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Breaking Through the Glass: The Value of Preparation

Every year, aquatics centers offer American Red Cross lifeguarding classes. They train lifeguards to act with speed and confidence in emergency situations both in and out of the water. Training covers critical areas, including water rescue skills, surveillance and recognition, first aid, breathing and cardiac emergencies, CPR, AED and more.

The value of that preparation was reinforced at the 2012 American Red Cross of Greater Indianapolis Hall of Fame. A group of lifeguards was honored for turning their training into action — by running to the scene of a fire at an assisted living facility for seniors and people with functional needs, breaking out windows to rescue trapped residents and also providing first aid. Having the advance training prepared the lifeguards to take action and help.

When thinking about your customer strategy, have you ever considered the value that could be realized by your Voice of the Customer program simply by training and preparing your teams to respond to customer feedback? 

For example, a membership organization that is getting ready to launch a member relationship assessment will first prepare their team on how to respond to feedback. They plan to contact selected members each month, asking them to provide feedback in advance of the membership renewal period. The goal is for Retention Specialists to be equipped to respond to feedback, making any adjustments needed to extend and expand the relationships.

In preparation for this activity, the Retention Specialists will be trained on how to respond to the VoC feedback prior to the launch of the program. Through the training, they will be made aware of the initiative, understand what the feedback means, and what they need to do about it. Having that advance preparation will set the stage for the team to respond to feedback and take action to improve the customer experience.

Is your team ready to break through glass to help your customers? 

Kitty Radcliff
Vice President

About the Author

Kitty Radcliff

Kitty Radcliff

As a vice president of consulting service, Radcliff serves as the senior client service contact for assigned customer feedback engagements, with an emphasis on industry knowledge, research expertise and creation of valuable insights. Her current portfolio of client relationships includes both international and domestic companies in the high-tech, manufacturing, and financial sectors. Kitty’s largest accounts involve global customer satisfaction/loyalty measurement programs with survey activity occurring via the web in several dozen countries around the globe.

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