Do you have a good way to tap into the customer feedback your employees are hearing every day?
Are your frontline employees trained and equipt to be true customer advocates?
Do they feel like their voice is being heard?
If you’ve been following our blog for a while, you know that David and I are in the middle of in-depth research on courageous cultures, which puts us on high alert for best practices in problem-solving, micro-innovation and customer advocacy.
So when we were in Nashville for a keynote, we met up with Nate Brown Founder of the CX Accelerator Lab, a really cool, free slack community of customer experience professionals.
He had such a perfect example of a micro-innovation that taps into customer feedback. I couldn’t wait for our book to be published to share.
I’m giving you a sneak peek because I think you could benefit from this Do It Yourself, Voice of the Customer idea right now!
He tells the story better than I can. Watch how he uses a simple USB web key button to empower employees to give real-time customer feedback. And then, he integrates it with other Voice of the Customer data.
Nate says they now have more and better quality customer feedback than ever before. Employees are more engaged in the process and interested in the outcomes.
That’s the power of micro-innovation and customer advocacy.
Why the Button Works for Better Customer Feedback
Nate shared why the CX Magic button works like magic on the CX Accelerator blog.
Omni-channel – The button works for any and all types of feedback coming in. This could be a phone call to support, an email, a conversation at a trade show, an executive seated next to a customer on a plane, a social media post, or just about anything else. The simplicity of it makes this level of flexibility possible.
A Tangible Reminder – You may already be thinking, “What’s the point of the button? Why not just have everyone bookmark the feedback form?” If you take a quick look at all the dozens of sites you currently have bookmarked, the answer will be clear. Having a physical button right there in front of you sets this program apart from the everyday noise. We literally bought buttons that FLASH! There is power in having a constant visual reminder of this great channel that has been created to enhance the Customer Experience.
Extreme Ease of Use – From the very beginning, we designed the program to be remarkably easy for the employee entering the feedback. Even small barriers to the process of entering feedback will result in dramatically reduced participation. Make it a quick, rewarding experience for all involved. And of course…don’t forget to close the loop to earn credibility!
Not Just For Customers – The form you create can have a tab for employee feedback as well. Give your people a channel to voice any hurdles they may encounter while delivering outstanding CX. This is sure to have a positive impact on your CES (customer effort score) both internally and externally.
But It Could Be For Customers! – Talk about an amazing technique to blow your VIP customers away…give them a button of their own. Let them know that this is generally reserved for employees only, but you value their feedback so much that you’d like for them to have one. I can’t imagine a better way to transform a simple piece of plastic into a life-long loyalty enhancer!
You can hear more from Nate and his magic button in his interview on the Voices of CX Podcast
Do you have micro-innovation that’s making a difference for you and your team? How do you help your employees become better customer advocates? We would love to hear your story (and perhaps even include it in our next book.) Leave a comment here, or reach out to us at [email protected]