Speaker 1

Music. Welcome to the aim podcast, where we bring you actionable insights on E commerce, customer service and AI innovation, hosted by help flow. This is your weekly guide to staying ahead in the world of E commerce. Let's dive in.

Speaker 2 0:00

Hey everyone, welcome back Today, we're going to be doing a deep dive into something I think we all struggle with sometimes, yeah,

Speaker 2 0:14

exactly. And for this deep dive, we're going to be looking at excerpts from the source, feedback growth culture, fostering open CX communication, that's great. And our mission is to, you know, kind of figure out with the source material how to make feedback work for us, not against us,

Speaker 3 0:31

right? Exactly, turn that chore into a superpower, right? Yeah,

Speaker 2 0:34

so no more of those vague comments that leave you feeling more confused than when you started. Yeah. I

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Speaker 3 0:40

think we've all been there, right? Like, be more proactive. What does that even mean? Exactly

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Speaker 3 0:46

guess, right. So today we'll unpack exactly how to make feedback more specific, more actionable, more helpful. Love it.

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Speaker 2 0:53

But first, something that really caught my eye in this source, escape rooms. Apparently, they're

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Speaker 3 1:01

Yeah, that's interesting, right? The source actually suggests that activities like escape rooms can actually boost team communication and make people more receptive to feedback.

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Speaker 2 1:11

Okay, I'm listening. I'm intrigued. What's the connection there? I don't quite see it.

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Speaker 3 1:16

Well, you know, when you're in an escape room, you're kind of forced to work together, right? Yeah, you have to communicate. You gotta be vulnerable. You know, you're under pressure, right? And all of that. It actually builds trust and rapport. So then when it comes to feedback, it feels less like judgment and more like, Hey, we're in this together. Okay,

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Speaker 2 1:35

yeah, that makes sense. So it's not really about the escape room itself. It's

Speaker 3 1:40

And you know what else is important? The source emphasizes that leaders need to be part of this too. Oh, interesting, yeah, like when leaders openly share their own experiences with giving and receiving feedback, like even their own struggles with it, yes, both the good and the bad. It really sets the tone for the whole team. It's like saying, Hey, I'm not perfect. I'm learning too.

Speaker 2 2:02

I love that. That totally makes feedback less scary, more about learning and growing together. You know exactly.

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Speaker 3 2:08

And that vulnerability from leaders, it's crucial for building trust, and that

Speaker 2 2:13

trust is the foundation, right? Without it, any feedback system is going to fall apart

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Speaker 2 2:20 

it's one thing to talk about trust in theory, right? Have you actually seen this play out in teams you've

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Speaker 3 2:28 

absolutely, you know, I remember one team, the leader was so open about how they used to struggle with receiving feedback, you know, early in their career, and what happened completely changed the dynamic. People started feeling safe to admit their own weaknesses, to ask for help, feedback became this, like, collaborative problem solving thing, wow, that's powerful. Yeah, it was amazing to see. On the flip side, I've also been

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Speaker 2 3:08

So not just those random, off the cuff comments, exactly, they

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Speaker 3 3:11

suggest things like, you know, regular one on one meetings, performance reviews that makes sense, and also real time feedback during training. So it's more structured, more intentional. And

Speaker 2 3:20 

this is where the idea of specific feedback comes in, right? Because we've all been on the receiving end of feedback that's so vague, it's basically useless.

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Speaker 3 3:29 

Oh, yeah. And the source is very clear on this, feedback needs to be laser focused. Like, instead of saying you need to be more proactive, what does that even mean,

Speaker 2 3:38

right? Like telling someone to be better. Thanks. I'll

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Speaker 3 3:42

So the source suggests framing it more like this. Next time a customer expresses frustration about, say, shipping delays, you could try proactively offering them a discount code for their next purchase. Oh,

Speaker 2 3:56

it to a specific situation, giving them a concrete action to take

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Speaker 3 3:59

exactly. It's actionable, it's specific, it's focused on improvement.

