In this article, we share a number of practical tips that ensure that monitoring feedback becomes a way of living within your organization. Get started and you’ll see how fun it is, but more importantly, how well it works!
This may sound a bit obvious, but in practice we often see that organizations mainly focus on the “negative” scores. The text and explanation for the positive scores may therefore sometimes be skipped, while it contains at least as much valuable information. Don’t you also want to know where you excel, so that you can focus on this even more in the future?
Sharing feedback within the team creates a good atmosphere and enthusiastic employees. Most of the responses are often positive. And who doesn’t like to hear regularly that he or she is doing a good job? It will ensure that employees become even more motivated to enthuse customers and do their job well.
And not just for critical customers. Preferably let all your customers know that you have read their feedback. You will notice that your customers appreciate this and are more likely to give feedback next time. An email, a call or just addressing a customer when you see him or her again can be enough.
Have you made improvements or adjustments as a result of feedback? Share this with your customers and employees. This again shows that you take customer feedback seriously and prevents similar comments and / or complaints in the future. This will also ensure a higher response and more loyal customers. In this way you show your customers and employees that they are really part of your organization.
Are you going to get started with the four tips above? Then we guarantee that you will experience the power of feedback.
