{"id":2665,"date":"2021-03-16T09:33:04","date_gmt":"2021-03-16T09:33:04","guid":{"rendered":"https:\/\/2021dev.smileyanswers.com\/?p=2665"},"modified":"2021-03-16T16:12:57","modified_gmt":"2021-03-16T16:12:57","slug":"7-words-to-manage-customer-and-employee-experiences-in-2021","status":"publish","type":"post","link":"https:\/\/smileyanswers.com\/staging\/4537\/7-words-to-manage-customer-and-employee-experiences-in-2021\/","title":{"rendered":"7 words to manage customer and employee experiences in 2021"},"content":{"rendered":"

SmileyAnswers is the leading reseller of the HappyOrNot\u00ae customer survey reporting system in the United States, Canada and the UK.<\/strong><\/p>\n

As the world continues to take on the challenge of Covid-19, there is hope that the end of this pandemic is getting closer.\u00a0 Vaccines continue to be administered and more is learned about the virus to better manage its impact.\u00a0 As more businesses open up, we felt it was a good time to go through some words to help you manage and improve customer and employee experiences.\u00a0 Within the seven words listed below, more areas can be explored to capture customer and employee sentiment.\u00a0 With so many changes through this pandemic, it is such an important time to understand how others feel about their day-to-day perceptions.\u00a0 Make sure your organization has a way to constantly engage with people to improve experiences and lives.<\/p>\n

Individual words can be powerful to better understand customer and employee journeys.\u00a0 The words allow you to be more focused on how another person feels and how to improve their emotions and experiences with that word and focus.\u00a0 After reviewing current trends, we feel the following 7 words are important for you to measure as we continue to move through Covid-19.<\/p>\n

Safety<\/h4>\n

The pandemic has consistently elevated safety concerns.\u00a0 It is important to note that this elevation is both at the conscious and subconscious level.\u00a0 As an example, we visually see mask wearing and social distancing when visiting businesses.\u00a0 What is less known is that the subconscious is seeking clues as to the safety of the surroundings.\u00a0 Visual inputs along with the four senses are constantly heightened when a person has safety on high alert.<\/p>\n

As you look to redesign and monitor experiences, review how the five senses are engaged along a journey.\u00a0 Perspective take, monitor, and measure how safety is interpreted at important touchpoints.\u00a0 Two examples to illustrate this point include cleanliness and individual health.\u00a0 Cleanliness has always mattered.\u00a0 However, with Covid-19, it is a higher level and of more concern to customers and employees.\u00a0 Recent research into restaurant visit criteria shows that customers will pay twice as much per month for restaurant’s that meet cleanliness standards<\/a>.<\/p>\n

Covid-19 has also raised the alarm for individuals to take better care of themselves.\u00a0 Wellness takes a higher priority for both customers and employees.\u00a0 Consider this important aspect as you redesign experiences moving through and out of this pandemic.<\/p>\n

Certainty<\/h4>\n

The pandemic has raised the levels of uncertainty dramatically across the globe.\u00a0 Each person has their own level of adaptation to this uncertainty.\u00a0 Being uncertain increases disempowerment<\/a>.\u00a0 Covid-19 has impacted the certainty of physical health as well as individual sense of self.\u00a0 Losing the freedom of choice can be very difficult for people depending on their personality.\u00a0 As a way to cope, emotions can be used to get through uncertain events.\u00a0 Organizations should not be surprised at a wider range of emotions during this pandemic.\u00a0 As an example, anger is used as a way to bring more certainty to a person.\u00a0 Being patient and compassionate<\/a> goes a long way during this pandemic to improve customer and employee experiences.<\/p>\n

Digital<\/h4>\n

Staying home for both customers and employees has accelerated the trend towards digital experiences.\u00a0 The lockdowns forced individuals to go online and complete needed tasks.\u00a0 Routines have been developed and the emphasis of \u201cDigital first\u201d has increased.\u00a0 This means that organizations have to put more resources into improving the digital experience to match the needs of both customers and employees.<\/p>\n

As businesses open up, this routine of the digital experience will continue.\u00a0 Customers are expecting the physical experience and digital experience to match one another<\/a>.\u00a0 High friction between the two will negatively impact your business.\u00a0 Resources will be needed to monitor and measure how customers are experiencing both physical and digital in the same journey.<\/p>\n

