{"id":453,"date":"2016-08-10T12:09:28","date_gmt":"2016-08-10T00:09:28","guid":{"rendered":"http:\/\/www.mirrorwave.com\/blog\/?p=453"},"modified":"2016-08-10T12:13:38","modified_gmt":"2016-08-10T00:13:38","slug":"making-feedback-actionable-is-easy-when-viewed-with-two-lenses","status":"publish","type":"post","link":"https:\/\/blog.mirrorwave.com\/blog\/making-feedback-actionable-is-easy-when-viewed-with-two-lenses\/","title":{"rendered":"Making feedback actionable is easy when viewed with two lenses"},"content":{"rendered":"<p>One of the biggest complaints about customer feedback is that it isn&rsquo;t actionable. &nbsp;Two simple considerations will set you on a clearer path:<\/p>\n<ol>\n<li>Plan for taking action before you even start getting feedback, and<\/li>\n<li>Use &lsquo;two lenses&rsquo; to look at the feedback; the big picture (strategic lens) and the relationship (individual lens)<\/li>\n<\/ol>\n<p><strong>1. Plan for Taking Action Before Collecting Feedback<\/strong><\/p>\n<p><strong>Think about the process first<\/strong>.&nbsp; One of the biggest sins is to wait to see the results and then &lsquo;decide what we&rsquo;ll do from there&rsquo;.&nbsp; This can easily be decided well in advance, so when the feedback comes in you can impress with the decisiveness and speed of your response.&nbsp; Most companies sit on their hands while deciding what to do, but for participants the clock has starting ticking. Three things you can do are:<\/p>\n<ul>\n<li>Decide in advance how action items will be routed, based on the direction in which the relationship is heading. It&rsquo;s usually pretty obvious what to do with negatives, but what about rising scores or highly positive ones&hellip;. Or those stuck in the middle?<\/li>\n<li>In advance of the feedback, ask your team what they think will be the top positive and negative factors. You&rsquo;ll be amazed and frightened about how little unanimity there is, so here&rsquo;s your chance to get your people aligned around agreed issues once the feedback can be seen<\/li>\n<li>Meet early in the process to identify the issues you know will come up and decide the hymn book that you want everyone to sing from.&nbsp; Maybe fixing things is not the way to go- instead it might require the coordinated management of expectations.<\/li>\n<\/ul>\n<p><strong>It can&rsquo;t be anonymous.<\/strong> That&rsquo;s right, in order to take action based on the feedback you receive, attributed is best.&nbsp; How else can you address what&rsquo;s being said directly with the people saying it?&nbsp; You might think there will be resistance to an <a href=\"http:\/\/mirrorwave.com\/blog\/attributed-feedback-vs-anonymous\/\">attributed approach<\/a>, but results and response rates tell us that&rsquo;s not an issue (in fact, quite the opposite!).<\/p>\n<p><strong>Track feedback and actions over time.<\/strong>&nbsp; If you&rsquo;re not gathering a history of what participants have said and the actions you&rsquo;ve taken over time, how will you be able to tell whether or not your actions have worked?&nbsp; If someone stays angry several times in a row your actions obviously aren&rsquo;t working and you need to try a different approach.<\/p>\n<p><strong>2. Look at the Feedback with Two Lenses<\/strong><\/p>\n<p>Feedback serves two very different stakeholder groups.&nbsp; Senior management and marketers are usually interested in the bigger picture and strategic insights.&nbsp; Relationship managers are interested in what individuals say so they can strengthen that relationship.<\/p>\n<p>By <a href=\"https:\/\/blog.mirrorwave.com\/blog\/glossary\/follow\/\" class=\"glossaryLink\">following<\/a> <em>individuals over time<\/em> you can do both.<\/p>\n<p><strong>The Strategic Lens<\/strong><\/p>\n<p>As leaders, you won&rsquo;t get a fresh big picture from the same old feedback collection methods.&nbsp; You need to do something different.&nbsp; For example:<\/p>\n<ul>\n<li><a href=\"https:\/\/blog.mirrorwave.com\/blog\/glossary\/follow\/\" class=\"glossaryLink\">Following<\/a> people over time to see what is changing with them will enable you to form strategy from the change-based insights of seeing what direction an individual&rsquo;s feedback has headed since last time<\/li>\n<li>If you want to drive a personalisation and customer-centric culture you need a method which understands individuals better<\/li>\n<li>If you want to bring a more accountable attitude to managing relationships and experiences, then you need to ask for feedback from the people with whom there has been an intervention.<\/li>\n<\/ul>\n<p><strong>The Relationship Lens<\/strong><\/p>\n<p>Your relationship managers want to serve individuals better, so they need individual stories over time. &nbsp;That means they can:<\/p>\n<ul>\n<li>Identify and get onto individual problems early<\/li>\n<li>Use the positives to do better business like asking for a reference or a case study<\/li>\n<li>Convert individual problems into sales opportunities<\/li>\n<li>Understand whether the actions they have taken have worked for individuals by re-contacting them.<\/li>\n<\/ul>\n<p>Make sure you design your feedback program, choose your method and action taking approach with both strategic and relationship stakeholders in mind.&nbsp; Then you will truly unlock the potential in your relationships.<\/p>\n<p>Read More:<\/p>\n<ul>\n<li><a href=\"http:\/\/mirrorwave.com\/blog\/attributed-feedback-vs-anonymous\/\">Attributed Feedback vs Anonymous<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>One of the biggest complaints about customer feedback is that it isn\u2019t actionable. \u00a0Two simple considerations will set you on a clearer path: Plan for taking action before you even start getting feedback, and Use \u2018two lenses\u2019 to look at the feedback; the big picture (strategic lens) and the relationship (individual lens) 1. Plan for [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":455,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_s2mail":"yes","footnotes":""},"categories":[35],"tags":[],"class_list":["post-453","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-a-fresh-big-picture"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Making feedback actionable is easy when viewed with two lenses &#183;<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.mirrorwave.com\/blog\/making-feedback-actionable-is-easy-when-viewed-with-two-lenses\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Making feedback actionable is easy when viewed with two lenses &#183;\" \/>\n<meta property=\"og:description\" content=\"One of the biggest complaints about customer feedback is that it isn\u2019t actionable. \u00a0Two simple considerations will set you on a clearer path: Plan for taking action before you even start getting feedback, and Use \u2018two lenses\u2019 to look at the feedback; the big picture (strategic lens) and the relationship (individual lens) 1. 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