This is the fifth installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world.
For me, the “old normal” world of business was too often like going to a chamber of commerce or networking event where everybody was selling, and no one was buying. There are a lot of business cards passed around, but very few people listening and understanding how they can be of service.
In this “Better than Normal” world, more people are willing to share input, and some companies are capitalizing by being more willing to listening. That listening takes the form of informal inquiries. For example, they track sentiment on social media and ask people to have casual conversations. Formal listening includes pulse surveys or more extensive customer or team member engagement surveys.
So here’s the big question, are you one of those listening companies? If you are listening, what are you doing with what you are hearing?
By that, I mean, are you closing both the internal loop and the external loop? To clarify terms, let’s assume we are talking about customer feedback. The internal loop is taking the information you hear from customers and bringing it to your internal teams to find solutions. The external loop is going back to the customer to let them know what you did with their input.
These better new days are perfect for brands that listen well and leverage input swiftly to drive safety, new service delivery methods, and emotional connections.
In future installments, I will share more thoughts about how we can build on the best of our current situation to make tomorrow’s normal even better than today. I’d love to hear how you are effectively listening to your team members and customers and possibly share how some of my clients are doing the same. Let’s talk.
Please reach out to me here.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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