What do you do if your customer feedback tools aren't improving your customer experience?

The feedback tools should enhance growth and improvement, if the outcome is not desiring as expected. Reassess the tool, crosscheck the feedback metrics most importantly. If the metrics are not capturing customer's pain points in their experiences, then the outcome won't solve a problem. Engage active reading and reflection in the feedback of the customers so you do not act defensive and trash the helpful feedback because it doesn't make sense to you.

Be mindful about the design of your studies. Sometimes, surveys themselves can be manipulated to produce a result that satisfies executive ego but artificially inflates numbers (e.g. colour coding NPS to “educate” respondents on what each score means). Warning: this produces watermelon 🍉 metrics - green on the outside, red on the inside. Review the questions you use in collecting these insights for bias. Some ideas include using neutral language (for example, “how would you rate your satisfaction?” vs “how would you rate your satisfaction or dissatisfaction?”) and ensuring that follow up questions don’t unintentionally train respondents to pick good ratings over bad.

If your feedback tools are not telling you what is wrong with the experience offered (rather than those often seen that are designed to understand comparative performance) then it is highly unlikely experience will improve. Similarly if the poor experiences are suppressed or dismissed you will never get better. If you want to improve you need to understand what to improve and why. Build tools to do this and “celebrate” finding opportunities to improve by identifying and eliminating causes of the failures

There are many ways to improve customer experience and some I have found most helpful are exiting dashboards and focusing on targeted call listening and chat review of common escalation/ dissatisfaction drivers. Often this can give you valuable insights to both customer pain points and difficult employee conversations that you can improve for all parties involved.

Addressing customer feedback challenges requires a strategic approach rooted in innovation and client-centricity. Start with conducting a thorough analysis to understand the root causes of the ineffectiveness of our current feedback mechanisms. This involves gathering insights from various sources, including direct customer interactions, data analytics, and cross-functional collaboration with customer service teams. By pinpointing the gaps and pain points in the feedback process, we can devise targeted solutions to enhance its effectiveness. Next, emphasize the importance of proactive engagement and personalized communication with customers to solicit feedback and address their concerns in a timely manner.

The close-looping of the insights gathered to be performed. It so happens that the insights obtained aren't close-looped and the issues recur.

Atenção nessa etapa para que eventuais impeditivos eliminem bons insights. É comum que conhecidos limitadores de orçamento ou sistemas causem a invalidação de ricos insights. Embase bem sua conversa através de dados e voz do cliente e busque vencer possíveis obstáculos. Talvez ainda não seja possível, mas tenha certeza de que não foi e que venceu a etapa da defesa do projeto ou ideia.

In my experience, gathering insights into the customer challenges and taking action to improve is the way forward. Update your quality framework to improve the customer pain points (increase severities within the focus areas). As well as looking at product improvements to make the journey smoother..

Aquí hay algo clave que dice ver más halla muchas veces automatizar no significa que funcione sino el tiempo en que se ejecuta el resultado que me genera mi herramienta entonces optimizando el tiempo ajustando la herramienta o desarrollando una nueva hace que todo mejore y todos salgan satisfecho Ejemplo un cliente externo que ya ah sido registrado vuelve nuevamente y dicta su cédula cuando esto puede ser ejecutado mediante huella digital y el sistema arrojará datos de la persona que está comprando o internamente realizando una acción departamental la misma herramienta puede sacar estadísticas de transacciones realizadas y mucho más

Go Gemba, go to the "actual place", in this case where the interactions are taking place. Gather employee feedback and cross-functional partners (ex. Sales Reps) insight to understand what they are hearing/observing from customers and the pain points in the customer journey that they have identified. Involve teams in formulating recommendations for improvement and prioritize the opportunities using the Eisenhower Matrix to identify low-lying fruit and build an execution plan and roadmap.

eliminate silos! and enable synergy across all departments. The whole organization should work towards the same strategic objectives and mission

Managing silos effectively can resolve approximately 60% of organizational challenges. By breaking down barriers between departments and fostering an environment of collaboration, businesses can ensure that insights from customer feedback are shared widely and acted upon more efficiently. Involving internal stakeholders in the development of customer feedback dashboards is a strategic move. Tailored dashboards ensure that relevant data reaches the right teams at the right time, enabling them to make informed decisions quickly and improve their contribution to the overall customer experience.

Uma coisa que acaba sendo deixado de lado é a escuta das áreas do ponto de contato com o cliente (atendimento, relacionamento, callcenter e recepção). E me refiro a conversas (focus group) e não só relatórios que tabulam motivos de contato. Existem muita informação com esse público e que se devidamente tratada, poderá gerar importantes referências para o direcionamento das melhorias de jornada.

