How can you encourage and enable your staff to be the driving force behind improving the customer experience?
In this final chapter of our 4-part mini-series on how to convert customer feedback into business transformation, let’s focus on how to make change happen. (P.S: if you missed parts 1-3, you can find them here: Part 1, Part 2, Part 3).
To change, and to improve, you need your staff to be part of driving the change. And for them to do so, you need to ensure they feel engaged. The benefits of employee engagement are numerous: better customer satisfaction, improved productivity and efficiency, and reduced turnover, to name just a few.
The first big step in your customer experience improvement journey is already underway–you are collecting lots of feedback, seeing the pain points and the highlights, and understanding the trends in your customer satisfaction scores.
The next important step is to engage your staff. Share the performance results, collaborate on the feedback and actions to take, and make the necessary changes. Also, don’t forget to share best practices, celebrate successes, and give credit for good performance!
Collaboration (aka teamwork) is a key factor in happy and engaged employees. HappyOrNot provides the ability for your entire workforce to connect instantly with its Real-time Collaboration.
And what’s even more, you can share all the insights with your team and empower them to drive the change in everyday operations. Make them the champions of change and you will see not only happier and more engaged employees, but also increased customer happiness and improved customer retention, ultimately leading to greater customer life-time value.
In short, to summarize what we have covered in all four posts, the value of continuously listening to your customers’ feedback to drive change will lead to:
- Ability to eliminate blind spots
- Fast, informed decision making
- Improved operational efficiency and profitability
- Increased customer life-time value
So, to return to the original question: how does customer feedback convert into more satisfied customers and better financial performance? The answer is: listen to your customers, understand what they say, make impactful changes and improve operations – all with the help of empowered, engaged employees.
Ready to learn more? Take a look at how HappyOrNot can help you transform your business.