Why & How Should You Share Customer Feedback with Your Employees?
Posted on April 18, 2022
Gathering and analyzing customer feedback is an effective way to get useful information about your products and services. Collecting customer feedback won’t only help you better understand what your clients want but also show you what you need to do to improve your products.
Whenever you collect feedback from customers, try to share it with your employees and colleagues. Sometimes we all underestimate the importance of sharing customer feedback. But you can never know who from your team may suggest a solution to a company’s challenge.
Pro tip: If you’re looking for a way to collect accurate feedback data that you can share it with your employees, consider building feedback forms and surveys with an experience form builder that you can easily access online.
Let’s see why and how your business should share customer feedback with the team and build a solid base for your product and operations improvements.
There are quite a few effective methods of sharing customer feedback with employees. We’ll go through various approaches to help you constructively share feedback, helping both the higher management and employees.
Set a client-orientated mindset in your company
Building client empathy and making your team hungry for insights comes before sharing feedback with them. Try to make your team proactive in this sense. This will encourage your employees to ask for customer feedback instead of you forcefully sharing it with them.
It’s critical that you evaluate customer feedback with your team members regularly so that they can continuously iterate and improve. If you only share it with your employees once a quarter or once a year, any key learnings from the feedback review could be forgotten, and the problem might reoccur before you manage to address it.
You should discuss every kind of feedback (negative and positive) so that employees can learn from positive experiences or examine how they can improve or avoid negative customer interactions.
If you want to know how to share customer feedback with employees, it’s necessary to create various processes to get it in front of everyone. Set up a few channels to increase your chances of reaching every team member.
For instance, various businesses have a shared inbox where employees can open and read customer feedback messages.
On top of that, your business can also create a separate Slack channel where employees can post messages they have received from customers. This way, every employee gets in the habit of sharing what customers have to say.
When the comments are positive, sharing them will encourage people to interact and congratulate each other. On the contrary, sharing negative comments stimulates internal discussions that lead to improvements.
Most companies have a habit of focusing on negative customer feedback. By focusing on negative comments, a company clearly discovers its weak points which, in turn, helps it improve as soon as possible.
However, positive feedback can teach us a lot too. Sharing positive feedback with your employees will motivate the entire team to try their hardest rather than focusing solely on negative feedback, which may lower morale.
That’s why it’s important to award credit where credit is due. In other words, celebrate every victory with your team.
Organize customer feedback properly
Keep your customer feedback strategy organized for your team and keep it easy to sort through.
It’s entirely up to you how you segment your feedback. To accomplish this, you can use labels in Outlook or Gmail.
Some companies even use tags to categorize customer messages. For instance, you can use the following tags:
- Comments – the tag used when a customer leaves a comment with their survey score.
- Sentiment – this tag groups all the happy and unhappy customers (when a person submits a review, tag it depending on whether their comment is positive or negative).
- Testimonials – customers often provide feedback that can be used as testimonials in your marketing materials.
- Features – add the Feature request tag when a customer mentions a feature they would like to have or a bug that needs to be fixed.
Try to automate the process
Sharing customer feedback with your team should be as simple as possible; the simpler, the better. As a result, your team won’t have to look for clues about how customers are feeling.
Try to set up rules to automatically tag messages and keep everything organized in your inbox. For instance, you can add emoji tags that describe the sentiment of a review.
Importance of Sharing Customer Feedback with Colleagues
Every person in your company can benefit from hearing what your clients think about your services or products. Don’t hide or avoid telling them what customers have to say just because you feel afraid it would hurt someone’s feelings.
Every department can benefit from reading customer feedback. For instance, sales and marketing teams can better understand what customers like and which ones can potentially give authentic testimonials.
However, the biggest reason you need to share feedback with your colleagues is that customer feedback can bring you all together to work better. A team that recognizes its impact on customers stays together and pushes together for a higher cause.
It’s a great morale and efficiency boost, and it can even motivate employees to sharpen their skills. Finally, sharing feedback also promotes transparency. And transparency is definitely something you want to encourage in your company.
Sharing Is Caring
There’s no better way to figure out what works and what doesn’t than listening to the people that use your products regularly. When customers share their feedback, you owe it to them to pay attention to what they have said and find methods to act on their comments in a timely manner.
Do your best to share the feedback among team members. Put the right piece of information in front of the right people, and you’ll get positive results. Act on their comments to meet their needs, and your business will succeed.