Have you found yourself in a place where your Feedback and NPS programs haven’t quite had the impact you hoped? Many businesses can embark on implementing an NPS strategy in order to create impact. However, they have left disappointed with the lack of change and lack of results. 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 your business is starting from a place of strength before the changes come in.
1 – Executive Buy-In
It’s important to have the Executive understand, agree, support and take an interest in your NPS program. This opens up a realm of both cultural and practical support that couldn’t come otherwise. First, having executives on board from the get-go demonstrates that customer feedback can be valued. If the “important” people find it important, so should the rest of the company, let them take ownership of explaining the ‘why’ behind customer feedback. Additionally, if there is true executive buy-in, there will be an alignment of KPIs, deliverables and budgets in order to support this new initiative’s needs for 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. To achieve success, use insights and turn them into actionable changes to the way customers can be 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 can involve as the first to see the benefits from happier customers.
3 – An Attitude Ready for Customer Feedback
Before any feedback program begins, we should 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 difficult and prolonged. Developing a culture that receives and celebrates feedback as an opportunity that is now visible to make 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 enhance its effectiveness and create real change within the culture. As a result, your company can turn feedback into change and change into profit.
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