You want to make your company more sustainable. How can client feedback help you get there?

Client feedback is not just valuable for improving products or services; it's also a powerful tool for fostering sustainability. By actively listening to client suggestions and concerns, businesses can identify areas for reducing waste, improving energy efficiency, or enhancing eco-friendly practices. Incorporating client feedback into sustainability initiatives not only demonstrates a commitment to meeting customer needs but also ensures that business operations align with environmental and social responsibility goals. #ClientFeedback #Sustainability #BusinessImprovement

Obtaining constructive and specific feedback on my business's sustainability efforts can be challenging. To overcome this, I employ creative methods to increase customer engagement. These include engaging with them directly across social media platforms and incentivizing feedback with discount codes after completing surveys. Additionally, I would raise awareness about sustainable practices they can incorporate at home after purchasing my product. For instance, I could create a dedicated online space where customers can share their own sustainability tips and learn from others, fostering a sense of community around eco-conscious living. By increasing awareness in the community of buyers, better feedback can be increased and collected.

Cada vez más, las personas buscan formas de contribuir a un mundo más sostenible. Esto se refleja en su interés por consumir productos y servicios respetuosos con el medio ambiente. Muchas veces, los clientes son quienes lideran la identificación y la solicitud de mayores oportunidades para abordar los problemas ambientales. Estas preocupaciones pueden ser desde la producción, uso de materiales no sostenibles, emisiones contaminantes y condiciones laborales deficientes. Es crucial atender los comentarios y necesidades expresadas, ya que esto motiva a las empresas a adoptar prácticas más sostenibles. Esta colaboración entre ambos no solo cumplirá con las expectativas de los clientes, sino que también beneficiará a las futuras generaciones.

Client feedback is invaluable for enhancing sustainability efforts. By actively listening to clients' opinions, concerns, and suggestions, a company can identify areas for improvement in sustainability practices. This feedback can inform decisions regarding product design, packaging, energy usage, waste reduction, and overall environmental impact. Additionally, incorporating client feedback fosters transparency and trust, demonstrating a commitment to addressing sustainability issues in alignment with customer values.

Client feedback serves as valuable insight into sustainability priorities and expectations. Analyzing feedback helps identify areas where sustainability improvements are needed, guiding strategic planning and resource allocation. Understanding client perspectives enables tailored solutions that align with sustainability goals and enhance customer satisfaction. By actively incorporating client feedback into sustainability initiatives, companies can foster trust, loyalty, and positive brand perception while driving meaningful environmental and social impact.

🔆 In addition to asking the right questions, it's essential to consider the timing and frequency of feedback collection. Depending on the nature of your business and the feedback goals, you may opt for periodic surveys, continuous feedback mechanisms, or event-triggered inquiries. Furthermore, incorporating open-ended questions alongside closed-ended ones allows clients to express their thoughts freely and provide detailed insights. Additionally, involving clients in the feedback design process, such as through pilot testing or focus groups, can ensure that the questions are relevant and resonate with their experiences and expectations.

Too many companies limit their client engagement to satisfaction / NPS — but that’s far too late in the game to ensure meaningful choices. Engage key customers in the prioritization and design process and you’ll not only make smarter choices (working on the right things, in the right way) but also be much more likely to have these actions recognized & rewarded. Ask what they care about, what social and planet issues matter to their business, what areas they’re finding easy vs challenging - then work on what matters to both them and you.

You need to start with being honest with yourself. You must answer what you want to achieve, what is your goal(s), and how you get there. Once you decide it, you can foresee how your clients might get affected during this process. It is of utmost importance, because your clients buy your products/services for a reason. You don't want to lose that. It is your starting point to get in contact with your clients about your sustainability journey. Ask them what they think of the changes you plan to make. Try to understand if the impact on them would change their approach to your company. Make them comfortable through constant communication so that they share with you their opinions with regard to aspects even beyond your initial intentions.

There is no ideal format, type or form of the right questions. However I believe that the right question is the question that can serve its purpose. Means that the question that helps you get the most accurate and relevant answer which may differ from a situation or context to another..

