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11 Proven
Approaches to
Customer Feedback
Employee
Engagement
Commercial in Confidence
© Genroe (Australia) Pty Ltd. All Rights Reserved
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
1. Have a strong change management focus
• Look at the predictable fears and issues people will have and pre-plan
how you will address them.
– For example:
• If you introduce a transactional feedback survey and attach a front line
person’s name to that survey, it doesn’t take much empathy to know that
those people are going to worry about how that feedback is going to be
shared and actioned.
• If you don’t actively address that concern your front line staff will spend a lot
of time coming up with worst case scenarios.
2
2. Introduce Employee NPS® (eNPS)
• Employee NPS is an operational measure, just like NPS.
• It uses a very similar question, except it asks:
– “How likely would you be to recommend us as an employer to your friends”
• By introducing eNPS at the same time as NPS, employees can see how the
process works, from the inside, so to speak.
• It will also allow you to keep a track of employee engagement over the
long term.
3
3. Share insights with customers and employees
• Your customer feedback process will generate lots of new and interesting
insights about how to improve your business.
• Many companies seem to think that these customer feedback insights are
top secret.
– They worry: “what if a competitor gets hold of this information”.
– This is a valid concern but a very minor one.
• The real concern is that if you don’t share the information with all staff –
the ones that can actually affect change – nothing will happen.
• Sharing with customers reinforces that their time invested in providing
feedback is not wasted.
• Sharing with employees because when employees can see how the
responses from customers are actually making a change in the business
they will engage more deeply in the process.
4
4. Empower employees to tag bad business processes
• While management are often unaware of business process issues,
customers and front line staff know them all.
• Front line staff will know intimately the crazy hoops they have to jump
through to get that slightly oddball order to process correctly.
• Find a way to let staff tag your bad business processes
– It will drive up employee engagement.
– It will help you to identify the business process issues that are
driving down customer loyalty and driving up costs.
5
5. Team NPS targets and Personal development plans.
• Rather than set NPS targets at the individual level, do it at the team
level.
– The focus should be much less on the score and much more on
the personal development plans of the people in the team.
– Focus on response rates rather than the score maximising the
feedback you are collecting and using to drive change in the
business.
6
6. Appoint Customer Champions
• Best Practice Net Promoter Score Implementation Service require a
substantial governance process.
• The Process Team is key to success.
– A team of cross functional customer champions that help to
engage all areas of the company in the customer feedback and
continuous improvement process.
– These customer champions are not responsible for delivering a
great customer experiences (that’s everyone’s task).
– They are responsible for sharing the knowledge on how to
constantly improve the customer experience.
7
7. Brand The NPS process
• Brand the Net Promoter process in the business.
– Give it a name and an identity to assist with engaging all employees in the roll-
out.
• It doesn’t happen immediately but if you brand the process and keep
pushing you will see change occur.
• As the business matures, the branding will become less important but it is
needed to drive initial support.
8
8. Create “Vox Pop” videos to share success stories
• Create easy to share live video footage of success stores.
• Use a simple Vox Pop format to quickly capture and share good news
stories and successes widely across the organization.
• It’s fast, inexpensive and very effective.
• It makes stars of the people driving change in the business.
9
9. Senior management calling employees associated with 10’s
• In a transactional survey, eyes are drawn to the dreaded 0s, 1s and
2s.
• Sure you need to work through the low scores but make sure you give
some valuable air-time to the 10’s.
• Celebrate staff who receive 10’s and congratulate them in public
forums.
• If you only focus on the low scores it can drain morale.
• Bonus tip: When talking about low scores focus on the process issue
behind the score not on the person.
– It is unusual that a member of your team intentionally caused
the customer a problem
– It is much more likely that the cause of the problem is a
process issue.
10
10. Push positive customer comments into a reward and recognition
program.
• Examine how you can strip out positive customer comments related to
individual staff and push them into your rewards and recognition
program.
• Perhaps you take 10 great comments each week and give away movie
tickets to the person named or place their name at the top of a board,
along with the comment.
