Challenges abound for many organizations to keep up and adjust to the fast pace change that is occurring daily among many fronts. Some of these include changes in technology, culture, attention, and customer and employee expectations.
The importance of an organization to have a pulse on both their customers and employees will continue to become a necessity to compete. Also, as more resources are poured into supporting and enhancing the customer experience, standing out among the crowd will continue to become more difficult. Having the right strategy and culture in this environment can make or break an organizations success and survival. Within this fast changing environment, how does your organization adapt to change and make life better for both your customers and employees?
Below you will find 5 ideas to help your organization address the challenges listed above and provide a better experience for both your customers and employees:
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Measure Experiences Constantly and Engage
Perceptions and expectations in this environment will continue to change quickly. What worked yesterday may not work today. Top service organizations will be fast to adjust. By measuring your customer and employee perceptions and expectations consistently, changes in perception will not catch your organization off guard. By engaging with your customers and employees and showing that their opinion matters, your organization will build an emotional bond that will help you separate yourself from other organizations that do not.
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Measure Experiences in Real Time
Sending out a survey once a year to your employees or a customer survey that gets feedback weeks from an experience will not make an organization as competitive to one that gets real time feedback. By capturing perceptions in real time, an organization will discover pain points quicker which lead to better experiences for both customers and employees. Negative emotions will be tackled quicker and will not linger. By obtaining real time feedback and making quick changes, an organization will be able to build a trust and confidence to all stakeholders that pain points will be addressed to provide a better experience.
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Drive Human Experiences
In a world full of constant change and uncertainty, customers and employees want more certainty. What used to be a smile and a handshake at local store has turned into self-service and an online digital experience. This constant change makes trust and a human connection all that more imperative. Technology and culture may change quickly, but the need for human connection will continue to be there. Organizations that understand this need will be able to separate themselves from those who miss this customer and employee perception to uncertainty.
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Make it easy for both Customers and Employees
From a customer standpoint, are you touchpoints consistent so the customer can change channels without much friction? As the customer goes through their journey, make it easy for them to give feedback so you get a solid data set that is accurate, and which will allow you to make positive changes quickly. By capturing the perception while the customer is in the experience, you will not have to take them off task at a later time. For employees, making life simpler will reduce the stress that is already inherent in business today. Burnout continues to be a hot topic. By reducing energy use by your employees by simplifying tasks and collecting their perception, you are allowing more energy to be used in other areas.
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Build a culture that can change and adapt quickly
The best systems in both nature and business are ones that adapt and prosper on change. A look back over the last couple decades will give you plenty of stories of businesses that were too slow to change or that grew much more slowly than their potential because they did not adapt to the changing environment. Technology and knowledge allow organizations the capability to design better cultures and experiences for both customers and employees. Does your organization thrive on change or does it dread making change? A culture that is on top of customer and employee expectations will be able to offer the quality experience that makes it desirable to be a part of and one that will be shared with others.
Wrapping it up
The world is in constant flux. Rapid changes and challenges will continue to be thrown at organizations, customers, and employees. How organizations react and adapt to this change to bring a value proposition to both customers and employees will determine their success going forward. SmileyAnswers can help you adapt to this changing environment by measuring and improving experiences with the HappyOrNot® Reporting System for both your customers and employees.
By obtaining Real Time feedback while a person is IN the experience, your organization will be on the forefront of change. Making quick improvements to pain points and evolving perceptions will provide an above market experience. With a focus on the human experience and making it easy for customers and employees, your organization will be able to share the feedback and successes to provide more certainty for all stakeholders.
The real time feedback and visibility of HappyOrNot® Smiley Touches and Terminals will keep the culture shift in focus for employees and customers. Adapting to change will be a lot easier and exciting with this instant feedback.
Contact SmileyAnswers today to set up a demo to see how we can help you implement these five ideas at your organization.