Este punto me parece muy relevante es tan importante hacer buenas preguntas como pulsar bien el momento y frecuencia adecuadas para hacerlas. Es interesante indagar sobre qué motiva a elegir productos o servicios más sostenibles, qué aspectos son los que más valoran de la compañía a la hora de elegir los productos o servicios, cómo creen que la empresa podría mejorar en materia social y/o ambiental. Pediría referencias de ejemplos o buenas prácticas que conozcan para valorar su aplicación. Indagaría sobre su interés por conocer o no detalles sobre cómo es la cadena de suministro de los productos y el impacto en términos de sostenibilidad, qué tipo de información quisiera tener o conocer cuales son los aspectos más críticos para ellos.

✒️ Beyond analyzing feedback data, prioritize action items by assessing their impact and feasibility. Collaborate with stakeholders like internal teams or external partners for innovative solutions. Establish clear timelines, responsibilities, and performance indicators for accountability. Inform clients of actions taken in response to their feedback to demonstrate transparency and commitment. This holistic approach fosters trust and reinforces the value of client input.

Customer feedback is critical to a sustainable strategy and developing the business case on sustainability. From my own concrete experience customer feedback, demands and requests are vital drivers to create a strong sustainability portfolio of products and services. It also compels a company to constantly Innovate in developing, pitching and positioning innovative sustainability solutions that will support customers to reduce their emissions and collaboratively help them achieve their sustainability goals.

Ouvir os feedbacks dos seus clientes para melhorar seu desempenho em sustentabilidade é importante, e estar atento às tendências e boas práticas de mercado é essencial. Considerar estratégias ambientais e sociais em suas linhas de serviço ou desenvolvimento de produto é necessário para ser competitivo. Conecte-se e converse com profissionais da sua área para trocar experiências e conhecer outras soluções para os desafios que você enfrenta.

Incorporating client feedback into your sustainability reporting can also significantly enhance transparency and accountability. By openly sharing how client insights have shaped your sustainability initiatives and practices, you foster a deeper sense of trust and partnership. This approach not only demonstrates your commitment to responding to client concerns but also invites ongoing dialogue, creating a collaborative ecosystem where clients feel valued and engaged in your sustainability journey. This can lead to increased loyalty and advocacy, as clients see their input leading to tangible, positive changes within your company.

Incorporating client feedback into your business practices is essential for sustainability. By actively listening to your clients, analyzing their feedback, and taking appropriate action, you demonstrate that you value their input and are committed to meeting their needs. This process not only helps to improve customer satisfaction and loyalty but also allows you to identify areas for innovation and growth. Continuous refinement based on client feedback ensures that your company remains relevant, competitive, and sustainable in the long run.

💡 Continuously improving your feedback process ensures ongoing effectiveness. Regularly review feedback mechanisms to identify areas for enhancement and adapt them accordingly. Consider implementing automated feedback collection methods or utilizing sentiment analysis tools to streamline the process. Additionally, solicit feedback from diverse client segments to gain a comprehensive understanding of their perspectives. By maintaining a dynamic feedback loop, you can proactively address evolving client needs and strengthen relationships.

Monitoring and evaluating client feedback are critical steps in ensuring business sustainability. By regularly tracking and analyzing feedback, businesses can identify patterns, trends, and areas for improvement. This process allows for informed decision-making and targeted actions to address client needs and enhance satisfaction. Additionally, monitoring feedback helps businesses to stay responsive and agile in a rapidly changing market environment, ensuring they remain competitive and relevant over time.

Monitoring and evaluating client feedback is crucial for ensuring the sustainability of your company. By actively listening to your clients, you can identify areas for improvement, innovate products or services, and ultimately enhance customer satisfaction, leading to long-term success. Streamline the feedback process to make it more effective.

Usually, the most challenging part is giving continuity when supervising and looking for the appropriate indices that allow monitoring of the actions or new conditions that are being applied. To have good monitoring, you must look for tools that adapt to the industry and the line of business.

Understanding how your clients are changing over time, based on the metrics you decide are the most important, is incredibly helpful. While you might have industry data, there are often holes in the data for your specific niche. I spent the last almost four years working for an art consulting company, the trends that interior focus groups would come out with only sometimes aligned with the trends we were seeing. Sustainability has grown so much in the last couple of years - figure out what type of feedback you will want in 2, 5, and 10 years from your clients (reputation, satisfaction, suggestions, etc.)

