CX Tip #39: Use Workshops to Review Customer Feedback and Develop Local Action Plans

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CX Tip #39: Use Workshops to Review Customer Feedback and Develop Local Action Plans
(Customer Connectedness, Employee Engagement)

SimplexGrinnell (a Tyco Company) has what it calls NICE workshops, interactive sessions where local offices review customer verbatims and develop action plans.  These are highly focused 5-hour interactive on-site session for key district personnel (managers, admin, and front-line) to develop an action plan for improving their customer experience with district service delivery. In small teams, workshop attendees are exposed to their district CSAT metrics and customer verbatim comments drawn from 80 to 100 of their customers that were surveyed over the past 12 months. Using that customer feedback, they identify and agree upon their most prevalent service delivery challenges. They brainstorm new and best service practices to implement within the next 30 days that will begin to make an impact on customer satisfaction within the next 90 days. Click for more info

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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