Who needs to hear customer feedback? Just your customer service staff? Just a few managers in the most problematic areas? The correct answer is, everyone in the company. Because the voice of the customer makes or breaks a business, let’s not forget that everyone’s attitudes cause a domino effect on customer experience excellence.
Sharing customer feedback with everyone within a company is relatively rare, yet companies that do so enjoy better results.
It is strange because we underestimate the interest of employees in the feelings and opinions of customers. This is because the information is passive and limited. This is because they do not carry out any kind of survey and because there is no planning from the beginning.
I invite you to read: How to create a customer profile through surveys .
Consider this: A friend of mine just cancelled a service she has norway phone number used for years because she was told there was a new policy and a change in prices when she tried to access the service. She was dissatisfied with this new decision by the company. Is it the fault of the customer service staff? No. It is the fault of several departments that are not in sync with the experience that customers expect.
Who is responsible for knowing the voice of the customer?
All departments are pieces of this puzzle that must fit together perfectly. Every person in the company is an essential part of the team. A mistake by anyone can cause a chain reaction that has consequences.
Every person, every member of the organization, needs to know their role within the context of customer experience excellence. An Outside-In strategy is key to success in customer experience management .
Every employee wants to work for a successful company. Customer experience is a natural motivation with a greater meaning for employee engagement. And that starts with informing everyone periodically about the voice of the customer.
Steps to communicate customer feedback to the entire company
These are the steps to know the voice of the customer :
1.- Design customer feedback to give greater meaning to your decisions.
What are they trying to do with what they get from you?
What are your expectations?
Allow customers to give their opinion on whatever they want, whenever they want, by creating online surveys . Here are 20 questions for a customer survey .
2.- Design customer feedback reports to give greater meaning to the work of each department.
Plan reports so that they are analyzed before annual planning or other key goals.
Create reports based on the capacity of each department. Learn the characteristics of a customer satisfaction panel .
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