Speaker 2 4:04 

But even with, you know, all the right structures in place, even with specific feedback, how do we make sure all of this actually leads to growth,

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Speaker 3 4:14

that's where we move from, you know, just giving feedback to actually using it as a springboard for development. I like that analogy, and according to the source, the first jump on that Springboard is identifying those areas for improvement. Okay,

Speaker 2 4:27 

so we've got the foundation of trust, we've got the structured mechanisms, we've got the specific feedback. Now it's time to put it all together and actually use it for growth

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Speaker 3 4:36 

Exactly. We've got the raw materials. Now let's build something with them. Okay,

 
Speaker 2 4:40 

so we've got the foundation of trust, we've got the structured mechanisms, we've got the specific feedback. Now it's time to put it all together and actually use it for

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Speaker 3 5:02 

Okay, so we've talked about, you know, analyzing the specific feedback to figure out those areas where someone could improve. But how do you like, actually turn those areas into tangible goals?

Speaker 2 5:14

That's where setting clear development goals comes in. Yeah, and not just any goals. The source emphasizes they gotta be smart goals. SMART

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Speaker 3 5:24 

Achievable, Relevant and time bound. Got it? Yeah, I've used that framework before for my own personal goals, and it does. It really helps keep you focused. Yeah, it definitely does. But okay, let's say we've got our smart goals all set up. How do we like keep the momentum going, you know, make sure people don't just slip back into their old habits. Well,

Speaker 2 5:46 

that's where regular check ins and celebrating achievements become crucial. Okay, the source suggests having, you know, those consistent check ins just to see how someone's progressing towards their goals and offering support and adjustments as needed.

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Speaker 3 5:57

So it's kind of like having a coach right to keep you on track. Yeah, exactly.

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Speaker 2 6:01 

And just as important as the support is the celebration. Oh, interesting. You know, when you recognize and celebrate those wins, it reinforces this idea that feedback is about growth, not criticism.

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Speaker 3 6:18 

Now, the source also talks about these things called Personalized development plans. What exactly are those? Well, it's basically

Speaker 2 6:24 

taking everything we've talked about, the feedback, the identified areas for improvement, the SMART goals, and then you create a tailored plan for each team member. Okay?

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Speaker 3 6:34

So it's not like a one size fits all approach, no, not at all.

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Speaker 2 6:37

It's about recognizing that everyone is different, right? Everyone has their own strengths, weaknesses, learning styles, right? So you meet them where they are, and you give them the specific resources and support they need. I see and the source really emphasizes the importance of incorporating training up skilling and mentorship opportunities into these plans. Can

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Speaker 3 6:58

Let's say you have a CX rep who's consistently getting feedback that, you know, they struggle with empathy in their customer interactions. So a personalized development plan for them might include, you know, some specific training modules on active listening or emotional intelligence. That makes sense, yeah, or maybe you pair them with a mentor who's really good at building rapport with customers. Oh, that's

Speaker 2 7:23

I like it, but okay, here's the question that's probably on a lot of our listeners minds. How do we know if all this is actually working

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Speaker 3 7:37

Source outlines four key metrics, employee engagement scores, turnover rates, customer satisfaction ratings and improvements in service quality.

Speaker 2 7:46 

start with employee engagement, right? Yeah, if people feel like their feedback is valued, that they have a voice that their growth is supported, they're gonna be more engaged, right? Totally makes sense.

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Speaker 3 7:55

start with employee engagement, right? Yeah, if people feel like their feedback is valued, that they have a voice that their growth is supported, they're gonna be more engaged, right? Totally makes sense.

Speaker 2 8:05

And engaged employees are more productive, more innovative, yeah, for sure.

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Speaker 2 8:13

know, because it could mean people are leaving because they don't feel valued Exactly.

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Speaker 3 8:16

But if you have a strong feedback culture where people feel supported and have opportunities for growth, you're more likely to keep your best people. Okay, that makes sense now, customer satisfaction ratings, those are crucial pressure. Happy

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Speaker 2  8:32 

And here's the connection, when your team is getting regular constructive feedback, they're learning and improving so they're better equipped to handle customer issues, to provide great service, and that

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Speaker 3  9:01 

exactly when your team is constantly receiving feedback, they're getting better at what they do. The source actually mentions research showing that companies with strong feedback cultures have much higher customer satisfaction and retention rates.

