Change Management

Customer feedback only drives change if employees engage with it, and most rollouts skip the engagement work entirely. Here are eleven proven approaches to driving employee engagement in a customer feedback program, from strong change management through Employee NPS, customer champions and Vox Pop videos. Drawn from real rollouts where the engagement work decided whether NPS stuck.

Everyone says "engage all staff in the customer feedback process", and almost nobody actually does it. Our research across 80 organisations gives the chart that shows what happens when you do: significantly higher overall success. Here's why customer feedback isn't Marketing's, Strategy's or Customer Service's job alone, and how to genuinely get everyone involved without sliding into theatre.

Sharing live customer feedback openly inside the organisation triggers anxiety at every level, what if the comments are scathing, what if staff react badly. nib and MYOB do it anyway, and credit transparency as a key reason their NPS programs work. Here's how to roll out feedback transparency thoughtfully, and the unexpected benefits (self-correction, validated frontline insight) that follow.

"All you need are good people" is a comforting management myth, and it stops being true the moment your organisation gets complex. Beatrice Hofmeyr has been interviewing Australian executives about organisation design, and four insights stand out. Here's the guest post: where poor design breaks customer experience, why language matters, and the co-design move that lifts the odds of success.