This article was based on the interview with Tracey Brown of Walgreens by Greg Kihlström, MarTech keynote speaker for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:
Employee feedback is a crucial component of operational improvement in any organization. As highlighted in the podcast transcript, employees are the ones who are closest to the problems and challenges faced by customers on a daily basis. By actively listening to their feedback and insights, organizations can identify points of friction and areas for improvement in their operations.
One key aspect of leveraging employee feedback for operational improvement is the use of technology and digital tools. By providing real-time knowledge and information around customer feedback and Net Promoter Scores (NPS), organizations can empower their employees to make data-driven decisions and address issues promptly. For example, at Walgreens, team members are able to track their performance against operational metrics and collaborate with store team members to address issues such as stock availability.
Furthermore, employee feedback can also drive improvements in onboarding, training, and customer service. By understanding the needs of frontline employees and equipping them with the necessary tools and knowledge, organizations can ensure that they are better equipped to meet customer needs and expectations. For instance, in the pharmacy industry, enabling pharmacists to spend more time with patients by automating routine tasks can enhance the overall customer experience and build trust with customers.
Moreover, the concept of self-service data and insights plays a crucial role in operational improvement. By providing employees with access to the right data at the right time, organizations can empower them to make informed decisions and deliver personalized customer experiences. Understanding what aspects of the customer experience are suitable for self-service and where human interaction is necessary is key to delivering a seamless and valuable customer experience.
Employee feedback is a valuable source of insights that can drive operational improvement and enhance the overall customer experience. By listening to employees, leveraging technology, and prioritizing customer needs, organizations can create a customer-centric approach that fosters loyalty, satisfaction, and success in the omni-channel landscape. Tracy Brown’s experience at Walgreens serves as a testament to the importance of employee feedback in driving operational excellence and delivering exceptional customer experiences.
