In the present scenario, the major focus has been given to
establishing constructive feedback loops, which can enhance
customer retention and improve the product or service. In this
context, I will, as the employees, give feedback from within the
company as they give legitimate criticisms about the services and
products. Also, employees of the company could provide honest and
genuine feedback related to the product and services. Here, taking
feedback from the leaders and managers could be valuable, but it
could not be more effective as they are in a higher position. Thus, the
employees’ feedback can play a crucial role here to enhance customer
retention and improve the product or service.
Usually, the employees’ feedback can be collected in various ways
such as new employee surveys, pulse surveys, employee engagement
surveys, review sites, managers, stay interviews, exit interviews,
employee suggestion boxes, Email, etc. (Dewar, 2020). Well, I have a
plan to seek and address feedback from the employees in a positive
and effective way. Here, the feedback can be taken through emails as
it can reach all the employees who are also working remotely. I can
request their valuable time for the development of the company and
try to address their feedback. Also, it has been found that employee
feedback is helpful in building a better workplace and enhancing
retention in the competitive talent landscape.
Apart from these, customer feedback is important to take in the
organization as their views and experiences create values for the
development of the product and services. The customer feedback
could improve future research for the company (Nasr et al., 2014).
However, there are many ways to take feedback from the customers
including posting a link to a survey on social media, using Instagram
stories to collect feedback, running social media contests, using a
feedback box, having a structured process to collect feedback, offer a
reward in return for customer feedback, monitor social media
channels and many more. Here, I will apply the strategy to collect
feedback through social media channels. A social media post can help
to gather many views about their personal experience with the
services and products, which can be negative and positive.
There are many internal communication channels like the intranet,
project management tools, Emails, private messaging softwares,
employee newsletters, video conferencing softwares, internal
podcasts, document sharing softwares, etc. that play an important
role in addressing feedback from external and internal customers
(Nasr et al., 2014). In the present context, I have selected the internal
communication channel like Email as an effective way to
communicate and receive feedback from the internal and external
customers. This is because an enormous flow of critical information is
usually delivered by the companies through Email. Also, Email is
widely given priority as most people check their inboxes on a daily
basis, so there are more possibilities to get fast responses about the
product or services.
a
References
Dewar, J. (2020, September 24). Sapling - 8 ways to collect employee
feedback. RSS. Retrieved June 16, 2022, from
https://www.saplinghr.com/blog/8-ways-to-collect-employee-
feedback
Nasr, L., Burton, J., Gruber, T., & Kitshoff, J. (2014). Exploring the
impact of customer feedback on the well-being of service entities: A
TSR perspective. Journal of Service Management.
