Imagine an organization that asked for feedback at every twist and turn. You could rate the experience working with every employee, every process, every piece of equipment, and every interaction. If everyone was helping you improve, how much faster could you streamline your operations, processes, and behaviors? How would that impact your bottom line with contributors to your success at every level?
Building a community is about making your audience feel a part of your mission. This is done by great listening, attentive responses, and helping them see the impact they are making to your purpose.
We’ve heard it for years, the best way to get feedback is to ask. The problem is, when we do ask, we often don’t realize how challenging we’ve made the process.
Start With Your Audience
Begin by breaking your audience into groups that align with the different operational aspects of your organization. In addition to customers, include employees, partners, and vendors as well. Tremendous innovation and savings can occur at all levels and segments of your business.
Make the Ask
Build feedback into every aspect of your business. It should be a part of every contract, every conversation, and every relationship. Unsolicited feedback is often awkward and clumsy. When expectations are set properly, solicited feedback is welcomed and natural.
Make It Easy – Frictionless
Forget the multi-page survey, complex rating scales, “feeling” words, and multiple answer paths. Make the collection as seamless as possible. Use follow-up conversations to dig into deeper questions that do not readily surface. What really matters to that person will come across loud and clear.
Do Something About It
As you begin collecting this priceless information, make sure you’re actually using it! When there’s a problem, don’t let it sit idle while your customer/employee/partner/vendor is fuming about the issue. Make sure you have champions inside your organization that are able to respond, escalate, and execute.
Now your audience knows you are listening. They see you asking questions and taking action. They are now a part of your mission and realize the important role they play. You are now leaps and bounds ahead of your competition and have a more loyal workforce and supply chain. You have created a community with significant momentum that will propel you even faster – all because you took the time to ask someone for their 2 cents!