• It doesn’t have to cost a lot or be formal. The effect on employee
engagement in the customer feedback program is substantial.
11
11. Add NPS to the Employee induction program
• Check your employee induction program. It talks about lots of
important areas of the business so make sure that you have included
a section on your Net Promoter or voice of the customer program.
• If not, what message are you sending to new staff?
12
Free: The Business Leaders’ Practical Guide to Implementing Net
Promoter®
• A Free Guide to Implementing Net
Promoter in Your Organization
– This document is targeted at
business people who want a
practical approach to implement
Net Promoter in their organization.
– In this step by step document we
lay out the lessons we have learnt
from 5 years and more than 20
individual roll-outs.
• You Will Learn
– What is the Net Promoter Score?
– What Net Promoter Looks Like in
Practice
– The Best Practice Net Promoter
Roll-out Process
– The Six Problems You Will Face
and How to Fix Them
13
Download
11 Proven Approaches to Customer Feedback Employee Engagement
This presentation is based on a
longer blog post:
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14
Click here to read
the whole post
About Genroe
• Headquartered in Sydney, Australia, Genroe has been a driving force in helping companies better understand
and generate higher value from their existing customers since 2002. Banks, insurance companies, IT companies
and others used Genroe’s wide customer management services and tools to maximize customer profitability and
revenue potential.
Our core deliverables are in the area of customer feedback management and customer experience management.
• Our Customer Experience Management Services
– Customer Experience Management implementation
– Customer Retention consulting
– Product and service bundling
– Customer Loyalty Program Health check
– Creating a customer centric culture
• Our Customer Feedback Management services
– Customer feedback Services
– Net Promoter Score Practice
– B2B Customer Feedback
– Lost sale feedback and action plan
• Customer Testimonials
To hear first-hand what our customers value most in our services you can review our extensive list of customer
testimonials.
15
Contact Genroe
• We run projects across Australia, New Zealand and South East Asia. Below are our contact details.
Please feel free to contact us at any time.
Phone: 02 9191 4700 / +61 2 9191 4700
Email: info@genroe.com.au
16

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11 Proven Approaches to Customer Feedback Employee Engagement

  • 1. 11 Proven Approaches to Customer Feedback Employee Engagement Commercial in Confidence © Genroe (Australia) Pty Ltd. All Rights Reserved Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
  • 2. 1. Have a strong change management focus • Look at the predictable fears and issues people will have and pre-plan how you will address them. – For example: • If you introduce a transactional feedback survey and attach a front line person’s name to that survey, it doesn’t take much empathy to know that those people are going to worry about how that feedback is going to be shared and actioned. • If you don’t actively address that concern your front line staff will spend a lot of time coming up with worst case scenarios. 2
  • 3. 2. Introduce Employee NPS® (eNPS) • Employee NPS is an operational measure, just like NPS. • It uses a very similar question, except it asks: – “How likely would you be to recommend us as an employer to your friends” • By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. • It will also allow you to keep a track of employee engagement over the long term. 3
  • 4. 3. Share insights with customers and employees • Your customer feedback process will generate lots of new and interesting insights about how to improve your business. • Many companies seem to think that these customer feedback insights are top secret. – They worry: “what if a competitor gets hold of this information”. – This is a valid concern but a very minor one. • The real concern is that if you don’t share the information with all staff – the ones that can actually affect change – nothing will happen. • Sharing with customers reinforces that their time invested in providing feedback is not wasted. • Sharing with employees because when employees can see how the responses from customers are actually making a change in the business they will engage more deeply in the process. 4
  • 5. 4. Empower employees to tag bad business processes • While management are often unaware of business process issues, customers and front line staff know them all. • Front line staff will know intimately the crazy hoops they have to jump through to get that slightly oddball order to process correctly. • Find a way to let staff tag your bad business processes – It will drive up employee engagement. – It will help you to identify the business process issues that are driving down customer loyalty and driving up costs. 5
