How To Motivate Your Employees With Customer Feedback
Are you creating a movement within your business?
At Shirt.ly we get customer feedback through a product and service survey. It’s a brief 5 item survey that asks about customer satisfaction, NPS, and customer effort score among others.
Most businesses are successfully able to capture customer feedbacks but fail to successfully make use of them.
This article is not about how you can effectively collect customer feedback. This article is about how you can successfully act on these feedbacks and motivate your employees in the process.
But first, let’s start with reasons why you’re capturing customer feedbacks for the wrong reasons
You like to benchmark competition
It’s as simple as your customer doesn’t care about your competition survey scores, you shouldn’t either. I completely understand that you need to know how well they are doing but what’s more important is for you to focus on how you are growing your customers as a business.
Your competition might have a +50 NPS score while you’re stuck at +20. Wouldn’t it be so much better to work on how you can improve your NPS rather than sulking on how great the competition is?
Because everyone else is doing it
So you see your competition gathering customer feedback, you ask your team to start doing the same thing. But the question is, do you effectively act on these feedbacks?
Don’t just do it for the sake of ‘doing it’. Do it because it’s something that you care about and it’s something that you know would help your business win more customers.
To find out which employee (or team) is performing poorly
Every once in a while you will receive a negative feedback, it’s inevitable. You shouldn’t use negative customer feedback to find someone to blame or to use this as a metric to gauge employee performance.
Some customers will tell you that they waited in line too long, their hotel room was too dark or their package came in late. As a business you need to accept that you will not satisfy every customer, there will be unwinnable customers and that’s okay.
Now, how do you effectively act on these feedbacks and take actionable steps?
It starts with sharing.
Share these customer feedbacks with your employees and have them translate these feedbacks into something actionable.
Handling Positive feedbacks
Sharing acknowledgments and praises are especially helpful when you need to reinforce a good behavior within a team.
Going over ALL the positive feedback and sharing them with your employees is as important as going over the negative feedbacks.
Commend and incentivize employees and departments for doing a great job. This will ensure that they will continue to do great things.
Handling Negative Feedbacks
Like what I said, negative feedbacks will be inevitable. The best way to handle them is to share them with the team and have them discuss if something should be done.
It doesn’t mean that if there’s a negative feedback something should be changed or improved because as I said some customers are un-winnable. But, it’s important that you still discuss them and check to see if there was really nothing you could have done to have avoided that feedback. There might be processes or steps that you could change to prevent it from happening again and you can only do this effectively when you have your team work on a solution.
What Am I getting at here?
To put simply, customer feedbacks are to be looked at as new ideas on how you can win over more customers. Your customers are giving you the chance to win them back and convert them into raving fans.
Sharing customer feedback in structured quarterly reports, will help your business gain a unified sense of what brings satisfaction to your customers.
- Zendesk
Customer feedbacks should be used to create a movement within your business, to motivate and inspire your people to continue doing their best, to win more customers, to empower employees to make the changes they think will improve overall customer experience. At the end of the day — a happy employee is equivalent to a happy customer.
Learn the 4 quick ways to improve customer experience
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