Convenience<\/h4>\n

Covid-19 has caused many to feel more fatigue due with the constant use of energy to manage this pandemic.\u00a0 Being on high alert and changing routines drains energy.\u00a0 As a result, customers and employees have cherished organizations that make life choices more convenient.\u00a0 For many, convenience is the deciding factor on where a person does business<\/a>.\u00a0 Expect this to continue past Covid-19.\u00a0 When we as individuals find life easier through convenience or with technology, going back in time to expend more energy is not efficient.\u00a0 Constantly look to improve how energy is used by both customers and employees.\u00a0 Consider doing a customer and employee journey map to find ways to improve this important aspect.<\/p>\n

Expectations<\/h4>\n

As daily routines have changed for people, their expectations of the world around them have also changed.\u00a0 This change in expectations has been constant as it has been a roller coaster in terms of whether we are moving forward or backward with this pandemic.\u00a0 Each person manages and adapts differently to these constant changes.\u00a0 As individuals, we try to predict the world around us.\u00a0 When we are in routines, this becomes easy on the brain and requires less energy.\u00a0 When events happen that are not predicted, we react to adapt to the situation at hand.\u00a0 Managing customer and employee expectations to drive positive results are important in time of stress.\u00a0 As you redesign experiences, measure and understand expectations.\u00a0 This measurement has to be constant to match the constant change in human expectations around you.<\/p>\n

Community<\/h4>\n

How both customers and employees view organizations continues to change.\u00a0 Does the organization do more than just sell products and services?\u00a0 Are they responsible to their communities, are they building sustainability in the local environment, do they stand up for important social values?\u00a0 This trend was already in place before the pandemic.\u00a0 It has accelerated due to how society has had to \u201cwork together\u201d to get through this pandemic.\u00a0 Empathy and protecting the community has inspired more thinking and desire in this area.\u00a0 With 24-hour social media and news outlets, organizations that do not take this seriously can pay a hefty price.\u00a0 Having a strategy that integrates purpose and meaning for customer and employees can truly impact your organization now and going forward.\u00a0 Make community engagement a daily part to constantly learn how customers and employees feel about your business.<\/p>\n

Technology<\/h4>\n

The last word to improve customer and employee experiences is technology.\u00a0 Market forces have driven innovation to help us adapt to Covid-19 by using existing and new technologies.\u00a0 Those who have harnessed and helped others adapt to changes resulting from the pandemic are more successful.\u00a0 As you review your customer and employee journeys, also review how technology can be implemented at important touchpoints.\u00a0 As mentioned, the digital experience is becoming more dominate.\u00a0 Customers will look to the digital world to find your organization and make a decision on whether they will move forward with you.\u00a0 Use technology to match the words listed above.\u00a0 Provide more safety, certainty, community, and convenience.\u00a0 Also note that as other organizations use new technology, customers and employees will expect your organization to do the same.\u00a0 Research how other organizations are using technology to better understand how customer and employee expectations are changing.<\/p>\n

Wrapping it up<\/h4>\n

Although we are seeing more progress towards ending this current pandemic, it will be with us for the near future.\u00a0 Trends have changed throughout this last year as people look to adapt to the new world we are living in.\u00a0 To improve experiences and lives, organizations need to be on top of how people feel about this change.\u00a0 Because the world has changed and it is less predictable, individual expectations and perceptions are changing quickly.\u00a0 This drives the importance of having communication to learn how people are interpreting the world around them.\u00a0 Consider using the seven words listed in this post as a way to help others and improve the human experience.<\/p>\n

Bring safety<\/em> to help others feel better and reduce the stress they have.\u00a0 Find ways to bring certainty<\/em> from an uncertain new world we are living in.\u00a0 Know that the digital<\/em> experience is even more important for both customers and employees as they look to manage Covid-19.\u00a0 To help manage personal energy, people are looking for convenience<\/em>.\u00a0 Make life simple for others by driving more convenience at major touchpoints.\u00a0 Monitor and manage expectations<\/em> as they are changing quicker now as people attempt to adapt to changing news and routines.\u00a0 Help others feel connected and build community <\/em>both for your customers and employees.\u00a0 Lastly, use technology<\/em> to improve experiences as well as measuring if you are being successful in your design.\u00a0 Improve experiences by measuring how people feel at important touchpoints.\u00a0 You can measure at digital<\/a> touchpoints, physical<\/a> touchpoints, or both!\u00a0 By taking charge and being proactive, you can listen and learn to positively impact both individual experiences and lives.<\/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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