Here's how you can gather customer feedback and improve your team's performance as a leader.

Effective and scalable way of capturing and managing the feedback is automations. 1. Ensure you define accurate touch points (like 180 days before renewal, NPS survey once in 6 months, CSAT survey) to reach out to your customers through automations. 2. Once you receive the feedback , channelize the information (you have CS softwares which can alert CSMs or if you are yet to define a strategy to alert the right internal stakeholders) 3. Please offer leadership help, by having Exec check-ins for the heavy risk predicted through the responses and act proactively. 4. Help the Customer success team to come up with a ROI oriented collaborative success plan to guide the customers towards achieving their outcomes

Coletar feedback dos clientes é essencial para melhorar o desempenho da equipe e aumentar a satisfação do cliente. Ouvir ativamente é uma abordagem eficaz. Como gestor de experiência do cliente, pratico a escuta ativa, compreendendo as necessidades e preocupações dos clientes. Incentivo minha equipe a promover um ambiente onde os clientes se sintam valorizados. Utilizamos reuniões, pesquisas e canais de comunicação abertos para captar feedback, analisando e implementando melhorias. Essa prática aumenta a confiança e lealdade dos clientes e motiva a equipe ao ver o impacto positivo de suas ações. Ouvir ativamente transforma feedback em uma ferramenta poderosa para a excelência contínua.

To collect customer feedback and boost team performance, use tools like SurveyMonkey for regular surveys, analyze the data, and discuss insights in weekly meetings. Encourage open communication, integrate feedback into performance reviews, set measurable improvement goals, and celebrate successes. This ensures continuous improvement and a customer-focused team.

Active listening is the main pillar for anyone who works with Customer Experience. When you are talking to your customer, be calm and present in the moment, pay attention to the keywords the customer is saying, whether positive or negative. Try not to judge, but rather listen in a compassionate way.

When collecting customer feedback you can go in different directions; you can choose old school via survey tools or you can go wider, broader, and deeper through active listening in all the channels. Most modern and customer centric companies choose the second approach, gathering feedback from calls, social networks, emails, chats, and surveys. They combine all together in a SSOT (single source of truth), and then they make decisions based on that. It's the only way to listen to the real voice of the customer

During customer research, it is important to maintain impartiality, avoid questions that may bring some type of bias, whether positive or negative. Try not to ask too many questions and keep them as simple and objective as possible. Be careful not to bother the customer with too many notifications on the channel where the survey is taking place. And try to keep a considered interval between one survey and another of at least 3 months.

Como líder, recopilar y analizar los comentarios de los clientes es fundamental para mejorar el rendimiento de tu equipo y garantizar que la experiencia del cliente sea positiva. Encuestas de satisfacción: Cree encuestas de satisfacción que se envíen a los clientes después de realizar una compra o interactuar con su servicio. Formularios de comentarios: Implemente formularios de comentarios en su sitio web o tienda física donde los clientes puedan dejar sus opiniones. Reseñas en línea: Monitoree las reseñas en línea en plataformas como Google My Business, Yelp y TripAdvisor. Entrevistas individuales: Realice entrevistas individuales con clientes seleccionados para obtener comentarios más profundos.

While collecting any type of data with regards to the process of survey make sure you take below mentioned points into consideration : 1. Survey are powerful mode of collecting data so should be used wisely . 2. Use mix of questionnaire while plotting any survey 3.We should make sure that the question asked are easily understood by all the participant 4.Keep the process smooth and easy for everyone..

Creo que un factor fundamental, además del correcto diseño de la encuesta, es el momento en el que esta se aplica. Una encuesta que se aplica tarde puede ofrecer datos distorsionados o que no ayuden a mejorar experiencias futuras. Utilizar dispositivos tecnológicos adecuados permitirá conocer la opinión sincera y espontánea del cliente en el mismo momento, o inmediatamente después de su experiencia. Integrar herramientas de IA y de BI para procesar información en tiempo real puede ser de gran ayuda para diseñar dispositivos eficaces para testeo de opinión.

Surveys In the old style are dead, and now the customers want to express themselves in different ways rather than through a solicited survey. The customers are talking in the social networks, emails, voice calls,... The companies need to listen to all those channels before even thinking about sending a survey. Surveys are not dead, but they need to change. They need to change because the customers are already sharing their opinion, and because the old methodology of sending a survey via em. Listen to your customers first, and then send surveys just to those customers which have not expressed their point of view, and send the surveys in the channel That the customer prefers

The ideal is to have a unified channel where all customer insights can be accessed quickly. Furthermore, this channel must be used to disseminate the customer's voice within the company. It is the responsibility of the area that takes care of the customer experience not only to have a "super technological tool" that gathers customer interactions, but also to know how to use it so that this feedback reaches other areas.

Surveys sent through email or chat often get ignored or lost in the digital noise. However, I've discovered a powerful alternative: picking up the phone. Engaging customers directly, even briefly joining a scheduled call, yields the best responses.

The most important thing here is to find a true partner that can provide a technology that's understands every channel in a holistic way. Sometimes you find platforms that in theory are good at only channel coverage but then you find that they are indeed just survey tools with some add-ons on top. That is why is so important to check for references and to go deep dive into the Omni Channel capabilities and artificially intelligence engine. The devil is in the detail, and if you don't find the right partner for you you may end up with a platform that is not performing as expected, leaving your customers unattended and leaving your company in a very precarious situation

Organizar y analizar los datos: Recopile y organice los comentarios de todas las fuentes. Utilice herramientas de análisis de datos para identificar tendencias y patrones. Compartir los comentarios con el equipo: Comparta los comentarios con su equipo para que todos comprendan la experiencia del cliente y las áreas que necesitan mejorar. Desarrollar un plan de acción: Cree un plan de acción para abordar los problemas identificados en los comentarios de los clientes. Implementar cambios y monitorear el progreso: Implemente los cambios necesarios y monitoree su impacto en la experiencia del cliente y el rendimiento del equipo.

