Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

Voice of the Customer | Listen or Die | Alert Management

Reading time: 6 minutes
It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. And if you focus only on recover alerts, that’s what it will be. You should leverage positive customer feedback as well!
 
One way to accomplish this is to strategically utilize recognize alerts within your organization.
 
Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience.
 
A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. You’re basically connecting the customer experience with employee engagement. Plus, when employees are more engaged, they’ll deliver a better customer experience.


(Click infographic to enlarge)

PeopleMetrics Infographic - 5 Ways to Recognize Employees using Your Voice of Customer Program

Share this Image On Your Site


Generating Recognition Alerts

It’s easy to identify the employees who are delivering exceptional customer experiences.

First you ask in a survey, “Did anybody go out of their way to deliver an exceptional experience for you today?” You can ask the name of the employee or provide a list of names from which the customer can select.

Also ask, “What did they do to make your experience special?” This information provides the information that feeds a recognition alert that lets you immediately know when an employee has done something memorable for a customer.

Many of our clients manage this by creating a "Brand Ambassador" program, which recognizes employees who deliver the best customer experiences.

At PeopleMetrics, our Brand Ambassador Awards are reserved for frontline employees who generate the most recognition alerts.


Pay It Forward

You can also take this to another level in organizations that have a front stage and a backstage.

The people who are facing customers are on the "front stage," and they are supported by those "backstage."

In a law firm, for instance, the partners are front stage, interacting with clients, while the assistants and paralegals are backstage, making those partners successful in the eyes of the client.

You can even design a program where you can “Pay It Forward.” When a front stage employee receives a recognition alert, that person can then, in turn, recognize backstage team members who helped deliver that experience.

For example, a partner at a law firm may receive a recognition alert from a client. They could then “pay it forward” by recognizing an associate who did a large share of the work on the account.

PeopleMetrics’ VoC software platform automatically makes the "pay it forward" process happen seamlessly. The result is that everyone gets included and feels like a valued part of the team. Ultimately, the front stage and backstage employees are aligned to deliver great customer experience as a team.

Conclusion

When you focus on more than just recover alerts, it improves morale. People buy into the program, and it becomes more successful overall.

○ ○ ○

About the Author

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes. Sean was named a 40 under 40 award recipient of the Philadelphia region. He is an active Angel Investor, including investments in Tender Greens, CloudMine and Sidecar.


Topic: Alert Management

Posted on 06-08-2020