Dale Weideman, Director of Customer Solutions – B2B at Medallia, shared his thoughts on the value of stand-up meetings to improve customer service strategies during his presentation at the 2013 Customer Care Leadership Forum in Atlanta on Nov. 20. In his presentation, “The Surprising Power of Stand-up Meetings to Drive Customer Experience Success,” Weideman acknowledged that stand-up meetings are becoming increasingly important for organizations, particularly those that want to bolster their customer service strategies quickly.
With stand-up meetings, Weideman said, an organization is able to take a thoughtful approach to drive customer experience success. Weideman recognized that many stand-up meetings focus only on positive customer experiences. However, Weideman stated that a successful organization should evaluate both positive and negative feedback during these sessions. Weideman said that with an action plan, an organization can evaluate and improve its customer service plans: “Now, your stand-up meetings aren’t always necessarily standing up. The senior managers go into a room and this is where they talk about the bad news. For all the negative comments and all the alerts, what are we going to do about that? They develop an action plan and go do it.”
In addition, Weideman noted that successful organizations are willing to share customer experience data with staff members. Driving customer experience success through an organization’s culture is also important, Weideman said, and gives employees additional motivation to provide quality support to clients: “Instill a spirit and show that you’re committed to your values and goals as an organization and by doing that, you reinforce those customer-centric goals, values and priorities.”