{"id":1357,"date":"2019-07-22T14:22:09","date_gmt":"2019-07-22T14:22:09","guid":{"rendered":"https:\/\/2021dev.smileyanswers.com\/?p=1357"},"modified":"2019-07-22T14:38:01","modified_gmt":"2019-07-22T14:38:01","slug":"capturing-feedback-for-the-online-experience-with-a-web-smiley","status":"publish","type":"post","link":"https:\/\/smileyanswers.com\/staging\/4537\/capturing-feedback-for-the-online-experience-with-a-web-smiley\/","title":{"rendered":"Capturing Feedback for the Online Experience with a Web Smiley"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1456px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.84%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:66.666666666667%;--awb-spacing-right-medium:3.84%;--awb-spacing-left-medium:2.88%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p>As commerce continues its rapid shift towards the internet, the importance of capturing the customer sentiment of this online experience will continue to grow.\u00a0 Each organization with a website will have to show how they are useful to both prospective customers and to current customers.\u00a0 With the needs and expectations of customers constantly changing, being on top of these perception changes will be vital to being competitive in the marketplace.\u00a0 Having <a style=\"color: #3f3b49; text-decoration: underline;\" href=\"https:\/\/smileyanswers.com\/staging\/4537\/insight\/\">access to real-time customer feedback<\/a> will allow an organization to make quick changes and adapt to the needs of their customers.<\/p>\n<h4><span style=\"color: #16ad31;\">The Web Smiley<\/span><\/h4>\n<p>A <a style=\"color: #3f3b49; text-decoration: underline;\" href=\"https:\/\/smileyanswers.com\/staging\/4537\/websmileys\/\">HappyOrNot\u00ae Web Smiley provided by SmileyAnswers<\/a> is a quick and easy way for customers to give real time feedback on an organization&#8217;s website.\u00a0 The Web Smiley has four faces:\u00a0 two green for positive feedback and two red for negative feedback.\u00a0 There is a panel that goes on the web page with these four faces and each organization can design the question to address the touchpoint they feel is most important.\u00a0 After the customer gives feedback within the first panel by clicking on one of the four faces, the customer is then introduced to the second panel.\u00a0 In the second panel, the customer can type additional feedback related to the question that was just asked.<\/p>\n<h4><span style=\"color: #16ad31;\">Customer Touchpoints<\/span><\/h4>\n<p>Each customer has different needs and expectations for each organization and their website. \u00a0As such, each organization can focus on the customer touchpoints that matter most to their customers.\u00a0 Below are just a few areas that can be rated with a Web Smiley:<\/p>\n<ul>\n<li>Long waits<\/li>\n<li>Bad surprises for the customer (example &#8211; extra charges)<\/li>\n<li>Negative interactions with employees<\/li>\n<li>Hard to navigate channels<\/li>\n<li>Inconsistency with service along an experience<\/li>\n<li>Employee not listening to understand a customer need<\/li>\n<li>Wrong information given to the customer<\/li>\n<li>Complicated fees or instructions<\/li>\n<li>Staff not knowledgeable<\/li>\n<li>Customer feeling ignored<\/li>\n<li>Not enough staff or resources for the customer<\/li>\n<li>No response to customer inquiries<\/li>\n<li>Customer doesn\u2019t see value<\/li>\n<li>Customer repeating themselves to different employees<\/li>\n<li>What is your customer\u2019s expectation at each touchpoint?<\/li>\n<\/ul>\n<h4><span style=\"color: #16ad31;\">Employee Experiences<\/span><\/h4>\n<p>It should be noted that a Web Smiley also works well for internal sites addressing the needs of an organization&#8217;s employees.\u00a0 Having the pulse of employees needs and expectations is vital to the service that is given by the employees to the customer.\u00a0 By addressing both the customer and the employee perceptions in real-time and showing that all feedback is valued, an organization can take their service to new levels<\/p>\n<h4><span style=\"color: #16ad31;\">Real-time Feedback and Pain Points<\/span><\/h4>\n<p>With real-time feedback, an organization can measure, follow, and improve the customer experience of their website.\u00a0 By measuring with the Web Smiley, each organization can obtain feedback while a customer is experiencing their site.\u00a0 By following the data that comes in, organizations can make quick changes at previously hidden pain points to enhance their website and overall experience.\u00a0 Lastly, by sharing successes internally and externally, organizations will continue to improve and enhance their position in the marketplace with this positive cultural shift.<\/p>\n<h4><span style=\"color: #16ad31;\">Quick and easy to get started<\/span><\/h4>\n<p>Getting started with a Web Smiley is quick and easy.\u00a0 The Web Smiley can be placed on a website with a simple script.\u00a0 Because of the simple script, there is no IT support needed.\u00a0 Organizations can start collecting customer feedback in a short amount of time and be on their way to having key insightful data at their fingertips to improve customer\u2019s experiences and the bottom line.<\/p>\n<h4><span style=\"color: #16ad31;\">Wrapping it up<\/span><\/h4>\n<p>In a business environment where customer needs and expectations are constantly changing, being on top of these changes are vital to be successful.\u00a0 If a business does not get on top of their customers\u2019 needs by collecting feedback, another business will.\u00a0 One way to have a constant pulse of a customer&#8217;s expectation is to have a Web Smiley collecting real-time feedback all year round.\u00a0 By having this constant interaction with a customer, organizations will be on top of changes that occur with what their customers need and expect.\u00a0 Hidden pain points will be easier to discover and by making constant changes that a customer demands, the trust and loyalty between the customer and the organization will continue to get stronger.\u00a0 <a style=\"color: #3f3b49; text-decoration: underline;\" href=\"https:\/\/smileyanswers.com\/staging\/4537\/contact-us\/\">Contact SmileyAnswers today<\/a> to see how a Web Smiley can capture the online experience in real-time.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:33.333333333333%;--awb-margin-top-large:0px;--awb-spacing-right-large:5.76%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:3.8399999999999%;--awb-width-medium:33.333333333333%;--awb-spacing-right-medium:5.76%;--awb-spacing-left-medium:3.8399999999999%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element\" style=\"text-align:center;--awb-max-width:700px;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none\"><img decoding=\"async\" width=\"1500\" height=\"925\" alt=\"Capturing the Student Voice in Higher Education with Real Time Feedback\" title=\"HappyOrNot_Laptop_Webshop\" src=\"https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/03\/HappyOrNot_Laptop_Webshop.png\" class=\"img-responsive wp-image-420\" srcset=\"https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/03\/HappyOrNot_Laptop_Webshop-200x123.png 200w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/03\/HappyOrNot_Laptop_Webshop-400x247.png 400w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/03\/HappyOrNot_Laptop_Webshop-600x370.png 600w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/03\/HappyOrNot_Laptop_Webshop-800x493.png 800w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/03\/HappyOrNot_Laptop_Webshop-1200x740.png 1200w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/03\/HappyOrNot_Laptop_Webshop.png 1500w\" sizes=\"(max-width: 640px) 100vw, 600px\" \/><\/span><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":420,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","footnotes":""},"categories":[16,11,14],"tags":[779,780,778],"class_list":["post-1357","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-satisfaction","category-sectors","category-smiley-digital","tag-capture-customer-sentiment-online","tag-customer-touchpoints","tag-web-smileys"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6.1 (Yoast SEO v28.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Capture customer sentiment feedback online - Web Smileys<\/title>\n<meta name=\"description\" content=\"Having access to real-time customer feedback will allow an organization to make quick changes and adapt to the needs 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