  • 6. 5. Team NPS targets and Personal development plans. • Rather than set NPS targets at the individual level, do it at the team level. – The focus should be much less on the score and much more on the personal development plans of the people in the team. – Focus on response rates rather than the score maximising the feedback you are collecting and using to drive change in the business. 6
  • 7. 6. Appoint Customer Champions • Best Practice Net Promoter Score Implementation Service require a substantial governance process. • The Process Team is key to success. – A team of cross functional customer champions that help to engage all areas of the company in the customer feedback and continuous improvement process. – These customer champions are not responsible for delivering a great customer experiences (that’s everyone’s task). – They are responsible for sharing the knowledge on how to constantly improve the customer experience. 7
  • 8. 7. Brand The NPS process • Brand the Net Promoter process in the business. – Give it a name and an identity to assist with engaging all employees in the roll- out. • It doesn’t happen immediately but if you brand the process and keep pushing you will see change occur. • As the business matures, the branding will become less important but it is needed to drive initial support. 8
  • 9. 8. Create “Vox Pop” videos to share success stories • Create easy to share live video footage of success stores. • Use a simple Vox Pop format to quickly capture and share good news stories and successes widely across the organization. • It’s fast, inexpensive and very effective. • It makes stars of the people driving change in the business. 9
  • 10. 9. Senior management calling employees associated with 10’s • In a transactional survey, eyes are drawn to the dreaded 0s, 1s and 2s. • Sure you need to work through the low scores but make sure you give some valuable air-time to the 10’s. • Celebrate staff who receive 10’s and congratulate them in public forums. • If you only focus on the low scores it can drain morale. • Bonus tip: When talking about low scores focus on the process issue behind the score not on the person. – It is unusual that a member of your team intentionally caused the customer a problem – It is much more likely that the cause of the problem is a process issue. 10
  • 11. 10. Push positive customer comments into a reward and recognition program. • Examine how you can strip out positive customer comments related to individual staff and push them into your rewards and recognition program. • Perhaps you take 10 great comments each week and give away movie tickets to the person named or place their name at the top of a board, along with the comment. • It doesn’t have to cost a lot or be formal. The effect on employee engagement in the customer feedback program is substantial. 11
  • 12. 11. Add NPS to the Employee induction program • Check your employee induction program. It talks about lots of important areas of the business so make sure that you have included a section on your Net Promoter or voice of the customer program. • If not, what message are you sending to new staff? 12
  • 13. Free: The Business Leaders’ Practical Guide to Implementing Net Promoter® • A Free Guide to Implementing Net Promoter in Your Organization – This document is targeted at business people who want a practical approach to implement Net Promoter in their organization. – In this step by step document we lay out the lessons we have learnt from 5 years and more than 20 individual roll-outs. • You Will Learn – What is the Net Promoter Score? – What Net Promoter Looks Like in Practice – The Best Practice Net Promoter Roll-out Process – The Six Problems You Will Face and How to Fix Them 13 Download
  • 14. 11 Proven Approaches to Customer Feedback Employee Engagement This presentation is based on a longer blog post: SHARE 14 Click here to read the whole post
  • 15. About Genroe • Headquartered in Sydney, Australia, Genroe has been a driving force in helping companies better understand and generate higher value from their existing customers since 2002. Banks, insurance companies, IT companies and others used Genroe’s wide customer management services and tools to maximize customer profitability and revenue potential. Our core deliverables are in the area of customer feedback management and customer experience management. • Our Customer Experience Management Services – Customer Experience Management implementation – Customer Retention consulting – Product and service bundling – Customer Loyalty Program Health check – Creating a customer centric culture • Our Customer Feedback Management services – Customer feedback Services – Net Promoter Score Practice – B2B Customer Feedback – Lost sale feedback and action plan • Customer Testimonials To hear first-hand what our customers value most in our services you can review our extensive list of customer testimonials. 15
  • 16. Contact Genroe • We run projects across Australia, New Zealand and South East Asia. Below are our contact details. Please feel free to contact us at any time. Phone: 02 9191 4700 / +61 2 9191 4700 Email: info@genroe.com.au 16