Have you found yourself in a place where your Feedback and NPS programs haven’t quite had to impact you had hoped they would? Many a business have embarked on implementing an NPS strategy in order to create impact, however, they have been left disappointed with the lack of change and lack of result. If you had a chance to rewind the clock or are able to do a re-start of your NPS program what should you do differently in order to create an impact on business.
Here are 3 key steps to take before you implement your NPS and feedback programs. These 3 steps will make sure you and your business are starting from a place of strength, before the changes come in.
1 – Executive Buy-In
Its important to have the Executive understand, agree, support and take interest in your NPS program. This opens up a realm of both cultural and practical support that couldn’t come otherwise. Firstly, having executives on board from the get-go demonstrates that customer feedback is something that should be valued – if the “important” people find it important, so should the rest of the company, let them take the ownership of explaining the ‘why’ behind customer feedback. Additionally, if there is true executive buy-in, there will be an aligning of KPI’s, deliverables and budgets in order to support this new initiative needs the whole organisation. Executive buy-in will break down silos, create a sense of uniformity in task and achievement, and in turn create a stronger, more unified approach to your NPS program, giving it the runway to succeed.
2 – Frontline and Customer facing Staff Involvement
It’s vital to involve your frontline staff from the get-go. The frontline teams are going to go through the most change in their operating rhythm. They will be looking at a new metric to help guide their service. Most importantly they may feel judged and in the spotlight as new customer feedback comes in. In order for you to have success this is also the team that is in best position to use the insights and turn it into actionable changes to the way customers are handled. Involving them from the beginning to explain ‘why’ the metric is important and ‘how’ it will help them perform better in their jobs and with their other KPIs will help remove any resistance. The frontline staff can become the champions of the program if they are involved as they are the first to see the benefits from happier customers.
3 – An Attitude Ready for Customer Feedback
Finally, before any feedback program begins, it is important that we start with an attitude that ‘any feedback is good feedback’– the good, the bad and the ugly. Being excited about feedback can seem like an impossible task, with negative comments often being very daunting for employees. However, all feedback is an opportunity, which leads to improvement. The journey from feedback to change doesn’t have to be one that is difficult and prolonged – developing a culture that receives and celebrates feedback as an opportunity that is now visible to makes the business better.
It’s important to note that these steps aren’t just for companies starting their feedback program! Taking these steps at any point in your company’s NPS program journey will be sure to enhance its effectiveness and create some real change within the culture, in turn, your company’s ability to turn feedback into change and change into profit.
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