Forbes recently reported that when trust and psychological safety do not exist in an organisation, it is generally because people do not feel listened to.
A happy employee is a productive employee. But how do you find out how happy your employees are? It is a question we get asked by our customers all the time – what is the right way to collect good quality feedback? Be it from customers, employees, visitors, patients etc etc etc. with so many options for obtaining feedback, selecting the ‘right’ approach can feel like a minefield.
Your employees are the life blood of your organisation. Whether they are customer facing, office based or at the heart of your production line, each employee can hold the key to your business growth. Capturing the insights employees hold can drive exponential growth and performance through better engagement, process improvements and higher staff retention.
Yes they really are everywhere. I’m sure you’ll have seen a screen or device inviting you to give feedback after a purchase, during a journey or as leaving a hospital appointment.
From simple happy or not rating feedback in airports through to interactive customer feedback kiosks with multiple questions in train stations - the age of in the moment feedback has arrived.
Is that really a big deal? Well it means you have flexibility to place them where they will best serve your requirements. It means they're quick and easy to implement which saves time and money.
(Wall and counter top versions are available too!)
Through my years working on customer service strategy, I came across several attempts to create a model for customer service delivery, from reputable organisations as varied as the Said Business School in Oxford, the Institute of Customer Service, and of course the work we did ourselves in Waitrose. One feature I started to notice was a juxtaposition of words like ‘tangible’ and ‘intangible’, ‘external’ and ‘internal’, ‘process’ and ‘culture’, and I started to gather these thoughts together into a juxtaposition of my own – ‘functional’ vs ‘emotional ‘. Almost all of these models could have a line drawn down the middle, and have these two labels applied to either side.
Have you ever wondered where the first smiley icon was used and why? In a news article I found in the Guardian, the contested origins are linked to a 1963 American children's TV programme called ‘The Funny Company’. It featured a crude smiley face as a kids-club baseball cap logo, with the message ‘Keep Smiling’.