Share relatable, real-life stories that show the impact of customer feedback on your growth. When you connect feedback to tangible successes, teams see its value. Secondly, empower teams with ownership and autonomy. Take the “Your department, your solutions” approach, use collaborative workshops to identify actionable improvements, and recognize and reward feedback-driven wins to reinforce the customer-centric mindset. By making feedback accessible, actionable and rewarding, you will unite your team around customer satisfaction!

From experience then things that I have found to be successful is listing out the feedback, align it with the tasks/actions that need to be completed, mapping them to each persons area of responsibility and then talking through the value creation they do when performing their job. Once they see how their part of the process can have huge positive impact to the customer and business they get onboard to the common goals.

To effectively utilize customer feedback within your team, it's essential to ensure that all members understand its significance and can integrate it into their work processes. This involves clear communication of the feedback's importance, training staff on how to interpret and act upon it, and fostering a collaborative environment that encourages input from all team members. By creating a shared commitment to using customer feedback, you can enhance team engagement and improve overall service or product quality.

In my experience, real change only begins when the strategy is cascaded from top leadership—whether it's the CEO, General Manager, or the business owner. We sometimes idealize companies as if they exist in a perfect scenario. In reality, their behavior depends on the stage they are in. A company is a living organism, and like humans, each one has its unique character. Understanding them requires recognizing these differences. From my perspective, the only way to drive meaningful change is by building habits and accepting that change is part of an ongoing process.

By making feedback actionable, relevant, and tied to team goals, and by involving the team in the process, you can ensure that everyone is motivated and empowered to make meaningful changes that improve customer experiences.

The Impact Tracker will enable you to connect the source insight (validated with user story and verbatim) to the approved prioritised change charter (frames the issue / opportunity, impact on business and resources needed to improve) which is connected to the change resulting and the performance measurements in ops and other areas it contributes towards. Then all across the business feel the change impact of CX.

Building a ritual where you do 3 things would help greatly: 1. Share customer feedback for everyone to be aware, and make concrete decisions on what to do with such feedback and who's in charge 2. Highlight the results of decisions made in the previous meeting and congratulate people who've moved the needle 3. Look at the overall KPIs improvement since you've scheduled this ritual and celebrate success This won't change everything overnight. This is a long process with long term benefits. Don't get too impatient.