Engaging with and appreciating your clients is vital for sustainable business growth. By actively seeking and valuing their feedback, you demonstrate a commitment to meeting their needs and improving their experience. Engaging with clients through personalized interactions, responding promptly to inquiries and concerns, and expressing gratitude for their support fosters trust and loyalty. This positive relationship encourages repeat business and referrals, contributing to the long-term sustainability of your company.

Engagement is king! Crucial to projects success, engagement needs a culture of integrity, ethics, and mutual respect... Educate, train people to engage, contribute without fear of disregard,disrespect or intimidation. We have to think of a system that can promote collaboration and prohibit toxic behaviours which can demotivate people of engaging..

Corporate sustainability depends on everyone's involvement and collaboration. Customer feedback to guide and improve environmental and social initiatives is important to encourage the company to improve. Listening to customers and making them part of the company's sustainability strategy makes it possible to identify areas for improvement and implement significant changes, strengthening the company's reputation and building a more sustainable future.

Celebrating client contributions to your sustainability dialogue can further cement their investment in your journey. Spotlight exceptional client feedback or stories in your communications, be it through newsletters, social media, or annual reports. This not only acknowledges their valuable input but also inspires others to contribute their perspectives. Moreover, organising client workshops or advisory panels on sustainability can deepen engagement, offering clients a hands-on role in shaping your sustainability agenda. Such inclusive practices also cultivate a collaborative community with shared values and goals.

It is necessary to involve customers since their comments are necessary to have a 360 view of sustainability issues. Involving them in the process, apart from generating trust, demonstrates how important and valuable they are for the business as well as sets the tone for starting and strengthening conversations on sustainability issues.

Comparto ejemplos de empresas que han sabido capitalizar el feedback para incorporar prácticas sostenibles y pueden sugerir ideas. Numi Organic Tea a través de eventos de degustación, encuestas y sesiones online ha indagado sobre preferencias de empaque sostenible, fuentes de té éticas y productos sostenibles. Unilever a través de encuestas online, grupos focales y entrevista en profundidad ha obtenido feedback sobre sus preferencias, cómo podrían comunicar mejor sus iniciativas sostenibles y valoración de sus productos. Ikea a través de grupos focales y entrevistas con clientes en tienda ha preguntado sobre sus hábitos de compra, la percepción/valoración de los productos y servicios y cómo podía mejorar Ikea su impacto socioambiental.

Client feedbacks are the most direct way to understand the client's goals and align with their values. Depending on your company's industry and size, client feedbacks maybe the first time you were asked about sustainability business requirement. In this case, the client often will be a strong advocate for you to push for sustainable business practices, or will be a resource for guidance.

Cuando estás inmerso en el análisis de doble materialidad, (como ejemplo), las preguntas a tus clientes te ayudan a medir (utilizando un reduccionismo) tus esfuerzos contra el cambio climático. Utilizar preguntas genéricas no ayudará, porque seguramente la respuesta será genérica y no será evaluable. Las reuniones previas (internas) que permitan delimitar las preguntas correctas, seguramente llevará mucho más tiempo que la ejecución de las mismas. Preguntar por los esfuerzos realizados será una pérdida de tiempo, pero, por ejemplo, preguntar si ha recibido mensajes, (de algún tipo), relacionados con dichos esfuerzos, seguro que ayuda más a confeccionar un cuadro real de nuestras actuaciones.

Clients are increasingly asking for ESG scores as part of the procurement processes. ESG performance and evaluation has become important factor in clients decision to select contractors or suppliers.

Take the UN 17 sustainability goals as a guideline. A lot of thought was put into these and many corporates use this in their supplier assessment. This will help business on onboarding as suppliers. It is also a great guideline to sustainability which is what I see as becoming more and more important as a business to survive and thrive. The other thing to mention is think small not only big. A lot of smaller businesses think there is not a lot they can do but you would be surprised. For female owned businesses, have a look at #goforthegreens. This US charity has sustainability as one of their pillars and they generate great resources for their conference attendees around this subject.