10 Best Practices to Becoming a Feedback Ninja (by @peoplemetrics @smcdade)

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Customer feedback is all the rage, but how do you know you're using it effectively? Take a quick read through these 10 tips to using your customer experience data more effectively and efficiently.

Empresariales Tecnología

1 Listen to customers, employees, and prospects regularly.

3 Measure the overall experience first.
NPS

3 Measure the overall experience first.
NPS
Engagement

3 Measure the overall experience first.
NPS
Engagement
Satisfaction

3 Measure the overall experience first.
NPS
Engagement
Satisfaction
Meeting Value

Let’s see an example of a mapped touchpoint.

Recover
Managers work to win
back customers who
experienced a problem
or are actively
disengaged/ detractors

Recognize
Managers can use this
feedback to recognize
employees for
outstanding work and
develop training for
customer facing
employees

Improve
This feedback will be
used to identify people,
processes and systems
that may need
enhancement to
positively impact the
customer experience

6 Measure what you are prepared to change.

6 Measure what you are prepared to change. Purpose
Trust
Growth
Fun
Customer Focus
Recognition
Resources
Rewards
Employee Engagement Model

8 Communicate, communicate, communicate.

9Track changes based on implemented changes.

10 Link to your business outcomes.
$2,000,000

1
2Make it easy and quick.
Listen to customers, employees, and prospects regularly.

1
2Make it easy and quick.
3 Measure the overall experience first.
Listen to customers, employees, and prospects regularly.

1
2Make it easy and quick.
3 Measure the overall experience first.
4Prioritize your touchpoints.
Listen to customers, employees, and prospects regularly.

1
2Make it easy and quick.
3 Measure the overall experience first.
4
5 Always close loops. Always.
Prioritize your touchpoints.
Listen to customers, employees, and prospects regularly.

6 Measure what you are prepared to change.
7Focus on your One Thing.

6 Measure what you are prepared to change.
7Focus on your One Thing.
8 Communicate, communicate, communicate.

6 Measure what you are prepared to change.
7Focus on your One Thing.
8 Communicate, communicate, communicate.
9Track changes based on implemented changes.

6 Measure what you are prepared to change.
7Focus on your One Thing.
8 Communicate, communicate, communicate.
9
10 Link to your business outcomes.
Track changes based on implemented changes.

Sean McDade, CEO
sean.mcdade@peoplemetrics.com
@PeopleMetrics
www.peoplemetrics.com

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HONOR Veterans Event Keynote by Michael Hawkins

Michael W. Hawkins

Organisational success today depends on effective communication and collaboration with individuals from cultures with varying beliefs and practices. Indeed, with the workforce increasingly comprised of people of varying cultural backgrounds, leaders must now prioritise the significance of cultural competence in the workplace. Ensuring cultural competence at every level of your organisation cannot be understated. While cultural disparities can manifest in different ways, as a leader, you must build deep and nuanced cultural competence skills and education to accurately spot, address and alleviate the various scenarios that can arise. Failing to recognise the importance of cultural competence or not acting to improve it can lead to cultural negligence. There are a few things to consider to ensure your organisation is on the right track. In this deck, you'll understand the importance of building cultural competence in the workplace. You'll also learn • The three (3) dimensions of Cultural Competence in the workplace • Key strategies to build a culturally competent workforce • Major benefits you stand to gain by having a culturally competent team.

Cracking the Cultural Competence Code.pptx

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10 Best Practices to Becoming a Feedback Ninja (by @peoplemetrics @smcdade)

2. 1 Listen to customers, employees, and prospects regularly.

3. 1 Listen to customers, employees, and prospects regularly.

4. 2Make it easy and quick.

5. 2Make it easy and quick.

6. 3 Measure the overall experience first.

7. 3 Measure the overall experience first. NPS

8. 3 Measure the overall experience first. NPS

9. 3 Measure the overall experience first. NPS Engagement

10. 3 Measure the overall experience first. NPS Engagement

11. 3 Measure the overall experience first. NPS Engagement Satisfaction

12. 3 Measure the overall experience first. NPS Engagement Satisfaction Meeting Value

13. 4Prioritize your touchpoints.

14. What is a touchpoint?

15.

16. Let’s see an example of a mapped touchpoint.

17.

18. 5 Always close loops. Always.

19. 5 Always close loops. Always.

20. Recover Managers work to win back customers who experienced a problem or are actively disengaged/ detractors

21. Recognize Managers can use this feedback to recognize employees for outstanding work and develop training for customer facing employees

22. Improve This feedback will be used to identify people, processes and systems that may need enhancement to positively impact the customer experience

23. 6 Measure what you are prepared to change.

24. 6 Measure what you are prepared to change. Purpose Trust Growth Fun Customer Focus Recognition Resources Rewards Employee Engagement Model

25. 7Focus on your One Thing.

26.

27.

28.

29.

30.

31. 8 Communicate, communicate, communicate.

32. 8 Communicate, communicate, communicate.

33. 9Track changes based on implemented changes.

34. 9Track changes based on implemented changes.

35. 9Track changes based on implemented changes.

36. 9Track changes based on implemented changes.

37. 9Track changes based on implemented changes.

38. 10 Link to your business outcomes.

39. 10 Link to your business outcomes.

40. 10 Link to your business outcomes. $2,000,000

41. Let’s recap.

42. 1 Listen to customers, employees, and prospects regularly.

43. 1 2Make it easy and quick. Listen to customers, employees, and prospects regularly.

44. 1 2Make it easy and quick. 3 Measure the overall experience first. Listen to customers, employees, and prospects regularly.

45. 1 2Make it easy and quick. 3 Measure the overall experience first. 4Prioritize your touchpoints. Listen to customers, employees, and prospects regularly.

46. 1 2Make it easy and quick. 3 Measure the overall experience first. 4 5 Always close loops. Always. Prioritize your touchpoints. Listen to customers, employees, and prospects regularly.

47. 6 Measure what you are prepared to change.

48. 6 Measure what you are prepared to change. 7Focus on your One Thing.

49. 6 Measure what you are prepared to change. 7Focus on your One Thing. 8 Communicate, communicate, communicate.

50. 6 Measure what you are prepared to change. 7Focus on your One Thing. 8 Communicate, communicate, communicate. 9Track changes based on implemented changes.

51. 6 Measure what you are prepared to change. 7Focus on your One Thing. 8 Communicate, communicate, communicate. 9 10 Link to your business outcomes. Track changes based on implemented changes.

52. Do these things…

53. …and you’ll be a in no time.

54. Sean McDade, CEO sean.mcdade@peoplemetrics.com @PeopleMetrics www.peoplemetrics.com

10 Best Practices to Becoming a Feedback Ninja (by @peoplemetrics @smcdade)

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