This is the third blog post of a three-part series. The first post discussed how to design positive words into any experience. The second post discussed touchpoints and how to match these touchpoints with positive words. This post will go into the measurement of experiences to make sure your organization is on track in bringing consistent positive experiences. By using real-time feedback, your organization will be on top of changing human expectations and perceptions. The key to being successful is being proactive on all three fronts:
- Being proactive in the words and culture that you want to design.
- Being proactive in knowing which are the most important touchpoints to the experiences you bring.
- Being proactive in measuring to make sure you are on track for success with great experiences.
Physical and Digital Real-Time Feedback
With the HappyOrNot® Reporting Solution provided by SmileyAnswers, organizations can capture real-time feedback from both physical and digital touchpoints. Having this unique ability can help your organization manage various channels at the same time. In today’s world, people expect smooth service from all channels. Knowing how people feel about their experience in real-time is important if you want to raise the bar for positive experiences. Below you will find methods to collect feedback from SmileyAnswers along with a description of the method.
The Smiley Terminal – Quick Feedback
The Smiley Terminal is a four-button kiosk that has two green buttons for positive/approach feelings and two red buttons for negative/avoid feelings. It has one question for the person to answer. The key to this strategy is to make it easy for a person to provide you their feedback and then quickly move on. We as individuals are inundated with advertisements, surveys, and an overload of information. We want to give feedback but expending energy to do so makes us mostly avoid doing so. By having feedback easy to give along with having that feedback while a person is still IN the experience, it increases the amount of feedbacks you will receive.
Below you will find examples of a positive word, a touchpoint, and what to measure. This will give you ideas on how to put the three together to provide more positive experiences at your organization.
Compassion
Patient interaction/Emergency Room – Does a person feel they are being treated with compassionate care?
Efficient
Check out at a store – Does the customer feel the process was efficient?
Welcoming
First impression walking into a business – Does the customer feel welcomed when they entered the business?
Safe
Work Environment – Do employees feel Safe when they are in their work environment?
Clean
Restrooms – Do customers feel that the restrooms are clean?
Fresh
lunch/dinner plate – Does the customer feel that the food is fresh?
The Smiley Touch – Feedback with a little more insight
The Smiley Touch allows a person to push one of the green or red buttons. Then, another screen pops up allowing a person to indicate why they pushed the green or red button. Lastly, there is a third screen that allows for individual anonymous feedback. Having a way to capture more feedback in real-time is exciting in that you will capture more the Where, the When, and the Why. Here are some more examples of where a Smiley Touch type feedback can be helpful:
Certainty
The goals of the customer – Are they finding what they are looking for? This extra feedback allows a business to capture greater detail on what can they do to increase customer satisfaction.
Fun
Customer Journey – In this example, you want to know if the customer had “fun”. Then, you can obtain the why, the where, and the when with this feedback method.
Learn
Speakers value at a convention – Capturing details on which speakers provided the best learning for the guests
Respect
Experience and/or waiting time – Capturing parts of the experience where a person may feel they were disrespected and why they felt that way.
Smiley Digital – Capturing the online experience
Commerce continues to move online. This process has been boosted by the Covid-19 pandemic. As more of the experiences go to a digital format, having a way to capture digital feedback will continue to become more important. There are also more touchpoints to add as technology increases as well as the number of ways customers and employees see a brand online. Below you will find a few of the same concepts as above but in the digital space:
Fast
Website Speed – Can customers and employees navigate the website quickly?
Useful
Website – Is the information on the site useful?
Easy
Checkout – How simple was it for customers to buy products from your site?
Informative
Blog/Social Media – Do people find information you share informative?
Caring
Patient Telehealth – Does the patient feel cared for through digital means?
Wrapping it up
By being proactive in designing positive words and phrases at important touchpoints, organizations can take more control of the experiences they bring and the resulting brand perception. With proper training and focused human energy on the positive objectives, organizations can have quick wins with the people they serve and spend a lot less energy chasing service recovery.
The first blog post discussed words and how important it is to be proactive in designing the kind of experience you want people to remember. Design is about being proactive and planning a great experience for others. Next, we discussed the touchpoints along an experience. Since there are so many inputs, finding the most important inputs are critical to being more successful with this part. Lastly, people constantly approach or avoid your organization. Finding out when, where, and why in real-time will allow you to make the quick changes necessary to bring service to that next level.
We recommend that you print first two blog posts and bring them to your meetings in service design. Whatever sector you may be in, this three-part series is about the human experience so it relates to all sectors. If you have any questions on this three-part series, reach out to us at SmileyAnswers. We are here to help you provide excellent human experiences.
About SmileyAnswers
SmileyAnswers is the leading reseller of the HappyOrNot® Reporting System within the United States, Canada, and the U.K. HappyOrNot® has over 1.5 billion feedbacks to date and is a leader in capturing the real-time insight of customers, patients, and employees. With the recent addition of the Smiley Link and Smiley Digital, SmileyAnswers is in the unique position to capture a whole journey Live by using the Smiley’s for both digital and physical touchpoints. Organizations can “listen” to how people feel at all the important touchpoints. After capturing real-time feedback at these touchpoints, organizations can then “learn” what and where the hidden pain points are to make immediate positive changes. Finally, successes can be shared with Live Sharing, Social Sharing, digital boards, social media, email, power points, and more. This process can be repeated daily throughout the year to constantly improve human experiences.
