{"id":2550,"date":"2020-08-07T08:15:23","date_gmt":"2020-08-07T08:15:23","guid":{"rendered":"https:\/\/2021dev.smileyanswers.com\/?p=2550"},"modified":"2020-08-07T08:15:23","modified_gmt":"2020-08-07T08:15:23","slug":"how-do-your-customers-and-employees-feel-today","status":"publish","type":"post","link":"https:\/\/smileyanswers.com\/staging\/4537\/how-do-your-customers-and-employees-feel-today\/","title":{"rendered":"How do your customers and employees feel TODAY?"},"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:2.88%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:66.666666666667%;--awb-spacing-right-medium:2.88%;--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 the pandemic continues throughout the world, human expectations, perceptions, and emotions are changing at a faster rate.\u00a0 What a person feels about the world and their personal situation can change quickly with the constant challenges individuals are facing.\u00a0 As an example, <a target=\"_blank\" href=\"https:\/\/medicalxpress.com\/news\/2020-07-global-sentiments-covid-shifting-anger.html\" rel=\"noopener noreferrer\">in a recent study from Nanyang Technological University<\/a>, it showed that the fear people developed at the start of the COVID-19 pandemic has since moved to anger.\u00a0 Each person has their own feelings and emotions as well as how they cope and manage their way through this crisis.\u00a0 As an organization, it can be tremendously difficult to understand how people feel without having a system that constantly obtains the voices and feelings of their customers and employees.<\/p>\n<p>The <a target=\"_blank\" href=\"https:\/\/www.apa.org\/topics\/covid-19\/psychological-impact\" rel=\"noopener noreferrer\">psychological impact<\/a> of the Covid-19 pandemic varies with each individual.\u00a0 Understanding the range of emotions and impacts are important starting points to improve the human experience of customers and employees.\u00a0 The <a target=\"_blank\" href=\"https:\/\/elemental.medium.com\/science-explains-why-uncertainty-is-so-hard-on-our-brain-6ac75938662\" rel=\"noopener noreferrer\">uncertainty of current life puts extra stress on individuals<\/a>.\u00a0 Organizations can find ways to make life more certain to improve the human experiences they provide.\u00a0 With the current pandemic, life has and continues to change for most individuals.\u00a0 Understanding these changes can go a long way to provide for less friction between the organization and the people to whom they interact with.\u00a0 Below are some trends as individuals and organizations adapt.<\/p>\n<h4 style=\"color: #16ad31;\">Customers<\/h4>\n<p>Individual behaviors in terms of consumption are changing throughout this crisis.\u00a0 Each customer is trying to adapt to their current situation.\u00a0 Below are some trends and ways customers are adapting to obtain the goods and services they need.<\/p>\n<ul class=\"post\">\n<li class=\"post\">Convenience over cost \u2013 As seen with the success of companies specializing in delivery for groceries and restaurants, customers will prioritize convenience over price<\/li>\n<li class=\"post\">Home based lifestyle &#8211; Because of the lockdown and need to be safe, customers are looking for additional and creative ways to enjoy life more at home<\/li>\n<li class=\"post\">Touchless ways &#8211; To stay healthy, customers are looking for touchless solutions as they head out into the public<\/li>\n<li class=\"post\">Digital over physical &#8211; For safety and convenient reasons, customers are moving to digital solutions to obtain the goods and services they need<\/li>\n<\/ul>\n<div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-top:8px;margin-bottom:7px;width:100%;\"><\/div>\n<h4 style=\"color: #16ad31;\">Employees<\/h4>\n<p>Employees are adapting to the current environment in a number of ways.\u00a0 Below are some examples of trends and behaviors from the employee&#8217;s\/employer&#8217;s perspective.<\/p>\n<ul class=\"post\">\n<li class=\"post\">Health and safety &#8211; Each person is looking to keep healthy and safe as they return to work. Wearing masks, social distancing, and contact tracing are new words in the employee experience.\u00a0 Adapting to these changes is taking a lot of energy from employees and employers.<\/li>\n<li class=\"post\">Importance of culture &#8211; Due to the changes at the work place, the work culture for many organizations has changed substantially. Adapting and finding positive cultures are important to employees with their current uncertainties.<\/li>\n<li class=\"post\">Becoming more human &#8211; This pandemic has shown the need to care for others by protecting them wearing masks and social distancing. Employees want experiences that reflect this and not to just improve the employee experience but their life experiences as well.<\/li>\n<li class=\"post\">Training \u2013 Due to quick and constant changes in technology, being trained is an important aspect for employees. Career advancement and self-improvement are important in this time of job insecurity<\/li>\n<li class=\"post\">Remote Working &#8211; To keep employees safe, the move to more remote employees has had a large boost. Adapting to this lifestyle has been a challenge for employees and employers.<\/li>\n<\/ul>\n<div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-top:8px;margin-bottom:7px;width:100%;\"><\/div>\n<h4 style=\"color: #16ad31;\">Daily Real-Time Insight<\/h4>\n<p>As individuals look to adapt to the Covid-19 pandemic, their changing expectations and perceptions make it difficult for organizations to match the needs of customers and employees.\u00a0 Communication in times of uncertainty impacts how organizations can provide the experiences that customers want.