Acting on insights will often demand the CX team to collaborate with different areas of the organization to transform the products, services, processes, and policies to better suit customers' needs.

Os feedbacks coletados devem ter um propósito claro e ser acionável. Geralmente são muito focados em NPS e CSAT que são dirigidos ao relacionamento e emoção. Mas como receber feedback sobre a geração de valor esperado pelo cliente. Esse é um ponto pouco mapeado hoje em dia. Um método que costumo utilizar é o F4Pcard do Fit for Purpose. Mapeia claramente quais os propósitos do seu cliente com seu produto e valida o resultado atingido, podendo gerar insights valiosos para toda a empresa.

The collected feedback should have a clear purpose and be actionable. It is often very focused on NPS and CSAT, which are directed towards relationship and emotion. But how can we receive feedback on the value generation expected by the customer? This is an area that is not well-mapped nowadays. One method I often use is the F4Pcard from Fit for Purpose. It clearly maps out the purposes your customer has with your product and validates the achieved result, potentially generating valuable insights for the entire company.

All areas of the company must know what is happening with their customers, what they are thinking about their products and services, what their level of satisfaction is, what are the identified points for improvement and the lessons learned in this process. Raising the level of customer experience is a responsibility of all areas of the company!

In my experience, continuous training is essential for leveraging customer feedback to improve team performance. By investing in regular training sessions focused on customer service excellence, communication, and problem-solving, you equip your team with the necessary skills to interpret feedback accurately and implement meaningful changes. Training should not be a one-time event but an ongoing process that keeps the team agile and responsive to evolving customer needs.

Determine um ritual de treinamentos para sua equipe, seja ele diário, semanal, quinzenal ou mensal, mas ele é. necessário. Com base nas informações coletadas nas monitorias de qualidade, pesquisas de satisfação, tabulações de contato e indicadores de performance, crie conteúdos digitais ou presenciais para passar para a equipe. O conhecimento é a base de tudo, uma dica pode mudar um atendimento, então é essencial que tenha este ritual. Hoje existem várias ferramentas no mercado que te ajudam a fazer esta sintetização dos dados, como também criar materiais e outras ferramentas que de forma lúdica irão levar este conteúdo para sua equipe. Não há mistério, mas sim organização, disciplina e ação.

Identificar áreas de mejora: Utilice los comentarios para identificar las áreas en las que su equipo puede mejorar, como el tiempo de respuesta, la resolución de problemas o el conocimiento del producto. Brindar capacitación y desarrollo: Ofrezca capacitación y desarrollo a su equipo para abordar las áreas de mejora identificadas. Establecer objetivos y expectativas: Establezca objetivos y expectativas claros para el rendimiento del equipo basados en los comentarios de los clientes. Reconocer y recompensar el buen desempeño: Reconozca y recompense a los miembros del equipo que brindan un excelente servicio al cliente y reciben comentarios positivos.

Además de la capacitación continua, es súper importante que el equipo desarrolle habilidades clave como la escucha activa, la empatía y la capacidad de anticiparse a los problemas. La escucha activa ayuda a los empleados a entender mejor lo que los clientes necesitan y lo que les preocupa. La empatía, por su parte, permite construir relaciones más fuertes y genuinas, mostrando a los clientes que realmente nos importa su experiencia. Y la capacidad de anticiparse a los problemas permite identificar posibles inconvenientes antes de que se conviertan en grandes problemas, ofreciendo soluciones proactivas que mejoran la satisfacción del cliente.

É sempre necessário coletar o feedback de qualquer mudança de processo ou treinamento realizado, pois podem vir mais ideias de melhoria. Nunca descarte algo que alguém usou um tempo para lhe enviar, pois ela entende que pode ser importante, então avalie, reflita e ajuste o que for necessário a partir desde feedback. Devemos lembrar que quem esta "na ponta" conhece mais pois vivencia isso todos os dias. O trabalho conjunto, entre o operacional e o estratégico que faz a mágica acontecer, se cada um fizer o seu, sem conexão, certamente teremos problemas de expectativa x realidade.

When adjusting, it's important that you don't leave any channel unattended and that you continuously monitor all the sources. Truth is that most of the companies still rely in surveys to get customer feedback, but if you listen and adjust all the channels the impact is enormous. Imagine that you're able to fine tune every interaction in every channel in real time. You would be able to monitor and improve for example the contact center, the social network service, the email responses, the bot performance,... That's why it's important to be constantly monitoring and to adjust all the alerts in every channel, so you can fine tune in real time and make sure that all the points of contact are running smoothly and delivering as is expected

Collect customer feedback through surveys, interviews, and social media monitoring. Directly engage with customers to grasp their experiences and issues. Analyze the data to spot trends and improvement areas. Communicate findings with your team, encouraging open dialogue and ongoing learning. Make necessary adjustments based on the feedback and monitor the outcomes. Continuously review and refine strategies to enhance customer satisfaction and team effectiveness.

Faz-se necessário ter pessoas dedicadas para esta ação de melhoria contínua, e de preferência, mas não essencial, que estas pessoas tenham conhecimento de metodologias de processos, treinamento e até neurolinguística se possível, pois facilitará o trabalho. Este rito, este processo, muda o jogo, pode acreditar.