Use customer service feedback you already have to feed your employee rewards program. Learn how to take that data and build employee engagement through effective rewards.
What makes your company different from your competitors? While you may offer certain services that other Managed Service Providers (MSPs) don’t, the key differentiator between your company and others in your industry is most likely your people and the level of service they provide to your customers.
When you think about it, exceptional customer service is what ultimately determines your churn rate. And while you may have a system in place to collect feedback and analyze your customer satisfaction, if you’re not tying that information back to your employees, you’re missing the boat on building a crew of passionate, engaged team members and happy customers.
Recognizing employees based on customer feedback: The key to retention
We all know the value of positive reinforcement. When it comes to your employees, there’s nothing more motivating than getting recognized and/or rewarded for a job well done. So when a customer gives one of your crew a favorable mention, a reward of some kind is definitely in order—positive feedback leads to more positive behavior.
The reward could be anything that’s valued by your employees: a gift certificate to their favorite restaurant, a voucher for the cinema, or even an afternoon off. Consider going one step further and creating a catalog where employees choose their own rewards. The key is to know what kind of rewards your staff would want and then build a consistent program around it.
Rewarding behind-the-scenes employees: Ensuring everyone feels valued
Not all of your crew will be recognized by customers, but their work still impacts service delivery and satisfaction. When a client compliments how well your system works for them, how fast their services were up and running, or how quickly a problem was resolved, it’s often the result of the effort of someone working in the trenches.
These team members need to feel appreciated just as much as those who are in constant contact with your customers, so be sure to put a rewards program into place that includes them. It takes every cog in the wheel to make it run smoothly, and those behind the scenes are equally critical to your company’s success.
Set goals and challenges: Encourage continuous improvement
By challenging your employees to raise the customer service bar, you will directly influence the feedback you gain from your customers. So it makes sense to set goals for your team members, whether it’s response time, number of clients contacted, or any other element relevant to your service. When team members know that customer feedback is tied directly to their recognition or performance evaluation, they will strive to go beyond what’s expected.
Start by crafting a Customer Bill of Rights. The Customer Bill of Rights is a set of rules that guide customer service and satisfaction. For example, companies may state that customer queries must be answered or resolved within four hours, or every customer call is answered in a way that creates a positive connection.
Once the crew establishes its Customer Bill of Rights, you can align it with internal processes and your customer satisfaction measurements. From there, you can reward team members for response times, positive feedback, ticket resolution, and more.
Use gamification strategies like team contests and challenges to boost morale and improve customer interactions. When employees feel genuinely valued and appreciated, they perform better. Whether you do it on a weekly or monthly schedule, your employees will be more driven to achieve success. Your customer satisfaction will benefit as a result.
Leverage Crewhu's recognition and feedback platform
Crewhu’s online platform makes it easy to tie customer feedback into your employee reward system. Their intuitive dashboard and updated features allow businesses to track feedback, set performance benchmarks, and reward employees based on tangible results.
Users can set metrics and integrate the Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and peer-to-peer recognition to develop goals for every employee. Use the same dashboard to gamify performance measures for special contests or ongoing employee feedback. By creating the entire rewards system in a single tool, you make employee recognition programs enjoyable, equitable, and easy to manage.
Creating a culture of engagement
Pairing customer feedback data with employee recognition programs is a win for everyone. When employees feel motivated and rewarded, your clients reap the benefits of great customer service – and churn rates decrease.
Gathering and analyzing customer feedback is only the first step. By tying customer feedback directly to employee recognition, MSPs can create a culture of engagement across the board. With all the tools you need at your fingertips, you and your crew will not only be more motivated and engaged, you’ll also have more fun.
Take action by implementing feedback-driven recognition programs with Crewhu’s platform, and transform your crew from regular workers into highly engaged team members who have just as much stake in your company’s success as you do. Get in touch today to set up a demo.
Topics: customer satisfaction, Company Culture, customer loyalty, employee rewards, goal setting
