Real-Time Feedback for Quick Issue Resolution

Struggling with endless meetings but seeing little progress? Let's cut through the noise with Real-Time Debriefs—a strategy that revolutionized my team’s productivity. 🕒 Forget about adding to your workload. This method is about leveraging the discussions you’re already having into moments of actionable insight. Quick debriefs post-interaction or meeting keep your team agile and forward-moving. Here's the tactical advantage: ✔Efficiency: Instantly capture and apply insights, eliminating the need for follow-up meetings. ✔Trust & Relationships: Foster a culture of trust with immediate, open feedback. ✔Problem-Solving: Tackle issues promptly, preventing them from escalating. Meeting Load: Dramatically cut down on unnecessary meetings, saving everyone time. This method has been a game-changer for us, respecting time differences and busy schedules, while ensuring our performance and teamwork stay sharp. Try this: After your next project or meeting, engage in a quick debrief. Share and solicit feedback immediately. Watch how it transforms team dynamics and efficiency. Real-Time Debriefs are more than a technique—they're about adopting a mindset of continuous, on-the-spot improvement. Dive in and see the difference it makes. #RealTimeDebrief #ProductivityHack #TeamDynamics #Gladtobehere #Leadership

If you're not measuring client satisfaction in real-time, you're doing it wrong. Most agencies rely on churn rates or project growth to gauge client satisfaction, but that's backward-looking data. By the time a client decides to fire you or expand your SOW, a lot has already happened - good or bad. So, how do you get real-time feedback? You ask. Have regular, mid-level to top-level client check-ins. If you're smaller, it should come from you, the CEO. For larger agencies, it should be a director-level conversation. And it should happen every month. During these check-ins, ask two simple questions in the last 5-10 minutes: - How are we doing on a 1-10 scale? - How is each team member doing, by name, on a 1-10 scale? This gives you quantitative data on client satisfaction and opens the door for qualitative feedback. If the score is below a 9, dig deeper. Ask what you should be doing differently, or what specific team members can improve on. By doing this at scale, across all clients, every month, you'll have real, aggregated data - both snapshot and trend line. And that trend line is crucial. If your average score drops from an 8.5 to a 7.5, that's a meaningful difference. Dive into it. Are multiple clients unhappy? Is it tied to a specific person or new service? You can identify and address issues quickly. You're running your business on a daily and weekly basis. You need data that supports weekly and daily decisions, not just quarterly or annual ones. Relying solely on long-term data means you're optimizing delivery WAY too late... #ClientSatisfaction #Agency #AgencyLife

The line between brand loyalty and migration is razor-thin. Understanding customer sentiments in real-time isn't just a 'good to have', it's a necessity. Real-time CX analysis paves the way for brands to resonate with their audience on a personal level. 🤝 Attached are insightful graphics from Clootrack on real-time CX analysis advantages and best practices. 📌 It's an absolute game-changer. Let me break down the "why" and "how", taking cues from a previous customer journey where we leveraged our Smart Insights platform. Not so long ago, a client of mine faced a puzzling decline in repeat customers. While their brand was strong and their offering robust, something was amiss. Enter Real-time CX Analysis. 💥 Here's how we turned things around. 🎯 Instantaneous Feedback Collection We implemented a feedback system on their website. In real-time, we could pinpoint issues - was it the payment gateway? The UX? We acted swiftly. 🎯 Dynamic Personalization By analyzing browsing patterns, we predicted products that a visitor might be interested in. Making the experience personal increased the time they spent on the site and, eventually, their likelihood to purchase. 🎯 Predictive Analysis for Proactive Solutions Utilizing Smart Insights, we mapped out a customer's typical journey. If at any point they deviated (like abandoning a cart), we’d send an instant email or notification. 🎯 Boosting Engagement with Real-time Adjustments During a flash sale, we noticed, in real-time, that customers were leaving due to slow load times Within minutes, we sent out an apology email with an extended sale duration, salvaging potential lost sales and trust. 🎯 Real-time Risk Mitigation Whoops, a glitch wrongly priced an item. ☠️ The error was spotted in real-time and resolved before it could escalate into a PR nightmare. Implementing real-time CX analysis isn't just about problem-solving on-the-fly. It's about enhancing each touchpoint a customer has with your brand. 🚀 How do you leverage real-time CX analysis? 💬 Germain UX - Boost UX in real-time, 24x7 #Automation #Performance #CustomerExperience #UX Source: Images by Clootrack P.S. If you're serious about transforming your GX game in real-time, check out Smart Insights. 👉 https://lnkd.in/e9vvwZRH It's an incredible tool that’s redefining how we understand and respond to our customers.

