One of the best things we get to do as customer experience professionals is share positive customer feedback to build employees up and generate enthusiasm for the work we do. Here are some ways to engage other functional groups in the organization with the positive feedback you receive from customers:
- Share customer comments internally (via company newsletter, intranet, etc). It’s great for employees to see their names recognized company wide when complemented for a job well done.
- Send customer comments to the employee and his supervisor via email. You can choose how ever many levels up you want to go when distributing a comment about an employee, but its great to let someone’s boss know that they’ve gone above and beyond. You get both the team member and the leader engaged this way.
- Hand written thank you notes to employees. Thanking an employee with a handwritten note shows sincerity and can be really impactful, especially when sent by someone in a senior role.
- Awards. You can implement awards based on monthly/quarterly/annual satisfaction scores. Money is usually a good motivator to get people engaged in trying to win an award. And everyone loves getting recognition for being the best at something.
- Share customer comments externally. We know sharing customer comments externally is great for marketing, but it’s also great for internal motivation. When employees see feedback about their specific performance on the company website, it can be very powerful. You can share feedback on your website, newsletter, email campaigns, etc. And be sure to let your employees know that you’ve done so.
Whatever way you choose to share positive feedback, just remember not to keep it secret! Be consistent in making it well known to all and you’ll see everyone become increasingly excited about the customer experience.