In 2009, in a small grocery store in Finland, the first HappyOrNot® Smiley Terminal was installed. What was learned back over a decade ago still rings true today:
If you make feedback easy, people will tell you without receiving a prize for doing so.
Improving customer experiences is about listening and making quick and positive changes to individual pain points. With a push of a button, customers can share their sentiment on any number of touchpoints. HappyOrNot® Smiley Touches and Smiley Terminals provide a bridge that allows customers to communicate in real-time how they feel while they are still “in the experience”. As customer expectations continue to rise, it puts more pressure on organizations to become better listeners. Improving customer experiences becomes a daily mission whether that experience is digital, physical, or both.
Smiley Touch Video
As the Covid-19 pandemic continues, many customers are looking for touchless ways to provide feedback. SmileyAnswers and HappyOrNot® continue to work on adapting to these changing needs. In a new video, you can see three ways for customers to provide feedback on the Smiley Touch:
- Touch: Pushing one of the 4 famous HappyOrNot® buttons and providing additional feedback
- Touch Free: Using hand gestures to provide customer feedback
- Mobile: Using QR Codes to provide instant feedback
Keep it Simple and Easy for Customers to Share their Feedback
We live in a time of information overload, constant advertisements, an ongoing pandemic, and fast changing technology, knowledge, and cultures. That is a lot for a single brain to process. By making feedback simple for customers, you are allowing a person to share their opinion while at the same time, allowing them to conserve energy. There is a reason why HappyOrNot® Smiley Touches and Smiley Terminals are in over 120 countries and have had 1.5 billion buttons pushed, it is because it is a simple and engaging way to have customers communicate with the organizations that they do business with. As you look to improve experiences for others, consider ways to make it simpler and easier.
What is your Phygital Feedback Strategy?
Providing an excellent phygital experience means understanding how the online and offline experiences work together and then providing an exceptional overall experience. Because this aspect continues to grow in importance, HappyOrNot® is in a unique position to measure both online and offline experiences. With a digital and physical strategy, the HappyOrNot® Smileys provided by SmileyAnswers can help you capture both to improve the overall experience that customers expect. What are you most important touchpoints both online and off? It is important to have a way to listen in real-time at each so you can quickly address the pain points customers feel. Customers will expect smooth service across all touchpoints, make sure your business is on top of these changing expectations and perceptions.
Wrapping it up
We live in a time where customers are constantly distracted and being inundated for their attention. As such, the human brain is constantly looking for ways to conserve energy and seek out what is useful. With so much data, the cost of capturing customer attention continues to rise. It is also more difficult to get customers attention for providing feedback. Keep feedback simple to help customer conserve energy and to help your organization have better communications with those you serve.
Be on top of the phygital experience – making it smooth and exceptional for both online and offline experiences. To manage changing customer expectations and perceptions, have a system to capture real-time feedback to make your phygital experience is the best it can be. Customers expect smooth transitions over touchpoints.
Need help listening to your customers? Improve the customer experience with a push of a button by letting SmileyAnswers provide the HappyOrNot® Solution at your organization. Simple, effective, real-time feedback is key in a world where customer experience continues to separate leading brands.
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.