Gather all the relevant teams involved and collect everyone's feedback on customer feedback tools. If everyone is encouraged to dig deeper where the problem lies, everyone will be able to share their own findings and solutions. Collaborative solutions can easily be taken if this is facilitated well.

Gathering customer feedback is the easy part. The really difficult part is doing something meaningful with that feedback. CX is all about action and making change happen. Think of your CX programme as a change programme where numerous internal stakeholders need to be brought on board. Start with Leadership. If the executive team aren't personally driving the change, your CX efforts will come to nothing.

Não tem nada pior do que o cliente se deparar com os mesmos problemas já relatados. Não adianta nada colher as informações, repassá-las, mas não implantar as melhorias. É a quebra do ciclo PDCA. Se dizemos que valorizamos nossos clientes, então vamos ouvi-los e dar a devida atenção aos seus pontos.

One of the biggest mistake I’ve seen is that organisations don’t communicate back to the customers about the improvements made based on their feedback. Publishing the results of these changes is crucial for the following key reasons: It validates the customers' efforts in providing feedback by showing them the outcomes of their suggestions. This transparency increases the response rate in future. By seeing the direct impact of their contributions, customers are more motivated to share their insights again, effectively turning them into more loyal promoters of your brand.

Ao implementar as alterações, garanta que a comunicação interna transmita a todos os envolvidos o que foi feito e os motivos da alteração. A área responsável, baseada em pesquisas e dados elabora as alterações e acaba deixando o restante da empresa sem a informação. Além de ser crucial para o sucesso da mudança, todos conhecendo a estratégia, atual como facilitadores e divulgadores da melhoria (promotores da marca).

Feedback from the teams would be key in order to understand the root cause of the issue. The causes could be several e.g. -incorrect implementation or -training issue or -lack of rigour on the shopfloor All the above can be fixed internally. However if the tooling is incorrect we would need to reconsider and reimplement

One thing I’ve found helpful is personalizing the measurement tools. You have to recognize customers as individuals and know and understand them and their pain points. Taking a look at the customer journey and addressing any barriers could lead to better outcomes. By using microsurveys, you can quickly collect data to figure out what is working and what isn’t. Microsurveys help you build ongoing in-product user feedback that helps you close the gap between what your product or service delivers and what your users expect.

Se não há feedbacks, algo está errado. Não é possível que a organização esteja surfando no oceano azul sozinha e sem desafios pela frente. Talvez, nesse caso, o problema dos feedbacks seja a coleta.

Firts of all, how much input do you have on the measurement method? If you have full control, maybe you should move to a more specific metric like VES, which measures each touch point with customers, on a per contact basis. Some contacts might have a negative impact, since customers expectations might be too high, but what really matters is the customers experience in the long run.

In my experience, getting a survey from customers helps to understand customer’s experience and allows us to make necessary changes

Most often feedbacks are bound to create a positive impact when acted upon them. First it's important to see if the feedbacks received are being acted upon in the right way quickly and efficiently. Only when customers see that the feedback is worked upon they'll be interested to share more. Next step could be analysing the questions that are being asked, the medium in which feedback is received, the timeframe taken for action, etc. All of these play an important role

Often the problem lies not in the tool, but in the questions themselves. It's important to regularly review our questions: Are we able to get detailed feedback from these questions that we can work with and draw conclusions from? We often contribute many questions to cover everything broadly, but along the way, it becomes apparent that we're not addressing all of them. Each question should have a goal, what do I really want to know from it? The key is not to stick to all the popular methods and not to ask questions just because everyone else is doing it. Look at the type of answers you want, the problems your client faces, and then choose the appropriate methodology according to your goals.

The relationship you personally develope with your customers is from their experience with you. Sometimes you have to change how you develop and grow that relationship. You have to truly engage, ask the questions and relate to them.

Continue to improving customer's feed back strategy so we can be in same page. Better to have a satisfactory feedback than having a good product sale.

Utilize a variety of feedback channels beyond your chosen tools, such as social media listening, direct calls, and in-person interactions.

Engagement is key, but that can only really happen if you communicate to the client what you are solving for them! Utilize all the awesome people within your network to swap what works, and what doesn't, inside of Customer Insights as well. I learn with my network all the time!

Considero que la experiencia del cliente no se ve tan afectada por las herramientas de medición. La experiencia de tu cliente tiene que ver con la calidad del servicio o producto que recibe, evalúa esos aspectos e implementa los cambios sugeridos, lo más rápido posible, recuerda… pequeños cambios hacen grandes diferencias en la experiencia de tu cliente…

A correlação de outros dados é super pertinente para garantir que as informações vindas do sistemas de feedback não estejam enviesados devido a uma amostra específica de feedback dos usuários.