Continuing our theme on change management and customer experience (CX), we thought we’d share some best practice pointers on how to best measure your employee feedback, when initiating a change management plan:
Related content: The 10 Pillars of Employee Experience
3 steps to employee feedback
1. Measure feedback and identify roadblocks
You will want to measure how your employees are feeling about the new initiative and how engaged they are towards your strategic goals, assess if they’re on board or not and, listen to their concerns and address any issues they might have head-on. This is where you can identify any roadblocks that might arise and disrupt your plan. The risk is that if they are not heard or are ignored, you won’t gain their support and they might even turn against your CX initiative.
2. Build the insights into the plan
You might also want to build a formal recognition program for the employees that are most often appreciated by customers. Use these employees as your internal customer experience gurus and brand ambassadors. Crucially, use their insights to lead your strategical and tactical plan and ultimately help you make your customer experience better.
3. Share the feedback
If you make it a point to educate your employees, sharing the feedback, any decisions made and clarifying new roles and responsibilities makes your CX a roll out all the more easier, allowing you to reap the benefits of customer experience management with minimal headaches and maximum rewards.
Check out our previous blogs on this subject to get a more of an in-depth, contextual view on change management.
Check out our e-book on change management to learn effective strategies to implement change in your business. Get it for free here:
