The Customer Experience Masterclasses are Here! Module 2: Tracking, Sharing, and Acting on Feedback

Did you hear? We launched a series of free masterclasses that will give you the skills, knowledge, and techniques you need to build a world-class frontline team that delivers phenomenal customer experiences. Whether you’re a CX leader, frontline manager, higher level executive or service business founder, there’s a ton of wisdom, knowledge and practical skills for you to gain, for free! In this blog series, we’ll take a deep dive into what the courses are all about, and why you should get involved. Coming up, module 2: tracking, sharing and acting on feedback. 

Get Ahead of the Curve with Real-Time Feedback

The State of Frontline Survey 2022 conducted by Metrigy revealed that only 16.3% of service businesses meet the Customer Experience Maturity Model’s definition of feedback mastery – that is tracking ratings at the team and individual level, in real time. This leaves a substantial blindspot for a large swathe of companies who rely on positive customer sentiment to grow.

Want to get ahead of the curve? 

Masterclass two is all about tracking, sharing, and acting on feedback, helping brands reach the top percentile feedback mastery. When service brands can successfully do this, they reap significant benefits: an improved employee experience, customer experience, and ultimately more repeat business and referrals. Throughout the course you’ll learn why some approaches to feedback work better than others, the impact it has on your bottom line, and how to win at collecting, and most importantly acting, on customer feedback.

What’s The Big Fuss About Feedback? 

It’s simple:  When your organization can master how to track, share and act on feedback you'll see the impact on your bottom line. 

We’ll let the stats do the talking…

The State of Frontline Work Survey revealed that top brands experience:

• A 41% increase in revenue improvement
• A 68% increase in employee efficiency improvement
• A 105% increase in customer satisfaction improvement

What You’ll Learn: 

In this masterclass, you’ll learn from AskNicely experts and leaders on what constitutes good feedback, how to track and collect it, and what to do with it once you have it. 

More specifically, you’ll learn: 

1. What good feedback looks like, the business impact it has when done well, and how and when it is best delivered. 

There is a lot behind what makes feedback effective, or not. Get the d-low on NPS, CSAT, real-time vs. surveys and so much more.   

2. The behavioral science on receiving and acting on feedback.
   

Let's get sciency: This masterclass will teach you the science behind receiving and acting on feedback, including how feedback-based rewards can motivate and empower frontline teams. 

3. How to build resilient teams and make the best of feedback and techniques for sharing feedback in a constructive way.
   

It’s what you do with feedback that counts. How you deliver feedback and use it to empower frontline teams will make a world of difference. 

Drumroll For Your Host…

And your host is….Susanne Axelsson! 

As a Frontline Community Evangelist, Susanne’s work is dedicated to amplifying and growing frontline voices, and ensuring service brands have access to interesting and valuable tools and content that can help them win on customer experience. 

Are you ready? 

Get ahead of the curve and join the world’s leading service brands who are maximizing customer experiences with real-time feedback. 

Don't wait any longer, learn more about the feedback masterclass and enroll today for free!