Speaker 2 9:14 

 So it's not just a nice to have, it's a real advantage. Exactly.

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Speaker 3 9:18 

The source also points out other benefits, like increased motivation, better teamwork, yeah? Because when you're

Speaker 2 9:24

comfortable giving and receiving feedback, you can work through challenges better, right? Yeah,

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Speaker 3 9:28 

absolutely. And of course, the ultimate goal is to deliver amazing customer service, right? That's the whole point. But I do want to acknowledge that, you know, not everyone is comfortable with feedback.

Speaker 2 9:39 

think a lot of people have had bad experiences with feedback in the past. You know, maybe it was given poorly, or they just got defensive. Yeah,

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Speaker 3 9:49 

It's about shifting your mindset from thinking feedback is scary to thinking of it as an opportunity.

Speaker 2 9:56

I like that, an opportunity to learn and grow exactly and.

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Speaker 3 9:59

Great thing about a feedback growth culture is it benefits everyone. That's what we like to hear. Employees feel valued. Teams work better together, and customers get better service. It's a win, win, win. Okay,

Speaker 2 10:12

I'm convinced feedback growth culture sounds amazing.

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Speaker 3 10:20 

the source suggests starting with that foundation of trust and openness we talked about earlier, creating that safe space for feedback, exactly, yeah, and then establishing those structured mechanisms, the one on ones, the performance reviews, the real time feedback during training, making feedback a regular part of the process, right? And always remember, focus on specific behaviors, encourage Honest dialog, no more vague feedback. Exactly. The source also talks about those more advanced strategies, like personalized development plans, training, mentorship and they highlight tracking progress, celebrating those achievements.

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Speaker 10:57

you know, there was this one quote from the source that really stuck with me. Feedback transcends its role as a mere evaluative tool, but becomes a driver of ongoing growth and learning. Ooh,

Speaker 2 11:08 

that's good. It's not about judging where you are. It's about guiding you to where you want to be exactly.

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Speaker 3 11:13

It's about continuous improvement, always getting better. I love that. Well,

Speaker 2 11:17

we've covered a lot today, from the psychology of feedback to the actual metrics that prove it works. It's a fascinating topic. It is. But before we wrap up this deep dive, I want to circle back to that powerful quote, feedback transcends its role as a mere evaluative tool, but becomes a driver of ongoing growth and learning. That idea of feedback as a driver of growth, not just evaluation. It really gets to the heart of what we've been talking about. So here's my question for you, dear listener, what's one small step you can take this week to shift your own mindset about feedback? Ooh, that's

Speaker 2 11:55

doesn't have to be this big overhaul, you know, right? Just one small action to kind of get the ball rolling Exactly. Maybe it's you know, being more open when you receive feedback, even if it's tough to hear, or maybe it's you know, really committing to giving more specific, actionable feedback to your teammates. That's a good one. Whatever it is just you know, that one small shift, it can really make a difference. It can create a ripple effect. For sure, exactly those small changes, they add up over time they do. And who knows, maybe that one step will spark a whole new feedback growth culture in your team. I love it. And you know, something we learned today is that this isn't just some, you know, touchy feely idea, right? Companies that actually embrace this feedback growth culture, they see real results. Oh yeah, higher

Speaker 2 12:44

It's about creating that environment where everyone feels valued and supported absolutely and empowered to grow. Yes, well said. Well, on that note, it's time to wrap up this deep dive. Okay, a huge thank you to you for sharing all your wisdom and insights on this topic. Oh, it's

Speaker 1 13:01 

be here and to all of our amazing listeners out there. Thank you for joining us on this journey into the world of feedback growth culture. We hope you learned some valuable things today that you can apply in your own work and life. Yes, definitely keep those brains buzzing, keep those conversations flowing and keep diving deep.

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Speaker 1

Thanks for listening to the aim podcast. If you found today's episode helpful, make sure to subscribe and follow us on social media for more insights that will help your E commerce brand grow until next time, keep aiming for success. You.

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