Cultural consistency stresses adherence to a code for the business and cultural fit emphasises an aspect of the culture that will attract employees and partners who are similarly inclined. Cultural diversity focuses on promoting inclusiveness and celebrating employees and partners for their differences as much as their similarities. I specialise in going into companies and seeing the existing culture, then fine tuning it to ensure that everyone is singing from the same hymn sheet. Every business has to find their own protocol as the company structure and culture will determine what feedback loop approach works best. And I think the way a company designs their feedback loops will make a difference as to whether the responses actually get incorporated into actionable actions. Contact me via e-mail if you would like some help with this process.
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How do you start a feedback loop?
- Plan (choose an action)
- Execute (perform the action)
- Monitor (observe the reaction)
- Analyse (measure the reaction)
Touch points are interactions between businesses and customers that occur during the customer’s journey. These moments significantly influence customer experience as well as brand perception. A good customer journey is when we include everyone who’s involved in a touch point - customers, the people who influence them and those they influence. In order to start a feedback loop, you will need to add another layer to the journey - who, on our brand’s side, holds responsibility for each step and what constitutes a handoff to the next group. These teams need to provide feedback at each step so everyone along the customer journey understands the bigger impact of their work.
The feedback loop
The world is changing to compensate for our lack of focus and SoMe deliver endless feeds of bite-sized content, bombarding our brains with dopamine. Are you actively seeking out and welcoming customer feedback? Do you have systems in place to incorporate feedback? Are you familiar with the term “Feedback Loop”? It’s a system that helps organisations gather information about their products, services, and performance from people outside of their organisation. What feedback loop approach works best for your organisation depends on your structure and culture.
There are two components of a feedback loop: an action and a reaction. What makes it a “loop” is when the results of the reaction feed back into the process. The ways in which organisations design feedback loops makes a difference in whether or not responses actually get incorporated. Every business has to find their protocol. The challenge is to make sure you empower employees to make and embrace change.
I think there are 3 Feedback Loop approaches:
1. Role Based Feedback
2. Direct Outreach
3. Social Listening
Following are three that can apply to any organisation of any size.
Contact me via e-mail for a deeper dive into your organisations feedback loop.