𝙇𝙞𝙨𝙩𝙚𝙣𝙞𝙣𝙜 𝙖𝙣𝙙 𝙁𝙚𝙚𝙙𝙗𝙖𝙘𝙠: Characteristics of Effective Communication for Incident Responders In cybersecurity, clear and effective communication is critical for success. Building on Don's and my one-day workshop at the FIRST conference earlier this year, let's delve into another crucial facet of communication: listening and feedback. A good incident responder must master the art of active listening and responsive feedback.   𝗟𝗶𝘀𝘁𝗲𝗻𝗶𝗻𝗴 ▶ Paying Attention: Observe the Audience Communication is more than voice. Paying attention to your audience's verbal and non-verbal cues gains you valuable insights into their state of mind and their comprehension level. Are they looking confused or nodding in agreement? Observing these signs helps you adjust your message real-time, enabling more effective communication. ▶ Reflecting: Ask Attendees to Paraphrase One effective way to confirm that your message is clearly understood is by asking attendees to paraphrase or summarise what has been said. This serves a dual purpose: it shows that you are engaging in active listening, and it allows you to correct any misunderstandings on the spot. ▶ Responding: Provide Thoughtful Follow-up The ability to provide thoughtful and relevant responses or follow-up questions is a marker of good listening skills. This not only clarifies points of confusion but also encourages a more interactive and engaged form of communication. Anticipate possible questions in advance and think through answers.   𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 ▶ Inviting Feedback: Solicit Audience Input Two-way communication is enriched through feedback. Make it a point to ask for the audience's thoughts, questions, or concerns. This sets the stage for an open dialogue and provides an opportunity to address any misunderstandings or gaps immediately. ▶ Responding to Feedback: Acknowledge and Address Feedback, whether positive or negative, should be acknowledged and addressed. Acknowledging feedback shows you are engaged and open to dialogue. Addressing it appropriately demonstrates that you value the other person’s input and are willing to take corrective actions, if needed. ▶ Adjusting Based on Feedback: Implement Changes Use feedback as a mechanism for improvement. Whether you need to provide additional clarifications or modify your communication style, feedback gives you the cues you need to become more effective.   𝗦𝘂𝗺𝗺𝗮𝗿𝘆 Listening and feedback are pillars of effective communication in any field, but they take on added urgency in cybersecurity. In an environment where misunderstandings can have significant consequences. By mastering active listening and creating a constructive feedback loop, you not only make your message more robust but also facilitate a more dynamic, interactive, and ultimately successful incident response process.   In the high-stakes world of cybersecurity, these skills could be the difference between successful mitigation and a failed response. #incidentresponse

Square (Block) just eliminated performance improvement plans. This is genius & here’s why: By eliminating their policy of performance improvement plans, they will also eliminate the bad practice of letting poor performance and behavior fester. Instead, managers will be required to help their reports improve in real time. This move creates stronger culture, better employees, and more company growth. It ensures the right people are in the right roles faster, and enables managers to make decisions sooner on who fits without having to waste time trying to squeeze someone into a role that isn’t best for them. Jack Dorsey’s official statement said: "We're going to end Performance Improvement Plans (PIPs) in the US. We haven't seen these plans actually work consistently, as they often feel too late and don't push the manager to give feedback in a timely manner. It's a lazy and often surprising approach that we can avoid with direct and consistent feedback.” This will only work if they also do these 3 things: 1. Train all employees on proper direct communication. Being clear, specific, and timely is essential to promoting the best behavior and giving effective feedback. All employees, whether they are instinctively direct or not, benefit from training on this subject. 2. Document any feedback that is given verbally. Send an email or Slack recap right after the feedback is shared so there is a record and you can confirm the person understands the feedback. 3. Create a culture of employees giving their managers and peers feedback as well. Improvement, encouragement, and support can and should come from everywhere. Making all members of the team comfortable giving feedback will also make them more comfortable receiving that feedback. Feedback in the moment is always more powerful and impactful than waiting until long afterwards to address. Performance Improvement Plans are predicated on the opposite of this idea. Work faster and help your people improve faster by giving feedback immediately. “It’s important to have a feedback loop, where you’re constantly thinking about what you’ve done and how you could be doing better” – Elon Musk If this resonates, please share ♻️ this post and follow Matt Schnuck for insights on inflections in life, entrepreneurship and 25 years in business.