{"id":2606,"date":"2020-10-12T06:33:16","date_gmt":"2020-10-12T06:33:16","guid":{"rendered":"https:\/\/2021dev.smileyanswers.com\/?p=2606"},"modified":"2020-10-12T06:37:46","modified_gmt":"2020-10-12T06:37:46","slug":"bring-success-to-your-organization-with-real-time-feedback-part-3-of-3","status":"publish","type":"post","link":"https:\/\/smileyanswers.com\/staging\/4537\/bring-success-to-your-organization-with-real-time-feedback-part-3-of-3\/","title":{"rendered":"Bring success to your organization with real-time feedback. Final part of a series of 3."},"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>This is the third blog post of a three-part series.\u00a0 The <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/289-positive-words-to-help-you-design-a-great-experience-part-one-of-a-three-part-series\/\">first post<\/a> discussed how to design positive words into any experience.\u00a0 The <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/how-are-you-managing-the-touchpoints-to-improve-human-experiences-part-2-of-3-part-series\/\">second post<\/a> discussed touchpoints and how to match these touchpoints with positive words.\u00a0 This post will go into the measurement of experiences to make sure your organization is on track in bringing consistent positive experiences.\u00a0 By using real-time feedback, your organization will be on top of changing human expectations and perceptions.\u00a0 The key to being successful is being proactive on all three fronts:<\/p>\n<ul class=\"post\">\n<li class=\"post\">Being proactive in the words and culture that you want to design.<\/li>\n<li class=\"post\">Being proactive in knowing which are the most important touchpoints to the experiences you bring.<\/li>\n<li class=\"post\">Being proactive in measuring to make sure you are on track for success with great experiences.<\/li>\n<\/ul>\n<div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-top:15px;margin-bottom:15px;width:100%;\"><\/div>\n<h4 style=\"color: #16ad31;\">Physical and Digital Real-Time Feedback<\/h4>\n<p>With the HappyOrNot\u00ae Reporting Solution provided by SmileyAnswers, organizations can capture real-time feedback from both physical and digital touchpoints.\u00a0 Having this unique ability can help your organization manage various channels at the same time.\u00a0 In today&#8217;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.<\/p>\n<h4 style=\"color: #16ad31;\">The Smiley Terminal \u2013 Quick Feedback<\/h4>\n<p>The <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/smileyterminal\/\">Smiley Terminal<\/a> 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.<\/p>\n<p>Below you will find examples of a positive word, a touchpoint, and what to measure.\u00a0 This will give you ideas on how to put the three together to provide more positive experiences at your organization.<\/p>\n<h5><em>Compassion<\/em><\/h5>\n<p><strong>Patient interaction\/Emergency Room<\/strong> \u2013 Does a person feel they are being treated with compassionate care?<\/p>\n<h5><em>Efficient<\/em><\/h5>\n<p><strong>Check out at a store<\/strong> \u2013 Does the customer feel the process was efficient?<\/p>\n<h5><em>Welcoming<\/em><\/h5>\n<p><strong>First impression walking into a business<\/strong> \u2013 Does the customer feel welcomed when they entered the business?<\/p>\n<h5><em>Safe<\/em><\/h5>\n<p><strong>Work Environment<\/strong> \u2013 Do employees feel Safe when they are in their work environment?<\/p>\n<h5><em>Clean<\/em><\/h5>\n<p><strong>Restrooms<\/strong> \u2013 Do customers feel that the restrooms are clean?<\/p>\n<h5><em>Fresh<\/em><\/h5>\n<p><strong>lunch\/dinner plate<\/strong> \u2013 Does the customer feel that the food is fresh?<\/p>\n<h4 style=\"color: #16ad31;\">The Smiley Touch \u2013 Feedback with a little more insight<\/h4>\n<p>The <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/touch\/\">Smiley Touch<\/a> allows a person to push one of the green or red buttons.\u00a0 Then, another screen pops up allowing a person to indicate why they pushed the green or red button.\u00a0 Lastly, there is a third screen that allows for individual anonymous feedback.\u00a0 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.\u00a0 Here are some more examples of where a Smiley Touch type feedback can be helpful:<\/p>\n<h5><em>Certainty<\/em><\/h5>\n<p><strong>The goals of the customer<\/strong> &#8211; Are they finding what they are looking for?\u00a0 This extra feedback allows a business to capture greater detail on what can they do to increase customer satisfaction.<\/p>\n<h5><em>Fun<\/em><\/h5>\n<p><strong>Customer Journey<\/strong> \u2013 In this example, you want to know if the customer had \u201cfun\u201d.\u00a0 Then, you can obtain the why, the where, and the when with this feedback method.<\/p>\n<h5><em>Learn<\/em><\/h5>\n<p><strong>Speakers value at a convention<\/strong> \u2013 Capturing details on which speakers provided the best learning for the guests<\/p>\n<h5><em>Respect<\/em><\/h5>\n<p><strong>Experience and\/or waiting time<\/strong> \u2013 Capturing parts of the experience where a person may feel they were disrespected and why they felt that way.<\/p>\n<h4 style=\"color: #16ad31;\">Smiley Digital \u2013 Capturing the online experience<\/h4>\n<p>Commerce continues to move online.\u00a0 This process has been boosted by the Covid-19 pandemic.\u00a0 As more of the experiences go to a digital format, <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/gotouchless\/\">having a way to capture digital feedback<\/a> will continue to become more important.\u00a0 There are also more touchpoints to add as technology increases as well as the number of ways customers and employees see a brand online.\u00a0 Below you will find a few of the same concepts as above but in the digital space:<\/p>\n<h5><em>Fast<\/em><\/h5>\n<p><strong>Website Speed<\/strong> &#8211; Can customers and employees navigate the website quickly?<\/p>\n<h5><em>Useful<\/em><\/h5>\n<p><strong>Website<\/strong> \u2013 Is the information on the site useful?<\/p>\n<h5><em>Easy<\/em><\/h5>\n<p><strong>Checkout<\/strong> \u2013 How simple was it for customers to buy products from your site?<\/p>\n<h5><em>Informative<\/em><\/h5>\n<p><strong>Blog\/Social Media<\/strong> \u2013 Do people find information you share informative?<\/p>\n<h5><em>Caring<\/em><\/h5>\n<p><strong>Patient Telehealth<\/strong> \u2013 Does the patient feel cared for through digital means?<\/p>\n<h4 style=\"color: #16ad31;\">Wrapping it up<\/h4>\n<p>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.\u00a0 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.<\/p>\n<p>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.\u00a0 Design is about being proactive and planning a great experience for others.\u00a0 Next, we discussed the touchpoints along an experience.\u00a0 Since there are so many inputs, finding the most important inputs are critical to being more successful with this part.\u00a0 Lastly, people constantly approach or avoid your organization.\u00a0 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.<\/p>\n<p>We recommend that you print first two blog posts and bring them to your meetings in service design.\u00a0 Whatever sector you may be in, this three-part series is about the human experience so it relates to all sectors.\u00a0 If you have any questions on this three-part series, <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/contact-us\/\">reach out to us at SmileyAnswers<\/a>.\u00a0 We are here to help you provide excellent human experiences.<\/p>\n<h4 style=\"color: #16ad31;\">About 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=Real-time feedback \u2013 part 3 \u2013 October 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; 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