{"id":2615,"date":"2020-10-28T09:45:08","date_gmt":"2020-10-28T09:45:08","guid":{"rendered":"https:\/\/2021dev.smileyanswers.com\/?p=2615"},"modified":"2020-12-04T14:06:17","modified_gmt":"2020-12-04T14:06:17","slug":"three-reasons-to-have-real-time-feedback-at-your-organization","status":"publish","type":"post","link":"https:\/\/smileyanswers.com\/staging\/4537\/three-reasons-to-have-real-time-feedback-at-your-organization\/","title":{"rendered":"Three reasons to have real-time feedback at your organization"},"content":{"rendered":"

In our recent blog posts, we discussed the importance of being proactive with positive experience design<\/a>, managing your touchpoints<\/a>, and then measuring for your success<\/a>.\u00a0 In this post, we will cover three reasons why you should have real-time feedback at your organization.\u00a0 Before getting into the three reasons, we want to clarify what real-time feedback is and what it is not.\u00a0 Real-time feedback is where you see the results instantly.\u00a0 It is not hours or days later as some businesses would claim.\u00a0 When you see \u201creal-time\u201d feedback being advertised, make sure it truly is instant feedback.<\/p>\n

Below you will find three important reasons your organization should have real-time feedback:<\/p>\n

Changing Emotions and Expectations<\/h4>\n

The world is constantly obtaining new technologies and knowledge.\u00a0 The speed of this movement in and of itself causes stress on individuals to keep up.\u00a0 The current Covid-19 pandemic is adding more strain on consumers, patients, and employees.\u00a0 As a result, how people see their world is changing rapidly as they adapt to this current environment.\u00a0 As an example, from a study earlier this year<\/a>, it shows how initial fears from the Covid-19 virus moved to anger.\u00a0 As an organization, it is difficult to \u201cguess\u201d how people feel inside.\u00a0 Since emotions and expectations are changing so quickly, it is imperative that organizations be on top of these changes if they truly want to bring great experiences.<\/p>\n

By using real-time feedback, your organization will be proactive in understanding how these emotions and expectations are changing.\u00a0 You will be able to pick up patterns of when and where people are seeing their experiences differently.\u00a0 \u00a0Organizations that are spending a lot of resources in service recovery are not in front of these changes.\u00a0 Just like individuals, organizations have a limited amount of energy each day.\u00a0 This energy can be proactive or reactive.\u00a0 Successful organizations are proactive in providing great experiences.<\/p>\n

Omni-Channel<\/h4>\n

People want a smooth experience as they move along their journeys with a business.\u00a0 They expect great service from each touchpoint, whether it be a physical touchpoint or a digital touchpoint.\u00a0 This makes it important for organizations to capture feedback at all major touchpoints to make sure the experience is moving smooth.\u00a0 Using real-time feedback, pain points can be identified quickly to identify where in the experience there are service setbacks.<\/p>\n

Real-time feedback allows organizations to know at exactly what time someone is having a negative emotion.\u00a0 This data can be compared along channels to see where the friction is occurring.\u00a0 As technology moves forward, there will be more channels for customers to experience.\u00a0 This will require businesses to be even more aware of how customers see these new touchpoints.<\/p>\n

Competition<\/h4>\n

We live in a world where customer service separates organizations.\u00a0 Building the best Human Experience is where the world is heading.\u00a0 Having a way to measure sentiment along the experience is imperative if you want to be the top service provider in your field.\u00a0 Using real-time feedback is becoming the standard versus being a luxury.\u00a0 If one organization does not take advantage of capturing their customers emotions in real-time, another one will.\u00a0 As a result, their service will be better, and more customers will come their way.<\/p>\n

As social media and internet usage increases, perception management becomes even more important.\u00a0 A bad experience can go viral and damage years of brand building and trust.\u00a0 By being proactive with real-time feedback, businesses can be on top of service blunders as they happen and quickly make changes.\u00a0 Real-time feedback also improves the culture of service that will reduce service errors.<\/p>\n

Wrapping it up<\/h4>\n

As the pandemic continues, customers are demanding better service<\/a>.\u00a0 A top way to provide better service is to listen to customers in real-time.\u00a0 With real-time feedback, businesses can be on top of changing emotions and expectations as they occur.\u00a0 This is important now as emotions are changing faster during Covid-19.\u00a0 Proactive service is standard now and real-time feedback will help you in that effort.\u00a0 As technology increases, more channels open for customers to interact with their favorite brands.\u00a0 They also expect a smooth service transition between these channels.\u00a0 Capturing these transitions in real-time helps businesses find the pain points to quickly make changes.\u00a0 Lastly, if your business is not proactive with real-time insight, your competitor will be.\u00a0 Great service wins and part of that great service is the ability to understand customer sentiment as they feel it.\u00a0 Consider real-time feedback at your organization to raise the level of service and improve the human experience.<\/p>\n

About SmileyAnswers<\/h4>\n

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 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 digital<\/a> and 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 where the hidden pain points are<\/a> to make immediate positive changes.\u00a0 Finally, successes can be shared with 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>

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