We could not touch every customer and resolve every opportunity to improve without an organization-wide effort. Our sales teams have internalized this approach to gathering feedback and have accomplished remarkable response rates through their efforts. Is it often enough? Are you describing what’s in it for them? Are you following up to thank them and address any issues? I’ve found that most customers welcome the opportunity to provide feedback if it’s presented as an investment in the level of service they receive. If garnering high response rates proves challenging, take a critical look at how you are approaching the customer. These insights are critical to identifying the practices you need to either eliminate, replicate or improve upon. With enough input, the voice of the customer points out common threads. If only a small percentage of your customers respond, then you’re back to relying on isolated scenarios. That’s why your response rate needs to be the priority. High scores and top ratings are remarkable marketing tools, but these measures are, first and foremost, diagnostic tools. Leverage customer voice as a diagnostic tool. Achieving those goals required taking action to incorporate what our clients and team members were telling us they needed.
We believed that if we applied enough intensity, we could reach a world-class NPS and the top Glassdoor rating among our industry peers. To anchor this strategy, we needed to design goals that would fuel our mission and measure progress.
0 kommentar(er)