\u00a0 Guessing how a person feels is gambling not only the prospects of the organization, but the impact of the human experience of both customers and employees.\u00a0 By obtaining daily real-time insight, organizations will be on top of changing perceptions.\u00a0 It is the difference of being proactive versus chasing and reacting to customer changes.<\/p>\n<h4 style=\"color: #16ad31;\">Wrapping it up<\/h4>\n<p>How an organization communicates with and understands the needs of both their customers and employees is vital now and will continue to be going forward.\u00a0 The pandemic has changed behaviors and perceptions both on a temporary and permanent basis.\u00a0 Organizations need to put energy into understanding what the needs of people are in the moment because that perception can change instantly.\u00a0 Capturing the voice of individuals allows organizations to flip negative experiences to positive ones.\u00a0 Examples can include:<\/p>\n<ul class=\"post\">\n<li class=\"post\">Turning uncertainty into certainty<\/li>\n<li class=\"post\">Removing isolation and changing it into socializing and community<\/li>\n<li class=\"post\">Becoming more curious versus being more fearful<\/li>\n<li class=\"post\">Changing Anger into Enjoyment<\/li>\n<li class=\"post\">Taking a divided organization and making it united<\/li>\n<\/ul>\n<div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-top:8px;margin-bottom:7px;width:100%;\"><\/div>\n<p>The technology is available today for organizations to obtain daily real-time feedback to understand when, where, and why a person is feeling a particular negative emotion.\u00a0 By analyzing the data of these approach or avoid emotions in real-time, along with understanding patterns that are developing, quick improvements can be made at hidden pain points.<\/p>\n<p>How do your customers and employees feel TODAY?<\/p>\n<h4 style=\"color: #16ad31;\">SmileyAnswers<\/h4>\n<p>SmileyAnswers is the leading reseller of the HappyOrNot\u00ae Reporting System within the United States, Canada, and the U.K.\u00a0 HappyOrNot\u00ae has over 1.5 billion feedbacks to date and is a leader in capturing the real-time insight of customers, patients, and employees.\u00a0 With the recent addition of the <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/gotouchless\/\">Smiley Link and Smiley Digital<\/a>, SmileyAnswers is in the unique position to capture a whole journey Live by using the Smiley\u2019s for both <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/engage-with-your-customers-and-employees-utilizing-new-digital-solutions\/\">digital<\/a> and <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/smileyterminal\/\">physical<\/a> touchpoints.\u00a0 Organizations can \u201clisten\u201d to how people feel at all the important touchpoints.\u00a0 After capturing real-time feedback at these touchpoints, organizations can then \u201clearn\u201d what and <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/insight\/\">where the hidden pain points are<\/a> to make immediate positive changes.\u00a0 Finally, successes can be shared with <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/solution\/\">Live Sharing<\/a>, Social Sharing, digital boards, social media, email, power points, and more.\u00a0 This process can be repeated daily throughout the year to constantly improve human experiences.<\/p>\n<\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-default fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" target=\"_self\" href=\"mailto:sales@smileyanswers.com?subject=Customer &amp; Employees feeling TODAY? Post - August 2020\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">contact us<\/span><\/a><\/div><style>\nul {\n  list-style: none;\n \n}\n\nul li.post::before {\n  content: \"\\2022\";\n  color: #16AD31;\n  font-weight: bold;\n  display: inline-block; \n  width: 1em;\n  margin-left: -1em;\n  padding:10px 0 0 0;\n}\n<\/style><\/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:5.76%;--awb-width-medium:33.333333333333%;--awb-spacing-right-medium:5.76%;--awb-spacing-left-medium:5.76%;--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-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=\"800\" height=\"536\" alt=\"real-time actionable insight increases employee satisfaction\" title=\"How do your customers and employees feel TODAY?\" src=\"https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2020\/08\/how-are-customers-employees-feeling-today.jpg\" class=\"img-responsive wp-image-2552\" srcset=\"https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2020\/08\/how-are-customers-employees-feeling-today-200x134.jpg 200w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2020\/08\/how-are-customers-employees-feeling-today-400x268.jpg 400w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2020\/08\/how-are-customers-employees-feeling-today-600x402.jpg 600w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2020\/08\/how-are-customers-employees-feeling-today.jpg 800w\" sizes=\"(max-width: 640px) 100vw, 600px\" \/><\/span><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":2552,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","footnotes":""},"categories":[16,1,12,11],"tags":[1373,1612,1609,1644,1643,1442],"class_list":["post-2550","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-satisfaction","category-employee","category-products","category-sectors","tag-covid-19","tag-customers","tag-employees","tag-mental-health","tag-nanyang-technological-university","tag-pandemic"],"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>How do your customers and employees feel TODAY? 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