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Using Communities to Drive Action

As the mother of a toddler, I find myself almost daily scouring through message boards and blogs to find information related to topics such as how to deal with picky eaters, milestone development, discipline challenges, etc. It is helpful for me to use these communities as a way to sort out what works and what doesn’t. In the same manner, I like to post about what has been successful for our family so that others can benefit. To me, this is a real-life example of best practice sharing.

Why can’t the same model work in the context of enabling people to take action on customer feedback? Creating a sense of community in your organization can help to spread the word regarding tips, techniques, and best practices. It can also serve as a motivating factor, as people are more likely to get involved if they see their colleagues having success.

Here are a couple of ideas to get you started thinking about how you might apply this in your organization:

·         Share success stories in a creative way: Regularly publish real-life stories of people in your organization using customer input to make improvements. Get creative with the medium in which stories are published: some of our clients are using catchy video scripts or newspaper style articles as a way to draw attention to this effort. 

 

·         Best practice library: Most people have a survey follow-up process in place in which immediate survey issues are passed along to account teams, customers are contacted, and action plans are documented. Why not use all of those documented action plans to create a library of best practices that can be searched and mined? Then, when Joe Smith is dealing with a customer issue related to setting customer expectations on delivery timeframes (for example), he could search the database to see what others have done in a similar situation.

 

·         Collaborative space: Leverage the internal communities that are already established in your organizations to dedicate space to message boards, chat, and blogs that are centered on using voice of the customer to drive change in the organization. If such a community does not already exist, this is a good opportunity to think about creating one.   

 

Melissa Meier

VP, Client Service

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