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In the past years, we have observed a rapid change in customer experience. Customers and their opinions have become increasingly valued by companies, that actively started gathering and analyzing feedback. As a consequence, tools like the Wonderboard have become essential for organizations that want to extract actionable insights from customer feedback.
However, the importance that was given to the customer experience was not given to employee experience.
Listening to your customers is essential, but your employees are your company’s most important asset, so you really need to start listening to them and act accordingly.
The unprecedented working conditions make this shift even more necessary. Working remotely can be a challenge for companies. Employees might start feeling lost and, consequently, their general well-being might deteriorate. Therefore, to be able to help and improve their working conditions and comfort, it is fundamental for leaders to hear and understand their employees.
Brands listen to customers daily but they don’t listen to employees frequently enough.
How is it possible that we’re satisfied with sending an employee survey with 30 or 40 questions once a year? How can we think that collecting employee feedback in this way would help us learn and improve their experience and their performance at work? It is simply unrealistic, and in fact, it’s not happening.
”Today, 60% of employees feel unheard, and this has a negative impact on the performance of your company.
How to solve the problem? Just copy and paste what has been done for customer feedback.
Let me give you a couple of examples. Years ago, companies did a lot of interviews, focus groups, or were sending never-ending surveys, like the ones you’re sending to employees.
Then, the best brands realized there was more value in hearing what customers voluntarily generated. Take online reviews as a reference, like the ones you find on Amazon or on e-commerce sites. Today online reviews have become the most relevant source of insights from customers, and long questionnaires have been quit. This new source of feedback, gives freedom to customers, as they can say anything they like, whenever they like.
Another good example is more simply the trend that sees the number of questions in surveys reduce dramatically. I still see sometimes surveys with 15-20 questions, but luckily I see more surveys with only one open-ended question. This is much similar to the freedom of reviews, and it’s the way to go for employee feedback too.
This means that there is no need to come up with new ways or tools to gather and analyze employee feedback. We can apply what we already do with our customers to our employees.
If you don’t do that, you’re missing out on building a great and profitable business relationship with your team. To facilitate this process, even more, we launched a product called Wonderwork. It’s free to help all companies during the crisis, so you should give it a try.
Investing in better employee satisfaction tools will result in many positive outcomes, such as less employee turnover, higher productivity, and better general well-being.
Therefore, the take-away point of this video is that organizations need to adjust to the current situation, creating suitable structures and processes for the current working conditions. And the best way to do this is to carefully listen to your employees’ needs, in a way that is comfortable to them, and not to the brand.
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